NEWS YOU NEED TO KNOW 4
Certified hotels result in a better client experience
Ian Taylor
ian.taylor@travelweekly.co.uk
Hotel sustainability certification is driving savings and increasing customer satisfaction levels, according to Tui research.
But it is a challenge “to get the message to customers” and awareness is hampered by the inaction of leading online travel agents (OTAs) that fail to identify certified hotels. Tui’s analysis of 2017 data at
330 hotels – 75% of them with sustainability certification –
found certified hotels produced 24% less waste per guest night than uncertified hotels, used 19% less fresh water, produced 10% less carbon dioxide and employed 9% more local staff. Certified hotels also recorded higher customer-satisfaction scores. The hotels were all certified by schemes recognised by the Global Sustainable Tourism Council, such as Abta’s Travelife. Tui sustainability director Jane
Ashton said: “Our research shows there is a statistically significant difference to the customer experience. Hotel sustainability
certification such as Travelife’s helps drive performance and continuous improvement. “The challenge remains to get the message to customers. There is still a large percentage who say they would choose a more-sustainable holiday if offered one, but it’s not front of mind when they purchase.” Tui aims to change that by communicating “why a more- sustainable holiday is a better choice”.
Tui’s Robinson Club Maldives
has sustainability certification
Ashton added: “Our real aim is
to create a sea change across the leisure tourism sector.” But that aim is hindered by leading OTAs. “It’s a shame,” said Ashton.
“These players need to engage more with certification. It’s a missed opportunity because people increasingly point out the difference in all areas. At some
point, things will change.” › Tui special report, page 14
5 Counsellors launches green initiative
Ian Taylor
ian.taylor@travelweekly.co.uk
Travel Counsellors is to roll out a series of initiatives to help its agents sell more-sustainable holidays.
The company has teamed up
with industry charity The Travel Foundation on responsible travel plans including guidelines for excursion providers and certification for hotels. It has already developed training and a workshop for
homeworkers and is involved in a project to offer sustainable excursions in Travel Counsellors’ top-50 destinations, starting in Thailand. Travel Counsellors is also
working with the charity on hotel sustainability criteria, has developed a dedicated ‘giving back’ section on its website and is producing sustainable travel marketing material for homeworkers and their customers. Chief executive Steve Byrne said:
“Travel Counsellors is based on caring for our people, customers
6
travelweekly.co.uk 9 August 2018
“This is something Travel Counsellors franchisees and customers care about”
and communities, and this comes with a responsibility to protect the places we send customers to. It’s something we know Travel Counsellors franchisees and customers care about.” A survey of more than 1,000
Travel Counsellors last year found more than 60% rated ‘giving
back’ to destinations ‘extremely important’. A spokeswoman said: “This is not a box-ticking exercise. We’re passionate about giving back to the communities we operate in. There is a synergy between what The Travel Foundation is trying to achieve and what we want to do.” Suffolk-based Travel Counsellor
Jenny Woods said: “It’s fantastic to be part of a company that’s putting sustainability at its heart. I’m delighted to be able to pass on tips
to customers.” › Special report, page 12
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