Saying sorry is key to building trust A NOTE FROM THE EDITOR
Elton John once sang that sorry seems to be the hardest word, and at times in life and in business that sentiment rings very true. There is certainly no shortage of examples of corporate fallouts and clashes where neither party seems to emerge the winner. And that makes it even more refreshing when an individual or brand holds their hands up and admits ‘we got things wrong’. Last week I enjoyed a fun few days on Virgin Voyages’ Resilient
Lady alongside Virgin founder Sir Richard Branson and Boy George. And while it is always fun enjoying a bit of celeb-spotting, my focus as always was on the brilliant travel agents on board. In addition to touring the ship and enjoying the celebrations, I sat in on a business update between the line’s bosses and some of its top
trade partners. It’s fair to say the agents didn’t hold back in highlighting what was missing and needed from the line to make their jobs easier and drive more sales its way (page 6). And far from being evasive or defensive, chief executive Nirmal Saverimuttu took the criticism on board and admitted mistakes had been made and were now being rectified. Like a cruise ship being required to change course to offer the best experience for its passengers, occasionally business plans need adjusting to deliver for all involved. Sorry may be the hardest word, and the proof of the pudding is always in the eating. But when it comes to building trust and cementing partnerships, that word can go a long way.
WHAT LUCY DID THIS WEEK
OSpent two nights on Virgin Voyages’ Resilient Lady for one of its Celebration Sailings with 70 agents, Sir Richard Branson and Boy George!
ORecorded a webcast with the GNTO and Grecotel, two of the host partners for our first Inspiring Women Retreat, taking place in Athens.
Lucy Huxley, editor-in-chief, Travel Weekly Group CONTENTS NEWS COVER photo
From left: Jonny Peat, The Advantage Travel
Partnership; Amanda Taylor, The Travel Village; Sir Richard Bransons; and Lindsay Coulter, Not Just Travel
Photo: Carlos Pita/ Bold Man Media
Merlin considers move into flight-only 4 Advantage reports 2024 sales growth 4 Travel retail ‘bucks the high street trend’ 5 Virgin Voyages pledge; Greece sales 6 Future of Travel line-up; Classic/Ryanair 8 comment Andy Harmer: Tap into Clia Cruise Week12
NEWS YOU CAN USE Product
Jet2.com, Virgin, Windstar, American 13 Wendy Wu Tours, Fred Holidays
ODusted off my trainers and shinpads as coaching duties resumed for the new hockey season.
Your Stories Travel Counsellors agent Gillian Stewart
25
competitions Win a Hurtigruten cruise to Norway 28
DESTINATIONS weddings & Honeymoons Advice: Hone your skills at planning weddings abroad to ensure your clients’ big day goes without a hitch 30
Gold Medal, Kuoni, Riviera, Just Go 16 HAL, Viking, Carnival, Ritz-Carlton
14 18
FRONTLINE close-up Baldwins Travel, Fred Olsen Travel, Prestige fam trip 20
agent diary
Colin Burns: Our sales picked up after sponsoring a local boys’ football team 24
FRONT COVER AND THIS PAGE: Steve Dunlop; Planet Weddings; Siyam World; Shutterstock/William Barton, David Ionut; Virgin Voyages Media Library
travelweekly.co.uk FOLLOW US: @travelweekly
Family: Six great destination suggestions for couples honeymooning with kids 34 Indian ocean
Maldives: Swap snow for sun with these top tips for booking Christmas breaks for families of all ages 38
BUSINESS NEWS
Crises impact report; travel and GDP 46 ESky buys Thomas Cook; Jet2 capacity 47 Travel Convention 2024 preview: ›’Today’s workplace needs reform’ 48
travelweeklyuk @travelweeklyuk 12 SEPTEMBER 2024 3
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