Who Cares

Who Cares........No organization really cares about you. Organizations aren't capable of this.
Your bank, doesn't care. Neither does your HMO or Insurance company, or even your car dealer. It's amazing to learn that people are surprised to discover this fact.
People, on the other hand, are perfectly capable of caring. It's part of being who we are, a human. It's only when organizational rules and regulations get in the way that the caring fades.
If you want to build a caring organization, you need to fill it with caring people and then get out of their way. When your organization punishes people for caring, don't be surprised when people stop caring.
When you free your employees to act like people (as opposed to cogs in a profit-maximizing efficient machine) then the caring can't help but happen. See Seth Godin for more insight.

No. 1 in profit Alaska Air Group tops the industry

Nice to see one of our clients exceed expectations!
No. 1 in profit Alaska Air Group tops the industry as most carriers lose money.
Alaska Air Group led the 10 largest domestic airlines in the first quarter with an adjusted pretax profit of $29.5 million, which was more than the combined earnings of JetBlue and Southwest. Allegiant was the only other major airline to make money.

MeetingsIn, powered by StarCite, Launches Global Platform for Planners of Small Meetings

 MeetingsIn, powered by StarCite, Launches Global Platform for Planners of Small Meetings

Philadelphia, PA and Scottsdale, AZ (April 26, 2011) -- MeetingsIn, a leading service provider for the planners of small meetings, announces the worldwide launch of its corporate site and 17 destination micro-sites powered by StarCite, the global leader in meetings management technology.

The new StarCite-powered websites mean that more meeting planners worldwide will have access to thousands of global venues in addition to very specific destination information, meeting planning tools and guides in one easy-to-use website. MeetingsIn will use StarCite?s Request for Proposal technology to enable planners to request rates, detail meeting specifications and compare responses from suppliers.

MeetingsIn is designed with the occasional, less experienced “meeting planner” in mind and provides a simple, user-friendly online interface. Planners, regardless of their level of experience, will be able to search and select venue options and -- with one click -- send an RFP to up to seven different venues. The MeetingsIn RFP tool is powered by StarCite?s leading edge services-based technology which is specially designed for configurability and integration. Through the powerful integration of technology and content, planners using MeetingsIn will find everything they need to secure their meeting right at their fingertips – without countless phone calls, faxes or one-sided exchanges.

Ian Quartermaine, Founder and CEO of MeetingsIn said, “Venues have a difficult time reaching planners of small meetings as it becomes too costly to search out such a diverse user group. MeetingsIn introduces a commission free, transaction free model enabling venues to quickly gain return on their investment.” He added, “The MeetingsIn partnership with StarCite provides public meeting planners the power and technology of professional tools delivered in a simple user-friendly website. Our „Search. Book. Meet.’ strategy is industry-changing as it demonstrates the ease and efficiency we offer in planning small meetings.”

MeetingsIn will initially launch 17 global destination micro sites including London, New Orleans, Malta, Hong Kong, Singapore, Boston, Las Vegas, Bali, Jakarta, Sydney, Cape Town, Johannesburg, Philadelphia and Kuala Lumpur, Berlin, Scottsdale and Thailand. These sites are filled with guides that help meeting planners prepare for their meeting, including country and destination-specific city guides, business and transportation resources, local business practices as well as weather and packing guides.

“The MeetingsIn websites provide a unique value-add to venues by enabling an opportunity to target a new market that traditionally has been very fragmented and costly to reach,” said David O?Donohoe, Senior Vice President, Global Supplier Sales & Operations at StarCite. “We are thrilled to be working with MeetingsIn and look forward to broadening the usage of online meetings management tools to more planners worldwide.”

About StarCite
StarCite, Inc. provides a technology platform that makes meetings and event planning, booking and management simpler and more cost-effective for corporations, hotels, venues and meetings suppliers worldwide. StarCite delivers visibility, cost savings and control over meetings spending for businesses and enhanced revenue opportunities for suppliers. Through Web-based, on-demand technology, StarCite automates and supports every key element of the meetings planning and procurement process: planning, budgeting, buying, attendance, payment, and results measurement. Using StarCite?s proprietary online marketplace, meetings buyers can connect and conduct business with over 83,000 hotels, venues, destinations and suppliers globally. StarCite is based in Philadelphia, PA and has offices worldwide. Its equity holders include Internet Capital Group (NASDAQ: ICGE), TPG Growth, Norwest Venture Partners (NVP), and TL Ventures. For more information about StarCite please visit www.starcite.com.

About MeetingsIn
MeetingsIn (MeetingsIn.com) is a global resource and RFP lead generator for planners of small meetings. MeetingsIn supports the needs and challenges of today?s occasional planner who typically has less experience by providing a one-stop-site that enables them to SEARCH, BOOK, and MEET. MeetingsIn contains meeting relevant information on venues and resorts around the world accessible through meetingsin.com as well as through destination micro sites. MeetingsIn destination sites provide local information and resources, city and transportation guides and cultural and meeting-specific resources. MeetingsIn empowers today?s planner to submit up to seven RFP?s in one session and gather meeting-specific and destination focused information in one user-friendly website. MeetingsIn plans to launch over 50 destination sites by the end of 2011. MeetingsIn RFP technology is powered by StarCite.

Q1 Forecasts UK, Germany and Japan travel to the USA unimpressive at best.

PROJECTED BOOKINGS FOR THE TOP THREE OVERSEAS TRAVEL MARKETS

UNITED KINGDOM Travel Trade Barometer: Trade Curtailed Expectations for Growth in the First Quarter 2011

• United Kingdom tour operators reported in the U.S. Department of Commerce sponsored United Kingdom Travel Trade Barometer (as of January 21 - February 25, 2011) that bookings from the United Kingdom to the United States for the first half of 2011 would be about the same as last year
• In the October 2010 survey session, the majority of trade (67%) projected bookings to be higher for the first quarter 2011. In this survey session, the trade curtailed their expectations, with only one quarter (25%) of the respondents projecting higher bookings for the first quarter 2011 compared to first quarter 2010.
• Also, on average, the respondents projected bookings to be about the same for the second quarter. However, half (50%) of the trade projected bookings to be higher year over year. Just over two fifths (42%) projected bookings to be on par with last year. In contrast, a small minority of respondents (less than one in ten) projected bookings to be lower for the quarter, year over year.
• On average, there were no factors that were rated to be motivators for travel over the next six months. The closest was accommodation rates.
• For the fifth survey in a row, the top deterrent, on average, was the level of promotion by other long-haul destinations. The economy in the United Kingdom and the global economy rounded out the top three deterrents for travel, on average, over the next six months.

JAPAN Travel Trade Barometer: Optimism Waned for Projecting Growth in the First Quarter 2011

• Japan tour operators reported in the U.S. Department of Commerce sponsored Japan Travel Trade Barometer (as of January 26 - February 25, 2011) that bookings for travel to the United States in the first quarter 2011 would be on par with last year. (These Barometer results were finalized prior to Japan's March 12, 2011 earthquake, tsunami and nuclear crisis.
• A slight majority (53%) of the Japanese travel trade projected higher bookings for travel to the U.S. mainland in the first quarter 2011 compared to the first quarter 2010. But on average, bookings were projected to be flat. This was influenced by 29 percent of the respondents projecting bookings to be about the same as last year, and nearly one fifth (18%) of the trade projecting bookings to be lower compared to a year ago.
• The top motivator listed for travel from Japan to the United States over the next six months was the exchange rate to the U.S. dollar. Deregulation of charter flights and the level of promotion by U.S. destinations and businesses rounded out the top three.
• The top deterrent listed for travel from Japan to the United States over the next six months was airfare/fuel surcharges.

GERMANY Travel Trade Barometer: Stall in Growth in 4th Quarter 2010 Continued into 2011

• According to the U.S. Department of Commerce sponsored Germany Travel Trade Barometer, Germany tour operators reported (as of January 19 - February 25, 2011) that bookings to the United States in the first quarter 2011 would be flat, on average, compared to first quarter 2010 bookings.
• German operators were more optimistic for second quarter 2011 bookings. A strong majority of respondents projected higher (56%) and much higher (22%) bookings for the second quarter. However, just over one fifth of the trade projected bookings to be about the same as second quarter 2010.
• On average, over the next six months, the improved German economy was listed as the only motivator, on average, for increasing bookings from Germany to the United States. The exchange rate and accommodation rates remained neutral, on average, as a motivator or deterrent.
• The top rated deterrent, on average, by the German operators was the requirement to implement the Electronic System for Travel Authorization, which has been a consistent deterrent through 2010. Airfare crept up as a deterrent in the previous survey session (ranked 8th) and jumped to the second most concerning deterrent in this survey session. 

Travika. Global Sales and Marketing Services for the Travel Industry. Recognized as specialists in representation and innovative strategies to grow market share.

Spaghetti Groves Damaged by Frost

A huge and unusually bitter frost has hit the central region of Italy, where millions of acres of spaghetti groves have been devastated, according to the Italian State Television station RAI. "This is going to impact the price of spaghetti on a global basis" said Mr Antonoio Bugia, Minister of Agriculture. He added " Spaghetti has transformed itself into a global comfort food, not just something eaten in Italy. This will have a dramatic impact on families. Pizza is not affected as this is not an agricultural product. We are looking at financial support for the spaghetti farmers in this central region. All types of spaghetti have been impacted including Rigatoni, Linguine, Tagliaitelle and Macaroni". 

The last time a catastrophic event of this magnitude hit spaghetti groves was in 1957. It pushed spaghetti prices up by 200%. Many Italian supermarkets have already sold out of spaghetti due to this situation. 

When in Rome...... (actually I mean Venice)

Half an hour from Venice on a water taxi, lies an enchanted island with an exquisite dining experience. It is a haven of tranquility for anyone who needs a moment’s peace and serenity from the exhausting walking around Venice. Here in 1935 Giuseppe Cipriani (founder of Harry's Bar and the Cipriani Hotel), captivated by the beauty of the place, opened an Inn which soon became famous, so much so that today, saying “Torcello” is the same thing as saying Locanda Cipriani (Cipriani’s Inn). After Giuseppe, the management of the Inn was taken over by his daughter Carla, then subsequently by her son, Bonifacio Brass. The passing centuries have not lessened the fascination of the island, the successive generations have not altered the unique style and personality of the Inn. It has attracted many “names” from Ernest Hemingway to Charlie Chaplin, from Paul Newman to the entire Royal Family of England – oh…...and me! The restaurant has probably one of the best kitchens in the area. All fresh (naturally) with a focus on local fish, local veggies and home made pasta. The wines are also local and match perfectly with the food. Prepare to spend a few hours enjoying great hospitality and memorable food. Also do not forget to visit the 11th century cathedral a few hundred yards away. 

I have my menu favorites but just ask for the day's specials and you cannot go wrong. 

Hug a Travel Agent

We Love Travel Agents

About 25 years ago I started a campaign at Choice Hotels we called “We Love Travel Agents”. We did this because travel agents delivered the highest rated business from all intermediaries. We wanted more. Fast forward to today. Travel agents (not to be confused with an OTA) deliver the highest rated business from all intermediary channels.  Regardless of push back from Revenue Managers, Travel agents kick serious butt regardless of which channel they choose to book. And guess what; you only pay for what consumes. Today, reaching travel agents and their clients has changed. The principle strategy remains the same but the tactics are new. Few people realize that the database of agents’ clients is incredibly valuable. Here is a group of people who want to travel. What would you pay to reach this super pre-qualified list?

Secret Sauce - Sell from the inside out - not outside in.
Is there a secret sauce? A magical formula? A lost symbol? A missing link?

Well, yes. I know of only one company today, that has for several years been at the forefront of delivering supplier offers and promotions to travel agents and their clients electronically. Some providers just send email blasts, some only communicate to a niche group of agents, some provide interesting share data. Passport Online uniquely provides supplier content to the USA’s leading travel agents and their almost 3 million clients who love to travel.

They do this through a variety of delivery channels, building and populating agency internal and consumer facing websites, email to agents and their clients and social media programs utilizing Facebook and Tweets. All of these programs have real time customer dashboards that show activity right down to a wholesaler and agency level. The competitive edge is that Passport Online delivers this information to agents and their clients in the agents own environment. It is booking channel agnostic. No bias.  It is not obtrusive, not a pop up when an agent is booking air, not an ad message thrown at an agent or client that doesn’t want it. It is an integrated part of the agents day to day bsiness. It is where agents go to look for offers and specials – either on their own internal sites or through opted in subscription. Bottom line – to win, you have to engage agents on the agents terms.

Social Media for Travel Agents and their Clients

A new initiative that Passport has introduced is Agent SociaLink. This creates a Facebook and Twitter platform for agents, from which they can share with their followers (clients), special offers and promotions provided by suppliers. This can be done speedily and continues to maintain the level of engagement and relevance between the supply side, agent and consumer. Facebook has continued to grow as a booking tool sometimes over TripAdvisor. Early adopters should investigate this leading edge program as it will only continue to grow.

ASTA Survey - 2010 Technology and Web Usage Report
To further showcase agents usage of electronic media ASTA this week released the results of its 2010 Technology and Web Usage Report, which looks at online booking revenue, Internet usage, Web 2.0 marketing and website development. The survey also looks at how agencies use the Web for supplier research and booking.

ASTA President Chris Russo said in a statement, "Rather than being pushed out of business by the Internet, as many had predicted, travel agents have embraced it and are leveraging its power to enhance their operations."

The survey found that while 81% of agencies reported booking airline travel online, more than 70% of agencies that book air also assist customers with booking ancillary services online (42%) or by phone (30%). ASTA said this suggests that "the complex and often hidden nature of airlines' ancillary fees adds additional work and time to the overall airline purchase transaction."

Travel agencies are booking on suppliers' websites less than ever: ASTA said that the percentage of total agency bookings made through supplier websites decreased in 2010 to 40%, from 45% in 2009.

52% of respondents said Facebook was their most used networking and marketing technique, citing its ease of use in connecting with current and potential customers.

Most agencies said they use their website to provide an e-mail link to their agency (90%) or to promote their areas of specialty (80%) and travel deals (75%). A majority of agencies (58%) use their own e-newsletters or e-mail promotions to promote their website. More than a quarter of travel agencies' client requests come through their websites, representing 18% of all agency revenue.


Agents Power Grows
PhoCusWright recently stated that travel agents were in the ascendance in 2010. ARC reported significant increases in agency sales revenue 2010 over 2009. The Y partnership reported in Travel Weekly’s annual industry survey reported a considerable number of younger travelers using travel agents.

The new role travel agents play in the sales of supplier products has never been so critical. In the over information world we all live in, consumers need a balanced, honest, no spin recommendation on where to go and where to stay.

Become an Insider
The secret is to make sure you are playing in the same sandbox as travel agents. Make sure you are in their consideration zone. If you are not present when and where agents (and their clients) go to look for leisure offers how can you be booked. Get on their websites, internal and consumer facing, get engaged with email programs to agents and their clients, partner with their social media plans. If you follow some simple steps you will drive that higher rated business tour property (but don’t let the Revenue Managers know how you did it!)