Travel Agent Professional March 2014

Travel AgentProfessional

March 2014Issue 28

You Got Magic to Do?By Scott Koepf

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Travel Agent Professional TA

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64 RESPECT — Do We Get It?

By Les-Lee Roland

Owner of The Package Deal

68 You Got Magic to Do!

By Scott Koepf

Vice President of Sales Avoya Travel/American Express

12 Bright Ideas Britain

By Paull Tickner

16 Learning From One of the Best

By Cindy Bertram

Cindy's Inside Cruise & Travel Track, LLC

ShowcaseAlamo ...........................................................21

Auto Europe ....................................................9

Avoya Travel .................................................16

Enterprise Holdings .......................................19

Expedia CruiseShipCenters .......................20

Portuguese Tourism.......................................24

Well-Being Travel .........................................22

March

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March 2014Issue 28

You Got Magic to Do?��

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Cover Art: Story Museum

Auto Europe .................................IFC

Avoya Travel/American Express.....23

Britain Greatdays.............................3

HostTravelAgency.com ...................7

Royal Caribbean Line ....................BC

Travelsavers.....................................9

Travel Experts, Inc. ........................25

March 2014 Issue 28

Travel Agent Professional has its roots in Home Based Trade, the firstmagazine of its kind, started by Joel Abels in 2004. Joel and Lenore Abelsran Travel Trade for nearly half a century – it was started by her grandfa-ther, John S. Lewis, and her father, Sidney Lewis, in 1929, and they tookthe publication over after her grandfather’s passing.

Under Joel’s direction, the company grew to be one of the travel agentindustry’s leading publications, reaching more than 45,000 agentsthroughout North America. It spawned a famous series of trade showsand three monthly magazines – Cruise Trade, Tour Trade and HomeBased Trade.

The Abels also garnered enormous respect – Joel received the NealAward, called “the Pulitzer Prize of the business press,” for his hard-hit-ting editorials.

On a personal note, after working with Joel for over a decade and stay-ing with him until the end, I grew to truly care for and respect the man.He was like a second father to me. Joel was old school, he stood by hisword and believed in his work. There will never be another.

While nobody can replace this industry legend, we’re hoping thatthis new publication, which reunites the original Home Based Tradeeditorial board, will be able to carry on his passion for travel andthose who sell it.

Ann M. Hoek

Travel Agent ProfessionalP.O. Box 120198

Staten Island, NY 10312E-mail:

[email protected]:

718.360.3153

Ann M. HoekPublisher/Creative Design

[email protected]

Bonnie WallingEditor

[email protected]

Alan CohenVice President Marketing

[email protected]

Meet Our Editorial Board

Rusty Pickett, ECCShellback Cruises

www.shellbackcruises.com

Les-Lee RolandOwner of The Package Deal

Scott KoepfVice President of Sales

Avoya Travel/America’s Vacation Center

www.joinavoya.com/default.cfm?ref=11583

Sherry Laskin, ACCTravel Writer/NACTA Webinar Moderator

www.cruisemaven.com

Paull Tickner,Creator of Special Interest Britain

[email protected]

Cindy Bertram,Cindy’s Inside Cruise & Travel Track, LLC

[email protected]

Sue Sh apiro, PresidentShapiro Travel [email protected]

www.shapirotravelresources.com

Joel M. Abels Legend In the Travel Industry

April 1927 to January 2007

March 2014

The opinions expressed in these columns are solely those of the authors and donot necessarily reflect the views of Travel Agent Professional.

This online magazine is dedicated tothe memory of Joel Abels, Travel

Trade's editor and publisher. Joel andhis life's work may be gone, but with

your help it can live on.

Travel AgentProfessional

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March 2014

4Am I in a time warp, or what?

Does it seem that some suppliers are so into the Internet and

social media that they have forgotten the talent of working with

agents personally?

Maybe the bigger the company, the less time they spend with us. I

really miss the reps, aka business development managers or

BDMs. I miss the meetings they hosted to keep us informed. I

would drive two hours roundtrip or more to go to them. I felt I

really was learning something and I left with real brochures —

with deck plans you could read — in hand.

By Les-Lee Roland

Les-Lee RolandOwner of The Package Deal

Now, everything is a Webinar. Some are

good and informative, but others have scratchy

sound and not enough time to get answers to ques-

tions. There’s no networking opportunities with

other agents and no private conversations with the

BDMs to address my agency’s needs.

Today, everything is E-mail, Internet and cold atti-

tudes. Plus, I have found that the bigger the compa-

ny, the less the people on the phone seem to know

their product — as well as their policies.

Want examples? I asked a res agent in Miami about

one of the ships. She told me that she has never

seen any of their ships. She never took a tour, has

never been on a cruise, does not know the differ-

ence between forward or aft.

Have you tried calling Princess with a problem or

question that the res agent cannot deal with? She will

listen and say she has to talk to a supervisor. When I

ask if I can relate the situation myself to the supervisor,

she doesn’t connect me. So how would I know if she is

repeating exactly what I was trying to get across? Is

that person so important that her decision can make

or break a situation and I have no recourse?

Doesn’t the cruise line realize that we agents have

value to them, and we deserve the personal atten-

tion and accuracy that they are supposed to repre-

sent when a res agent cannot provide it?

Has anyone been on hold with Celebrity Cruises for

long periods recently? Some of their packages, like

their Bermuda offerings, are not on Cruising Power,

so we need personalized attention.

Is it worth it for us to wait for one hour to book a

simple Bermuda cruise with the theatre package in

New York — especially when you find out that they

RESPECT —

Do We Get It?

Travel Agent Professional

5

pay commission only on the cruise portion and not the

land package?

When I finally got through, they told me they use

another company for the theatre tickets, and after

final payment is processed, that company provides a

voucher to our clients with no guarantee where the

seats are. She said they may be in the balcony and

the clients may have to pay this new company extra

bucks to get better seats. Plus, this package is non-

refundable, with penalties even before final payment.

Once I wasted the hour on hold, I shifted my tactics. I

immediately called an excellent company, smaller than

Celebrity — New York City Vacation Packages. I immedi-

ately spoke to a knowledgeable agent who knew the

products and put together a comparable package — a

show with guaranteed good seats, transfers, plus some

extras in sightseeing — all priced less than Celebrity’s

offering. Plus, guess what? It was all commissionable.

That phone call from start to finish was less than ten

minutes. I could have done it online, but I like the

personal touch.

I put it down on paper for the client, comparing the

costs, and it was an immediate sale. I just had to lock

in the cruise portion on Cruising Power. In fact, it

was so easy that I am now marketing this option to

more clients.

I found myself on horrendously long hold again with

the same cruise line trying to book space for three

groups on Azamara. Now I have lost interest in even

trying to market these groups.

Speaking of being on hold. I had to wait on hold for over

one hour to get six people booked on a last minute

cruise with Norwegian Cruise Line. The reservation

agent didn’t know how to get the quad cabin I wanted

released from inventory control. There’s no excuse for

(continued on page 6)

RESPECT —

Do We Get It?

6

March 2014

that. I won’t even go into the additional 40 minutes I

waited on hold for the supervisor to work on it.

Sure, I kept busy doing paperwork during this eterni-

ty. But when I think of the calls I did not take, the

sales I could have had, I was peeved.

I was so peeved, in fact that I reported the incident on

a survey. I also mentioned an E-mail to that same line

two weeks earlier. I’d been asking for info on ANY

Caribbean or Bermuda itinerary they could offer for a

group of 100 people that also needed meeting space.

All I got back in return was a canned E-mail saying

someone would be back in touch with me within 24

hours. I’m still waiting for that answer, NCL! (Holland

America answers similar inquiries in a single phone call).

I won’t even go into how Royal Caribbean reduced the

cost of a cruise that had already been paid for by $300

and didn’t even communicate that info to me. They

dealt directly with my client and left me in the dark.

When are these companies going to realize that our

clients deserve, and actually demand, personalized

attention — from us, and it should be that way up

the line. Do they think if we put one of them on hold

for even more than ten minutes, they would hang on?

I don’t think so — they would go to another office.

Some of you might say, why not just use the com-

puter? But in each case I have mentioned, the book-

ing could not be done online.

While I was on hold with one of these lines, to keep

busy, I wrote a letter to Walmart complaining about

their scanning system. I then called their corporate

headquarters to ask where to mail it and spoke to a

customer service rep who told me to read the letter to

her. I heard her clicking away at the computer with my

concerns. She gave me the address, but still told me

she was going to contact the district manager for that

store and said I should receive a call within 24 hours.

I then received a call from a Walmart manager who

went over my concerns. She asked me to stop in the

store — at my convenience — and she would have

a gift card to reimburse me for the problems I had.

And all this was in less than the two hours that a

cruise line cost me to get three cabins confirmed.

Is Walmart a big company? You bet! Does Walmart

value the concerns of a consumer? Yep! Do they

want to keep me as a shopper? Yes!

Now, does a cruise line value me as a seller of their

product? That remains to be seen. Are they too busy to

care about my requests, knowing I have to answer to my

clients about their vacation? Should I tell the client that

they are too busy to handle the sale? Should I just rec-

ommend they think about booking another cruise line?

Let’s shorten this even more. Walmart was on a

one-to-one basis. So what if it was some pricing

errors on groceries? They might never miss me if I

decide to shop elsewhere.

But a tour operator or cruise line is a different story.

I bring multiple sales to these companies. I earn my

living by selling dreams and fun experiences to my

clients, over and over again. I rely on their referrals. I

provide a service. And my clients trust me and my

advice on which companies I recommend.

Rodney Dangerfield made a career with one line that

I can now identify with — I don’t get no respect!

The opinions expressed in this column are solely those ofthe author and do not necessarily represent the opinions ofTravel Agent Professional.

Travel ProfessionalC O M M U N I T Y

www.TravelProfessionalCommunity.com

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Forum • Special Interest Groups • BlogsForms and Documents • Air Consolidators

Cruise & Niche Cruise Directories • Video

Live Chat Every Tuesday!

11,000 Travel Professionals Can’t be Wrong!

It’s FUN and it’s FREE!

www.HomeBasedTravelAgent.com

Home Based Travel Agent Books

“How to Start a Home Based Travel Agency Independent Study Guide and Workbook”

“Selling Cruises, Don't Miss the Boat“

“Home Based Travel Af!liate“

“Marketing Prescriptions, For Today's Economy and Beyond“

By Scott Koepf

March 2014

Scott KoepfVP of Sales Avoya Travel/American Express

www.JoinAvoya.com

8 You GotMagic to Do!

Pippin was recently revived on Broadway to

rave reviews. The story revolves around a

young man trying to find his purpose in life. It

reminds me of the effort that travel agents

have to go through to establish their value to

consumers. You may know that you can have a

huge impact on a customer’s purchase and

their travel experience, but until you prove it

customers are not aware of the benefits of

your brilliance!

Since your services are not yet known by your

soon-to-be adoring audience, you need to let

them know what is in store for them. The

opening number of “Magic to Do” in Pippin

does the same thing by preparing the audience

for what they are about to experience: “We’ve

got Magic to do just for you.”

You’ve also “got Magic to do!” So don’t be shy

about singing about it right away. But you have

to believe in your heart that you do indeed

provide magic . Spend some t ime draft ing

exactly how you will provide magic on a per-

sonalized basis for each customer – just like

the song says: “Magic to do – just for YOU!”

The key to providing magic is the confidence

in your abilities, and having the above noted

list of what you will be ‘performing’ for your

customers that make them exclaim in awe of

your skills. Just like Pippin, you need to find the

unique place in the marketplace where you

know you will shine, or as Pippin sings in the

most famous song from the show:

Every man has his daydreams

Every man has his goal

People like the way dreams have

Of sticking to the soul

Thunderclouds have their lightning

Nightingales have their song

And don’t you see I want my life to be

Something more than long....

Rivers belong where they can ramble

Eagles belong where they can fly

I’ve got to be where my spirit can run free

Got to find my corner of the sky


1 . 8 0 0 . 2 2 3 . 5 5 5 5 • w w w. a u t o e u r o p e . c o m39 Commercial St., P.O. Box 7006, Portland, ME 04112

Auto Europe and David Morris International (DMI)Join Forces on Behalf of A-Rosa Cruises

Auto Europe, a long time loyal provider of car rental, hotel and air package services to the travel

industry, has entered into an agreement with David Morris International (DMI) to provide Reservation

Services in North America for A-Rosa Cruises. The transition was seamlessly completed over the holi-

days which allowed DMI to offer extended hours with one-stop service for cruise, air, pre/post hotel

packages, transfers and insurance all in one smooth transaction.

“We could not be more pleased to be affiliated with such a reputable, award-winning company as

Auto Europe”, says David Morris, President, DMI. “Their integrity is unquestionable and their number 1

top priority is customer service. These are part of the core beliefs of DMI and A-Rosa also, so it is a per-

fect pairing.”

A-Rosa Cruises was introduced to the North American market in November, 2012 after a successful

operation in Europe for 12 years. 2013 was the inaugural season which raised the bar on the definition

of “all-inclusive” in the European river boat industry. A-Rosa was the first to include open bar, gratu-

ities, shore excursions, transfers, port taxes, fees & surcharges, WiFi and more. “A-Rosa is very competi-

tively priced and yet offers more included amenities than most of their friendly competitors,” remarked

Marilyn Conroy, Executive VP, DMI. “Today’s travelers are savvy to the value quotient offered by A-

Rosa and many disembark the ship with zero on their shipboard accounts!”

Auto Europe was established 60 years ago and is an industry leader known for outstanding customer

service and highly competitive car rental rates. Their representatives are available 24/7 which is very

important when traveling internationally and an unexpected problem occurs. “We are very pleased to

be working with DMI and A-Rosa Cruises to further enhance the Reservation process with expanded ser-

vices and knowledgeable representatives”, said Imad Khalidi, CEO of Auto Europe, LLC. “With the years

of experience we have in Europe, we know we can complete not just a reservation, but provide valuable

expertise for Agents and their clients to customize a land component tailored personally for them.”

A-Rosa Cruises has ships sailing the Rhone/Saone, Rhine and Danube rivers of Europe. Current offers

include Early Booking and Pay in Full incentives, Waived Single Supplements, Spring Savings and A-

Rosa Rewards for past passengers. For more information about A-Rosa Cruises, contact Reservations at

1-888-325-5544. Ship’s Registry: Germany


10

March 2014

The lyrics are a perfect description of the process

every entrepreneur needs to go through. We all

have our goals and dreams which is why we got into

the travel business in the first place. In addition, you

want your life to have an impact and to help people

experience their dream vacations (as opposed to

your life just being long). So to reach those goals,

fulfill your dreams, and have a life of impact, you

have to “find your corner of the sky.”

In other words, you have to determine what makes

you different and how to communicate that to all

potential customers. Let your “spirit run free” and

your personality shine, and create a unique sales

proposition that will make your goals and dreams

come true!

The real secret to a life well lived and to being a

travel agent who provides extraordinary value is

made clear at the end of the show when Pippin

learns that he (just like you) is extraordinary! So as

the lyrics so eloquently describe: spread your sun-

shine by pitching in and doing what is right and you

will be closer to your heart’s desire by living your life

in superlatives and doing extraordinary things!

Now I’ve learned if I just pitch in and do what’s right

Things will always work out

And if we all could spread a little sunshine

All could light a little fire

We all would be a little closer

To our heart’s desire

I’ve got to be someone who lives

All of his life in superlatives

When you’re extraordinary

You gotta do extraordinary things

Get ready, you got magic to do!

Over 40 years of travel industry success Full staff of personal business consultants Unique protected territory system Excellent preferred supplier relationships Award-winning suite of marketing programs Social media tools Powerful technology solutions Proprietary cruise booking engine Website and mobile solutions Meeting and incentive resources Hotel program with rich amenities A full suite of corporate travel solutions Over 19 travel brands servicing you daily

We invite you to learn more about why our

The TRAVELSAVERS Difference.

March 2014

By Paull Tickner

Paull Tickner has been designing and operating niche travel programmes for the UK and Ireland for over 30 years.

For more information E-mail Paull at [email protected]

12Bright Ideas Britain

January and February are busy

time for domestic U.K. trade

shows and this year’s crop has

produced a superabundance of

wonderful new product,s some

of which I’d like to share with

you. In a few days time, the Best

of Britain and Ireland showcase

opens, which means I’ll have

more gems for you in the

next issue.

13Stay in a CastleIf you want to impress a couple of your cruise clients

or get the attention of a small group of 10-15 sailing

in or out of Southampton, tempt them with three or

four nights at moated, 11th-century Bickleigh Castle,

a fortified manor house on the banks of the River

Exe. The romantic buildings and thatched cottages

make it the perfect base for side trips to the cathe-

dral city of Exeter, a drive through Lorna Doone

Country, a nostalgic steam hauled train ride, and a

close encounter with Agatha Christie on the English

Riviera. Topped and tailed with London for non-

cruise customers, this one’s a real winner.

Cruising the River ThamesI was asked recently if there’s anything similar to a

Viking River cruise on the River Thames. The answer

to that is, unfortunately, no - but with a bit of cre-

ative thinking, it is possible to design a four or five

n ight program that l inks Oxford , Windsor and

London.

It begins in the university city with one of their imagina-

tive walking tours and a visit to treasure-filled Blenheim

Palace. It also includes time for punting on the river,

where prizes will not be awarded for falling in.

Add in short cruises on interesting sections of the

river, visits to a couple more stately homes, a leisurely

look at Windsor Castle, an alfresco picnic and a pub

lunch thrown in for good measure and you have a

package that could appeal to a couple of independent

travellers, as well as a group of 30 or more people.



March 2014

14Annual Shakespeare Festivals and theatres that

produce seasons of the Bard’s plays will already

be aware that 2014 is the 450th anniversary of

his birth. They may also be incorporating this fact

into their publicity material.

I ’ve been working c losely with experienced

Shakespearian actor James Hunt to put together

a tour that starts with the Globe Theatre and the

recently opened Sam Wanamaker Playhouse in

London. It then includes some intriguing twists

and turns on the way to Stratford, including a

close encounter with a Druid before some spe-

c ia l v i s i t s to the Shakespeare Houses and

front/backstage tour of the Royal Shakespeare

Theatre . For more in format ion , E-ma i l

[email protected]

London Theatre Tour with a Twist

15


Gargoyles and GrotesquesThe university city of Oxford has been applying their lit-

tle grey cells to the guided walks they offer. In addition

to their very good University and City tour, you can:

Take the Inspector Morse tour, which follows in

the footsteps of the city’s famous detective and his

successor Lewis;

Indulge in some Magic, Murder and Mayhem as you

discover the worlds of secrets societies, alchemists,

martyrs, traitors, rogues and criminals;

Learn about Alice in Wonderland and Harry Potter

on their Harry meets Alice tour. For Potter fans,

they also have Pottering in Harry’s Footsteps;

The Gargoyles and Grotesques tour may give you

a slight crick in the neck as you peer upwards at

the symbols, emblems, motifs, animals and demons

that cling to the roofs and walls of many buildings.

And there’s more at www.visitoxfordandoxford-

shire.com/official-tours/default

Shop and DineOne of the advantages of putting together tours that trav-

el less and see more is that there’s usually more time for

that favourite pastime of shopping. That’s certainly the

case when your customers get to London and to ensure

that they get the very best out of the short time there I

like to include the London Shop and Dine program, which

will give them special privileges and offers at dozens of

retailers and restaurants in and around London.

Renowned as one of the fashion and food capitals of

the world, London offers visitors an unparalleled trav-

el experience f i l led with internat ional sty le and

flavour. From Bohemian boutiques to custom British

tailoring; designer shops to internationally branded

retailers and outlets, the city sets the bar for some of

Europe ’s most s ty l i sh shopping dest inat ions .

Whether you are taking one of my long weekend

tours or programs of five nights or more, I can guar-

antee that you’ll discover a unique array of shopping

and dining experiences found nowhere else in the

world! The norm for discounts in the participating

stores, shops and boutiques is between 10% and 15%.

The dining offers range from between 10% and 30%.

Putting OnThe StyleIf you want to impress

your female fr iends,

let ’s put together a

London Girls Getaway

that includes Fashion

Rules (dresses from H

M The Queen, the Princess Margaret and Diana, Princess

of Wales) and special tours of the V&A and the Fashion

and Design Museum, plus lots of time for shopping!

The 6-night package includes a s ide tr ip to the

Roman city of Bath for two days of Jane Austen con-

nections, a rooftop swim at the Thermae Bath Spa

and a visit to the Fashion Museum to see their exhi-

bition “The Georgians: Dress for Polite Society.”

You should also add a visit to the American Museum

where there’s a fabulous Quilt Collection and an

exhibition of the world renowned American knitwear

and textile designer Kaffe Fasset. Since it’s all there

until Nov. 2, you can now start planning a U.K. trip

for the autumn!

16

Cindy Bertram

March 2014

In today’s information overload world, we’re inundated with E-

mails, text messages and using different areas of social media.

But the human touch factor is NOT dead – it’s even more

important today.

Several top executives I’ve been fortunate to know and devel-

op genuine relationships with are ones that use a strong per-

sonal human touch. Perhaps one of the best at this is Randy

Garfield, president of Walt Disney Travel Company and execu-

tive vice president of worldwide sales and travel operations at

Disney Destinations.

After more than 43 years in the travel industry, Randy Garfield

is retiring on April 1 (but plans to stay active on at least one

travel company board). In interviews, he’s said that he be

spending the majority of his time on family and fun, but will

also keep involved in a few select areas of the travel industry.

He’ll be missed.

By Cindy BertramCindy's Inside Cruise & Travel Track, LLC

Yes, Randy Garfield Does Make Phone CallsThe first time I had a chance to talk to Randy Garfield was not at a travel conference. I had actually sent

him a letter reaching out for his help on a client’s booking. She had to cancel at the last minute due to

an unexpected, serious situation, and I just wanted to cover another base.

The day Randy received my letter, he called me at the agency I worked at. When I picked up the phone,

he said, “Oh, hi Cindy. This is Randy Garfield from Walt Disney Travel Company. I received your letter

and wanted to talk about it.” I quickly gathered my composure (I didn’t fall out of my chair, literally or

figuratively) and we covered a few key things. It was a great conversation and he was so gracious with

his time. Afterwards, I mailed Randy a note in a personal card to thank him again.

Did he HAVE to pick up the phone and call me? No, but he took time out of his incredibly busy sched-

ule. I knew he truly was a genuine person who cared, along with being a leader who led by example.

Over the years, we’ve continued to communicate via E-mail and snail mail, and there’s been a time or two since

Learning From One of the Best —

Randy Garfield & the Human Touch

17


then when he’s picked up the phone and called me. One

call was about a story I had written (in 2004) about my

mother’s first trip back to Walt Disney World three

months after she had lost her right leg to heel cancer.

Coming out of the anesthesia, my mom told my dad

that after she got fitted with her new leg, she was

going to Walt Disney World and taking us. Three

months later, she did just that. It was a wonderful

experience, along with a celebration that she had

beat cancer. (At times, she literally outran us!) Once

again, the day Randy got my story and letter, he

called to thank me and said he’d share it with his

staff.

Learning From One of the Best —

Randy Garfield & the Human Touch

Yes, Randy Garfield Takes the Time to Give Feedback I’ve also discovered over the years that Randy Garfield graciously takes the time to give feedback. On a late

Saturday afternoon a few years ago, Randy sent me an E-mail — this time it involved some feedback he

wanted to share with me.

I had just returned from a travel conference where I presented two different workshops, including one on

family travel. One of the sales managers from the Walt Disney Corporation had attended my workshop on

family travel, and in a report that he sent to Randy, provided some feedback.

Randy recognized my name and when we E-mailed back and forth. I mentioned I’d be happy to talk to this


sales manager, because any input, feedback, and sug-

gestions for improvement would be very helpful to me

as well. Randy immediately got us connected, and we

did a brief phone call discussion the following week.

The most recent example of feedback was just in

January. I reached out to Randy to get his input on

something I had mailed him. He provided some great

feedback as well as insights, which I appreciated

greatly.

Randy Garfield's thoughts about treating others and

people

In a recent E-mail conversation Randy and I had, he

shared more of his ideas. He said, “I have always tried

to treat people the way I’d like to be treated which

to me is a good rule of thumb for leaders seeking a

foundational philosophy. I believe that long after peo-

ple forget your business accomplishments they will

remember how you made them feel.”

I ’ ve never had the p leasure o f meet ing Randy

Garfield in person, but I have learned so much from

him. He is one of the best leaders I’ve come to know

and admire, and his quick responses, “fast turn-

around” and genuine care are key things I’ve also

made sure are part of my work style. I practice the

24 hour rule — getting back to people within a day

with some type of response, whether it’s early morn-

ing or later in the evening.

I also subscribe to his “We’re all human beings” mind-

set. Yes, I E-mail and text, share on Facebook, tweet

and blog, but realize there is a real person on the

other side of that message. I also believe that picking

up the phone and making a call is still one of the best

ways to build genuine, ongoing relationships.

What I’ve Learned From

Randy Garfield

We’re Still Human BeingsIn the age of digital technology, we’re still human beings, and should

never lose touch or sight of that. Surrounding ourselves with great

people, continuing to learn, and being receptive to feedback are

other key things I’ve learned and incorporated into my own

management style. And once again, it’s thanks to leaders

like Randy Garfield.

On a personal note? Thank you Randy, for making a dif-

ference in people’s lives, leading by example, being

so accessible and having a positive impact in the

travel industry. And best of luck

as you enter a new phase of

your life.

18

March 2014


Enterprise Rent-A-Car, National Car Rental Brands Receive Distinction in U.S.

Enterprise & National Recognized as J.D.

Power 2014 Customer Champions

Enterprise Holdings’ Enterprise Rent-A-Car andNational Car Rental brands have been recognized asJ.D. Power 2014 Customer Champions. The brands aretwo of only 50 brands to earn this distinction.

As Customer Service Champions, the Enterprise andNational brands join 48 of the highest-performing U.S.brands that deliver service excellence — both withintheir respective industry and across nine industries mea-sured. To qualify for inclusion on this elite list, brandsmust excel among the nine industries and 600 brandsincluded in the Customer Champions analysis by J.D.Power. To determine the J.D. Power 2014 CustomerChampions, J.D. Power examined five factors, including:people, presentation, process, product and price. The2014 Champions were identified based on customerfeedback, opinions and perceptions gathered primarilyfrom J.D. Power’s syndicated research in 2013.

According to Pamela Nicholson, CEO and presidentof Enterprise Holdings, “Quality customer service is ofthe utmost priority for each of our brands and a stan-dard by which we continually evaluate ourselves.Whether in one of our neighborhood locations or at anairport, we are committed to our customers no matterwhere they need us. This accolade from J.D. Power onbehalf of our customers reaffirms these efforts.”

Both the Enterprise and National brands are alreadyrenowned for their signature customer service. Withmore than 5,500 airport and neighborhood officeslocated within 15 miles of 90 percent of the U.S. popu-lation, the Enterprise Rent-A-Car brand is known for itsextensive network of locations, everyday low rates andoutstanding, localized customer service. On the otherhand, National Car Rental is the premium car rentalbrand known for its focus on business travelers andunsurpassed convenience, service and choice offered byits unique Emerald Club loyalty program.

This distinction is further proof of the resurgence of theNational brand. Just seven years ago, National’s futurelooked anything but bright. Then, in 2007, the Taylorfamily acquired National and its sister brand Alamo

Rent A Car. After the acquisition, Enterprise Holdingsrecommitted to the brand by investing tens of millions ofdollars to upgrade facilities and technology and createseveral new marketing campaigns, ultimately leading tothe customer-championing brand recognized today.

In fact, National Car Rental, Enterprise Rent-A-Carand Alamo Rent A Car took the three highest-ranked carrental brand spots in the J.D. Power 2013 NorthAmerican Rental Car Satisfaction StudySM. The study,which surveyed leisure and business travelers who rent-ed vehicles at North American airports, ranked NationalCar Rental highest in customer satisfaction, followed, inorder, by the Enterprise Rent-A-Car and Alamo Rent ACar brands. This marked the second year that EnterpriseHoldings’ car rental brands — National, Enterprise andAlamo — captured the top three spots, and the first timethat the brands were the only car rental brands to finishabove the industry average.

Showcase

About Enterprise Holdings

Enterprise Holdings and its affiliate Enterprise FleetManagement together offer a total transportationsolution. Combined, these businesses includeextensive car rental and car-sharing services, com-mercial truck rental, corporate fleet managementand retail car sales. Enterprise Holdings, throughits regional subsidiaries, operates the largest fleetof vehicles in the world through a global networkunder the Enterprise Rent-A-Car, National CarRental and Alamo Rent A Car brands. Its affiliate,Enterprise Fleet Management, provides full-servicefleet management to companies and organizationswith small- to medium-sized fleets. Other trans-portation services marketed under the Enterprisebrand name include Enterprise CarShare,Enterprise Rideshare, Enterprise Car Sales andEnterprise Commercial Trucks.

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March 2014

Alamo Rent A Car and National Car Rental

Now Open in Belize, Peru and Turks & Caicos

Enterprise Holdings has announced the March openingof new international airport and neighborhood franchiselocations for its Alamo Rent A Car and National CarRental brands.

Alamo Rent A Car and National Car Rental will servecustomers at Philip S.W. Goldson International Airportand in Belize City, Belize. Alamo Rent A Car will alsoopen a location serving Peru’s Jorge ChavezInternational Airport, as well as two locations in Turks &Caicos in Providenciales and at ProvidencialesInternational Airport.

“The addition of these locations in Latin America andthe Caribbean provide countless more travelers accessto the affordability and convenience offered by ourgrowing network of Alamo and National brand loca-tions,” said Peter Smith, vice president of global fran-chising for Enterprise Holdings.

All locations are offering grand opening promotions incelebration. Available on qualifying minimum six-daycar rentals, specific country offers include:

Belize: From March 31 through May 30, both Alamoand National locations will offer up to a $25 discountoff weekly rentals. National customers can use couponcode: ND9357KRT; and Alamo customers can usecoupon code: AD2894HED.

Peru: Through April 30, the new Alamo branch atJorge Chavez International Airport will offer up to a $20dollar discount off weekly rentals. Customers can usecoupon code: AD2857JUT.

Turks & Caicos: Through April 30, both Alamo loca-tions will offer up to a $30 dollar discount off weeklyrentals. Customers can use coupon code: AD2389ZAP.

Through these new locations, the Alamo and Nationalbrands will serve the many business and leisure travelersthat collectively visit these major Latin American citieseach year. Today, Alamo and National franchises nowoperate in 28 countries and territories throughout LatinAmerica and the Caribbean.

Currently, through its regional subsidiaries, EnterpriseHoldings owns and operates the Alamo Rent A Car,National Car Rental and Enterprise Rent-A-Car brands inNorth America, as well as a comprehensive network ofNational and Alamo locations throughout the Americasand, through a combination of corporate ownership andfranchise agreements, a rapidly expanding global net-work of Enterprise operations.

Showcase

New Locations to Offer Grand Opening Promotions

More information on the National and Alamo brands and their grand opening promotionscan be found at www.alamo.com and www.nationalcar.com


About Enterprise Holdings

St. Louis-based Enterprise Holdings is the largestcar rental service provider in the world. Togetherwith its affiliate Enterprise Fleet Management,Enterprise Holdings offers a total transportationsolution that accounted for $16.4 billion in rev-enue, employed 78,000 and operated 1.4 millionvehicles throughout the world in fiscal year 2013.Operating through its regional subsidiaries,Enterprise Holdings is the largest car rental com-pany in the world as measured by revenue, fleetand employees. Enterprise Holdings’ annual rev-enues also place it near the top of the travel indus-try, exceeding all other rental car companies, andmost airlines, cruise lines, hotels, tour operatorsand online travel agencies.

March 2014

Well-Being Travel AcceptingSupplier and Destination Memberships

— New Exclusive Directory of Wellness Suppliers and Destinations To Roll Out —

Showcase

For more information and to register, visit www.wellnesstravelsymposium.com

About

Well-Being Travel is a

leading marketing

organization which is

open to the industry

that focuses on edu-

cating the travel

agent community on

the growing trend of

health, wellness and

medical travel. Well-

Being Travel helps

distinguish its mem-

ber travel profession-

als as instant health

and wellness afi-

cionados while also

serving as an expert

consulting service

that seamlessly man-

ages medical travel

needs around the

world from one

source. For more

information, visit

www.well-beingtrav-

el.com.

Well-Being Travel, the leading industry marketing organization dedicated to

educating travel professionals about the trend of health, wellness and med-

ical travel, announced at its inaugural symposium today that it will be

accepting applications from suppliers and destinations for exclusive mem-

berships beginning this spring. The conference is currently in session at the

MGM Grand in Las Vegas, and is being attended by travel professionals, top

hotel executives, spa directors and travel suppliers.

"Health and wellness tourism is a very lucrative niche that is quickly growing," says

Anne Marie Moebes, Executive Vice President of Well-Being Travel. "Our ultimate

goal is to help travel professionals seize opportunities surrounding this very specific

market. The message is very clear at our symposium this week; they want access to

suppliers and destinations that are committed to health and wellness travel and we're

delivering by helping both parties join forces to become even more profitable."

Well-Being Travel is at the forefront of it all, having already established relation-

ships with some of the finest wellness suppliers and destinations, including the

MGM Grand, which recently introduced its innovative StayWell room concept.

Others include EVEN Hotels, a new wellness concept hotel brand by

InterContinental Hotels Group, the Malaysia Healthcare Travel Council and more.

Applications will be carefully reviewed to ensure each potential member is

an appropriate fit for travel specialists that are part of Well-Being Travel.

Those who are accepted will be featured in the brand's exclusive supplier

and destination directory, gain access to Well-Being Travel's member travel

professionals, receive e-marketing support, get reduced fees to Well-Being

Travel conferences and webinars and more. Destinations and suppliers inter-

ested in applying for membership with Well-Being Travel can email

[email protected].

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March 2014

Portuguese Tourism Office Launches New Events for Travel Agents

The Portugal Experience 2014, in collaboration with Acclaim Meetings, to help Travel Professionals gaininsight into Emergin European Destination -

Showcase

With a 16.4% increase in overnight stays by Americanhotel guests last year, the U.S. has become one ofPortugal’s fastest growing inbound tourist markets.With that in mind, the Portuguese Tourism Office isdedicating itself to educating the travel agent commu-nity about this emerging destination with a series ofroad shows entitled ‘Portugal Experience 2014,’ to beheld in Boston, New York, Washington DC and Miamithis spring. Attendees can learn first-hand whyPortugal is a trendy, affordable and fast-growing traveldestination with unique experiences. The events arebeing organized in collaboration with AcclaimMeetings.

Travel agents can register for a trade show, followedby a reception, which will provide the opportunity tomeet with a group of Portuguese hoteliers, airlines andtour operators. All of the events run from 4:30 p.m. to7:30 p.m. Space is limited to the first 125 agents whoregister for the following dates:

March 31st – Omni Parker House, BostonApril 1st – New York Hilton Midtown, NYCApril 2nd – Omni Shoreham, Washington DCApril 3rd – Conrad Hotel, Miami

To sign up, visit https://www.regonline.com/portugal-experience. For more information, please contactDebbie Press at [email protected].

“American travelers are looking for two things – valuefor the dollar and the value of experiences,” saysJayme Simões, a tourism spokesperson. “Portugal isstrong on both counts. The country’s mild, year-roundclimate, along with its historical attractions, new andclassic museums and fresh wine regions makePortugal a memorable place for the American travelerto explore. Portugal has an amazing diversity of expe-riences for a country the size of Maine.”

The Portuguese Tourism Office has developed the‘Portugal Experience’ in several countries and citiesaround the world, expanding from 25 to 36 events in2014. The U.S. is one of the five countries that wereincluded in this year’s series.

Portugal has received numerous accolades in recentmonths from American and European sources alike.Most recently, Porto was named Best EuropeanDestination 2014 by the European Consumers Choice.Lisbon was also named one of the Top 25Destinations in Europe in the 2014 TripAdvisorTraveler’s Choice Awards and coined destination ofthe year by Conde Nast’s Jaunted. The Douro Valleyappeared on Fodor’s Go List for 2014 and CNNnamed Porto's Casa da Música one of the world’s mostbeautiful concert halls.

Part the Ministry of the Economy, Turismo de Portugal/Portuguese Tourist Office is the national tourism authorityresponsible for promotion, enhancement and sustainability of tourism activities, aggregating within a single entity all the institutional competencies related to stimulation of tourism activities, from the supply sector to demand. For more information, go to www.turismodeportugal.pt/english/TurismodeportugalIP/AboutUs/Pages/AboutUs.aspx. To view a brief video about Portugal as a travel destination, to go www.youtube.com/watch?v=j5tFXbhEm1I.


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