A Airline complaint letter goes viral

Wednesday 3rd July 2013
▶ P1
Dubai Duty Free notes
$874 Million turnover
Six Senses protects
Vietnam coral...READ MORE
Guatemala tourism
climbs...READ MORE
Dubai Duty Free
notes $874 Million
turnover in H1
Airline complaint letter goes viral
Richard Branson uses case to give lesson via blog...
passenger of
Carribbean airline
LIAT (Leeward Islands Air
Transport) has written a
complaint letter about his
terrible flight that has gone
viral thanks to a posting by
Richard Branson.
Arthur Hicks wrote an
open letter to LIAT about
his journey that involved six
flights and endless delays,
resulting in him missing his
connecting ferry.
The complaint letter
was originally published
in British Virgin Islands
newspaper BVI Beacon in
April, but has gone viral
since Richard Branson
used the letter as a
warning to staff via his blog
about taking on customer
feedback to improve.
In his blog he joked that
LIAT is “reputed to stand
for Languishing In Airport
The letter in full:
Dear LIAT,
May I say how considerate it is of you to enable your
passengers such an in-depth and thorough tour of the
Most other airlines I have travelled on would simply wish
to take me from point A to B in rather a hurry.
I was intrigued that we were allowed to stop at
not a lowly one or two but a magnificent six
airports yesterday.
And as for being patted down by a variety of islanders,
well, I feel as if I’ve been hugged by most of the
Caribbean already.
I also found it unique that this was all done on 'island
time', because I do like to have time to absorb the
atmosphere of the various departure lounges.
As for our arrival, well, who wants to have to take a ferry
at the end of all that flying anyway?
And who wants to fly on the same airplane the entire
time? We got to change and refuel every step of the way!
I’m glad the boat was long gone by the time we arrived
into Tortola last night — and that all those noisy bars and
restaurants were closed.
I particularly enjoyed sampling the security scanners at
each and every airport. I find it preposterous that people
imagine them all to be the same.
P.S. Keep the bag. I never liked it anyway.
So thank you, LIAT. I now truly understand why you are
'The Caribbean Airline'.
Egypt tourism minister quits
ubai Duty Free has announced
a 13% increase in sales with
turnover reaching US $874 million
for the first six months of the year.
The figures signal an excellent
prospect for the retailer’s 30th year
of business, with an anticipated
turnover of $1.8 billion this year, the
company said.
Perfumes, liquor and gold
retained the top three category
positions with perfumes in particular
showing strong growth with a sales
increase of 18% to$136 million year
to date, while gold retained its third
position showing an increase of
13% to $88 million.
Sales of tobacco were up by 13%
while confectionery was up by 15%.
Click here for full story.
Bookings to
Lebanon, Syria
and Turkey down
by 50%
ravel warnings have led to a
significant drop off in bookings
for Syria, Lebanon and Egypt,
according to tour operators.
Kulwant Singh, managing
director of Lama Tours, told Gulf
News that travel warnings put out by
GCC governments had added to the
drop off in bookings.
"We have seen cancellations of
bookings from the UAE to Lebanon,
Syria and Turkey between 40 to 50%
for June," he said.
isham Zaazou, the
tourism minister
of Mohamed Morsi’s
Muslim Brotherhood
government, is one
of five ministers who
have reportedly quit
amid widespread antigovernment protests.
Middle East news
agency Al Jazeera, who
cited a senior officials
as the source, said the
ministers had resigned
in sympathy with the
protests, which are
calling for president
Morsi’s resignation.
Zaazou has
resigned along with
communication & IT
minister Atef Helmi;
legal & parliamentary
affairs minister Hatem
Bagato; water minister
Abdel Qawy Khalifa;
and environment minister Khaled
The demonstrations mark
Amadeus signs
cruise agency deal
the one year anniversary of
Morsi’s reign, which has left many
Egyptian’s disenfranchised after the
Arab Spring as Travel Daily reported
last month.
Click here for full story.
madeus has signed a new
agreement with Griffin Global
Group, a global travel agency
specialised in the marine and
cruise industries.
The agreement marks an
extension of the companies' 10-year
relationship, which has seen Griffin
adopt the Amadeus Selling Platform,
Amadeus Web Services and
Amadeus Agency Manager solutions
in 20 markets across the world.
Avista Hideaway
A Hidden Treasure in Phuket
Book Now
and Enjoy up to 20% Off
Opening mid-December 2012
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Editor: Charmaine Fernz Regional Director: Paul Adams Editor-in-Chief: Mark Elliott TRAVEL DAILY ASIA
Wednesday 3rd July 2013
IATA laments low airline
Claims other industries getting rich at
airlines' expense...
▶ P2
Six Senses protects Vietnam coral
A luxury resort near the
Vietnamese resort town of
Nha Trang, Six Senses Ninh
Van Bay, has launched a new
programme to protect the
area's coral reef.
he world's airlines are not
reaping the financial rewards
they deserve, considering the amount
they contribute to the global economy,
the International Air Transport
Association (IATA) has said.
Lamenting the industry's thin
margins and low profits, IATA, which
represents 240 airlines worldwide,
said other industries such as
fuel companies and electronic
distributors have been getting
rich at airlines' expense, and that
"new thinking" was needed on the
relationships between the aviation
industry and its partners, in an effort
to attract new investment.
“The airline industry has created
tremendous value for its customers
and the wider economies we serve,”
said IATA's Director-General & CEO,
Tony Tyler.
“But in the 2004-2011 period,
investors would have earned US$17
billion more annually by taking their
capital and investing it in bonds and
equities of similar risk.
Unless we find ways to improve
returns for our investors it may prove
difficult to attract the US$4-5 trillion
of capital we need to serve the
expansion in connectivity over the
next two decades, the vast majority
of which will support the growth of
developing economies.”
IATA stated that airlines are the
"least profitable segment of the air
transport value chain", largely due to
their fuel costs.
In contrast to airlines' combined
annual net profits of US$7.6bn in
2012, fuel companies "benefited
from an estimated US$16-48bn of
their annual net profits generated
by air transport", according to the
It also claimed that distribution
is the "most profitable part of the
rest of the value chain", with the
computer reservation systems units
of the three main GDS companies
generating an average return on
invested capital (ROIC) of 20%.
IATA added however, that much
of the problem for airlines lies in
the industry’s "highly fragmented
and unconsolidated structure and
the nature of competition, rather
than in the supply chain", although
it added that distribution is "a key
part of the puzzle".
Click here for full story.
Royal Jordanian opens new routes to
Lagos and Accra
The company has entered
into a partnership with two
marine biologists from the
Netherlands to create a new five-year plan to conserve the marine
ecosystem. Thomas Swierts and Selma Ubels from the University
of Utrecht have established a project that will lead to the creation
of a new swimming and snorkelling pathway through the reef. They
will also take a regular inventory of the area's marine life - both fish
and coral. The marine biologists are also training the resort team on
identifying the aquatic flora and fauna, enabling staff to take guests
on snorkelling trips.
The resort is also developing an environmental awareness
campaign among guests, in an effort to preserve the natural
surroundings. Eventually guests will be able to adopt their own
coral patch, where they re-attach broken shards of living coral similar to hotel tree-planting schemes. Click here for full story.
Centara Bangkok launches own green policy
Centara's flagship hotel in
Bangkok has launched its
own in-house environmental
programme, designed to
measure its carbon footprint.
The CEPPER scheme
(standing for 'Community,
Partnerships, Products &
materials, Education and Recycle') is now in force at the Centara
Grand & Bangkok Convention Centre at CentralWorld, as the
property targets EarthCheck's silver certification. It achieved bronze
level in 2010.
“CEPPER allows us to focus, and to set and achieve objectives that
individually and cumulatively have far-reaching effects,” said the
hotel’s GM, Robert Maurer-Loeffler. "The programme also affects
the way in which we as individuals view the environment, and how
we can each play a part in making this a better world."
To achieve EarthCheck's Silver level, a hotel is required to monitor
and measure its greenhouse gas emissions, energy efficiency,
water use, wastewater management and other areas. Centara
is now using the CEPPER initiative to ensure it achieves these
measurements in all areas of its operations.
Marina Bay Sands achieves green meeting
Marina Bay Sands has
become the first conference
venue outside the US to
be certified under new
international sustainability
standards for the MICE
The Singapore integrated
resort has achieved 'Level One' certification in the ASTM
Standards - the first of nine standards introduced by the Green
Meetings Industry Council (GMIC) in 2012 to make the industry
more sustainable.
"Marina Bay Sands is proud to be the first Asian venue to attain the
ASTM Venue certification," said Mike Lee, Vice President of Sales
of Marina Bay Sands.
oyal Jordanian has launched
a regular service between
Amman and Lagos and Accra.
The new additions will raise the
number of the RJ destinations to 61
spanned over four continents.
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The company will operate the
route (Amman-Lagos-Accra-LagosAmman) twice weekly with its widebodied, 280-seat Airbus A330s, on
Wednesdays and Fridays.
"This is a significant achievement that recognises our extensive
and ongoing commitment towards sustainable practices in our daily
operations. With this global accolade, we aspire to lead by example
and further cement our position as Asia's leading MICE provider."
The ASTM standard evaluates venues in several areas, including
waste management, energy, air quality, water, procurement and
community engagement.
Click here for full story.
[email protected]
Editor: Charmaine Fernz Regional Director: Paul Adams Editor-in-Chief: Mark Elliott TRAVEL DAILY ASIA
Wednesday 3rd July 2013
Lebanese air traffic controllers to go
on strike
▶ P3
Holiday Inn expands in Ecuador
has opened a new
Holiday Inn hotel in Ecuador.
The 122-room Holiday Inn
Hotel Guayaquil Airport is a
new-build property located
adjacent to José Joaquín
de Olmedo International
Airport in Ecuador's second
biggest city. Facilities
include a swimming pool,
business centre, fitness centre, lobby bar and eight meeting rooms.
It becomes the second IHG-branded hotel for Ecuador, following
the Holiday Inn Express Quito, and the company also has plans to
launch a new Holiday Inn at Quito Airport in 2016.
ir traffic controllers at
Lebanon’s Rafic Hariri
International Airport are to stage a
two-hour strike on Thursday.
The group added it would
take further action if the
country’s parliament failed to
include them in public sector pay
increases, according to a report in
The Daily Star.
All services will be put on hold
between 7am and 9am delaying
at the least inbound and outbound
flights by two hours.
"This time we will not back
away before our demands are met,
whatever the consequences may
be," a committee representing the
controllers said.
Intercontinental Abu Dhabi forges
ahead with renovation
ntercontinental Hotel Abu Dhabi
is pushing ahead with major
expansions to become “more
attractive for tourists”, the hotel
has said.
The Hotel's general
managerDieter Franke, said
the Dhs 35m expansion, which
includes a new health spa,
was approved by the National
Corporation for Tourism and
Hotels (NCTH) within ongoing
plans to develop its hotels and
resorts in the country.
"Those projects would turn
Intercontinental into a major
tourism destination, adding
that they have been part of the
vision of HH Sheikh Hamdan bin
Mubarak Al Nahyan, Minister of
Higher Education and Scientific
research, Chairman of NCTH,”
he said.
Meliá to launch Tryp Hotels in Peru
Hotels International has
announced plans to launch a new
Tryp hotel in Peru. Due to open in
Peru's capital Lima in 2016, the
Tryp Lima Miraflores will feature
140 rooms plus a restaurant, fitness
room and meeting rooms. Located in
the Miraflores area, which is popular
with tourists, the new hotel will target
both leisure and business travellers.
It will become Meliá Hotels' second
property in the city, following the Meliá Lima Hotel. The company is
also planning to bring its Innside brand to Peru.
Aeromexico adds US services
has added
several new services from
Mexico City to destinations in
the US this summer. Effective
1 July 2013, the carrier has
add a second daily flight
on its Mexico City-Orlando
route, and a fourth daily
service between the Mexican
capital and Miami. In addition, Aeromexico has started operating
six more weekly flights between Mexico City and Los Angeles. In a
separate move, the Mexican airline has leased three Embraer E170
regional aircraft from Finnair for a period of six years.
"The expansions will be
completed in the fourth quarter
of 2013."
Unique self-serve Costa Coffee for
Dubai International
( L- R) Paul Gr iffiths , CEO of D u bai A irpor t s
and Gary Chapman, pres ident of group
s erv ices & Dnata, Emirates Group.
Guatemala tourism climbs
arrivals to the
Central American nation of
Guatemala have increased
in 2013. According to the
latest data from the country's
Ministry of Economy,
international arrivals climbed
8.8% in the first quarter
of 2013. And Guatemalan
specialist Martsam Travel
said 85% of visitors to the
country visit one or more of its three UNESCO World Heritage sites Antigua, Tikal and Quirigua - which form the backbone of a new 10year sustainable tourism development plan implemented in 2012.
JetBlue launches Costa Rica flights
Airways has
ubai International is hosting
Costa Coffee’s worldwide
launch of its 5-sense self-serve
coffee experience by Costa Express.
The one-of-a-kind self-serve
machine made its debut at Terminal 3,
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Concourse A, Dubai International.
Each unit recreates the sound
of a bustling café and the smell
of a coffee shop is recreated to
greet customers as they approach
the machine.
[email protected]
launched a new route to San
Jose, the capital of Costa
Rica. Effective today, the
US carrier will serve the
Central American country
with daily direct flights
from Fort LauderdaleHollywood International
Airport in Florida, using its
150-seat Airbus A320 aircraft. Destinations in Latin America and
the Caribbean now make up almost a third of JetBlue's entire route
network. The carrier previously launched flights between Orlando
and San Jose in 2009.
Editor: Charmaine Fernz Regional Director: Paul Adams Editor-in-Chief: Mark Elliott TRAVEL DAILY ASIA
Wednesday 3rd July 2013
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Abu Dhabi boasts new link to Kenya
bu Dhabi Airports
(ADAC) welcomed
the inaugural flight of
Kenya Airways, the
national carrier of
Kenya into Abu Dhabi
International Airport.
Kenya Airways will
now offer three flights
a week between AUH
and Nairobi, Kenya.
The three flights
a week planned
on Mondays,
Wednesdays and Fridays will
depart from NBO at 19:25
and arrive in AUH at 01:05 the
following day, whilst flights leaving
AUH at 02:05 will arrive in NOB at
Luxury online
resource launches
05:55 on the same day.
The new route will use a B737800 aircraft containing 145 seats
divided between business and
economy classes.
new online resource has been
launched to showcase the
“best in luxury travel”.
The Luxury Travel Intelligence
(LTI) has been devised by
Michael and Jan Crompton after
finding reviews sites too polarised
and becoming fed up with “too
flimsy and out-of-date information”
on websites.
Its exclusive list is made of
hotels, restaurants, spas and
clubs picked by an advisory board
of 20 members of the luxury
travel industry.
In addition it will offer regular
reports and news into the luxury
sector and will list events with direct
contacts to arrange bespoke visits.
Emirates Skywards' Future Artists competition launched
he fourth instalment of
Emirates Skywards' Future
Artists Competition has been
launched with the aim of
connecting emerging artists with
Emirates’ frequent flyer programme.
Open to all artists worldwide,
the competition is designed to give
undiscovered talent the chance to
be seen by millions.
It is open to artwork across
three broad media categories:
photography/digital media, painting/
illustration, and 3D (sculpture,
ceramic and glass).
Four winning entries will be
chosen, one for each tier of
Emirates Skywards membership.
Winners of the competition
will have their artwork featured
“P.S. Keep the bag.
I never liked it
Disgruntled passenger
who flew LIAT
Hertz partners
with Kuwait
on the Emirates Skywards 2014
membership cards. In addition, the
creators of the winning artworks will
receive a commission of $5000 and
their selected artwork will be featured
in supporting promotional material.
he Hertz Corporation has
partnered with Kuwait Airways
to provide special rewards to
members of the airline's frequent
flyer program, Oasis Club.
As a result of the agreement,
Oasis Club members can take
advantage of best available rates on
car rentals at Hertz locations across
the airline's international network
of 34 destinations, and beyond at
any of the 8,800 Hertz locations
worldwide, while earning 500 Oasis
Club Miles for each rental.
This doubles up to 1,000 Oasis
Club Miles for those booking cars
from the Hertz Prestige Collection
which includes luxury brands such
as Mercedes, BMW and Porsche.
Qatar Airways to fly FC Barcelona to Asia
atar Airways will fly FC
Barcelona to Asia next month,
to take part in its summer tour.
As the official title sponsor of the
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'FC Barcelona Asia Tour 2013', the
Doha-based airline will transport
the Spanish football giants to
Thailand and Malaysia, where they
[email protected]
will play matches in Bangkok and
Kuala Lumpur on 7 and 10 August
Qatar Airways will make history
next year when it becomes the first
commercial company to sponsor FC
Barcelona's shirts.
Editor: Charmaine Fernz Regional Director: Paul Adams Editor-in-Chief: Mark Elliott TRAVEL DAILY ASIA
Wednesday 3rd July 2013
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Shangri-La Dubai celebrates decade
with AED10 rate
Number of airlines
represented by
Contact us today
Turnover of Dubai
Duty Free for H1.
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Editor in Chief: Mark Elliott
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2 hours
Length of strike by
Travel Daily Asia
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Sales: Ian Matthews
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Lebanese traffic
controllers on
Travel Daily UK
Editorial: Amanda Greenwood
[email protected]
Sales: Peter Mason
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Sales: Issy Anderson
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Wyndham opens
new Turkey hotel
Travel Daily Middle East
Editorial: Charmaine Fernz
[email protected]
Sales: Peter Mason
[email protected]
Sales: Issy Anderson
[email protected]
Travel Daily India
yndham Hotel Group has
opened its second upscale
hotel in Turkey.
The 307-room Wyndham
Istanbul Petek is operated under
the Wyndham Hotels & Resorts
name and is the 20th property in the
country under the entire group.
“We are thrilled to welcome
yet another stunning Wyndham
Hotels and Resorts property in
Turkey, a country that is integral to
our growth strategy in the region,”
said Rui Barros, Wyndham Hotel
Group’s senior vice president and
managing director for Europe,
Middle East and Africa.
Click here for full story.
Hyatt selects
yatt has selected SiteMinder
as a channel manager.
The company has chosen
SiteMinder's technology in an
effort to more effectively manage
the online distribution of its entire
David Williams, SiteMinder's
Executive Director of Global Sales
& Marketing, called the Hyatt
contract a "milestone achievement"
and a "vote of confidence in
SiteMinder’s ability to bolster the
group’s online visibility".
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hangri-La Hotel, Dubai
is celebrating 10 years in
operation with an AED 10 room rate,
valid for bookings on 10 July only.
The rate is limited to the
first ten bookings madevia the
Editorial: Krupa Vora
[email protected]
Sales: Jay Shah
[email protected]
website booking engine at
Cruise News UK
Editorial: Sam Ballard
[email protected]
Sales: Peter Mason
[email protected]
Sales: Issy Anderson
[email protected]
Guests may start bookings on 8
July at 9am. using the special rate
code SLDB10ANN.
Minor acquires Per AQUUM stake
hailand's Minor Hotel Group
has continued to recent
expansion with the acquisition
of a 50% stake in luxury resort
operator, Per AQUUM.
The US$4 million deal will
see Minor join forces with
Per AQUUM's current owner,
Universal Enterprises Pty Ltd,
to jointly develop and expand
the brand across Asia and the
Indian Ocean.
Per AQUUM currently operates
a portfolio of three luxury
properties – Huvafen Fushi and
Niyama in the Maldives and the
Desert Palm in Dubai.
But following the new
investment, Minor and Universal
plan to expand the brand to at least
eight properties.
Minor said the expansion plan
would mirror that of its existing
brands, covering Asia Pacific, the
Indian Ocean, the Middle East
and Africa.
Per AQUUM will join Minor's
portfolio alongside the luxury
Anantara, upscale Avani and
Oaks serviced residence labels,
[email protected]
Per AQU U M ’s M aldive s re s o r t , H u av e n Fu s h i
and the three new properties
take Minor’s total portfolio to 91
properties in 12 countries.
“We are delighted to announce
the latest strategic addition
to Minor Hotel Group’s ever
expanding portfolio of brands,"
said Dillip Rajakarier, CEO of the
Minor Hotel Group.
"Per AQUUM is already a very
well respected and exclusive
brand and we look forward to
having the opportunity to develop it
further working in partnership with
Universal Enterprises.”
The deal marks the third recent
acquisition for Minor.
In 2011 the company
purchased a 54.3% controlling
stake in Australia's Oaks Hotels
& Resorts, and earlier this year it
secured the purchase of Vietnambased Life Resorts.
Click here for full story.
Editor: Charmaine Fernz Editor-in-Chief: Mark Elliott Regional Director: Paul Adams Travel Daily ME is a publication of Travel Daily Media Limited (UK). All content is fully protected by copyright law. Written permission from the Editor-in-Chief Mark Elliott ([email protected]) is required to reproduce any material.
While every care has been taken in the preparation of Travel Daily Asia no liability can be accepted for errors or omissions. Content is published in good faith. Responsibility for editorial comment is taken by Charmaine Fernz.