Month: February 2017

Excursions shows “continued growth”

Organisers of Excursions, the one day travel trade show that took place on Saturday 28 January at Alexandra Palace in north London, says the event is showing “continued growth”.

Now in its 41st year, the show is seen by many in the industry as giving an indication of the health of both the industry, and of trade shows in general.

Excursions 2017
Two of the volunteers from Butser Ancient Farm near Petersfield in Hampshire, encouraging tour planners to take a closer look.
Excursions 2017
Flo Wallace and Fiona Errington from Visit Wiltshire.

Organiser, Tourism South East, says this year’s show attracted around 300 exhibitors from the UK, Ireland and continental Europe and welcomed around 1,150 visitors.

Anna Wilson-Barnes, travel trade marketing manager at Tourism South East, says; “Excursions continues to show steady growth. Remarkably, around 48% of visitors say they were attending the show for the first time, keen to discover what exhibitors had to offer and clearly demonstrating that there is still a huge need for conducting business face-to-face, even in a digital age. There was a great buzz about this year’s show with packed aisles, new contacts being made and business conducted at a high level. We were also very pleased to see so many new and younger visitors, changing some of the long held preconceptions about group travel being just for an older market.  We look forward to welcoming everyone back in 2018.”

Excursions 2017
The tourism team from the Black Country Living Museum in the West Midlands were encouraging visitors to take a step back in time.
Excursions 2017
‘One family – two historic attractions’. Berkeley Castle in Gloucestershire, and Spetchley Park Gardens in Worcestershire, are only 45 miles apart along the M5. Highlighting group packages were Helen Berryman (left) from Berkeley Castle and Zoe Cope from Spetchley Park Gardens.

Tourism South East chief executive Nigel Smith says: “We’ve consistently sustained visitor numbers over the years. We’ve achieved this by combining database marketing and traditional advertising with free coach transfers, as well as arranging fam trips and bringing in VIP coaches. All added value ways of getting trade visitors to attend. For the first time, AGTO, the Association of Group Travel Organisers, also held its AGM at the show.”

Excursions 2017
All aboard for Greatdays Travel Group’s new ‘Cruise the World’ musical lunch packages for groups were Claire Buckley and Libby Talbot.
Excursions 2017
Lisa Weaver, groups co-ordinator at Woburn Abbey and Gardens, with Roger and Pauline Bull from RB Travel and Taurus Holidays.

The show is organised by Tourism South East in partnership with London & Partners and Group Leisure magazine.

Excursions 2018 will take place on Saturday 27 January.

For more information, go to www.excursionsshow.com, follow @excursionsshow or visit the show’s Facebook page at ‘Excursions: Group Travel Trade Exhibition’.

Excursions 2017
Representing Merlin Entertainments were (left to right) Suzie Gildon, Brittany Salas and Joanne Channon.
Excursions 2017
Olivia Horner from The Historic Dockyard Chatham, the home of ‘Call The Midwife’
Excursions 2017
Offering guidance on how to choose a quality coach operator was Simon Smith of CoachMarque, the coach industry’s quality kite mark.

To see these photos at a higher resolution, go to www.facebook.com/stuartrendertourism

Clooney and Pitt attend Coach Holiday Conference

Future of coach tourism revealed at conference.

Delegates attending this year’s Coach Holiday Conference found themselves in the company of George Clooney and Brad Pitt.

The annual event, organised by the Coach Tourism Association (CTA), and held this year at the Hilton Bournemouth on Sunday 29 and Monday 30 January, attracted more than 160 coach operators, industry suppliers and guests.

Coach Holiday Conference
More than 160 delegates, representing coach tour operators, industry suppliers and tourist organisations, gathered at the Hilton Bournemouth

Messrs Clooney and Pitt found themselves centre stage in a memorable presentation from Geoff Ramm, a keen proponent of excellence in customer service and the creator of ‘Celebrity Service’ and ‘OMG’ marketing.

In a 45-minute tour-de-force, delivered without notes, Geoff focused on the fact that although most companies say they “go the extra” mile when talking about customer service, the actual level of service delivery almost always falls short.

Coach Holiday Conference
Geoff Ramm, offering a few reminders about excellent customer service

Standing in front of a screen filled with an image of George Clooney and Brad Pitt, he asked the audience whether the level of service they offer would change if they knew that Messrs Clooney, Pitt or any really famous celebrity, were to walk into their office tomorrow? He made the very reasonable point that there’s almost certainly a gap between your existing customer service, and what you could deliver if you put your mind to it.

Coach Holiday Conference
Clooney and Pitt make their appearance

Engaging directly with the audience, he asked. “Do your drivers welcome people aboard the coach with a smile? Have you looked at every single customer touch point to see how you can improve the experience?”
He explained that there’s a tendency for businesses to gloat when a competitor does something wrong.
“Don’t gloat,” he said. “It’s a waste of your time and energy. See it as an opportunity to deliver an even better level of service yourself. And don’t spend too long looking at what your competitors are doing in the first place. Look at different industries. See how they handle customer service.”

This was an inspirational presentation delivered by a master of his message. An indication of just how strong those messages were was evident afterwards when, instead of heading straight to the breakout area for coffee, delegates queued to meet Geoff to hand over a business card in exchange for video examples of his own campaigns.

Coach Holiday Conference
Peter Stratton from ICT revealed the findings of the biggest-ever survey of the coach tourism sector

The importance of looking at what you do and identifying ways to do it better was picked up by Peter Stratton, managing director of tour wholesaler ICT. Peter was reporting back on the findings of the first ever nationwide Coach Tourism Survey. The survey, commissioned by the CTA at the end of 2016, was sent out by more than 20 CTA coach tour operator members. Magazines (print and online) including Choice, Mature Times and Silver Travel Advisor also issued the survey to their readers while Visit Kent, Bournemouth Tourism and CalMac Ferries issued the survey to their web users.

Coach Holiday Conference
Geoff Ramm, Peter Stratton (ICT), Denise Bridges (chair, Coach Tourism Association), Deirdre Byrne (Failte Ireland) and Jon Weaver (Bournemouth Tourism)

In total, the survey was issued to more than 430,000 recipients, making it the biggest-ever survey of its kind.

A total of 25,752 responses were received, a response rate of around 6%, significantly up on the usual response rate to surveys of this kind of between 1% and 2%.
Around 65% of recipients were aged 55 to 74, reflecting the core coach tourism market. Around 10% were age 45 to 54, and 18% were over 75. Around 80% had taken a coach holiday during the last five years, leaving 20% who hadn’t. Of those who hadn’t, 48% indicated that for a future choice they would like a fully inclusive tour; 37% said a luxury holiday; and 32% said they would be interested in a special interest holiday.

Of the 80% of recipients who had travelled on a coach holiday in the last five years, 92% said they would be likely to do so again in the next five years. The survey revealed the top five reasons for choosing a coach holiday, in order of popularity, were: destination; modern comfortable coaches; good accommodation; ample leg room on board; and, perhaps surprisingly in fifth place, price.

Coach Holiday Conference
Chris Wales, chief executive of the Coach Tourism Association, welcomed delegates to this year’s Coach Holiday Conference

Summing up the survey results, Peter Stratton said: “We’re all familiar with the often negative view that coach holidays are for older people. What’s clear from the figures is that far from being a negative, it’s actually a positive. But what’s also clear is that with the growth in the number of older people, the market opportunities are there for the taking. The key benefits of coach holidays identified in this survey: good value; sociable; comfortable; safe; and less hassle than air travel, are likely to prove even more attractive. However, this new so-called baby boomer generation have higher expectations. To capture this new business, the product needs to improve.”

A full analysis of the survey results will be published in the next few weeks.

Coach Holiday Conference
Jon Weaver from Bournemouth tourism welcomed delegates to the town

Other speakers at the conference included Jon Weaver, head of resort marketing and events at Bournemouth Tourism. He highlighted the town’s many attractions, including the seven miles of sandy beaches, the annual programme of events and festivals, and the extensive gardens. He also highlighted Bournemouth’s neighbours; Poole Harbour, the Jurassic coast and the New Forest.

“We have around 150 attractions on our doorstep,” he said. “From Easter, we’re also introducing new overnight beach lodges. If you’re looking for a destination that mixes the traditional with something new and exciting, come to Bournemouth.”

Coach Holiday Conference
Deirdre Byrne from Failte Ireland spoke passionately about Ireland’s Ancient East

Deirdre Byrne from Failte Ireland (pronounced follcha) brought delegates up to date on the country’s latest tourism initiative, ‘Ireland’s Ancient East’. With an imaginative strapline ‘wonder through time’, this addition to Ireland’s well established ‘Wild Atlantic Way’ initiative on the west coast aims to reduce the capacity pinch at some of Ireland’s tourism hotspots.

“Ireland’s Ancient East offers iconic experiences and hidden gems,” said Deirdre. “We have 10 story-led itineraries for tour planners to look at and tailor to their own requirements.”

Coach Holiday Conference
Brian Way (left) of Bournemouth-based Wayahead Travel proved a first class tour guide on the fam trip tthrough the New Forest to Beaulieu. The coach, in the capable hands of driver Simon Gumbleton (right), was provided by Sea View Coaches

On the Sunday afternoon, around 20 delegates took advantage of a ‘fam’ trip to Beaulieu and the National Motor Museum. Brian Way of Bournemouth-based Wayahead Travel proved to be an excellent tour guide on the journey aboard a coach supplied by local operator Sea View Coaches. At Beaulieu, Mandy Lane, Sales and Business Development Manager, welcomed the group with a typical Beaulieu meet and greet, and lunch. A second fam trip a saw delegates make the short walk from the Hilton Bournemouth to the Russell-Cotes Art Gallery and Museum. A raffle held during the dinner on the Sunday evening raised £930 for the CTA’s chosen charity, Something to Look Forward To’.

Coach Holiday Conference
Delegates enjoyed a fascinating fam visit to Beaulieu and the National Motor Museum

On the Monday, the popular CTA Workshop brought coach tour operators and suppliers together with a full afternoon of scheduled business appointments.

Coach Holiday Conference
The CTA Workshop brought coach tour operators and suppliers together in scheduled appointments

This was a very successful event bringing coach tour operators and suppliers together in a business and social environment. A special thank you must be made to Bournemouth Tourism and the Hilton Bournemouth for hosting the event. Thanks are also due to Bournemouth Tourism and Tourism Ireland/Failte Ireland/Ireland’s Ancient East for their sponsorship, as well as Plum Publishing/Bus and Coach Professional for designing and producing the Conference print.

Thanks are also due to the support given by the CTA’s 2017 ‘Partners’: Caledonian MacBrayne; Condor Ferries; DFDS, made Tourism Marketing; Towergate Chapman Stevens; and VisitScotland.

For more information about the Coach Tourism Association, and what, as a coach tour operator or supplier, the benefits are in being a member, go to www.coachtourismassociation.co.uk

To see more photos from the event, go to www.facebook.com/stuartrendertourism

But one question remains on the table. Just what would you do if you knew that George Clooney and Brad Pitt were going to visit your business tomorrow?