world travel awards supplement - abta wtm 2009 day 2

THE TRAVEL INDUSTRY ESSENTIAL • NOVEMBER 2009

TUESDAYASIA EDITION

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World Winners 2009

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About Us

The World Travel Awards acknowledges and celebrates those organisations thathave made the greatest contribution to the global tourism and travel industry. Italso recognises those brands that are driving the industry to greater heights andinnovation in travel.Now celebrating its 16th anniversary, the awardshas grown into a truly global search for the verybest travel and tourism brands, with winners fromseven regional ceremonies then progressing tothe World Travel Awards Grand Final.This year, 183,000 travel professionals

registered to vote and participate in theprestigious World Travel Awards programme – aphenomenal 10% rise in registrations this yearcompared to last year.This record number is conclusive evidence that

World Travel Awards has become the “Oscars” ofthe global travel industry.Graham E. Cooke, Founder and President, World

Travel Awards, said: “World Travel Awards is a

unique benchmark for industry quality andbusiness excellence in every region and sector.”

“The increase in registered voters, despite aglobal recession, demonstrates the vital role ofperformance delivery in a challenging and highlycompetitive marketplace,” he added.

This level of accountability makes the WorldTravel Awards one of the highest accolades inthe travel business and is why the awardceremony is broadcast by BBC World News andother networks to over 254 million householdsworldwide and attended by the industry’s globaldecision makers.

For the tourism trade, winning a World TravelAward is more than an award – it is an

endorsement from the thousands ofprofessionals from around the globe, as well asgold seal to the consumer of travel excellenceguaranteed.

The World Travel Awards has continuouslyevolved, expanding the number of awards as theindustry has grown. There are now over 1,000different categories – an understandable numberseeing how the industry has diversified and giventhe fact that there were over 3,600 differentnominees this year.

And as confidence returns to the globaleconomy, the World Travel Awards will be thereto reward those travel and tourism players thatspearhead the recovery.

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“Oscars of the Travel Industry”Wall Street Journal


James Hogan, Chief Executive, Etihad Airways, World’s Leading Airline, World’s Leading Airline First Class

Three years ago Etihad set itself oneclear and simple goal – to be thebest airline in the world. I am proudof the way Etihad people all over theworld have embraced that vision,backing our investment in state ofthe art product with the highestlevels of service.

We regard this award as a greathonour, and a testament to thecommitment of our staff.

We are delighted, also, that ourcontinued attention to the needs ofour premium travellers has beenrewarded with the top award for firstclass for the second consecutive year.

As we move into 2010, we have nointention of resting on our laurels.We will continue to reinventpremium air travel as we cement ourplace as the world’s best airline,opening up new routes, takingdelivery of new aircraft, investing innew products in the air and on theground, and rolling out an excitingrange of online initiatives.

His Excellency Mubarak Al Muhairi,Director General, Abu Dhabi Tourism AuthorityWorld’s Leading Tourist Board

The World Travel Award is mostvalued by the authority as it comesfrom peers within the industry weserve, manage and promote. It is alsovery timely as this year marks the fifthanniversary of the Abu Dhabi TourismAuthority and the award, if you like,represents our ‘coming of age.’We plan to significantly build upon it

and to live up to the confidence ourvalued trade partners have placed inus by voting for us.This year has been one of numerous

milestones for the authority. We haveimplemented an accommodationclassification system which isacknowledged as world-class. We havealso rolled out our first generationstakeholder programme to form amore unified approach to destinationdevelopment and promotion.Abu Dhabi has pushed the boundaries

– with the opening of many significantresorts, the Qasr Al Sarab desert retreatand seven hotels on Yas Island. Thestaging of the 2009 Etihad Airways’Formula 1™ Abu Dhabi Grand Prix wasobviously a high point.In the coming year we will welcome

additional attractions to Abu Dhabiincluding the planned Ferrari Worldindoor theme park on Yas Island. Weare also targeting 10% additional hotel guest arrivals during 2010.

Jehan de Thé, Global Marketing Director, EuropcarWorld’s Leading Car Hire Company, World’s Leading Leisure Car Rental Company

I would like to thank those among the187,000 travel professionals whovoted for Europcar. It is an honour forus to win this prestigious award onceagain.At Europcar, our priority is to offer

business and leisure customers aconsistently good experience and abroad range of services spanning fivecontinents.In keeping with that, we have

progressed in three main areas: ourgeographic reach, innovations tobenefit customers, and partnershipswith other leading travel industryplayers.We are established in all European

markets, but have also continued topursue our strategy of expandingaround the world, especially in NorthAmerica, Australia and New Zealand.We are deploying our “click4Wheels”

B2B site. We have also recentlylaunched a new mobile phone servicefor consumers(http://mobile.europcar.com).We have renewed agreements with

easyJet and TUI, launched a newservice in the context of ourrelationship with Accor, and haverenewed our partnership agreementwith Swiss.

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Meet the World’s Best Travel BrandsThe Winners

James Hogan

His Excellency Mubarak Al Muhairi

Jehan de Thé


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Tareq Abdullatif Taha, Chief ExecutiveOfficer, Regency Travel and ToursWorld’s Leading Travel Agency

Winning a world travel award is a greatachievement and an appreciation forthe excellence of service provided. Andthat makes our responsibility bigger inmaintaining being the world’s leadingtravel agency.It is so important to be recognized as

the leader because reaching the top ismuch easier than staying on the top.This year we have expanded our

operation and our network to 30branches and implants in the State ofQatar. In our state-of the-art head office,

we have innovated a unique concept –housing airlines, hotel, car rental,banks, courier and cargo services, plusa host of other services all under oneroof.

Pamela C. Conover, President & CEO, The Yachts of SeabournWorld’s Leading Luxury Cruise Line

Seabourn Odyssey is the first newvessel to enter the luxury segment inover six years, and she has brought anew excitement to the market. Alongwith Seabourn Sojourn next year anda third new sister in 2011, sherepresents Seabourn's commitment tothe small-ship, ultra luxury cruisingstyle for guests who prefer sailing withfewer than 500 others.These new Seabourn yachts provide

us with the opportunity to introducemore and more people to theintimate, personalised style that hasearned Seabourn this award, and aloyal following among discerning travellers.

Steve Ridgway, Chief Executive, Virgin AtlanticWorld’s Leading Travel Commercial

Pamela C. Conover

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Tareq Abdullatif Taha

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“ “We are still redhot after 25years and we are all over themoon that wehave scoopedthis World TravelAward. Thankyou to everyonewho’s backed ussince 1984. ”

Steve Ridgway



Meet the World’s Best Travel BrandsThe WinnersCharlie Dang, Area ManagingDirector, Northern China, StarwoodHotels & Resorts and GM, WestinBeijing Financial StreetWorld’s Leading Financial District Hotel

It is indeed a great honour to receivean award that recognizes us not onlyin China but globally. The WorldTravel Award is one of the mostesteemed accolades one can receive inthe global travel and tourism industryand we thank it for its continuoussupport.What separates us from the

competition is our unwaveringcommitment to excellence and thewillingness to always seek ways inwhich to improve ourselves. In 2010and beyond, we promise to continuethis commitment in providingoutstanding service and quality to all our guests.

Hanlie Kotze, Acting ExecutiveManager, The Blue Train LoungeWorld’s Leading Luxury Train

Everyone would like to be associatedwith winning! Winning in whateverform, always brings with it a sense ofgratification. But when you getchosen as a winner by your peers – inthis case over 180,000 learnedprofessionals, in the travel andtourism, now that is very special!Winning this accolade is the

embodiment of all the hard work andinitiatives that have gone into makingour brand accessible and “a brand ofchoice”, especially in the past 18months.Oh, it will be displayed especially at

our Pre-departure Lounges for all tosee! After all what good is a“diamond” that nobody can see?!

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Hanlie Kotze

The Blue Train

Charlie Dang




Meet the World’s Best Travel BrandsThe WinnersPaul Griffiths, CEO, Dubai International AirportWorld’s Leading Airport

This award recognizes DubaiInternational’s consistent delivery ofquality customer service over theyears. Service excellence is the singlemost important priority for anyairport after safety and security andthis award acknowledges ourcustomer – centric approach.The opening of Dubai International’s

Terminal 3 was acknowledged the worldover as the most successful launch ofa terminal its size and has definitelymade us stand out from competition.The expansion and refurbishment ofTerminal 2 has not only doubledoperational capacity but has helped inconsiderably enhancing the customerservice experience at the Airport.

Randy Powell, President & CEO, Rocky MountaineerWorld’s Leading Travel Experience by Train

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“Our organization is delighted tobe the recipient of thisdistinguished award for thefourth time. For 20 years we havebeen providing the mostspectacular travel experiences inthe world and it is truly anhonour to be recognizedamongst so many internationallyrenowned and iconic trains.The Rocky Mountaineer

Paul Griffiths

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Etihad Airways

Etihad Airways has scooped the World’s LeadingAirline Award for a number of reasons. The airlinehas continued to expand, invest and innovatedespite the global recession.At the start of this year chief executive James

Hogan pledged to have a fleet of 50 aircraft byyear end – Etihad will have 52 aircraft byDecember.The airline also continues to add routes, setting atarget of 55 by the end of 2009, which it hasalready surpassed. This year alone, it launchedChicago, Melbourne, Cape Town and Hyderabad.The airline also invested heavily in a new

premium lounge at its home airport in Abu Dhabi,and continues to open dedicated premiumlounges including one at Heathrow’s Terminal 4. Etihad also won the World’s Leading First Class

for its new Diamond Class cabin, which it startedrolling out across the fleet in August. The cabin is in a 1-2-1 configuration, with each

seat transforming into a 6ft flat bed, completewith adjustable headrest, footrest, lumbar support,inbuilt massage and 23-inch TV with a choice ofmore than 600 movies. The seat also turns into aprivate cabin, with a sliding screen door.Diamond Class includes a dedicated limousine

service, a premium lounge and on-board Food &Beverage Manager.

Tui Travel

Tui Travel secured two awards this year, theWorld’s Leading Tour Operator and theReponsible Tourism Award.The group is a consistently high performer in an

extremely challenging environment and appearedto shrug off the economic downturn by posting anastonishing 57% increase in profits to £102m inthe six months to June this year. Europe’s largest travel group cited receding fears

of swine flu, including a flurry of last-minutebookings to Mexico, contributing to figures thatremain on target for the financial year ending 30September.The group has also been instrumental in the

Tourism 2023 Campaign which pledges the travelindustry to a sustainable future, and this yearreaffirmed its pledge to create 500 newapprenticeship places for young people in 2010.Tui has an established Apprenticeship

programme, and has trained more than 3,500apprentices in the last five years.

London

London has secured the World’s LeadingDestination in this year’s awards. Visit London hasbeen instrumental in ensuring that despite thetough economic conditions, the capital continuedto attract visitors. The tourist board has beenrunning a campaign across the key markets of theUK, Europe and North America, to highlight all theunique places, attractions and experiences that youcan only find in London. Its aim has been to keepLondon front of mind and a must-visit destinationfor both domestic and international visitors.

Royal Caribbean Cruise Line

Royal Caribbean Cruise Line has been awardedthe World’s Leading Cruise Brand. The line hascontinued to invest through a tough year and willbe launching the world’s biggest cruise ship, the5,400-passenger Oasis of the Seas this month.The world’s second largest cruise line also won forinnovation, in particular the success of Azamara,the informal luxury line which goes to off thebeaten track destinations. RCCL also launched afamily-friendly programme which allows kids tocomplete meals in the main dining room in 45minutes and then be escorted back to theAdventure Ocean activity facilities whilst parentsfinish dinner.

InterContinental Hotel Group

InterContinental Hotel Group secured the World’sLeading Hotel Brand. The world’s biggest hotelgroup counts seven brands – Holiday Inn, HolidayInn Express, InterContinental, Crowne Plaza, HotelIndigo, Staybridge Suites, Candlewood Suites –more than 180m stays per year, 630,000 roomsand more than 4,300 hotels in nearly 100 countries.The group was praised particularly for its generousloyalty scheme, Priority Club Rewards, which has42m members and is now the world’s largest.

Jumeirah Group

Jumeirah Group’s iconic landmark hotel, Burj alArab has secured the World’s Leading Hotel forconsistently pushing the luxury bar higher andhigher. In 2009, the hotel took delivery of fourbespoke Rolls Royce Phantoms, with hotel logoembroidered into the upholstered leather seats.The Rolls-Royce chauffeur service is just one ofmany luxury services, which include in-suite checkin, a private reception desk on every floor andhighly trained butlers.

World Winners 2009

RCCL’s new Oasis of the Sea

What does it take to be a world class brand?


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Abu Dhabi Tourism Authority

Abu Dhabi Tourism Authority secured the World’sLeading Tourist Board trophy for its key role insecuring the Formula 1 Grand Prix, as well as anumber of other high-profile achievements. Thisincludes the introduction of a hotel and hotelapartments classification system which has led toa number of accommodation upgrades. Theauthority has also stepped up its training oftourist guides, introduced a number of newevents, such as the Gourmet Abu Dhabi festivaland expanded its marketing outreach with theopening of overseas offices in Italy and theopening of new visitor centres with additionalfacilities now being planned for Al Jahili Fort in AlAin and Abu Dhabi International Airport

Royal Jet Group

Royal Jet Group won World’s Leading Private JetCharter. The company bucked worldwide trendsand reported a 15% increase in VIP charterbusiness during the summer period. It alsorevamped its VIP Terminal facilities ahead of theAbu Dhabi F1 Grand Prix and becoming the onlyprivate jet charter which has personal chefs onboard.

Virgin Atlantic

Virgin Atlantic was the clear winner of the World’sLeading Travel Commercial for its Virgin – 25Years Still Red Hot advertisement. The £6mcampaign, which launched in January, uses amixture of 80’s nostalgia and iconic images ofhuge mobile phones and Rubik’s Cubes, a classicsong (Relax by Frankie Goes to Hollywood) andsome extremely glamorous cabin crew to markthe airline’s 25th anniversary of its first flight toNewark on June 22, 1984.

Other winners...

The other winners are Sandals ResortInternational for the World’s Leading All-Inclusive Company; American Express for theWorld’s Leading Business Travel Agency; Adam& Eve for the World’s Leading Design Hotel;India for its Incredible India campaign, whichsecured the World’s Leading DestinationMarketing Campaign; Holland America for theWorld’s Leading Green Cruise Line; Tobago MainRidge Rain Forest for World’s Leading GreenDestination; and Adventures by Disney forWorld’s Leading Luxury Travel Operator.

Etihad Airways

Virgin Atlantic Airways, 25 Years Still Red Hot campaign



Meet the World’s Best Travel BrandsThe WinnersBrian Richardson, Vice President,Brand Marketing & Communications, Fairmont Hotels & ResortsWorld’s Leading Hotel Brand Website

Receiving awards and accolades isalways a great honour, but to haveour brand and so many of our hotelsrecognised by respected industryprofessionals is truly an outstandingachievement.The World Travel Awards is an

excellent mark of distinction and serveas another independent testament toFairmont’s unyielding commitment toquality and service.

Michael Blunt, Vice-PresidentCorporate Communications, OneWorldWorld’s Leading Airline Alliance

The year ahead promises to be veryexciting for oneworld and its member airlines. Mexicana, voted Mexico and Central

America’s Leading Airline at theWorld Travel Awards, joins us on 10November, adding another qualitycarrier to our line-up and extendingour leadership in Latin America. Next year, we bring on board

Russia’s leading domestic airline, S7,expanding our network considerablythroughout the CIS. We will continue to focus on

delivering quality service to ourcustomers – with the aim of ensuringthat the title of World Travel Awards’“Leading Airline Alliance” stays in thehands of oneworld – a title it has heldever since the award was firstpresented seven years ago.

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Brian Richardson

Michael Blunt


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The World Travel Awards celebrated its most spectacular Grand Finalin its 16-year history with the ultimate glamorous accompaniment –all 120 contestants in Miss World 2009 were made guests of honourat the star-studded gala ceremony in London.

Beauty travels with a purpose


The beauty queens reflect the truly diverse and globalreach of the World Travel Awards, which this year receivedvotes from 183,000 travel professionals in 166 countries.The “Oscars” of the travel industry has grown into a truly

global search for the world’s best travel and tourismbrands, with winners from seven regional ceremoniescompeting in Sunday’s Grand Final at Mayfair’s GrosvenorHouse, JW Marriott Hotel.The evening also included a donation to water aid

charity, Just a Drop, with over 1,000 attendees at theawards digging deep.The Miss World finalists are also bringing a large

sprinkling of glamour to World Travel Market today, whenthey will be visiting their respective country stands tocongratulate the World Travel Award winners.At 3pm today, three finalists will assist World Travel

Awards Founder and President Graham Cooke present toWTM chairperson and Just a Drop Founder, Fiona Jeffery,the donation from Sunday’s final.The contribution compliments the “Beauty with a

Purpose” programme, which this year has raised £1 millionto support surgical, nutritional and educational projects inHaiti, Palau, Philippines, Ghana and India.Started in 1951, Miss World is the longest-running beauty

pageant in the world, and has raised over £150 million forgood causes since its inception. It is now broadcast in 180countries and seen by audiences of over one billionviewers, making it the world’s most watched annual TVshow.The Miss World 2009 final will take place on 12

December at the Gallagher Convention Centre,Johannesburg, South Africa when 120 contestants willcompete in the world’s most coveted beauty pageant.

www.worldtravelawards.comwww.missworld.comwww.justadrop.org

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As Iata CEO Giovanni Bisignani succinctly put it:“This is worse than 9/11”.The good news is that although most observers

agree the worst is over, no-one is able to say withany certainty when the upturn will begin.There are a few green shoots however, with the

worst of the capacity cuts over and a number ofairlines launching new routes.The most high-profile launch was British Airways,

which defied all the nay-sayers and launched itsall-business London City to JFK service in lateSeptember.The double-daily service on a refitted Airbus

A319 has 32 seats in a 2-2 configuration and isdesigned to appeal to a demographic – City types– that was supposedly wiped out (or at least laidlow) at the start of the financial crisis.It’s too early to tell how the service is faring or

how it will pan out.BA is also spending £100 million on revamping

its first class. A move which many would argue ismadness in the current climate. But perhaps theairline knows something we don’t.BA also launched a number of new leisure routes

in October from Gatwick to: Sharm el Sheikh, the

Maldives, Montego Bay (Jamaica) and PuntaCana (Dominican Republic). And one business/leisure route from Heathrow to Las Vegas.However, its ill-fated attempts to link-up with

anyone, whether it be Iberia or American Airlines,seemed to move ever further from its grasp, asregulatory authorities on both sides of the Atlanticput in too many conditions to make it worthwhile.The airline also made its biggest ever loss this

year – £401m – and continued to cut jobs in a bidfor survival. Earlier in 2009 chief executive Willie Walsh

controversially asked staff to follow his lead andwork for free for a month. In October it announcedfurther 2,000 full-time equivalent job cuts from its14,000 cabin crew and is looking for up to 1,700job losses among ground staff.It now faces the very real prospect of strikes

before Christmas.Aer Lingus also announced 700 job cuts in a bid

for survival.BA also saw continued falls in passenger

numbers. In September the airline’s overall trafficfell by 1.7% to 2.92 million. By contrast, both Ryanair and easyJet saw

increases in passenger numbers and load factorsin September.Ryanair’s passenger numbers increased by 17%

to 6.12m and its load factor – the number ofpassengers as a proportion of the number of seatsavailable – rose by 1% to 85%.Easyjet carried 4.42m passengers in September,

a 5.3% increase on last year. Its load factor wasup by 1.2% to 88.1%.

USMeanwhile, in the US, things appear to havestabilised.A number of airports and airlines are reporting

that capacity and routes are picking up in lowdigit percentages, after months of sharp falls.At Boston Airport, for example, both flights and

pricing are up by 2% this autumn compared tolast year.On the airline front, Virgin America has stated it

plans “aggressive growth” for 2010.Even the legacy carriers have cautiously stated

that they feel the worse could be over.In a conference call following their results in July,

outgoing Continental CEO Larry Kellner, said: “We

In a year “worse than 9/11”, airlines are predicted to make a collective loss of$11 billion, according to IATA. But has the bottom now been reached?

A Year in Aviation


think we have hit the bottom, but we don’t knowhow long we’ll be there.”However, he ruled out any increases in capacity

and could not even guess when the businesstraveller would return to the front of the plane.Global airline capacity for October 2009 showed

an upward trend for the third consecutive monthof 1.04%, which was slightly down onSeptember’s figure, according to OAG. The world’s airlines have 299.9m seats available

this month, a rise of 1.04% compared to October2008. They scheduled a total of 2.4m flights forOctober, down by 1% on October 2008.David Beckerman, vice president OAG Market

Intelligence, said, “We’re seeing continued growthin global capacity even with slight decreases infrequency across Europe and North America as wego into the autumn, which would tend to indicatea trend towards re-evaluating less popular routes.”

Middle EastMeanwhile, in the Middle East, it seems to belargely business as usual but with a slightsqueeze on yields.

The low cost sector has seen 12% more flightsthan the same time last year.At the Business Travel Market, at ExCeL, in June,

two leading Middle East airlines – Qatar andEtihad – claimed that their premium traffic hasbeen largely unaffected by the recession.Both airlines said load factors in their front

cabins were holding steady or were up comparedto this time last year.Qatar and Etihad are also two of few airlines

that have not cancelled their aircraft orders.Qatar placed an order for 24 Airbus A320s and

announced it was setting up a corporate jetsubsidiary at this year’s Paris Air Show.Meanwhile Etihad admitted that yields had

been an issue for the carrier, but that its homemarket – Abu Dhabi – was continuing toexperience high growth levels both in corporateand leisure traffic.Etihad launched a number of new routes this

year including Melbourne in March, Athens,Istanbul and Larnaca in June and Abu Dhabi toChicago in September.The airline is rolling out a new first class suite

across its fleet later this year.Twelve Middle East carriers became the first

airlines to use an Aircraft Emissions Manager,designed to monitor and measure carbonemissions and fuel burn. And Qatar became thefirst airline to fly on natural gas.

Mergers and acquisitionsOn the world stage, the headline-grabbing newswas Japan Airlines and its “will it, won’t it”collapse from a massive debt burden. As the airline teetered in September, helpers

lined up, including a Oneworld delegation led byBA, American and Qantas; and one from Skyteam,Delta Airlines.In Latin America the huge news was the merger

of TACA and Avianca, creating the biggest airlinein the region and also the possibility of directflights to the UK and elsewhere in Europe.Lufthansa completed its purchase of the

remaining 20% of bmi from SAS in October andimmediately appointed the chief executive of JetAirways to turn the airline round.Meanwhile, failed airline Alitalia, was saved by Air

France-KLM, which bought a 25% stake earlierthis year; and Olympic Airlines, which collapsed inSeptember 2008, returned as privately-ownedOlympic Air a year later. Airlines also finally acknowledged their carbon

impact on the world and agreed to reduceemissions by half on 2005 levels by 2050.

Added chargesAll airlines battled to stay afloat in 2009 byadding more and more extras to the cost of aticket – a practice slammed by travel agents as an“unsustainable” business model.BA started charging for specific seat requests in

September. United Airlines becomes the latest legacy US

carrier to charge a fee for a second hold bag.The airline will charge $50 per piece of extra

baggage for travellers flying between the US andEurope, or $45 if booked online.United was also badly burned by a spoof song

posted on YouTube criticising how it handledbaggage – in particular fragile guitars – and wasforced into an embarrassing public apology onhow it had dealt with the complaint.BA also introduced charges for a second hold

bag, and now includes sporting equipment as partof a passenger’s allowance.US carriers also started charging a surcharge for

tickets bought at popular flying times such asThanksgiving, Christmas and New Year.And Ryanair got rid of all check-in desks and

charged passengers £5 each way to book online.Rumours that it will start charging passengers touse the loo onboard have not been ruled out.


Meet the manbehind the world’sbest airline:James Hogan,Etihad Airways

Winner’s Showcase

In March you said: “The aviation industry isfacing its toughest challenge for many years asa result of the current global economic crisis butEtihad Airways will seek to continue itsexpansion plans during 2009 in a measured,considered and controlled manner.” To whatextent do you feel you have achieved that?

JH: Etihad, the fastest growing commercial airlinein aviation history, is currently a US$3 billion dollarbusiness. We have nine new aircraft arriving in2009, which will boost our fleet to 52 and enableus to serve 57 destinations. Etihad has continuedwith its expansion during 2009 in a measured,considered and controlled manner which meansmore routes, investment in infrastructure andcontinued focus on exceptional service delivery. Our network expansion continued in 2009 with

six new routes – Melbourne (March); Astana(May); Istanbul, Athens and Larnaca (June);Chicago and Cape Town (September); andHyderabad (November). We are constantlyreviewing our route network and looking foradditional opportunities to expand our servicesand grow our brand. We now have 18 code shareagreements in place and expect more options tobecome available in the months ahead. We are continually investing in our product and

services – including the launch of our new firstclass product in May of this year, which will beretrofitted on all aircraft by the end of 2010. Weannounced the largest engine order in aviation

history at this year’s Paris Air Show, and we willcontinue to grow. Etihad has set its sights on flying 25 million

passengers a year to at least 100 destinations by2020. We have no intention of sitting still.

Also in March, you stated that you plan toincrease passenger numbers by 15 per cent thisyear to 7m. Are you on target?

JH: The first six months saw the number ofpassengers carried by Etihad Airways increase byeight per cent to 3.01 million passengers,compared to 2.78 million during the same periodin 2008. Load factors continue to hold up well.Across the airline’s network, the airline achievedaverage load factors of 72 per cent for the firsthalf of the year which, despite the mostchallenging of conditions, was just a singlepercentage point below last year. We are still on target to carry close to seven

million passengers, and achieve a growth of 15 percent, even in the current economic climate.January to June of this year saw seat factors of70.5 per cent from London Heathrow to AbuDhabi and 78 per cent from Manchester to AbuDhabi. A major reason for our ability to improve loads,

even in the current downturn, is the diversity of ourcustomer base. We have large customer segmentsin many different areas: premium long and short-haul business travellers; leisure travellers going to

and from different geographies; very large VFRlevels; labour traffic from Asia and the Indian sub-continent into the Gulf; and the regular religiouspilgrimage traffic into Saudi Arabia from acrossthe world.

At this year’s WTM you will be discussingEtihad’s “market place position”. Could youelaborate on this theme?

JH: We are not trying to be the biggest airline inthe world but we aim to be the best. We have avery clear commercial mandate and are focusedon delivering it. 2009 has been a tough year foreveryone in the airline industry but because ofEtihad’s investment in its product, fleet and home-base airport, as well as the development in AbuDhabi, we are confident we can continue ourimpressive growth.

And also the airline’s “future strategy” – couldyou also tell us about these plans?

JH: In 2008 Etihad Airways placed one of thelargest aircraft orders in commercial aviationhistory at the Farnborough Air Show and in Junethis year we announced the largest engine order inaviation history. Our future strategy includes plansto fly 25 million passengers a year to at least 100destinations by 2020.


You have just been voted “World’s LeadingAirline” at the World Travel Awards. What doesit mean to you and the team to win such aprestigious award?

Etihad’s vision is to be the best airline in the world,so to be recognized in this way is very important tous. We are committed to investing in our product,

and pride ourselves on our high levels of customerservice.

You are rolling out a new first-class cabin aspremium passenger numbers plunge across theworld. Can you tell us a bit more about premiumdemand – your views on its future?

JH: A downturn is exactly the time when an airlineneeds to demonstrate its commitment to the veryhighest standards of service excellence. Theeconomic turbulence that the aviation industry iscurrently experiencing will give way to bettertimes, and when it does our investment andproduct innovation will ensure that we are wellplaced to capitalise on the market.I believe our new first-class cabin will continue to

reaffirm our position as market leader in terms ofluxury air travel. The first aircraft with the newfirst-class cabin entered service in August 2009and is now available on two of the three dailyflights departing Heathrow for Abu Dhabi. Thenew suite marks the culmination in a series ofenhancements in the last 18 months – includingthe introduction of a new cabin crew positioncalled the food and beverage manager; and theopening of our new lounges at Abu Dhabi,Frankfurt and most recently T4 at Heathrow.

On which routes do you predict sustainedpremium demand?

JH: First class performance is currently being drivenby greater numbers of passengers travelling on ourEuropean, Australian and American routes, with allthree now showing strong pick-up andperformances that surpass those in Q2 / Q3 this year.

In addition to the current upturn in premium classpassengers, Etihad is also seeing the strongestrevenue performances in premium class sinceJanuary / February this year – reflecting bothvolume upturn and the quality of revenue.

The premium economy cabin is becomingincreasingly popular on airlines. Do you haveany plans to launch a premium economy cabin?

JH: We do not need a premium economy cabinbecause I believe our standard economy product isalready that good. However, we are planningupgrades to our business and economy classcabins with improvements to the seats and on-demand in-flight entertainment systems. We donot seek to be like US and European airlinebusinesses – our segmentation is different and thisin turn strengthens our business model.

What routes are you planning on launching in2010?

JH: In early 2010 we will launch flights to Sri Lankaand Japan, with further announcements to bemade in the coming months.

We are constantly reviewing our route networklooking for opportunities to expand our servicesand grow our brand. By the end of 2009 we willoperate to 57 destinations.

Are there any plans to open more premiumlounges in the world?

JH: In 2009 Etihad opened two dedicatedpremium lounges outside of the UAE, in Frankfurt,Germany and Heathrow Terminal 4. The newlounges are a significant milestone in Etihad’s

development and a step forward in the airline’scommitment to deliver products and services ofthe highest possible standards. The lounges offerfive star dining, a range of entertainment optionsand a Six Senses Spa. These two lounges will befollowed by others in international markets in thenear future.

The airline sponsors Abu Dhabi F1? Are thereany more sponsorship plans in the pipeline?

JH: Sports sponsorship is a major part of Eithad’smarketing and brand-building strategy. In 2009the airline announced a three year shirtsponsorship deal with Manchester City, which joinsour other major sponsorship deals – the FerrariFormula 1 team, All Ireland HurlingChampionships, the Formula 1 Abu Dhabi GrandPrix, Chelsea Football Club, Harlequins Rugby Cluband the Abu Dhabi Golf Championships. In Marchthe Telstra Dome in Melbourne was also re-namedthe Etihad Stadium.

Well placed sponsorships in key markets cansignificantly increase brand awareness for a youngorganisation such as ours. Prominent sports amassa substantial following with unprecedentedloyalty. Although the airline is predominantlyinvolved in sport sponsorships, we do not discountany sponsorship that would provide a tangiblebenefit to our international marketing mix and wecontinue to consider new opportunities whereappropriate.


The stars of Middle East travel and tourismturned out in force for the industry’s highestaccolade – the World Travel Awards, held atThe Monarch, Dubai on 5 May 2009.

Abu Dhabi breaks new recordsat World Travel Awards

Abu Dhabi was star of the show, picking a record-breaking ten awards, including Etihad winning“Middle East’s Leading Airline” and Abu DhabiTourism Association voted “Middle East’s LeadingDestination Marketing Campaign”. Etihad also wonthe inaugural World Travel Awards Prix d’Or –attendees at the gala ceremony voted live on thenight for the brand that they thought hadcontributed most to the Middle East’s travelindustry over the past 12 months.Over 500 travel and tourism brands from across

the region were nominated for the awards, which ishailed as the “Oscars of the Travel Industry” by theWall Street Journal.The event was graced by a number of senior

professionals from the travel, tourism andhospitality trade at a ceremony packed with awardwinners, nominees and press.Dubai remained the Middle East’s favourite

destination by winning the highly-contested“Middle East’s Leading Destination” and “MiddleEast’s Leading MICE destination”.Emaar’s The Address hotel was voted “Middle

East’s Leading New Hotel”. Another unanimousvote was for “Middle East’s Leading TouristAttraction”, which went to Petra in Jordan.Commenting on the award winners, Graham

Cooke, Founder and President of the World Travel

Middle East Ceremony


The World TravelAwards Ceremony is afantastic event and agreat opportunity forthe travel industry... itmakes sense to partnerwith a high profile andwell-connected eventlike WTA...”BBC World News

“

Awards said: “I am excited to see that the MiddleEast’s tourism offering is quickly diversifying and newplayers are taking great interest in being destinations,airlines or hotels of choice. It is particularly impressiveto note that some of the award winners tonight arevery new companies that have quickly set themselvesto be leading players in the travel, tourism andhospitality business - not only in the Middle East butworldwide.”The awards are determined by a polling process that

invites votes from over 183,000 travel, tourism andhospitality professionals around the world. This yeararound 42,000 voters participated in selecting winnersfor the Middle East’s best airlines, hotels, destinationsand other tourist attractions.

For a full list of winners visitwww.worldtravelawards.com

World Sport Destination Expo is the world’s firstexhibition and conference dedicated to showcasing the$600 billion a year sport tourism industry.

To exhibit go to www.worldsportdestinationexpo.com/exhibitingTo visit go to www.worldsportdestinationexpo.com/visitingFor more information contact [email protected]

The world’s leading sporting destinations, bidding nations and cities, resorts andhotels, sporting bid committees, tour and event organisers, international mediaand elite buyers will for the very first time convene to conduct future business,source new contacts and markets and gain invaluable insights from the advancedknowledge of industry leaders and figure-heads.

Fully endorsed by the leading authorities in sport and travel and tourism anduniquely co-located alongside the final week of the 2010 FIFA World Cup inSouth Africa, the landmark 5 day exhibition and conference programme willshowcase the most rapidly growing sector in the global travel and tourismindustry. At a time when some traditional tourism trends are in decline, sporttourism continues to flourish and is set to grow exponentially in the next decade.

50,000 visitors are expected to attend this ground-breaking event on the 5-9July 2010 as the sport tourism industry congregates in Johannesburg ahead ofthe final match of the 2010 FIFA World Cup.

Participation in World Sport Destination Expo is critical to those companiesinvolved in the sport tourism market-place, and those serious in assuming amarket share of the industry’s fastest growing and most dynamic sector.

Partners

If you represent a destination eager to win the rights to host major sportingevents, if you are a region or resort offering sporting facilities, if you are apurchaser of sport tourism, or a member of the international sports media, Iurge you to participate in this must attend global event.”

Gianni Merlo, President, International Sports Press Association

We are looking forward to attending WSDE to conduct new business, to add toour growing portfolio and to forge new long-term business relationships with allthe destinations exhibiting. This unique ground breaking event will allow us to dothis all under one roof!”

Nathan Wilson, Managing Director, Thomson Sport

It was vital that Rio de Janeiro secured a large presence at WSDE. We are hugelylooking forward to the unrivalled promotional platform that WSDE will provideour great city and the opportunity to show to the world that Rio means business.”

Paulo Senise, Executive Director, Rio Convention & Visitors Bureau

As host of the up-coming Winter Olympics, we appreciate the value of sporttourism and event hosting, which has been identified by World Sport DestinationExpo. Hosting major sporting events shine the global spotlight on your countryand will provide invaluable legacies in terms of economic, tourism, community andsport development. As well, the tremendous spirit of volunteerism and cross-cultural understanding that comes with hosting the world is incalculable and willbenefit your country for years to come. British Columbia has certainly experiencedthe benefits of hosting major events. In 2008 Vancouver was declared the topSport City for event hosting in North America and 5th best in the World.”

Honourable Gordon Campbell, Premier of British Columbia

Sport, hosting nations and cities and travel and tourism have come together verypowerfully in recent years. You only have to look at the coverage of Brazil’s 2016Olympic win to see that interest is at an all time high. WSDE will be the firstdedicated business forum for destinations to secure the tourism benefits ofhosting sporting events and to maximise the potential of future hosting bids.”

Phil Savage, Publishing Director, SportBusiness Group

WSDE will change the landscape of the sport tourism industry. By bringingtogether all the key stake-holders of sport tourism products and services aroundthe world, WSDE is set to become one of the most important internationalevents in the travel and tourism calendar and we are privileged to be theinaugural hosts.”

Lindiwe Mahlangu, CEO, Johannesburg 2010 FIFA World Cup Host City

““““

““

Do not miss out on the sport tourism event of the decade

www.worldsportdestinationexpo.com


The awards, described by the Wall Street Journalas the ‘Oscars’ of the global travel and tourismindustry, revealed who are the “best of the best” inthe region, and formed the fourth leg of the WorldTravel Awards Grand Tour, a search of sevencontinents for the very best travel and tourismbrands in the world.Lufthansa won the title “Europe’s Leading

Airline” and Marriott Hotels Resorts & Suitespicked up “Europe’s Leading Hotel Brand”.Meanwhile “Europe’s Leading Destination” wentto Lisbon, whilst Carlson Wagonlit Travel tookhome “Europe’s Leading Travel Management

Company” and Viajes Iberia picked up “Europe’sLeading Travel Agency”.Virgin Atlantic Airways won Europe’s Leading

Marketing Campaign for its “25 Years Still RedHot” campaign. A number of national categoryawards were also presented throughout the evening.Increasingly, the awards are known as raising the

bar for ultimate customer service and overallbusiness performance. Growing numbers of travelcompanies, airlines, operators and resortscompete to walk away with one of the covetedtitles. Organisers say research has shown that

winners increase international brand recognition,building consumer loyalty. Nearly 1,500 travel companies were nominated

in 177 categories in the prestigious ceremony,held in partnership with Marriott Praia D’El Rey,Bom Sucesso, TAP Portugal and Turismo Do Oeste.Senior management and decision makers ofEurope’s travel and tourism industry cametogether to celebrate their achievements during the ceremony.Graham Cooke, President, World Travel Awards

commented: “The past 12 months have broughtseveral challenges, namely the economic

Europcar, Adam & Eve Hotels, Carlson Wagonlit Travel and Virgin Atlantic wereamongst companies that triumphed at the World Travel Awards EuropeanCeremony, staged in the sumptuous luxury of the Marriott Praia D’El Rey inPortugal on 17th October 2009.

Europe’s star travel brands triumphat World Travel Awards

Stuart Swycher, President, Beltico Group and Jose Pampolim, Vice President, Beltico Group and Telmo Faria, Mayor of Obidos and Bobby Davro

Grand Tour 2009 - Europe


downturn and the outbreak of swine flu, whichhas impacted travel and tourism worldwide;today’s winners have remained focused on theirlong term objectives, and continued to deliverabove and beyond the call of duty, setting anindustry example.”These inspirational organisations will continue

to reap profile and commercial benefits over thenext year.Cooke explained: “This year’s winners can display

the official World Travel Awards symbol with prideon their sales and marketing literature, offeringtravellers a cast-iron assurance that what they are

buying is a guarantee of travel excellence.”Each winner has automatically been put forward

for the spectacular WTA Grand Final which tookplace at the Grosvenor House, a JW Marriott Hotelin London last Sunday. Throughout the evening, winners were presented

with their prestigious awards by key industryfigures. Live entertainment included performancesfrom disco legend George McCrae, whilstinternational comedian and actor Bobby Davrohosted the gala evening.

We were trulydelighted toparticipate in thisexceptional event.Philippe M.E. RequinChief Executive OfficerGrace Hotels Group

“

”

Carol Dawes, Tui, Manon Han, Executive Vice President, World Travel Awards, Jan Viebrock, Sport & SPA Resort A-ROSA Scharmuetzelsee, Fiona Downie, Tui

World Travel Golf Tournament Europe's Leading Travel Agency - Viajes Iberia, Jorge Carurla, Enrique Riera(Managing Director), Emilio Castillejos


Oeste, the Portuguese for west, stretches for over200km along the ruggedly beautiful Atlanticcoastline between Portugal’s two main cities,Lisbon and Oporto, and taking in the must-seemedieval town of Óbidos.Unlike more famous and populated regions in

the south of the country, here you can discoverpretty villages and a real Portuguese way-of-lifeamongst stunning coastal scenery, includingsome of the best beaches in Europe. So much ofthis area has yet to be discovered by the masstourism market, guaranteeing you a beach toyourself.The landscape is indeed rather special, starting

off from Castelo de Paiva, all the way downsouth to Arruda dos Vinhos, you will be amazedby the picturesque fishing towns (Nazaré,Peniche, Ericeira) and the beautiful lagoon ofÓbidos that links to the stunning beach of Foz do Arelho.Despite its secluded location, Oeste is merely 45

minutes by car from Lisbon, which is served withregular flights from across the world by TAPPortugal.The weather is invariably one of perfect blue

skies, providing the perfect backdrop for outdooractivities including water sports, hiking or campingin the lush green surrounding land. The balmyweather and the white sandy beaches offer one ofthe choices between practicing water sports andenjoying the calm life of the seaside.

Golf with a sea-viewWhile the Algarve is famous the world over for itsgolf, the lesser-known Oeste region is rapidlyearning a reputation too for its world-classfairways. The gentle rolling hills set against thebackdrop of huge skies and deep oceans makethis a golfer’s paradise.The recent opening of the new Bom Sucesso

course near Praia D’El Rey is welcoming more andmore golfers from around Europe, as word spreadsabout the Donald Steel-designed course. Thelegendary Seve Ballesteros has also designedsome courses in the pipeline.

Jewel of the OesteSet along a beautiful sandy beach less than onehour from Lisbon, in an area of protected rurallandscape of rolling sand dunes and pine treeforests, Praia D’El Rey Golf & Beach Resortepitomises the charm of the Oeste region. Withyear-round sunshine, a championship links golfcourse, luxury accommodation, world-class spaand a vast range of outdoor activities, this is thebest holiday location under the sun. The resort willalso play host to the World Travel Awards EuropeCeremony this autumn.It is luxury hotel is worthy of a capital city, whilst

overlooking a sandy beach on one of Europe’smost serene and natural coastlines. Book into theresort’s spa and health club and get down tosome serious relaxation therapy.

The resort also has much to offer outside itsgates. History is to hand, including nearbyPeniche, a pretty and unspoilt ancient fishing port,known for the sprawling landmark fortressoverlooking its harbour, as well as some ofPortugal’s finest surfing.But while the days are hot, the area around Praia

D’El Rey is prized by sunbathers for its empty,pristine beaches, especially those near Baleal, asmall island village five minutes from the resort.Almost every town near Praia D’El Rey can trace

its history back to the 12th century but the mostfamous is Óbidos, 15 minutes from the resort buta whole world away. Its untouched town centre ismedieval in feel and many of its buildings dateback to the time of the Conquests, theirwhitewashed and ochre walls and blue-framedwindows and doors crying out to bephotographed.Óbidos has dozens of restaurants, bars and cafes

as well as open air opera in the old town square,music festivals and medieval feasts, as well as itsown chocolate festival.

Getting thereLess than an hour by car from Lisbon, which isserved with regular flights from across the worldby TAP Portugal (www.flytap.com).

Portugal’s rising new star

The Algarve’s Mediterranean climate and glorious beaches has long made itPortugal’s most popular tourism region. But the country also has a rapidly risingstar: the Oeste – boasting miles of glorious untouched beaches, incredible golf,and a rich medieval Portuguese culture.

Way out Oeste


In the spotlight: Stuart Swycher, Owner andPresident of the Resort, Praia D'El Rey MarriottGolf & Beach

Stuart Swycher is one of the hospitality industry’ssharpest talents with an uncanny ability to spot apotential development and make it happen. Aschairman of Beltico Group, he developed PraiaD’El Rey.

What inspired you to build Praia D’El Rey?SS: I first came across Praia D’El Rey in the late1980s. Back then there were just a few housesnear the sea, no golf course and it was a good 90minutes from Lisbon. But all I could see were themiles of sandy beaches, the natural dunes and thelong hours of sunshine. I could imagine thatothers, like me, would want to spend time in this place.

What originally attracted you to the Oeste region?SS: I had been to the Algarve often during the1980s, but found it overdeveloped and expensive.In the Oeste region, especially around Obidos, Icould see the potential to create a reallyintegrated resort that would appeal to visitors,and it was obvious in the early 1990s that theregion would benefit massively from the newmotorway that was being built.

Which aspects of the resort are you most proud of and why?SS: I am particularly proud that Praia D’El Rey hasset the bench mark for professional tourismdevelopment in the Oeste region. We opened thePraia D’El Rey golf course in 1997 and theMarriott hotel in 2003 and we have createdhundreds of jobs in the local community. I am alsoespecially proud of the professionalism and highstandards we maintain throughout the resort.

How would you like the resort to evolve?SS: Praia D’El Rey Golf & Beach Resort is almostcomplete – we have a few more golf villas andbeach houses to sell, but the resort is already verymature with a healthy resales market and the golfcourse and hotel are running very successfully. I am looking forward to beginning work on

Falesia D’El Rey, a 230-hectare beachfront sitevery near Praia D’El Rey, where we want to createanother world-class golf course, two boutiquehotels and some spectacular homes.

What is your vision/definition of the ultimate resort?SS: For me, it is “barefoot luxury”. I define theultimate resort by its staff and its attention todetail – everything looks effortless on the surfacebut they have really thought about how guestswant to spend their time, how they want to eat,and how they want to feel.

golfoesteP O R T U G A L

GOLFOESTERua Direita, n.º 87 – Apartado 42 – 2510-914 Óbidos – PortugalTel. +351 262 955 060 – Fax +351 262 955 [email protected] | www.turismodooeste.pt

A fantastic silver coast

waiting for you

Praia d’El Rey Golf & Beach Resort (Marriott Hotel) | Óbidoswww.praia-del-rey.comTel. +351 262 905 005

The Westin CampoReal Golf Resort & Spa(Westin Hotel) | Torres Vedraswww.westin.com/camporealTel. +351 261 960 900

Golden Eagle, Residence & Golf Resort Rio Maiorwww.goldeneagle-golfresort.comTel. +351 243 940 040

Bom Sucesso Design, Leisure & Golf ResortÓbidoswww.bomsucesso.netTel. +351 262 965 310

Vimeiro Golf Resort (Golf Mar Hotel) | Torres Vedraswww.hotelgolfmar.comTel. +351 261 980 800

Botado Golf Club(Atlântico Golfe Hotel) | Penichewww.atlanticogolfehotel.comTel. +351 262 757 700

Royal Óbidos Spa & Golf Resort(open 2011) | Óbidoswww.royalobidos.comTel. +351 262 960 241

World Sport Destination Expo is the world’s firstglobal exhibition and congress dedicated to showcasingthe $600 billion a year sport tourism industry.

To exhibit go to www.worldsportdestinationexpo.com/exhibitingTo visit go to www.worldsportdestinationexpo.com/visitingFor more information contact [email protected]

At a time when traditional tourism trends are in decline, sport tourism continues toflourish and is set to grow dramatically in the next decade.

Participation in World Sport Destination Expo is vital to those companies involvedin the sport tourism market-place, and those serious in assuming a market share ofthe industry’s fastest growing sector.

Over 5 dynamic business-focussed days you will be in pole position to:

• Conduct lucrative business deals with the leading international tour operators• Meet face to face with the key corporate buyers and event organisers• Educate the industry about your capabilities to host major events• Explore and enter new international markets• Gain deep insights in to the latest developments in the sport tourism industry• Meet all the key industry players in a focused business environment• Showcase your brand credentials on a global stage

Do not miss out on the travel and tourism event of the year.

Partners

How to Enter 2010The World Travel Awards serves to acknowledge,

reward and celebrate the achievements of the brightest players in the global travel and tourism industry.

If you think your organisation stands in a class of its own then visit worldtravelawards.com for an online entry form.

Self nomination for 2010 opens 11 January.



World Travel Awards Grand Tour 2010

Our events are attended by the top level decision makers - more than 70 percent of our attendees are Director level or above.

Our events are the perfect platform to gain your brand top-level exposure.

Our events are famed for the great networking opportunities.

For more information and to book tickets please email: [email protected]


“Oscars of the Travel Industry”Wall Street Journal


If you’re looking for more than just miles of beautiful unspoiled, white sandy beaches and warm turquoise lagoons, Mauritius is for you. Trek in the

lush interior with its majestic mountains, pristine forests and breathtaking waterfalls, tee off on one our award winning golf courses or take to the air kite

surfing. Explore the colourful markets for designer fashions and exquisite jewellery or simply relax and be

pampered in a luxurious spa at one of our world-class hotels. You will be charmed by the warmth of our

welcome and delighted by our unrivalled levels of service that brings visitors back year after year.

For a brochure or more information call the Mauritius Tourism Promotion Authority on Tel 020 7902 2955, email [email protected] or visit www.mauritiustourism.co.uk

Mauritius. So much more than perfect beaches.

C‘est un pla is ir

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