It’s a tie!
3 tips for selling Thailand
1) Take the initiative. Do
your own research. “I
noticed that Thailand
was a top seller at STA
and so I studied up on
the destination,” says
Cilliers.
2) Encourage the client to
go out and explore the
destination, offering
examples of activities.
There’s so much to do
in Thailand; for example,
The Phuket Fantasea
Show.
3) It’s easy to convince a
client who is looking for
value for money that
Thailand is the best
destination.
Take note!
The purpose of the Naked Agent in this series of ‘Sell more…’ features
is to assess the experience from only a sales skills perspective and not
the effectiveness of the travel agency. TNW believes that sales skills are
increasingly important to travel agents and, in many cases, improvement
in selling skills is the easiest way to increase the prosperity of the agency
and its consultants. The Naked Agent is designed to raise awareness of
the opportunity and build awareness of the need.
Flight Centre, Rosebank Mall
An agent gave me a warm
welcome as soon as I
entered the agency. She
took down my details and
immediately suggested Ko
Samui as an alternative to
the busier Thai destinations,
advising that Dubai would
be the most likely route
for flights. She looked up
ticket prices for flights in
the first couple of weeks
in July, coming in over the
suggested budget but saying
her suppliers may have a
possible special on flights
and that she would get back
to me. The agent was not
sure of weather conditions
in the area during July and
didn’t consult the Internet,
or any other source, to
obtain the information. She
enthusiastically punted the
range of activities a family
could enjoy on the island
but she didn’t have enough
knowledge to give examples
of what was available, nor
did she offer any pamphlets
regarding accommodation
options. There was one
follow-up call two days later.
STA Travel, Rosebank Mall
This shop has an appealing,
informal layout, with agents
working on laptops on plain
desks. Cilliers Marais
welcomed me to his station
the moment I entered and
displayed the best general
knowledge of Thailand out
of all the agents visited for
this story (a poster above his
head proclaimed STA Travel
to be ‘Thailand Experts’).
Noting that I would be
travelling with children, he
had to withdraw a couple of
his suggestions – Krabi and
Ko Tao – as they required an
extra flight and ferry ride to
access. The agent explored
the possibility of flights via
Phuket (with a stopover in
Doha) and Bangkok and
came up with a quote for
flights that was slightly
over budget. He proposed
compensating for that by
staying in a reasonably
priced self-catering unit
rather than a resort. He
quickly sourced a list of such
venues, which he emailed
to me and then followed up
with a call. He also provided
a thick brochure listing the
resorts in Ko Samui as well
as the rest of Thailand,
and displayed excellent
knowledge of the region’s
weather in July.
*Cilliers has since left STA
Travel to pursue his studies
in Communication Science.
XL International Travel,
149 Jan Smuts Avenue, Parkwood
Despite being caught offguard
by walk-in traffic,
which is not common in
this residential area, Nancy
Fritz was warm, friendly
and professional in the way
she dealt with my query.
She noted all my details
on a card and then made
suggestions for avoiding
the tourist hotspots,
mentioning Ko Samui and,
oddly, Bali. She was nonspecific
about security in
Thailand after 2014’s riots
in Bangkok and elsewhere,
and didn’t seem to know
very much about the
country other than Phuket
and surrounds. However,
when it came to structuring
a package, Nancy came
into her own, efficiently
factoring in the children’s
school holiday dates, the
validity of their passports,
visa requirements, the need
to carry an unabridged
birth certificate when
travelling with minors and
more. She also sourced
accommodation via the
agency’s in-house system,
saying that avoiding
operators would help
keep the price down.
She followed up the
next day with a call. Her
first emailed quote was
well over budget, so she
discussed new dates and
managed to book all the
flights and accommodation
for around 15% less than
expected.
How to sell Thailand
THAILAND is, in many ways,
the perfect destination for
South African travellers.
It boasts activities and
attractions that speak to a
wide range of demographics:
from the family traveller to
the adventure traveller to the
shopping fanatic. It is also a
visa-free and value-for-money
destination – an incentive for
cash-strapped SA travellers.
Most travellers are aware
of this appeal, which means
travel agents will need to work
twice as hard to wow clients
with ‘new’ facts about the
destination.
What does your client
want?
First on the agenda is to
identify who your client is and
what kind of experience they
are looking for.
“Do they want an intimate
experience or would they
prefer more action and
nightlife? What is their budget?
If it’s a family holiday, find out
what activities hold appeal,”
says Karen Camm, Holiday
Tours product manager for the
Far East.
It’s not enough to know
that the client wants to, for
example, visit Bangkok; the
agent needs to find out exactly
why the client wants to visit
the Thai capital, she says.
Agents should not simply
assume that clients requesting
Bangkok are looking for a
shopping experience; perhaps
they are more interested in the
city’s rich culture and temples.
“Then offer them a Bangkok
City tour, which includes a
visit to The Grand Palace
and The Emerald Buddha or
even a day trip to the ancient
city of Ayutthaya or a visit to
Damnoen Saduak Floating
Market.”
The same goes for Phuket,
says Stav Hadar, travel
consultant at Pentravel Direct
in Westville, KZN. Stav says
there are two very distinct
areas in Phuket, and each
appeals to a very different
traveller. Patong is the hip-andhappening
part of the island
with a booming nightlife, which
is ideal for younger travellers.
However, for families and
couples, Karon is the better
choice as it is quieter and
offers a great beach – perfect
for relaxing, she says.
William Robertson, Tourvest
Travel Services leisure
manager of operations,
says he would recommend
Phuket for first-time travellers
to Thailand. “I believe that
travellers should experience
as much of the destination as
possible. Phuket offers great
Thai nightlife but also, nearby,
are the Phi Phi and ‘James
Bond’ islands, which can be
reached by ferry and make for
exceptional day trips,” he says.
William also highly
recommends Koh Samui.
“This is a much smaller island
and generally would not be
my first choice for first-time
travellers unless the client
specifically asks to go to
Thailand for one of the New,
Half or Full Moon parties,”
he says.
Repeat visitors
Most SA travellers have
either been to Thailand, know
someone who has been there
or have done their research
on it, says William. That is
why agents can’t just sell the
destination as a typical ‘flopand-drop’
island holiday, says
William. “Generally I would
always include Bangkok as a
stopover to expose the client
to the fast-paced cosmopolitan
vibe of Bangkok and, of
course, for the fantastic
shopping.”
“For return visitors, I would
suggest including a short
stay in Bangkok or Chiang
Mai followed by a few days
at an island resort,” agrees
John Ridler, spokesperson for
Cullinan Outbound Tourism.
There is an obvious
trend forming where SA
holidaymakers are returning
to Thailand and looking for
other beaches and different
experiences. Knowledge of the
destination is therefore key if
travel agents want to spark
the interest of the repeat
visitor, says Lesley Simpson,
spokesperson for the Tourism
Authority of Thailand (TAT) in
South Africa.
Lesley’s recommendation is
Elephant Hills, a destination
where travellers can feed and
bath elephants. From there,
visitors can travel two hours to
Cheow Larn Lake, in the centre
of Khao Sok National Park.
“Accommodation is in floating
‘habi tents’ on the turquoise
water. Activities include
kayaking, looking for gibbons
and jungle trekking. Included
in the package is pick-up and
drop-off and a further stop
at either Phuket or Krabi, so
travellers could depart from
one place and be dropped off at another,
combining both.”
Karen’s suggestions for side trips for travellers
already familiar with Thailand include combining
the hustle and bustle of Phuket with a less
frenetic destination like Khao Lak. “It is smaller
and perfect for relaxing and great sunsets.
If Khao Lak sounds too quiet then suggest
combining it with Krabi, which is more laid back
than Phuket. In Krabi, traffic is not as hectic and
it is much safer to ride a motorbike, bicycle or
car to explore the island.”
An organised tour is another great way to see
a different side of the country.
Theresa Szejwallo, md of Trafalgar, describes
the type of experience offered on a guided
tour. During WW2 a number of prisoners were
forced by the invading Imperial Japanese army
to build the infamous bridge over the River
Kwai. “We take our guests to Kanchanaburi for
a visit to the Thailand-Burma Railway Museum;
a facility dedicated to presenting the history
of the famous railway line. They also visit the
War Cemetery, the final resting place of over
6 000 Allied prisoners, before reaching the
world-famous bridge over the River Kwai. After
lunch at a local restaurant, they board the local
train for a thrilling ride across wooden viaducts,
offering fantastic scenery along the Kwai River.
How to upsell!
A DESTINATION such as Thailand offers
numerous opportunities for travel agents
to earn extra bucks by upselling on existing
packages. Karen Camm emphasises that if
travel agents want to upsell, it is important
to direct the client’s attention to value and
not price.
Travel agents can easily convince their
clients to upgrade from three-star to four- or
even five-star, especially in low season when
most hotels offer very attractive free-night
promotions. If the client is not keen on
a hotel upgrade, travel agents could also
suggest upgrading to a higher room category.
“Find out if a hotel has an executive floor
that offers benefits such as lounge access,
separate check-in, free cocktails and snacks
or butler service,” says Lesley Simpson. She
says agents can ‘take the risk’ to upsell, with
the knowledge that the overall standards
in Thailand are high. “There are loads of
magnificent hotels and some very good
deals on offer. A four-star hotel quite often
compares with the standards of a five-star
hotel in South African terms.”
Thailand also gives agents opportunities
to upsell on excursions. “Offer the client a
list of day trips and ask if you can pre-book
these, or suggest a private excursion instead
of joining a group,” suggests Karen.
Unique selling points
Holiday Tours
Agents have the choice of either using Holiday
Tours’ online travel portal to make a booking
or to phone a consultant. The variety of
booking options also allows ITC consultants
to make bookings after hours. The online
travel portal offers live availability and instant
confirmations.
Holiday Tours offers a variety of excursions
that are bookable in advance.
The tour operator offers customers more
than just standard packages. There are
complimentary value-adds such as WiFi,
dinners, massages, excursions and upgrades.
Travel Vision
Travel Vision has a solid and long-standing
relationship with its suppliers in Thailand
with insider knowledge. Due to this excellent
relationship, Travel Vision’s suppliers go out of
their way to cater for customer requests.
Trafalgar Tours
Trafalgar’s Thailand takes you deeper into its
ancient cultures and fascinating traditions with
the exclusive Insider Experiences.
Internal domestic air and all travel
arrangements are included in the trip.
All trips are planned. Guests are accompanied
by a bilingual travel director.
Thompsons Holidays
Thompsons has over 37 years of experience
selling Thailand.
The company has a wide range of hotels at
good prices in its portfolio.
The tour operator offers a variety of value-formoney
day excursions.
What's the best way to get there?
LAST year Thai Airways announced it was
pulling its direct service to South Africa. The
travel industry feared package prices would
soar (see TNW October 22, 2014). But two
months after the airline operated its last flight
to Johannesburg on January 14, package
prices have remained largely unchanged,
however arranging flights has become trickier.
Stav Hadar says it has become more
expensive and complicated to combine Phuket
and Bangkok in one holiday, an option that
was conveniently offered by Thai.
“It might take slightly longer to get to your
destination in Thailand but there are enough
alternative airlines that offer competitive fares
and daily flights from Johannesburg, and with
some departures from Cape Town,” agrees
Karen Camm.
Singapore Airlines
Tour operators say Singapore Airlines
has some of the best connections for
flights to Phuket and Bangkok. Fares from
Johannesburg to Bangkok are available
from R9 911 (including taxes).
Between Singapore Airlines and its regional
wing, SilkAir, the airline offers the following
flights to Thailand:
BKK – 37 flights a week (SQ)
HKT – 35 flights a week (MI)
CNX – five flights a week (MI)
USM – seven flights a week (MI)
Flying times, including a transit stop in
Singapore, are:
BKK – 13h50
HKT – 14h50
CNX – 14h15
USM – 14h10
Cathay Pacific
Tour operators add that Cathay Pacific
currently offers the best fares to various
destinations in Thailand from South Africa.
Flights from Johannesburg to Bangkok start
from R9 567, including taxes and surcharges.
However, flying times are considerably longer.
BKK – 17h10
HKT – 18h05
CNX – 16h35
USM – 17h40
Etihad Airways
Etihad offers good fares and relatively
short connection times from SA to
Thailand, with tactical fares of R7 167
(incl. taxes) to Bangkok. Flying times are:
BKK – 15h55
HKT – 16h30
CNX – 19h20
USM – 18h20
Emirates Airline
Emirates offers fares from Johannesburg
to Bangkok from R7 956 (including taxes,
although taxes are subject to currency
fluctuations. Additional fuel surcharge
will be added to the applicable fare for
travel.)
Emirates only offers connections to
Bangkok and Phuket. If passengers want a
connecting flight, they need to go local but
can’t book through Emirates.
BKK – 15h20
HKT – 18h35
Qatar Airways
Qatar has regular flights to Bangkok,
Phuket and Chiang Mai. Fares start from
R7 611, including taxes, for flights from
Johannesburg to Bangkok.
Flying times are:
BKK – 15h05
HKT – 15h55
CNX – 18h35
Don’t miss the TAT
roadshow!
THE Tourism Authority of Thailand is
organising a countrywide roadshow
for the South African market in May
this year.
“Thailand has so much to offer but,
like any holiday destination, I think it is
about understanding what each region
has to offer potential travellers. It
comes back to education, training and
FAM trips, which is where TAT South
Africa can assist,” says spokesperson,
Lesley Simpson.
Chada Hotels will be returning
again this year to take part in the
roadshow, along with a delegation of
approximately 30 representatives from
the private sector.
Dates and times:
May 18 and 19, Johannesburg – The
Maslow;
May 20, Durban – Tsogo Sun Elangeni
Maharani Hotel;
May 21, Cape Town – The Radisson
Blu Waterfront Hotel.
Transit in style
SINGAPORE Airlines has extended
its ‘Changi Dollar Voucher’ (CDV)
promotion for another year,
until March 31, 2016. Transit
passengers who have purchased
air tickets on Singapore Airlines
or SilkAir and who are travelling
up until this date are entitled to
SGD40 (R360) CDV.
Issued while stocks last, the
CDV can only be claimed once
for each ticket. Passengers
have to produce the e-ticket
and the arrival boarding pass at
the Changi Transit Programme
Voucher Redemption Counters
located in the iShop Online
Booth, situated near the transit
GST Refund counters at Terminals
2 and 3. CDV can be claimed
or redeemed on any leg of the
journey (outgoing or return).
Book it!
Thompsons Holidays is offering a seven-night special for R9 958pps at the three-star
Sunset Beach Resort in Phuket. This special is valid for travel between April 1 and
October 31 and includes return flights from Johannesburg to Phuket, return airport
transfers, seven nights’ accommodation, daily breakfast and all taxes, fees and levies.
Build a package
AGENTS can combine and package
destinations for their clients
through Centara Hotels & Resorts,
which offers a wide array of
establishments in all the major
tourist destinations in Thailand.
Many of these destinations can
be sold together. For example,
agents can combine Phuket and
Khao Lak; Phuket and Krabi;
Bangkok and Hua Hin/Pattaya or
Koh Chang.
Travellers can take advantage of
an exclusive ‘hotel-within-the-hotel’
stay with the group’s Club benefits.
Club members have access to
enhanced luxury Club rooms as
well as the Club Lounge.
