Congrès ARF-Québec 2018 – 10e anniversaire Step to success - How to work with tour operators Speaker: Christoph Breuer, MD KIWI TOURS GmbH, Munich, Germany (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

(c) KIWI TOURS GmbH, Germany, MD Christoph Breuer Who is KIWI TOURS? Founded 1987 Individual travellers to New Zealand 1. Extension to Australia, 90s to Africa, Asia + America Taken over in 2016 by Christoph Breuer 18 staff members ca. 13-15 Million CAD turnover Ca. 60 % revenue with 70 % of customers by adhoc groups (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

(c) KIWI TOURS GmbH, Germany, MD Christoph Breuer Target Groups Group inclusive Tours Canada East - Large cities of the East Coast FIT (mainly Rental Car Fly-drives) Ad hoc groups or special groups (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

(c) KIWI TOURS GmbH, Germany, MD Christoph Breuer Present Situation 1. Booking Facts Travel agencies (secured purchase due to several TO bankruptcies + airline trouble) Sources of Information: Internet + Brochures Mains stream targets: popular hot spots (Niagara Falls; Indian Summer; Bears; cities like Montréal or Québec) Average Budget: 4.000 – 5.000 CAD (including Eco flights; middle class hotels with daily breakfast; 12 – 15 days) Individual travelers or repeaters: other parts of Canada, more budget; more individual; more independent; more sportive (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

Todays Focus: Ad hoc groups Business Chain 1. Marketing + Advertisement Québec (and East Canada in general) very little in public focus + perception (main spot: Rockys, Vancouver, Skiing) Presentation at ITB: Tourism Board and Service Providers unremarkable; no emotional appeal to visitors (best practice ex.: South Africa or India) For advertising of TOs abroad: freeware pictures and videos provided by Québec tourism board (best practice: New Zealand + Australia) (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

Todays Focus: Ad hoc groups Business Chain 2. Services + Partnership Positive: Natural Sources: City of Québec; nature; Indigenous people; ‚Indian Summer‘; (too unknown – overlapped by New England States); wildlife (bears, moose; otter); maple production; Human Factor: Food + restaurants customised; accommodation centrally located; sufficient flights between East Canada and Central Europe (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

Todays Focus: Ad hoc groups 2. Services + Partnership Negative: Natural Sources: Environmental protection poor Human Factor: Plastic dishes; value for money is dissatisfied (German purchasing power is not matchable with Scandinavia, England or US); Feedback of Hotels far too slow on requests; Quality of coaches (age <5 years – seat space); overtourism by cruise ship visitors (less in East Canada); increasing of taxes; Volatility of CAD (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

Todays Focus: Ad hoc groups 3. Production German speaking guides (elementary) size of groups: preferred 15-18 (more topic for group inclusive tours) Afraid of French speaking destination Attract bears by sirup („more zoo than wildlife“) First time visitors a must: Niagara Falls (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

(c) KIWI TOURS GmbH, Germany, MD Christoph Breuer Perspectives 4. Challenges Extension of season (towards spring, summer + winter) Germans are strong thinking about pollution mistakes (e.g. waste and plastic) but not acting (transportation-Diesel/aircrafts, sources of energy or food) contradiction difficult to deal with for both parties New European data protection law: new complaining rights 2years after return; right of delete of personal data Value for money: middle class travelling is very much about pricing (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

Todays Focus: Ad hoc groups 4. Challenges Improving of better presence and presentation of region of Québec: for TO: pictures + videos, trade shows and road shows for public: commercials, testimonials, movie production, locations (c) KIWI TOURS GmbH, Germany, MD Christoph Breuer

(c) KIWI TOURS GmbH, Germany, MD Christoph Breuer