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WEBINAR RECORDINGS

All of our AFTA webinars have been recorded for your convenience to watch when it suits you. 

To view any of our webinar sessions, simply click on the title below to access the YouTube video and presentation slide deck.

For recent COVID-19 webinars please click here. 


The Power of Customer Journey Marketing

Presented by Sonja van den Bosch - Twinlife Marketing

In the recent Twinlife Marketing Strategy, Digital and Brand workshops, we touched on the importance of the customer journey.

In this webinar Sonja takes a deeper dive into the stages of the customer journey and shares a framework with you to create your own customer journey map.

When you manage your customer journey well, you'll have a solid customer touch point & communication program that is consistent, ongoing and can be partly automated. It brings people, process and technology together and helps you transition from being transactional to managing relationships.

Great customer journey marketing will create an outstanding customer experience, generate more repeat business & referrals, and will ultimately provide more stability for your travel & tourism business.

Key Highlights:

  • Practical tips on how to map and implement your customer journey
  • How to turn your customers into loyal fans, who keep coming back for more?
  • How to attract more ideal customers and improve conversions?

PRESENTATION DECK >

WORKSHEET >

PWC Consumer Intelligence



Creating a successful mindset

Presented by Jo Hanlon from Mind your P's

Jo's definition of Mindset is that it includes your internal dialogue and thoughts about yourself, others and your situation, what you make that mean, and how you end up approaching and managing everything in life.
Jo details that they are important to consider, be aware of and actively create, because your Mindset will impact how you approach and live your whole life which is even more important than ever at present.

You may be thinking you have a good handle on your Mindset as it is a common topic being discussed by many at the moment; there are 182 million results in google on the subject, however, Jo's approach is a holistic and widespread one that looks much more broadly at the many pieces that make up what she calls your Mindset Mosaic. By having a more holistic view, you can create a successful Mindset Mosaic that is tailored to your needs and works best for you.

During this webinar, we’ll explore 6 key Mindset Mosaic areas and give you some tools you can use that will help you "on your way" rather than getting "in your way" to achieving a successful Mindset.

PRESENTATION SLIDE >



Upskill Your Business for COVID Revival

Presented by Tourism Tribe - Liz Ward and Fabienne Wintle

AFTA partnered with Tourism Tribe to host an educational session where you can learn valuable tips on how to upskill during the COVID downtime.

In this video the digitally savvy coaches share their valuable knowledge and will inspire you with proven tools that will help you to have a stronger, more resilient and future-proofed business.

Through the video you will learn how travel businesses make practical use of digital tools and best practices to navigate the unprecedented business environment in which we are operating and how to develop a more competitive and profitable business for the future.

Learn about the top tips to empower your business with:

  • more engaging communications
  • smarter internal processes
  • more immediate and dynamic sales and marketing

Presentation Slide Deck >


So you've got a blog. Now what?

Presented by Ben Alcock, Resource Hub

Setting up a blog for your business is easy, but knowing what to write about can be hard.

'Travel' is all stories. They're swirling in and around your business all the time. You just need to know where to find them.

In this webinar, blogger-writer-marketer Ben Alcock—himself once a travel agent—shares his favourite hacks for finding great stories to inform and inspire your clients and prospects on your blog.

He'll also explain why your blog should be a fundamental pillar of your marketing mix.

PRESENTATION DECK >




Optimal Business Structures for Small Businesses

Presented by Dario Gamba - DFK Australia and New Zealand

Watch this webinar to learn from one of Australia’s leading tax experts at DFK Australia and New Zealand, Dario Gamba, to understand the importance of small business owners having the right business structure in place.

With over 25 years experience in providing tax advisory services, Dario shares invaluable insights into understanding the common (and perhaps not so common) tax, legal and commercial considerations that you should be aware of this tax time.

This webinar covers:

  • Business structures and how they work
  • Challenges facing your current business structure
  • Changing your current business structure
  • Asset protection & succession/exit strategies
  • Tax, legal and commercial considerations

Presentation Deck >



Handling Difficult Conversations: 1 July 2020

Presented by Jo Hanlon, Founder & MD of Mind Your Ps

Dealing effectively with difficult conversations is a key skill to master at any time, let alone in times of crisis like many of us are experiencing at present. 

Lack of clarity and detail about what’s happening now, piled on top of fear and uncertainty about the future is pushing many people’s buttons, and if your team is on the receiving end without a helpful set of skills, this can lead to burnout, further stress and dissatisfaction for all involved.

In this training session with Jo Hanlon, we covered a number of foundational principles that are designed to provide you with some perspective and new skills that will help ease some of the stress and anxiety you and your clients might be currently feeling.

What's covered:

  • Understanding yourself and others better
  • Deep listening
  • Smart questioning, and
  • Setting realistic expectations
Presentation Deck



Business Administration 101: What you need to know and how to avoid it -  1 April 2020

Guest Speakers
Ian Niccol, Vincent Pirina & Andrew McEvoy, Aston Chace Group
Joseph Scarcella, Johnson Winter & Slattery - Lawyers

This webinar with subject matter experts from Aston Chace Group and Johnson Winter & Slattery - Lawyers, outline what steps your business can take to best avoid an administration process.

Our guest speakers also outline the formal Administration process, what's involved and how you need to prepare and the different types of Administration.

How to best avoid administration

  • Operational restructure – what can you do now eg. employees, retail footprint
  • Working capital review – can you unwind your balance sheet?
  • Director duties – what are your fiduciary responsibilities?
  • Understanding debtors and cash wins - Tax relief, Government Assistance, deferring creditor payments, re-negotiate leases
  • Stakeholder engagement – Who you need to advise during this journey, e.g., banks, employees, landlords, customers

The Administration Process

  • Insolvency 101 – What is insolvency and understanding the regime
  • Types and purpose of administrations
  • Deed of Company Arrangements (restructuring options)
  • Liquidation - what this means
  • How to prepare for administration event



COVID-19 Second Economic Stimulus Package: Providing further relief for businesses and sole traders

Speaker: Courtney Duddleston, AFTA Head of Strategy and Finance

On 22nd March 2020, the Commonwealth Government released the second stage of its economic plan worth $66.1 billion, to cushion the economic impact of the coronavirus(COVID-19) and help build a bridge to recovery.

The second package, geared towards keeping more people in work and ensuring that businesses continue to operate, now brings the Government’s economic support package to a total of $189 billion, equivalent to 9.7% of GDP.

Watch the webinar recording with Courtney Duddleston, AFTA’s Head of Strategy and Finance, as she runs through the latest economic support package, including:

  • Enhancement to the Boosting Cash Flow for Employers measure
  • Support for immediate cash flow needs for SMEs
  • Quick and efficient access to credit for small business
  • Temporary early release of superannuation 
  • JobSeeker Payment (formerly Newstart) for sole traders

AFTA has been working to “unpack” the latest plan to identify how AFTA/ATAS members can get fast access to these economic measures.

Presentation Deck >


Future-proofing your business – How to survive in an economic downturn

DFK Panel: Stephen Bushell, Wendy Jeffery-Lonnie & Angela Raspass

It has been a difficult start to 2020 for all, and so we encourage you to join this webinar and hear from the business experts at DFK who will provide sound business guidance as you prepare to navigate the challenges ahead.

This webinar will be hosted by 3 experts from DFK ANZ who will provide insights on 3 key areas of a business’ operations that you can consider to help minimise the impact of COVID-19 and other unexpected threats to your business. 

WEBINAR RESOURCES: 

Presentation Deck > 

Fair Work: Coronavirus and Australian workplace laws > 

WFH Assessment and Wellbeing Checklist >

DFK Contact: If you'd like to reach out to a DFK representative in your local area, find an agent near you using the link below. 

Find a DFK Agent near you >

Angela Raspass, Business and Market Strategist - Ideas into Action
angela@ideasintoaction.com.au



COVID-19 Economic Stimulus Package: Cash Flow assistance for business

Speaker: Courtney Duddleston, AFTA Head of Strategy and Finance

On Thursday 12th March 2020, the Federal Government released its $17.6 billion Coronavirus (COVID-19) support package, aimed at providing assistance to businesses to manage cash flow challenges resulting from the economic impacts of COVID-19, and help businesses retain their employees. The measures are designed to support employing small and medium enterprises and to improve business confidence.

Small and medium enterprises who employ workers and apprentices or trainees, may be eligible.

Watch the webinar recording with AFTA’s Head of Strategy and Finance, Courtney Duddleston, as she runs through the measures designed to support your business, and how you can access them, including:

  • Boosting Cash Flow for Employers measure, providing up to $25,000 back to small and medium businesses that employ staff; and
  • Supporting Apprentices and Trainees wage subsidy for eligible employers of apprentices or trainees

Webinar Resources
Member Q&A Summary >

Presentation Deck >


Advertising Guidelines for ATAS Participants

Naomi Menon, AFTA Head of Compliance and Operations


The new ‘Advertising Guidelines for ATAS Participants’ was released on the 3rd February 2020, to provide guidance and clarification in relation to advertising in accordance with the ATAS Charter and the ATAS Code of Conduct.

The Guidelines are a mandatory requirement for ATAS Participants, approved by the AFTA Board. ATAS Participants have a 3-month amnesty to comply.

This webinar will cover the Guidelines and what you need to know to ensure your business is compliant.

The webinar will cover:

  • Advertising according to the Australian Consumer Law and the ACCC
  • Additional clarifications set by the Guidelines
    a. Use of ‘typically’ and ‘valued up to’
    b. Headline pricing – mandatory inclusions
  • What you are required to do
  • Recent action by the ACCC in advertising
Webinar Resources:

19 Feb Presentation Slide Deck >

ACCC Advertising & Selling Guide >

ACCC Pricing Manual for Travel Sector >

ACL Guide for Travel & Accommodation >

AFTA Webinar Consumer Law: Part 1 Advertising & Social Media

AFTA Webinar Consumer Law: Part 2 Consumer Guarantees



Tourism Growth Hacking 2020

Guest Speaker: Bronwyn White, New Young Consulting

Are you a tourism professional trying to navigate change and grow amidst a backdrop of chaos?

Are you under significant pressure to do more with less budget and less time?

In this webinar, we take Silicon Valley growth hacking principles and show you how to grow as quickly as possible in as little time as possible with as little money and resource as possible.

WEBINAR HIGHLIGHTS
  1. Growth hacking is putting into place stuff you have heard all about before. The secret is IMPLEMENTATION
  2. Use basic email technology to grow your business
  3. We know you are under significant pressure to grow and to do more with less time and budget. We show you how.

More about speaker, Bronwyn White

Guest Speaker: Bronwyn WhiteBronwyn White is the world's #1 authority on the seniors travel sector. She is the CEO of New Young Consulting a market research and marketing agency that specialises in the seniors travel sector.

She shows her clients how to meet the changing needs, values and attitudes of the "New Young" and how forge profitable ongoing relationships with this truly disruptive market.


Bronwyn White, CEO - New Young Consulting

E bronwyn@newyoungconsulting.com
W www.newyoungconsulting.com

WEBINAR RESOURCES

Presentation Deck >

Consumer Trending Search Tool - Answer the Public



What's new and where to go in Dubai

Guest Speaker: Emily MacDonald, Manager, ANZ, International Operations - Dubai Tourism

Dubai Tourism is often asked, “where is the best location to stay in Dubai?” With so many diverse neighbourhoods, this really depends on what your clients are looking for.

Do they want to escape from the city and relax on sandy beaches, or be in the heart of Dubai’s historical district? Do they want to wake up with views of Dubai’s futuristic skyline, or with world-class bars and dining at their footsteps? Do they want to shop till they drop at one of the world's largest malls, or be close to theme parks and waterparks?

With so many safe and convenient transport options, all areas of Dubai are accessible regardless of where you stay, so it is hard to go wrong. If you would like to know more about Dubai's unique neighbourhoods and what they have to offer, as well as hear about the city’s latest developments, then this webinar is for you.

WEBINAR HIGHLIGHTS:

  • Top locations to stay to get the most out of a Dubai stopover
  • Hidden gems in each neighbourhood
  • New hotels and attractions in Dubai

Presentation deck > 



How to assist customers when their flights don't go according to plan

Speakers - Satu Raunola-Spencer and Minna Monaghan, AirHelp

There is a lack of knowledge among the travel industry and travellers about air passenger rights and compensation processes around the world. In this webinar, you will learn about most relevant legislation including flight disruption claims subject to European Union legislation.

The existence of this EC 261 ruling is not well-known, resulting in substantial funds not being claimed by passengers, especially outside Europe. You cannot prevent flight disruptions however, it matters how you handle it and bring value to your customers.

Flight delays happen, but that doesn’t mean you have to accept them.

Founded in 2013, AirHelp has grown into the world’s largest air passenger rights advocate. To date, they’ve helped over 16 million passengers understand their rights and secure compensation for delayed, cancelled, or overbooked flights.

Webinar highlights:

  • Learn about different air passenger rights and legislation around the world and how these affect your customers.
  • Airline’s responsibilities during and after disruption; and how you can provide additional help to your customers. 
  • Understand the main reasons for flight disruptions.

Presentation Slide Deck >


More about our Guest Speakers

Satu Raunola-Spencer
Director Business Development Australia
e. satu.raunola@airhelp.com
m. 0411 545 617

Minna Monaghan
Director Business Development Australia
e. minna.monaghan@airhelp.com
m. 0419 800 965

Satu Raunola-Spencer is Director of Business Development for AirHelp in APAC. AirHelp is the world’s largest organisation specialising in air passenger rights.

Satu has extensive hospitality, travel and destination sales and marketing experience in Europe, Asia, the US, and Australia.

She managed her own travel marketing and PR consultancy Finnesse Communications for 10 years before joining Amadeus IT Pacific as Marketing Manager for 6 years. Satu is also director and board member of Sydney-based tech startup Vloggi, the world’s first collaborative video production platform.

Minna Monaghan is Director of Business Development for AirHelp in APAC. AirHelp is the world’s largest organisation specializing in air passenger rights.

Minna has a master’s degree in economics and MBA; and has extensive experience in various areas of aviation industry in Australia.

She held several commercial management roles with the Qantas Group (Qantas, QantasLink and Jetstar) over 15 years, followed by 6 years with Virgin Australia managing Strategic Airline Alliances. Since 2017 she provides consultancy services to airlines.



How to use fam trip video reviews in your client engagement

Guest Speakers:
Justin Wastnage, CEO - Vloggi
Satu Raunola-Spencer, Director - Vloggi

Fam trips are an essential educational training to travel consultants. They are also a great way to get fresh, authentic and affordable marketing content for your agency.

Today's video tools allow agents to create video diaries as they travel that can not only be used for reporting, but can also be turned into compelling marketing assets to showcase to clients.

This webinar takes you through some best practice advice on how to incentivise agents to take footage and the easiest ways to use the finished videos in your content marketing.

To download the Vloggi Travel White Paper visit 

https://marketing.vloggi.com/travel-agent-whitepaper


More about our Vloggi guest speakers

Justin Wastnage is founder and CEO of Sydney-based tech startup Vloggi, the world’s first collaborative video production platform that uses artificial intelligence to process, sort and annotate user-generated video for use by businesses and social groups.

Wastnage was until recently the director of aviation policy at the Australian industry group Tourism & Transport Forum until 2016 when he established a tourism policy consultancy, Message Shapers.

Prior to this Wastnage had over 10 years in aviation and travel journalism.

Satu Raunola-Spencer is director and board member of Sydney-based tech startup Vloggi, the world’s first collaborative video production platform.

Satu has extensive hospitality, travel and destination sales and marketing experience in Europe, Asia, the US, and Australia.

She managed her own travel marketing and PR consultancy Finnesse Communications for 10 years before joining Amadeus IT Pacific as Marketing Manager for 6 years. Satu is currently Director of Business Development for AirHelp in APAC.


Crisis Communications Are you Ready?

Tim Archer, Head of Communications, RiskLogic
Simon Petie - NSW, QLD & ACT Regional Manager, RiskLogic

Good crisis management is about having the confidence and capability to lead your organisation in the effective response and management of a significant event. Proper preparation and intelligent decision making by a crisis management team can significantly limit the potential financial, legal and reputational damage to your organisation.

Simon and Tim will discuss what the travel industry can do to implement and build crisis resilience in the face of growing international instability, more frequent major weather events and the continual rise of global cyber attacks and data breaches.

WEBINAR HIGHLIGHTS
  • What is Crisis Management
  • Types of risks, risk management and mitigation 
  • Risk Considerations – Reduction, Readiness, Responses, Recovery 
  • Where crisis communications can go wrong 
  • Ensuring a strategic communications response
  • Who is RiskLogic and what is their role in Crisis Management

Risk Logic Presentation Deck >


More about our guest speakers >

Tim Archer - Head of Communication, RiskLogic

Tim heads up Risklogic’s specialist crisis communications consultancy, providing clients with best-practice communication plans and training that draw on his 25 years as a communications practitioner.

Tim has led communication teams in some of the most issues-rich organisations in Australia that are subject to intense levels of media and public scrutiny.

He managed the NSW Police Force’s 24/7 media unit where contentious, front page issues were commonplace, and drove its innovative use of multimedia and social media that saw them become a world leader in digital engagement.

He has experience in both Federal and State politics, including as a Chief of Staff to a NSW Minister, as well as communication roles at the Barangaroo Delivery Authority and the Australian Rugby Union.

These senior roles have given him an enormous depth of hands-on experience in leading the communication response to countless crises, critical incidents and major events.

Simon Petie - NSW, QLD & ACT Regional Manager, RiskLogic

Simon Petie has over 15 years of Crisis and Incident Management experience, working throughout Australia, North America, Asia and the Middle East.

In his current role as Regional Manager of RiskLogic QLD and NSW, Simon is responsible for the management and implementation of numerous crisis management and business continuity projects across a variety of industries including the travel industry, education, professional services, financial services, manufacturing, resources, energy, infrastructure and utilities. Simon has directly trained some of Australia’s largest and most complex organisations to be ‘Crisis Ready’.

Simon has first-hand experience in assisting both Australian and global organisations respond to live crises situations, as well as prepare for and scenario test multi-national response simulations.



NTIA 2019 FINALIST PRESENTATION BRIEFING

Guest speakers - Jo Arancibia, AFTA and
NTIA Judge - Christian Schweitzer

Watch this webinar to learn how to properly prepare for the NTIA Judging Process.

This webinar will provide finalists with a clear overview of how to appropriately prepare for the judging presentation. The webinar will articulate what is expected of presenters, the judging criteria and what the judges look for when marking finalists.

The National Travel Industry Awards is a celebration of industry excellence. Over the past 10 years the event has grown in size and grandeur and this year 1,300 guests will attend the Gala Dinner to recognise the finalists and award winners from 44 award categories.

Presentation Slides - PDF >



From Blue Rinse to Blue Skies – 10 Seniors Travel Myths Busted

Guest Speaker - Bronwyn White

The seniors’ market is the fastest growing yet most misunderstood market we know. What is phenomenal, is that the +55 economy is the third largest in the world – 3rd behind China and USA.

Yet is a sector that is largely ignored by travel marketers and innovators alike. Make no mistake, this is the most lucrative travel opportunity we are likely to see in our lifetimes.

We will never again see a more cashed up and time rich travel sector again.

The over 55’s market is the greatest untapped opportunity in the global travel industry. They have the money to spend – more than any other generational cohort and the time and desire to travel.

Watch our webinar and we'll bust 10 popular seniors travel myths and beliefs that are providing barriers to connecting with your ideal mature travellers.

We'll give special focus to the myth they are likely to research online and then book via an agent. This was true 1 year ago, but they have become more confident with the hundreds of hours they spend researching on the Internet in booking their own trips.

We'll share how to plan for the new planning trends and how to make the most of new opportunities.

Presentation slide deck >
 


Making sense of Social Media and Content Marketing

Top tips to get any non-marketeer kick-started with valuable content

Guest Speaker: Ben Alcock, Resource Hub

As travel people, we work in an industry that is almost entirely driven by stories. We are, at the end of the day, selling experiences, not 'stuff'.

Ben believes that your business brims with stories just itching to be told, broadcast to your clients, and shared across their social networks driving traffic and leads back to you.

Content marketing is not rocket surgery, but many businesses struggle with it. With so many social and digital platforms available these days it can be baffling to know where to start.

Let's face it, people love talking about their holidays, their favourite hotels and hole-in-the-wall bars, cheeky ways to get from A to B, and secret spots for that perfect local experience.

As a travel professional, which travel stories are you telling? And what do those stories say about your business?

WEBINAR HIGHLIGHTS

  • Myths & truths
  • What is 'content marketing'
  • Is it just a fad?
  • Why content marketing is important to customers
  • The dinner party test
  • Examples of good content marketing
  • Creating and curating good content
  • Content ideas
  • Thinking like a publisher

Watch our webinar for a simple, easy-to-understand look at content marketing, why it's important, how it works and where you might start.

If you're operating in a frantic fog of Facebook, Instagram, Twitter, Snapchat and email and wondering 'am I even doing this right?'...tune in and find a way forward that works for you.

Ben Alcock
Writer and Content Wrangler
ben@resource-hub.com.au

Presentation slide deck >


How to Leverage your ATAS accreditation

Guest Speaker - Joanne Arancibia - Head of Marketing AFTA

Join Head of Marketing and Communications, Joanne Arancibia, as she explores the various ways you can leverage the support of AFTA to maximise your ATAS membership.

This webinar will cover findings from consumer research designed to answers two key questions:

1) What motivates travellers to use travel agents, and

2) What is the current awareness of ATAS – and, if with education, can that impact on a consumers choice to use a travel agent?

The research findings have been used to inform AFTA's marketing strategy, so we'll also cover of the various activities AFTA has undertaken to promote the value of travel agents.

You'll leave this webinar informed, inspired and wanting to engage in the various marketing initiatives AFTA offers its accredited member network.

Watch the ATAS TVC here >

For the ATAS Awareness Campaign and video summarising the Consumer Research results click here.   

Presentation slide deck >




Complaints Handling Best Practice

Guest Speaker - Naomi Menon - Head of Compliance and Operations, AFTA

All ATAS Accredited participants are required to comply with the ATAS Code of Conduct. The Code includes the ATAS Complaint Escalation process.

This webinar helps ATAS businesses understand their obligations under Code and the best practice for handling complaints. Case studies and recent examples are used to provide a practical application for ATAS agents.

Webinar host Naomi Menon, is the Head of Compliance and Operations of AFTA, and also fills the designated role of ATAS Compliance Manager. Naomi share valuable insights on common mistakes and tips for resolving consumer complaints.

KEY HIGHLIGHTS

  • Snapshot of 2018 complaint data;
  • The ATAS Complaint Escalation process;
  • Expected timeframes;
  • The ATAS Complaint Appeal Committee (ACAC);
  • Key tips for handling complaints;
  • Case studies of complaints and outcomes managed by AFTA and the ACAC;
  • Case studies of some recent court and tribunal decisions

PRESENTATION SLIDE DECK > 



Additional Resources:


ATAS Code of Conduct

    Complaint policies must comply with the Australian/New Zealand Standard ‘Guidelines for complaint management in organisations’.

    This document is copyrighted and cannot be shared however is based significantly on the NSW Ombudsman complaint resources:

    Managing Unreasonable Complainant Conduct – Practice Manual

    SOCAP also has a number of resources that includes some templates that can assist in formulating standard template responses:



    Succession Planning - Planning for the end game

    In this webinar Anne Rogers - former owner of Wings Away Travel, shares a “warts and all” account of her experience selling her business.

    When considering the sale of a small business, it’s worth or success, are often measured by size, sales figures, industry profile, and reputation however, without a carefully considered exit plan - properly executed - these indicators can be of no tangible value.

    Anne shared her thoughts on what could have been done differently - beginning with the fact that she did NOT HAVE a succession plan; and her tips to successfully execute your own escape.

    Anne is available for Business Advice and Mentoring.

    Contact: 0417 352 190

    Email:chesapeakeconsultancy@gmail.com


    PRESENTATION SLIDES




    Are you future ready? 7 Business Survival Tips you should know!

    Guest Speaker - Tammy Marshall, The B Hive

    Running a business has never been so challenging as it is in today's world of volatility, uncertainty, complexity and ambiguity. Change has always been a constant, but the rate at which markets, trends, industries and consumers are evolving, puts enormous pressure on business survival rates.

    This webinar will force you to answer the question:

    Are you, and your business future ready?

    If you can't answer this question, then join Tammy Marshall, a 25+ year travel and tourism industry professional as she gives you 7 tips for business survival.Registrations are limited, register to avoid missing out.

    PRESENTATION RESOURCES:

    How Ready Are You And Your Business For The Future - Whitepaper

    How Future Ready Are You - Assessment Tool

    Future Ready - Presentation Slides >

    Technology Platform Suggestions:



    Dubai – More than a stopover destination

    Dubai is a city that is constantly changing. As the city gears towards Expo 2020, new attractions, hotels, restaurants and bars are opening each month, guaranteeing visitors a new holiday experience every time they come to Dubai.

    Have you heard about the funky new three and four star hotel openings? Do you know what iconic Las Vegas hotel brand is coming to Dubai this year?

    Of course, Dubai is not all about its incredible hotels. The city has something to offer all types of travellers on all budgets. For thrill-seekers, there’s the new zip line in Dubai Marina. For history buffs, the new Etihad Museum is a must-see.

    For theatre-goers, Dubai Opera and the region’s first resident show have added to the city’s cultural offering. For families, the new beachside attractions and theme parks will keep the kids entertained for days.

    This webinar will bring you up-to-date with the latest offerings, provide a sneak peek at what is to come in 2019 and give you an opportunity to have your questions about Dubai answered.


    Shift Happens: How to ensure you survive and Thrive in the future.

    Guest Speaker - Tammy Marshall, The B Hive

    We’re living in unprecedented times with change coming at us faster than ever before. And, as daunting as it may seem, now’s not the time to be sitting idle. The businesses that are winning are the ones that are tackling disruption head on and actively looking for growth opportunities or ways to push boundaries or break rules and unapologetically shift us into the future.

    This webinar will cut straight to the chase and talk about the 5 major shifts taking place in the travel industry that matter, leaving you with some bigger questions to ponder and some smaller yet practical things that you can do tomorrow.

    The 5 Major Shifts That Matter in the Travel Industry

    Webinar Highlights

    • Explore ways to engage your customers beyond the booking transaction and how can you keep the conversation relevant
    • How you can introduce the virtual reality experience into the sales process
    • We take a look at what other markets are doing and their successes
    • What role should you play in sustainability
    • We discuss the shift to transformational brands and destinations and what that means for you

    WEBINAR RESOURCES

    Intro Video > 

    Top Digital Tips >

    FREE WHITEPAPER > How ready are you and your business for the future?

    WORKSHOP > How to future proof yourself

    MASTERCLASS > How to future ready your business

    Presentation Slide Deck

                                

    More about Tammy Marshall >

    Tammy Marshall

    Tammy Marshall

    Tammy Marshall has worked with some of the biggest names in Travel & Tourism. Her impressive track record includes roles such as Managing Director of Contiki Holidays and Resorts, to Founder of Inspiring Journeys and more recently the SVP of Commercial for Carnival Corporation, to name but a few.

    Having recently established her own consultancy, The B Hive, these days her focus is on advising her clients on how best to future-proof their businesses.

    Tammy is the Senior Industry Advisor and mentor for start-ups in the Hospitality & Tourism sector for Australia’s leading accelerator company (Slingshot), she is also Australia’s Ambassador for the World Innovation Forum and is a regular keynote speaker and contributor to the industry at large, remaining unequivocally one of the leaders in her field.

    The B Hive
    The B Hive is a business transformation consultancy that helps future proof people and businesses. We do this by helping people and businesses to transform, perform, grow and innovate their way to ongoing success.


    Revised ATAS Charter & Code obligations

    What you need to know...

    Guest Speaker: ATAS Compliance Manager, Naomi Menon

    If you are an ATAS member you need to be aware of recent changes made to the ATAS Charter and the ATAS Code of Conduct. Following the 4th year review, a number of amendments and additions have been made to the eligibility criteria for ATAS and the ongoing obligations outlined in the Code of Conduct.

    Revision 5 of the ATAS Charter became effective 1 July 2018 and we encourage all members to familiarise themselves with these changes.

    This webinar will cover recent changes to:

    • the eligibility Criteria for ATAS Accreditation;
    • the ongoing requirements and disclosure obligations of ATAS members;
    • the ATAS Code of Conduct service quality promise; and 
    • changes to the ATAS Complaint escalation process

    PRESENTATION NOTES:

    ATAS Charter >

    ATAS Code of Conduct >
     
    ATAS Charter Activity (Infographic)

    ATAS Code Activity (Infographic)

    Summary of Changes

    ATAS Consumer Research results >


    IATA NewGen ISS Information Session

    IATA have advised that the NewGen ISS, Resolution 812 is set to be implemented in Australia in November.

    To support ATAS accredited agents who hold an IATA accreditation, we invite you listen to our information session to learn more on the upcoming changes.



    Tax-Time-Ready (with a budget twist)

    View webinar details here >


    NTIA 2018 Finalist Webinar - preparing for your presentation

    Watch our info webinar to learn how to properly prepare for the Judging Process.

    This webinar will provide finalists with a clear overview of how to appropriately prepare for the judging presentation. The webinar will articulate what is expected of presenters, the judging criteria and what the judges look for when marking finalists.

    The National Travel Industry Awards is a celebration of industry excellence. Over the past 10 years the event has grown in size and grandeur and this year 1,300 guests will attend the Gala Dinner to recognise the finalists and award winners from 38 award categories.


    NTIA 2018 Entrant Guidelines >


    Consumer Law Part 2 - Consumer Guarantees & more

    Guest Speaker - Naomi Menon, ATAS Compliance Manager

    Consumer Law Part 2 is the second webinar of a two-part series covering relevant topics for ATAS members in regard to the Australian Consumer Law (ACL). This webinar will focus on the following topics:

    • The Consumer Guarantees
    • Unfair contract terms

    Introduced in 2011, the ACL is a nationwide uniform legislation applicable to all business conducted in Australia.

    All ATAS Participants, upon joining and annually in their renewal, agree to abide by the ACL as a condition of their accreditation. A court or tribunal can impose significant fines and damages for breaches of the ACL.

    Consumers are educated about their rights and in order to meet your obligations and to be able to respond appropriately to a matter, you need to understand the rights of both parties.

    Webinar highlights:

    • The relevant consumer law guarantees for travel agents;
    • Major v Minor faults and why this is important to understand;
    • Understanding claims for compensation;
    • Understanding what is an unfair contract term.

    The webinar will provide examples drawn from decisions of tribunals and courts as well those made by the ATAS Compliance Manager in managing consumer complaints against members.

    Presentation Deck >

    Small Business Factsheet

    Consumer Guarantees: A guide for Consumers

    Consumer Guarantees: A Guide for Business

    Unfair Contract Terms: A guide for small business


    Consumer Law Part 1 - Advertising & Social Media

    Guest Speaker - Naomi Menon - ATAS Compliance Manager

    Consumer Law Part 1 is the first webinar of a two-part series covering relevant topics for ATAS members in regard to the Australian Consumer Law (ACL). The first webinar will focus on the following areas:

    • Misleading and deceptive conduct
    • Advertising 
    • Testimonials 
    • Social media

    Introduced in 2011, the ACL is a nationwide uniform legislation applicable to all business conducted in Australia.

    All ATAS Participants, upon joining and annually in their renewal, agree to abide by the ACL as a condition of their accreditation. A court or tribunal can impose significant fines and damages also for breaches of the ACL.

    Consumers are educated about their rights and in order to meet your obligations and to be able to respond appropriately to a matter, you need to understand the rights of both parties.

    Webinar highlights:

    • The test for misleading and deceptive conduct or representations
    • advertising including headline messaging; bait advertising and was/now strike through pricing. 
    • Fake testimonials/reviews 
    • What you need to know about handling negative reviews or comments on social media.

    The webinar will provide examples drawn from decisions of tribunals and courts as well those made by the ATAS Compliance Manager in managing consumer complaints against ATAS members.

    Presentation Deck >

    Pricing Manual for the Travel Industry

    Guide: Online Reviews

    Advertising & Selling 2017

    An Industry Guide to ACL



    The Changing Face of Marketing with Bauer Media

    Guest Speaker - Stu Stevens from Bauer Media 

    Watch this webinar to hear from Australia's leading multi-platform publisher,  Bauer Media on the changing face of marketing across their global advertising footprint. 

    You've probably heard of Bauer's most successful brands including The Australian Women’s Weekly, Woman’s Day, Dolly, NW, TV Week, Harper’s BAZAAR, Cosmopolitan, ELLE, Australian Gourmet Traveller, Australian House & Garden and Wheels to name a few.

    Our guest speaker Stu Stevens will delve into how consumers are making their purchase decisions on where and when to travel. He'll discuss how advertising & media in the travel industry is changing, and where it's heading next.

    Webinar key highlights:

    • How the shift from PC to Mobile has changed everything, it’s not just an evolution, it’s a revolution.
    • No industry is going to stay the same. Least of all the advertising industry. 
    • What's in-store for the Travel sector? And how do you create customers today?
    • Who can you work with? And how can you be sure where to spend your ad budget?




    AFTA Chargeback Payment Partner: Mint Payments Info Session

    Get Paid Whenever, Wherever and However the world wants to pay
    Guest Speaker - Adam Jones, Chief Growth Officer

    Mint Payments helps companies of all sizes transact in more rewarding ways—whenever, wherever and however the world wants to pay.

    With a focus on the Travel Sector, Mint Payments delivers solutions with the ability to capture in-person payments via a mobile device (smart phone or tablet) or online payments (desktop or mobile device) via the internet. This includes integrated payments through travel mid-office systems as well as the facilitation of the AFTA Chargeback Scheme (ACS).

    Join our free webinar session to learn how the Mint Payments product suite can help your business:

    • Increase your revenue by accepting more forms of payment across any customer touchpoint
    • Simplify operations with one payment provider for online and in-store transactions
    • Streamline payments with integrated payments via mid-office travel systems
    • Reduce chargeback risk with ACS facilitation

    WEBINAR PRESENTATION

    Learn more about our guest speaker - Adam Jones

    AdaMint Cheif Growth Officer - Adam Jonesm Jones is the Chief Growth Officer for Mint Payments and specialises in generating growth through great customer experience. His background spans payments, e-commerce, retail and digital marketing where he has helped start-ups, medium enterprise and corporates realise their growth potential. Adam is passionate about Mint adding value to their merchants business and delivering the best possible payment experience




    The Changing Face of Marketing

    Stu Stevens from Bauer Media

    Watch our webinar to hear from Australia's leading multi-platform publisher, Bauer Media on the changing face of marketing across their global advertising footprint.

    You've probably heard of Bauer's most successful brands including The Australian Women’s Weekly, Woman’s Day, Dolly, NW, TV Week, Harper’s BAZAAR, Cosmopolitan, ELLE, Australian Gourmet Traveller, Australian House & Garden and Wheels to name a few.

    Our guest speaker Stu Stevens will delve into how consumers are making their purchase decisions on where and when to travel. He'll discuss how advertising & media in the travel industry is changing, and where it's heading next.

    Webinar key highlights:

    • How the shift from PC to Mobile has changed everything, it’s not just an evolution, it’s a revolution.
    • No industry is going to stay the same. Least of all the advertising industry.
    • What's in-store for the Travel sector? And how do you create customers today?
    • Who can you work with? And how can you be sure where to spend your ad budget?

    Download Presentation Slides

    Webinar recording coming soon.


    Digital Marketing for Travel and Tourism

    Zoe Pester, Inbound Specialist - WebSalad

    The world of social media can be overwhelming for many small businesses. Finding the time to craft valuable content, schedule posts and create relevant audiences using social media channels can often seem challenging.

    Our guest speaker Zoe Pester from WebSalad a leading digital marketing agency, will show you how to position your business with a digital marketing strategy and social media to attract the right audience.

    Key Highlights

    • How to identify key personas
    • Creating valuable content
    • Building an owned audience
    • Using created, curated and user-generated content
    • Finding your target audience
    • How to advertising on Social Media
    • Case Study in travel

    Presentation slides >

    More about our guest speaker Zoe Pester >

    Zoe Pester, Inbound SpecialistMeet Zoe Crane from WebSalad

    Specialising in Digital Marketing for Travel, Zoe started her career as a travel consultant before moving to a marketing role within the industry.

    In her role as Inbound Specialist at Websalad, Zoe creates and implements digital marketing strategies to attract and convert leads by adding value. She has a customer-centric approach to creating craft-driven content for a targeted audience. Working across a variety of channels and formats, Zoe understands the particular needs of the travel industry in the competitive digital marketing sphere.

    Websalad is a digital marketing agency that works with businesses of all sizes at any stage of digital marketing, be it launching, moving, expanding or refreshing their online presence. We tailor solutions that are unique to your business, to improve your brand’s presence, drive sales/leads and establish positive growth for your business.

    Our Mission is to deliver tailor-made digital marketing solutions that deliver tangible results. While we work across all industries we specialise in digital marketing for the Travel and Tourism with the majority of our staff having many years of experience working in the industry previously. We have a passion and deep understanding of travel and tourism which we combine with our expertise in digital marketing.

    Founded in 2005 with the sole intent of helping businesses to fully harness the digital world using the latest online marketing strategies, tools and services, we provide all the ingredients of a thriving digital presence.


    AICS & Credit Card Surcharging Update

    Learn more about the new AFTA Insolvency Chargeback Scheme (AICS) and will recap the changes to credit card surcharging which comes into effect from 1 September 2017 for all businesses.

    Watch the webinar session to stay up-to-date on the latest changes and what this means for your business.

    Webinar Summary
    Guest Speaker: Dean Long, AFTA National Manager for Strategy and Policy

    • What is AICS and how does it protect your business
    • Who are the AICS Payment Partners
    • How to apply for AICS
    • Cover ‘what’ and ‘how much’ your business can now surcharge

    About Our Speaker
    Dean is AFTA’s National Manager for Strategy and Policy and leads AFTA engagement on all public policy activities and is the Manager of the AFTA Insolvency Chargeback Scheme (AICS).

    With a decade of public policy experience in tourism and travel, Dean has led AFTA’s advocacy program to ensure travel agents were centrally considered by the Reserve Banks of Australia and the Australian Competition and Consumer Commission in developing these new regulations.

    WEBINAR RECORDING

    Factsheet: How does AICS work?

    How to apply for AICS >

    Speaker Presentation PDF >



    NTIA 2017 Finalist Presentation Tips

    This webinar provides information to learn how to properly prepare for the NTIA 2017 Judging Process.

    NTIA judge Tim Poulter and AFTA Marketing Manager, Jo Tralaggan will provide finalists with a clear overview of how to appropriately prepare for the judging presentation. The webinar will articulate what is expected of presenters, the judging criteria and what the judges look for when marking finalists.

    Presentation notes >



    Dubai Expert Online Training Program

    Learn about the new and improved version of Dubai Expert: a unique, fun and interactive training tool from Dubai Tourism which will help provide the industry with the expert knowledge and skills to best sell Dubai.


    • Learn about the destination in your own time
    • Develop itineraries for all types of travellers and budgets and test your knowledge with the online game
    • Increase your awareness of the city’s annual events and festivals
    • Enjoy benefits to Dubai Tourism events
    • The new webinar sessions to help you become a Dubai Expert and learn about the destination so that you can be confident in selling the Arabian city to your customers.

    WEBINAR RECORDING

     Presentation notes >


    Business Strategy Webinar - Planning for Growth

    Wednesday 29th March, 12.00 Noon (ADST)
    Guest speaker – Tim Poulter

    Do you know where your business is heading? Having a clear direction is critical for business success and growth. However, actually mapping out your goals and the road to achieving these can be an overwhelming process.

    AFTA recognises this and has partnered with Tim Poulter from Your Way Vision and Business Planning to help you plan for business growth!

    This service is available to all AFTA members and ATAS participants and is designed to help you in the creation of both business strategy and planning. It will be delivered through a one-on-one tailored service.

    Business planning is for everyone, whether you’re a newly opened travel agency or you’ve been operating for many years.

    Join our free webinar to learn more about how your business could benefit from a tailored Business Planning Service and the key features offered in a consultation.

    The webinar will answer the key question; why do I need a Business Plan?

    • Provides purpose as to ‘why’ you open your doors each week
    • Sets clear goals for what you want to achieve
    • Sets priorities for the use of limited resources within the business
    • Allows a business to be proactive rather than reactive to industry changes
    • Will help you improve your bottom line
    • Where relevant, it can help prepare an exit strategy when you are thinking about selling the business.

    Presentation slides >




    2017 Credit Card Surcharging Update

    Wednesday 22 February 2017
    Webinar Host – Dean Long, AFTA National Manager for Strategy and Policy

    In the first 6 months of 2017, banks and other financial institutions who provide businesses merchant terminals will be contacting travel agents about changes to this service.

    89% of all customers who use a travel agent in Australia choose to pay using some form of electronic payment such as a credit card and you will need to know what these changes mean to your business.

    The changes clearly detail what you can now include in your surcharge rate from 1 September 2017 and will also affect consumer expectations on the amount you charge them for using a credit or debit card.

    Stay up-to-date on the latest changes and what this means for you in your business. This webinar will:

    • Detail the roll out plans for major banks and changes to Merchant Service Fees
    • Cover what and for how much your business can now surcharge
    • Explain what you should do next to ensure you are compliant with the new regulations

    Click below to watch the webinar recording

    Presentation slides >


    Staying up-to-date with credit card surcharging

    Due to popular demand AFTA will be hosting a second webinar on electronic payments and credit card surcharging.

    Wednesday 27 July, 11.00am (AEST)
    Webinar Host – Dean Long, AFTA National Manager for Strategy and Policy

    Webinar Background:

    Have you heard about the recent changes to credit card surcharging?

    It's an astonishing figure - 89% of all customers who use a travel agent in Australia choose to pay using some form of electronic payment such as a credit card.

    The recent changes announced by the Commonwealth Government will affect consumer expectation on the amount you charge them for using a credit or debit card.

    Stay up-to-date on the latest changes and what this means for you in business.

    This webinar will:

    • Explore recent changes to credit card surcharging, including changes to merchant rates
    • Cover what and for how much your business can now surcharge
    • Explain what you should do next to ensure you are compliant with the new regulations

    Presentation Slides


    About Dean Long

    Dean is AFTA’s National Manager for Strategy and Policy and leads AFTA engagement on all public policy activities. With a decade of public policy experience in tourism and travel, Dean has led AFTA’s advocacy program to ensure travel agents were centrally considered by the Reserve Bank of Australia and the Australian Competition and Consumer Commission in developing these new regulations.


    From Customer to Advocate - the MUST DO digital techniques for travel agents

    Wednesday 22 June, 11.00am (AEST)
    Guest Speaker – Liz Ward, Managing Director, Digital Coaching International

    Is your client at the centre of everything you do? Having a customer-centric approach can add enormous value to your business and differentiate you from competitors.

    Join this webinar and learn the fundamentals of engaging with your customers through the entire travel purchase journey.

    This webinar will look at practical tips that you must do in the digital space to connect with your customers as they move through the various travel purchase stages from Dreaming to Advocacy.

    The webinar session will cover:

    • Explore digital strategies that have the most impact at the different stages of the travel purchase cycle
    • Examine priority search, content marketing and social tactics at each stage to connect with your ideal customer
    • How to turn your customer into a member of your marketing team
    • Check-list of the must dos

    PRESENTATION SLIDES

    WEBINAR PRESENTATION

    More about our guest speaker...

    Liz Ward, Managing Director, Digital Coaching InternationalLiz Ward, June AFTA Webinar Presenter

    Liz is a committed advocate for innovation and technology and how they can sustain and grow businesses and over her successful career has played a pivotal role in establishing travel destinations in the online market place.

    Liz has over 20 years' experience specialising in IT for travel and tourism, industries that she loves. Liz has pioneered many first-time strategic initiatives that have had lasting impacts including starting up the Australian Tourism Data Warehouse (ATDW) and being its CEO for over ten years. Liz is a recognised expert in digital strategy for travel and tourism.

    Today, Liz is Managing Director of Digital Coaching International – a network of experts who assist businesses through the process of digitising their marketing and operational processes.

    Liz and her two business partners are also responsible for the set-up of an innovative online learning community, Tourism Tribe, which launched in July 2015 and is already providing online coaching

    National Mobilisation Program

    AFTA has lodged its 2020-21 Pre-Budget Submission with Treasury, calling for a Sector Specific Support Package and now we need your help!

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    Mind Resilient Program

    Join the 4-week challenge and enhance your resilience to stress and improve the way that you deal with challenges that life throws at you. Learn more >

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    AFTA Micro Credentials Program

    AFTA is offering all members access to short, sharp, high impact courses called micro credentials. Learn more >

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