Bill Geist's Zeitgeist

No Pee in the Sea

I get that Spain is frustrated. Even before the pandemic-induced round of revenge tourism (where visitors treat destinations with an alarming lack of respect), many of the country's top destinations were straining under the weight of over-tourism.

But, a few of the new rules (and fines) designed to discourage bad behavior are pushing the limits. Take, for example, the new law in the oceanside community of Vigo. Anyone caught peeing in the ocean faces a £645 fine. 

Just how this will be enforced is a little hazy. Will lifeguards and law enforcement be looking for individuals with that unmistakeable look of serenity and relief that accompanies such an act? And, how will proof be obtained, as the act will likely be completed by the time anyone can reach the offending party? And, beyond that, who would want that job in the first place?

Just sayin...

The Flight from Hell

It really doesn't matter the airline or the airport. These things happen...but rather than shrugging them off as a result of the great resignation, there are a myriad of learning moments in my last 18 hours. 

Boarding at 9:30 pm for a 10pm flight home last evening, we waited in our seats until Midnight for maintenance to finally give up on trying to fix a mechanical issue which, let's face it, they had to know about before we boarded. When the ground crew called it, passengers were told to deplane and the gate agents would direct us to next steps (which most of us assumed was a new plane, as the flight crew gave no indication of timing out).

Instead, once off the plane, we were told we would all get vouchers for local hotels and the flight would be rescheduled for the next morning. The airline assigned me a nearby Radisson. My barely English-conversant cabbie took me to the Renaissance, trying desperately to convince me they were one-in-the same. When I finally arrived at the Radisson, I was told that, despite having a confirmed room, they were full...and I was directed to another hotel in the ownership's chain down the street. When I (and three other newly united companions) walked through the doors, we faced a check-in line at least 50 deep at 1am.

A sole desk agent was desperately trying to process us (whether she called management to report her dire situation or whether her management just didn't give a shit is unknown)...but her lack of training resulted in each check-in taking, on average, 5 minutes. The four of us analyzed her process from afar and designed a different process that would have cut the time in half. But not wanting to offend this sadly abandoned individual and lose a chance at a room to her potential ire at being redirected, we suffered with the rest of our new clan, finally scoring our rooms at 3:30am.

Up at 6 to get to the airport 2 hours before the rescheduled flight, I checked with the exterior gate agents to confirm that my existing boarding pass was still valid (as we were told by gate agents when we headed to our respective hotels). Hell no, he laughed...go see the agent inside. The agent inside confirmed that notion...but couldn't produce a new boarding pass, finally reproducing my existing ticket and telling me I should be good to go, but I couldn't go through TSA pre; I'd have to go through the absolutely inexcusable shitshow of general TSA. 

As I reached my gate with 10 minutes to spare, my overnight posse gave me that WTF look and said they breezed through TSApre with last night's boarding passes. Perfect, I thought. Just perfect.

We board...and then wait an hour until the airline can find a pilot. Again...why board us when you know there is an issue that is likely out of your control?

At every possible point in the process, the airline failed. As we finally prepared for take-off, I thought, "what else could go wrong?" And then resigned myself to my fate.

Clearly, as I write this, that didn't happen...but it was an 18 hours I never want to again endure. But, at the same time, two truths emerged.

People are assholes, as I saw countless passengers berate airline personnel (even the co-pilot), as if this was their fault. Because, it is not...it is the fault of management that didn't prepare them for this moment.

And the second? In the big picture, I met new people, shared interesting stories and learned a ton about how much we all need to examine our protocols. Like, airlines should call flights earlier than Midnight...because their passengers' options become increasingly limited as the night progresses. Screw where your planes need to be in the morning. When it takes longer than 20 minutes to solve a problem, move on, in the name of your customers. In the end, as I stood in line for my hotel room for over 2 hours, it would have made more sense to stay at the airport. But, once TSA shut down for the night, I couldn't go back.

And, if you're going to guarantee a confirmed room, be sure that room actually exists. A far better understanding of how hotels work would be beneficial. Airlines rarely bump reserved passengers without some compensation. Hotels do it all the time. Airlines need to understand that they speak a different language when dealing with their hotel "partners." This post never would have happened if I had gotten to my "confirmed" hotel and been to bed by 1.

Just saying.

Not Taking Chances

Niue is a stunningly beautiful island nation in the South Pacific, known for its limestone cliffs and coral-reef dive sites. It has some of the most magnificent dark skies in the world. Migrating whales cavort in Niue's waters between July and October and the island is home to roughly 1600 inhabitants. Since the world stopped in the Spring of 2020, just 7 confirmed cases of COVID-19 have been recorded (and no deaths).

I get that it's easier to stop the transmission of a virus on an island than a continent...but Niue proudly promotes that there are no active cases, even though international travel is allowed. 99.4% of residents are vaccinated. And here's the new plan: Visitors in May and June must isolate for 7 days and then restrict movement for 3...with a gradual loosening of restrictions to a planned return to normalcy on October 10th.

And a federal court (not a scientist or medical expert) just opened America's airways to no masks...just because they could.

Say what you will...but I respect Niue's stance. And, it certainly has been effective in protecting its people (though likely harming its economy).

Of course, isolating for a week on a hammock on a beach before spending another week exploring the island isn't the worst thing I could imagine. Hell, you're never whole for the first few days because of jet lag (if you're flying from North America). And, why would you want to race back home anyway? Stay a few weeks an unwind like you should.

Hey Niue? Come October, I'm looking at you.

The Beauty of a Sunflower

If you travel through DTW and ever traverse the subterranean passageway between concourses, you no doubt have experienced the light and sound show that has delighted travelers for years. Unless somebody has turned it off.

The option appeared a few years ago as officials at the airport became aware that the light show and sounds could be distressing for some people with hidden disabilities. The work-around? Buttons at each end of the tunnel that allow visitors to turn the show off for a few minutes as they make their way through to the next concourse. 

Airport officials at TPA, along with partners such as TSA, the Airport’s Police Department, airlines and others who assist passengers – have taken another step and became one of only a few dozen U.S. airports to launch the Sunflower Lanyard Program as another way to help visitors address the sometimes overwhelming stimuli faced by people with autism, PTSD, epilepsy or other conditions.

The Sunflower lanyard, which got its start in the UK, is starting to find adoption in the States. And it's an exploratory conversation that every DMO should be having with its airport and industry partners.

Good Day, Tater

If you enjoy the work of Ron White, you know the phrase. If not, just remove the "Tater."

This week, President Biden signed the omnibus spending package that includes the Restoring Brand USA Act, which provides $250 million in relief funding to the nation’s Destination Marketing Organization. It also allows the Department of Homeland Security to exempt returning H-2B workers from the statuary cap on H-2B visas and requires the State Department to create an action plan to address visa application wait times. All are desperately needed to bring our economy back.

It's been far too long since Congress and a President worked together on behalf of the industry that helps power the American economy.

It's a very Good Day. And one for which we all need to thank those in Congress that supported this effort.

Vietnam is Opening

As most cities, states and countries throw caution to the wind and open up after two years of pandemic precautions, Vietnam is being a bit more wary. The Health Ministry is proposing a negative test upon arrival and three additional days of quarantine for admission into the country. Understandably, travelers who were booked to visit Vietnam aren't pleased...but, then again, with Omicron cases spiking there (click image), who'd want to go right now?

Well, Russians, for one, as Vietnam is one of only a handful of countries that has not sanctioned them for its invasion of Ukraine. In fact the Federal Agency for Tourism of Russia is recommending citizens vacation there.

Which, of course, makes no sense. Encourage your citizens to visit a place where COVID is spiking so they can bring more of the virus back home?

Did anybody actually think this through?

The ROI of Stimulus Money

Amidst all the finger pointing regarding squandered CARES money...this is how it's done. And, yes...it was a Destination Marketing Organization that made it rain.

Visit Spokane was awarded $200,000 in CARES funds. To be fair, it was a pretty modest investment and one could expect modest returns.

But Meg Winchester and her team took that modest award and turned it into $3.8 million of hotel bookings.

It's another example of how stimulus money in the hands of a DMO has a greater impact than many of the recipients of federal funds can claim.

Just sayin...

Smelling Like Weed

Over the past few months of being back on the road after over a year-long hiatus, we've noticed a distinct difference in the air quality at many of the hotels in which we've stayed. Over half of the hallways we've walked smelled like weed.

When I've asked Managers if they enforce the same smoking fines as traditionally applied to tobacco, most affirm that they do. "But they don't care," said one in Florida. "What's a $250 fine if it's split 10 ways? You get to smoke weed all night with your friends for $25? It's a deal."

Flash forward to a conversation I had recently about how a silver lining of COVID was that some hotels welcomed more locals trying to break the monotony of lock-down with a weekend getaway. I asked if this would continue as a target market for the next few years. He shook his head sadly and said:

"Local Equals Marijuana."

Sad, really. But I smell a market opportunity ahead.

They (Mostly) Like Us!

Yesterday, Longwoods International & Destinations International released the 2021 Resident Sentiment Study, revealing how both Americans and Canadians feel about aspects of the Travel and Tourism Industry.

We'll all take our own queues from the data. Our take is that the carnage wrought by COVID has slightly improved American attitudes regarding the importance of Tourism...but not nearly as much as one would have expected or desired. A bigger attitude shift comes when residents are asked if people who use Short Term Rentals can be disruptive to neighborhoods (i.e., is this segment of our industry beginning to wear out its welcome?).

You can learn more on these questions and more here. And, thanks to Longwoods and DI for the intel.

Circumventing Trepidation

Jake Steinman's TravelAbility Summit (which we featured on the DMOU Podcast in 2020) has pivoted to become the Emerging Markets Summit...and is scheduled for Orlando in June.

Within its most recent e-mail compilation of relevant content, Jake shared the "why" of the name (and content) change. When launched, the Summit's goal was to create a travel industry conference to educate travel organizations about how they can prepare for the emerging market of the 40% of Baby Boomers that self-identify as having a disability after they turn 65. But, over the past couple years, he recognized that his presentations on TravelAbility weren't getting the attendees that they should have. Perplexing, to say the least.

"Perhaps it’s the fear of saying the wrong thing, or the daunting prospect of being accessible for a range of disabilities or that people in the industry consider accessibility a training issue more appropriate for someone else in their organization," he mused. Which can also be said for how some approach conversations around Diversity, Equity and Inclusion as well as Sustainability. But, by combining all three topics under the "Emerging Markets" banner, maybe that trepidation can be mitigated.

You can learn more about this Summer's event here.