This month’s online conversations seem to be focused on the “customer experience”, the need to co-operate with other travel and tourism industry members and the important role that the travel and tourism industry plays in each country and globally. Here are a few quotes from around the world for September.

India - Sheldon Santwan, Express Hospitality
“While fighting Terrorism with Tourism seems to be the only way forward for this industry as we look into the future, sanity must prevail within the industry first.”

USA - Gary Sherwin, Newport Beach Conference and Visitors Bureau president and CEO
“The one positive thing out of it (9/11) is the tourism industry has never been recognized as a legitimate industry by many people in government. Literally closing down the tourism industry for several days and it taking so long to recover made people realize the importance and interconnectivity of the industry.”

Bhutan - Samten Wangchuk, Kuensel
“Tour operators said that the rush among the tourists to visit the country during the festivals would persist as long as cultural tourists continued to outstrip trekking tourists.”

USA - Jonathan Tisch, chairman and CEO of Loews Hotels
“The travel industry does not — and should not — control foreign policy. But we do know a lot about hospitality and we also know that when people visit this country and experience the people and places first hand, their view of America and Americans improves tremendously.”

USA - Barry White, from the Augusta Convention & Visitors Bureau.
“We’re with our peers here. And even though we’re competitive with each other, we’re all so open to sharing and learning ideas from each other.”

Asia Pacific - Duncan Alexander, managing director of Business Development at OAG about Asia Pacific
“We can only speculate on the future impact China and India will have on the low cost sector. From a tiny base of just 48 low cost flights within China this time last year, the jump to more than 2,000 is remarkable. Equally impressive is India’s fledgling market which has leapt from 600 flights and 28,000 seats in September 2004 to more than 12,000 flights and more than 1.1 million seats in just two years.”

New Zealand - Fiona Luhrs, Tourism Industry Association New Zealand, Chief Executive
“International and domestic travellers expect shops to be open during significant holiday periods and it does not reflect well on the visitor experience if shops are closed. It creates a perception that New Zealand is a ‘quaint’ and ‘old-fashioned’ tourism destination that does not live up to the world class tourism experience promoted internationally by Tourism New Zealand.”

Hong Kong - Tom Wang, Shanghai Shihua International Travel Service Assistant General Manager
“All links in the travel product supply chain must co-operate fully. From the local agent who should give great support to the tour operator, who in turn should look after the convention and visitor bureau, airline, bank, hotel, media et cetera to maximise the experience for the traveller.”

Bulgaria - Alex Oreshkov, Area manager of Princess Hotels Bulgaria and general manager of the Princess Hotel, Sofia
“Our product is service, and service cannot be delivered by robots. They tried it in Japan 10 years ago. Social practice just rejected it.”

Australia - Craig Catchlove from the Central Australian Tourism Industry Association
“Which is very difficult when you have a hiring criteria which as one person said to me once, is that ‘basically anyone who’s got a pulse, I’ll hire’, so that makes life very difficult to keep your standards up, to keep your service up to the visitors and to the travellers. They want to talk to locals.”

New Zealand - Greg Remmington, general manager of Auckland’s Spencer on Byron Hotel
“If another hotel comes on the market then that’s well and good. They’ve had to comply with all the same regulations as us, so it’s a level playing field. But when someone tags a load of residential apartments together as rental accommodation on a website, and can undercut hotel room rates because they have a third of our set up costs, well that’s most definitely not.”