One On One With Air Canada’s Duncan Bureau

by Cheryl Rosen
One On One With Air Canada’s Duncan Bureau

Duncan Bureau Vice President, Global Sales


At Air Canada, customer engagement has been and continues to be one of the key corporate priorities, says Duncan Bureau, VP of global sales.  And that’s true whether the customer is a traveler or a travel agent.

“Wherever you are in the organization, the customer is at the center of the business decisions and processes the team develops. The investment we have made in new equipment, our expanded network and customer service training are all a testament to that focus,” Bureau told Travel Market Report. “We are building a truly customer centric organization; it’s an evolution of the efforts we have already implemented that creates the kind of momentum the market is seeing,” he said. “The customer will continue to be at the heart of everything we do. Everything.”

And that focus holds true for travel agents as well, Bureau said. “Our approach with travel agents is simple – we view them as our partners who are an integral part of the airline’s success. Ongoing recognition of their importance as partners to our business is something the team tries to do every single day with every business decision we make; for example, continuously evaluating what they bring to the table and how they are rewarded.”

Air Canada views travel agencies and travel professionals as an extension of the Air Canada team and its brand ambassadors, Bureau said. “For the long term, the only thing I would expect to see is for the relationship with our partners to evolve and become even more open, transparent and dynamic.

In an industry as complex as aviation, “every participant in the distribution chain has to continue to demonstrate value and contribute positively to margins,” Bureau said. Agencies have to make themselves invaluable partners just as Air Canada and its fellow airlines must “continue to refine and re-define their respective value proposition. The agents who can best navigate the changing landscape and respond to those changing market pressures are really the ones who will be best positioned to take advantage of opportunities that present themselves.”

  1
  0
Tip of the Day
Daily Top List

Five Places to Go for Spring Travel

1. Carlsbad, Calif.

2. Aspen, Colo.

3. Kauai, Hawaii.

4. Cabo San Lucas

5. Washington, D.C.

Source: Forbes

TMR THIS WEEK
http://services.travelsavers.com/AMGService.svc/REST/GetImage?ImageID=c0a45578-7841-e811-ba59-782bcb66a2f2

Why Is Watching ‘Jane Peel Potatoes’ More Exciting than What You’ve Got to Say?

Sponsored by Travel Planners International.

Video is here to stay and travel agents who embrace it are reaping the rewards. 

TMR Recommendations
Top Stories
Norwegian’s Dana Gain Headed to Air Canada Vacations
Norwegian’s Dana Gain Headed to Air Canada Vacations

Previously with Norwegian and Carnival, Gain will oversee Air Canada Vacations' national sales strategy, manage partnerships, and support all of the company's B2B lines of business.

Agents React to Air Canada’s New Fare Structure
Agents React to Air Canada’s New Fare Structure

With the introduction of five economy fares, the carrier has added to the growing challenge for Canadian agents, that of explaining multiple fare options to consumers.

Air Canada Expands Economy Cabin Fare Offerings
Air Canada Expands Economy Cabin Fare Offerings

Country’s largest carrier joins global trend to offer multi-tiered economy fares with price-based, in-cabin service offerings.

Travel MarketPlace East Opens Registration
Travel MarketPlace East Opens Registration

Now in its fifth year, the event gives Canadian travel agents an opportunity to connect with fellow travel professionals, participate in educational seminars, and network with suppliers.

Smart App Offers Canada’s First Travel Insurance on Demand
Smart App Offers Canada’s First Travel Insurance on Demand

Travelers can now customize their travel insurance coverage in real time based on geolocation technology using a smartphone app.

Lodging Rates Up in Many Top Destinations for Canadians
Lodging Rates Up in Many Top Destinations for Canadians

Unlike most international destinations they visited, Canadian travelers found strong price values in Asia and the U.S.

News Briefs
TMR Report Cards
Advertiser's Voice
Advertiser's Voice: Luxury Retreats