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

“What really worked for me is experiencing the product and letting potential clients know I have been there and seen it. I travel every month to locations I sell and once a year to a new place I have never been.” - Roy Gal, Travel Advisor

Daily Top List

Best Things to Do in Tahiti

1. La Plage de Maui

2. Fautaua Waterfall

3. Papenoo Beach

4. Plage du Taharuu

5. Papeete

Source: USNews

TMR Recommendations
Top Stories
Puerto Rico’s Caribe Hilton Reopens After 15-Month Closure
Puerto Rico’s Caribe Hilton Reopens After 15-Month Closure

The hotel is celebrating its 70th anniversary as it reveals a top-to-bottom renovation.

AMResorts Joins Choice Hotels’ Loyalty Program
AMResorts Joins Choice Hotels’ Loyalty Program

Another major hotel chain vies for consumer loyalty, ramping up its reward programs to give guests more value.

Take a Step Back in Time at the TWA Hotel at JFK
Take a Step Back in Time at the TWA Hotel at JFK

The former TWA Flight Center turned hotel, which opened Thursday, won’t be offering travel agents commission at present.

IHG Launches All-Suites Brand
IHG Launches All-Suites Brand

The new brand offers ‘a stylish suite with the flex for guests to work, socialize or explore over a four-to-six-night stay.’

Hilton Honors Partners with Lyft
Hilton Honors Partners with Lyft

Members can link their Hilton Honors and Lyft accounts to automatically earn points whenever they take a Lyft ride in the U.S. and select cities in Canada.

Hyatt Loyalty Program Adds More Hotel Brands
Hyatt Loyalty Program Adds More Hotel Brands

More than 60 hotels will be added to World of Hyatt, across more than 20 new destinations.

News Briefs
TMR Report Cards & Outlooks