Luxury Service - Progress

Five years ago we would have to explain to operators that some people would prefer to go in a raft on their own rather than with a group of others. This idea would take some adjustment, and pricing was invariably a function of boatloads and minibus loads and much scratching of heads.

This has also moved a very long way. Most people we saw at Trenz last year had special VIP rates and luxury products. We no longer had to coach, suggest, invent - many operations out there are now capable of handling luxury requirements - except for the most difficult.

As advocates of the de-massification of tourism, of the unusual, of the unique, the exclusive, we tend to avoid activities and sights which lend themselves to mass tourism. However, there are some times when one cannot get away from the masses, for example in looking at geothermal activity in Rotorua. But these outfits have now also lifted their game and can give a service which is really rather good.

For example, we were at Treetops with our VIPs a couple of weeks ago. We flew someone in from Auckland for a business meeting, arranged an airport VIP departure, and patiently encouraged our clients to declare an interest for the day. As usual this hit us with about 5 minutes warning - "we want to see geysers and mudpools". However, we had anticipated this, been in contact with Wai-o-Tapu all morning and had three of their guides on standby for our helicopters (all at the last minute, on a pencil booking). I made a quick call to management and we were on our way. An area of the car park was cordoned off, three guides and three vehicles were waiting, tickets had been pre-purchased and we rolled on in, on a quick programme agreed in the car (first loop for the group, return to shop, VIP takes heli to Auckland Airport, guides on standby to take the rest of the group on the second and third loops).

It worked like a dream, the guides were excellent, the service smooth and at all times helpful. There is no way it could have been done better.

Thank you Wai-o-Tapu. I happily eat my words again! Mass tourism can deliver quality experiences - with the right people.

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