Gaines urged to bring stability to Helloworld
Bringing stability to the business and re-building confidence among senior managers – and travel agents – will be among the major tasks facing Elizabeth Gaines as she takes the reins of Helloworld from Rob Gurney.
Whatever the reasons behind Gurney’s hasty exit – chairman Tom Dery, predictably, said it was coincidental that Gurney’s departure came after a probe into management style – he leaves behind an organisation midway through a transformation and with a leadership team low on morale.
Gaines’ first job will be to reinvigorate staff and reassure the wider industry that Helloworld is a united organisation.
But the jury is out over whether she is the right person for the job.
“Competitors will look to exploit the instability at Helloworld,” one observer warned. “They will absolutely look to take advantage so Elizabeth Gaines must return some semblance of stability to the business and demonstrate that Helloworld is a company with a strong, united purpose. She must also lift staff morale and engage with agents, who, after all, are the lifeblood of the organisation.
"Whether she can do that remains to be seen."
Gaines has been involved with the company since 2008 when she was chief financial officer with Stella. During the past six years she has watched at least four chief executives come and go, but despite the seniority of her position, Gaines has remained relatively low profile.
Gaines’ immediate appointment raises questions over why she was overlooked 18 months ago when the board hired the ex-Qantas executive to lead the company’s overhaul.
Whatever the reasons, she now has the opportunity to stamp her own mark on the business and bring her own style of management to the on-going transformation.
That style is likely to be far more personable than her predecessor. But initial views of her appointment appear to be mixed. For starters, she did not come out of Helloworld’s “cultural health check” completely unscathed, with suggestions that, as chief financial officer and chief operating officer, she should take some of the blame for the “management style” that was under so much scrutiny.
"There were clearly issues but she just stood back and let it happen," one source said.
“Elizabeth Gaines has no idea, no agent/industry understanding,” a post on the Travel Weekly website read. “We are amazed that a pumped up CFO can get the gig. Why does this business need [an] accountant to run the business. It’s only going to get worse.”
The post ends with a question: “When is the board going to resign?”
But that prompted a robust defence of Gaines, who, apparantly, has “plenty of ideas”, is an “incredible person” and a "highly intelligent, strong and personable leader".
Another senior industry figure supported the assertion that Gaines will be an approachable and amiable chief executive.
“But more than that, she will be a leader,” he told Travel Today. “And she is much more than an accountant. Elizabeth Gaines is fully across industry issues and will bring a fresh approach to the business. Sometimes it helps when you don’t have a travel career going back 30 years.”
Furthermore, Gaines has been a non-executive director at Fortescue Metals Group. “And they don’t take on lightweights,” another industry observer said.
In addition, Gaines does have chief executive experience having led Heytesbury, a private company with interests in property, construction and agribusinesses, for eight years between 1997 and 2005.
Clearly another critical role for Gaines will be convincing still-wavering agents to join the Helloworld bandwagon.
It is only fair to point out that Gurney did have supporters among the agent community, with one telling Travel Today he was always impressed with his flexibility and generosity.
But Gurney's combative approach may have driven away some retailers, and the damage may well have been done in that respect. But Gaines has the opportunity to build bridges with those still undecided.
The jury is out on Gaines. The next few months will tell us much.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
elizabeth gaines helloworld rob gurneyLatest News
Holland America Line gives agents the chance to visit Alaska on 11-day Famil
If you've ever wanted to see a Polar Bear (and who doesn't?), now is your time.
More than 65 luxury agents gather in Sydney for Best of the Best dinner
This looks like a fabulous do. We imagine there may be a few (or maybe 65) sore heads this morning!
Globally-renowned chefs gather for Vivid Food 2024
As a human, we agree that food is a fundamental part of the human experience. Some might say the most fundamental.
Air New Zealand returns to Hobart and Seoul
If you notice an uptick in Kiwis making their way through the Mona, you know why.
European Waterways targets multi-generational families with ‘floating villa’ deal
The jury is still out on whether spending a week on a 'floating villa' with family is a hell or a paradise.
Luxury Escapes launches ‘sail away’ sale
Rest assured, you'll be getting your 'sails' and 'sales' mixed up for the rest of the day.
Rex-owned National Jet Express adds weekly charter between Brisbane and Orange
This is for mining and civil contractors, so please, put your holiday attire away.
Let the games begin. Viking introduces eye-watering benefits for the industry’s top 10 advisors
Did someone say 'trip to Venice'? Hold my coat, this one is far too good to miss!
Best friends or frenemies? What is the REAL relationship between sales and marketing?
We can all stop fighting over the corner office because our mothers were right - we are all important in our own way.
The Walshe Group Announces Two Key Appointments
What we really want to know is whether they got joint or separate welcome parties.
FAMIL: Agents explore the delights of Mauritius on 7-day tour
Go green with envy as you read this fabulous itinerary! Time to book that second honeymoon.
Hamad International recognised as world’s best airport at 2024 Skytrax World Airport Awards
Hamad airport is so good it is almost considered a destination in itself. Ballina, up your game.
Saudi Arabia highlights tourism investment opportunities at global investment event
Now is the time to start looking at Saudi Arabia if you are not already. There's big things to come.
“Rampant” – Aussies warned as dengue fever cases spike in Bali
Worried about Bali belly? Now you have something else to worry about.
TTC Tour Brand reveals slew of deals across operators including Trafalgar and Contiki
Everybody loves a bargain and you could do lot a lot worse than check out these deals from TTC!
Fiji Airways partners with Porter Airlines in US growth bid
Any initiative that gets more people visiting the delights of Fiji is a good initiative.
Flight Centre launches CruiseHQ – a marketplace exclusively for agents
The cruise industry has surpassed pre-Covid levels so this isn't one to miss!
Feeling festive? Wendy Wu tours unwraps Christmas collection
Get the Christmas hols booked now and avoid spending it with that elderly relative with dubious political views.
OPINION: In a world of screens, we crave experience
If you get feelings of deep shame and regret when you see your screen time, don't worry - you're not alone.
Sun Princess: High-end dining and world class entertainment awaits
If you are a foodie and you are not currently on the Sun Princess, we really have to ask - what are you doing?
YouGov: 2 in 5 Aussies would pay more for a sustainable hotel
If you want to be REALLY sustainable you can go camping. You just might lose the will to live.
“Can planes swim?” – Planes become boats as Dubai Airport is savaged by severe storm
Unfortunately, "can planes swim?" is a real life question and not an opener to a really bad joke...
Explora journeys reveals bespoke outdoor furniture designed by Matteo Nunziati
This is making your plastic table and chairs look really bad now, isn't it?
Bangkok Airways targets growth with renewed Sabre deal
Two stories abut Sabre's growth in one week and its only Wednesday! Watchout world.
PR agency Example wins pitch for InterContinental Sydney
We also went in for the contract but they said that a 'Be Our Guest'- themed TikTok was unoriginal! The cheek.
Norwegian Cruise Line reveals culinary experience aboard Norwegian Aqua
Once again, this TW journalist REALLY regrets writing this before getting lunch.
Signature Queensland hosts luxury tourism event
Known for its tropical beaches and unique wildlife, Queensland also offers luxury.
Capella Sydney recognised in prestigious Travel + Leisure’s 2024 ‘it list’ of best new hotels
You know that 'it girl' at school who everyone wanted to hang out with? Capella is the hotel version of that.
Rex launches 72-hour fare sale with NO school holiday blackout so you can take your kids (if you want to)
Sadly, leaving your children at home whilst you go on holiday is generally frowned upon.
Adventure World offers chance to connect with “heart and soul” of the US
I mean who hasn't dreamed of a road trip around the US?! Go with Adventure World and you're less likely to get lost.
Fiji’s family-owned luxury resort Likuliku Lagoon launches its own app
We were relieved to find out that having a "concierge in your pocket" referred to an app on your phone.
Hawaii: The US’ laid-back front door for Australians
If you needed another sign that you should definitely head to Hawaii - this is it!
Sabre targets Asia Pacific growth with latest hire
Call the Avengers! Sabre continues its bid for world domination with latest hire.
Air New Zealand signs its largest EVER deal for sustainable aviation fuel
Air New Zealand makes huge step towards sustainable travel. We bet it recycles its rubbish properly too.
IHG Hotels & Resorts continues regional growth with Sunshine Coast Holiday Inn
This Holiday Inn looks considerably flashier than some of the ones we have stayed at in our time.
Budget carrier Scoot welcomes first of 9 E190-E2 aircrafts
Here at TW we would like to offer Embraer E190-E2 a warm welcome! It's not easy being the first of the fleet.