“Australia is a terrific market for cruising!”: Expedia’s Greg Schulze on how agents can maximise their business
Travel Weekly was lucky enough to be invited to Expedia’s conference Explore 22 in Las Vegas where the travel company announced some incredible new additions to its platform.
During the trip over to Vegas, we sat down with Expedia’s senior VP for strategic travel partners, Greg Schulze, to chat about everything travel.
Check out this interview below for an insight into Expedia’s new updates, cruising’s big return, how travel agents can maximise their business, and how Expedia has changed over the past two decades.
There’s been some massive announcements made over the past couple of days. What are you most particularly excited about?
The big theme that I’m excited about is the way we work with our travel partners. I talk every day with our airlines, our other companies, our hotel chains, and the conversation has definitely shifted to be much more understanding about what we’re both trying to achieve, and to work together to deliver a great travel experience. I think that’s really putting the traveler to the center, meaning we work in an industry that has the opportunity to bring joy.
When you say, “putting the travellers experience at the center” what are some specific steps that you in your job would do to ensure that this happens?
Quite a bit. My team works with these travel providers to deliver that experience to our customers, and to ensure that we have the information that we need, that we’re giving them that we’re giving travelers everything they need to make an informed choice about what they’re purchasing. Once they make that purchase, to ensure that they’re ready for the trip if something goes wrong, we want to make sure we can help them right away.
And of course, over the last two years, in particular, we’ve had to do a lot on behalf of the traveller to make sure that they were taken care of. Being able to work with our travel partners to ensure that we have the right policies that we give all the options to travelers to make sure that they are making an informed choice.
Can you tell me about some specific plans that Expedia has for the extract the Australian market?
One of the great strengths of Expedia is that we do have a lot of amazing brands, and some are local, and some are more global. In Australia, we have a great local brand of Wot If, but we also have Expedia hotels.com. We have vacation rentals in the Australian market so it’s super interesting for us, because of course, especially over the last few years, we’ve seen a huge domestic market with almost entirely domestic travel.
Australians love to go travel afar; to come to Las Vegas is not a challenge for an Australian, it’s not easy. That’s really where Expedia excels because we bring the world to Australia. Well, we both bring and give Australian so many options for travel, but we also bring a lot of people like myself into the great country.
So, what opportunities is Expedia offering for travel agents, and maybe specifically travel agents in Australia?
So what you saw over the last couple of days is that we’ve really worked to make our technology more extensible and to the benefit of the people I work with and the car rental companies and for them to be able to use our technology in new ways not just to reach demand.
But it’s the same with travel agencies, both big management companies as well as small storefronts. They can use different pieces of our technology. So we have a travel agency technology program that allows you, if you wanted to start a travel agency before you have Expedia and all the technology that you would need. We also work with some of the big local travel agencies in Australia to ensure that they have the right hotel supply all around the world.
What did the pandemic teach you in terms of working at Expedia, and how have you used these lessons to guide you as you go forward?
I was living in Singapore when the pandemic started which was January. We had become so accustomed to traveling very frequently from Singapore and the change really made us appreciate the privilege that we have to travel around the world, and to see different places and connect with different types of people.
So I certainly appreciate that more. We also are a company that’s headquartered in the United States. So with a 15 hour time difference, I learned how to manage in a remote way during the crisis and that required late nights, a lot of late nights and then we all adapted to work in rhythm that uses technology. Fortunately, none of us lost our humanity and once we could do it safely, we started meeting together in person internally, and then externally with partners, and my team spends most of its time with our partner, our travel partners.
As soon as we could we were together in person, because we see the importance of that personal connection. That really just drives home the really the fundamental, the heart of our business, which is connecting people.
You’ve said you’ve been Expedia for 17 years. Can you tell me something about the way that Expedia has changed over time that you like, find interesting, or find quite notable.
Before Expedia, I was at American Airlines and I worked with the online travel agencies which were very new at the time in the late 90s. But I was fascinated by the opportunity, because they were reaching customers in new ways and they were presenting information in ways that we just hadn’t been done before.
So the internet obviously changed everything about the way travel sold. I joined Expedia because I saw that opportunity and Expedia, of course, did very well and grew. But along the way, a lot of the travel partners began to feel disconnected. It was no longer a partner, it was more of a competition. I’m very happy to say that over the last few years, that’s dramatically changed to where we’re working very closely with airlines, big hotel chains, and cruise lines to help each other to grow the industry and deliver amazing service to travelers. I think what you see here is that there’s space for this industry and for all of us, and we all do certain things well and we should really, really focus on that which we do best.
Are there any new or developing partnerships that you are particularly excited about?
On the top of my mind is what we call optimized distribution and you saw it on the screens of friends for Marriott. There’s this product which helps them reach new user demand in a way that allows them to continue to really tailor the product in the way that they want it to be sold and that helps them just ensure that travelers get the right content or the right information about the rate are what they want them to be.
It gives our hotel partners a new level of control that they just didn’t have before and we’ve seen, we’ve done a lot of study a lot of analysis on this and the wholesale industry has about 20 per cent waste, where either the prices aren’t right or the content is not right and we lose sales. This optimises distribution and addresses loses.
What are some specific ways that new optimising will cut out the 20 per cent of waste?
It provides a single access point for further rates. So the hotel chain can file their rates through our technology, and we use our partner network, more than 20,000 agencies around the world then have access to those rates and when we just make sure that they have the right content for sale to the travellers. There’s a dramatic reduction in the misuse rates as well. Marriott has seen an 80 per cent reduction in misuse of rates. This was a big industry issue.
What is Expedia and the cruise brands it partners with doing to calm people’s nerves about cruising and promote it as a good and safe holiday experience again?
I was actually just on a cruise with my family and it was an amazing experience. The cruise lines and the cruise industry went through a very challenging year and a half with almost no sailing during that time and the industry was willing to invest heavily in making sure that the product was safe and that they had all the processes in place to ensure that the travelers could go on board with confidence and that they knew that they were going to be safe.
If there was a problem that everyone knew how to deal with it and that’s what has been delivered. It took a long time and that was very painful for the industry. But cruising is booming now and people are ready to get back on our ships. The bookings are stronger than ever and Australia is a terrific market for cruising.
But is there a particular cruise or itinerary that you think is your favourite?
I mean, the best thing about cruising is that if you have a bad experience on a cruise holiday is because you chose the wrong ship in the wrong itinerary. There’s something for everyone and my family, interestingly, we went on a cruise when my kids were four and six and we did a Disney cruise and they had a terrific time.
As they got older, we did the Mega ships where there were waterslides and they loved it. My wife and I will probably take a nice maybe higher end cruise for the two of us or maybe a river cruise in Europe, which are fantastic or the fjords of Norway.
There’s definitely something for everyone and I am fascinated by the small luxury ships and in our industry, the hospitality industry, I don’t think anyone does service better than a high end cruise.
Cruising has a bit of a reputation for being targeted towards older people. How does Expedia try and debunk that stigma and market toward all demographics?
There’s a stigma, but the data doesn’t support it. I’m not going to quote the data exactly, but it does show that we sell to all generations and there’s maybe a bit more on the older demographic but an equally large young demographic, and we’ve been doing a lot to build that customer, especially our online sales.
So we have stores, Expedia cruises sells In Canada and in the US, we have 250 stores, and then we have online, in the US, in Australia. That online tends to be a bit more of the younger demographic but again like I said before, it depends on the type of ship and the cruise line – they do cater to different demographics.
We have these huge announcements that just came out – let’s say, a year from now, maybe in terms of cruising, do you have any particular predictions about how Expedia will be functioning and do you have any comments about how people’s attitude to travel will change in a year from now?
So we’re already seeing this incredible boom in travel so our expectation is that it will continue. We’ll see people enjoying connecting in real life and having those experiences in new places. Our hope is that a lot of what you saw today will really transform the way our travelers experience their holiday.
So it’s in some cases small things like making sure that you know what’s included in your hotel rate, or your cruise, your cruise booking, it might be making sure you buy the plane ticket at the right time. We’re going to help you understand the best time to buy and then layer on top of it things like our loyalty, the announcements on the loyalty program so we really do think that as customers come back to travel, that they’re going to find it to be a really amazing experience. We need to get people out there to experience it and then we’re confident that as people come back into travel they’re going to have a better than ever experience.
So how do you think these new updates in the company will help travel agents to best like maximise their own business?
The global inventory that we have, the technology that we’ve invested in is all available to travel agents. We’re constantly working on improving our our agent, platform so you’re gonna see continued innovation there. But the the big message not just for travel agents, but for any of our partners is that all the investments we make in technology will be to your benefit. We’re we’re building in a way that’s extensible and we think if we can put the traveler at the center of this, the industry will all do well.
Latest News
Australia fails to make top 10 destination list for American travellers
Australia's top cities have failed to make the grade with American travellers this northern summer, with no local city in the top.
APT Launches 2025 Asia Adventures
APT has launched its Asia Adventures for 2025, including new luxury holidays in India, Sri Lanka and Japan. Five new tours lead guests to the highlights of India, including a seven-night cruise along the rarely travelled Lower Ganges aboard the Ganges Voyager. Further south, Sri Lanka’s greatest destinations are revealed on a new 15-day Land […]
ANZAC Battlefield travel on the 2025 bucketlist
As Anzac Day dawns, agents prepare for a surge in bookings for the 110th anniversary of the Anzac Cove landings.
Former Channel 9 Getaway host and founder of TRIBE Jules Lund to speak at Travel DAZE
From blond-tipped travel reporter to Travel DAZE speaker, Jules Lund cuts through the BS.
HX’s Roald Amundsen finds aliens in the Antarctic
Forget whales, HX's MS Roald Amundsen captures aliens in the Antarctic - and they're not pretty.
Mayhem in France as 70% of flights face cancellation
I mean it wouldn't be France if there wasn't at least one strike.
Etihad Airways launches double-decker service with world’s only in-air three-room suite
We imagine falling asleep in the three-room suite is superior to falling asleep on your neighbour's shoulder.
Norwegian Cruise Line launches 2024 Europe travel season
Europe certainly has a lot of ports. Its time for Australia to up its game.
“The power of travel for positive change” – Intrepid’s Jenny Gray hails controversial all-women Saudi Arabia trip
There is an awful lot to love about this tour from Intrepid. Where do we sign up?
Princess names the Sun, unveils Sanctuary Collection + Star Princess to Alaska in ’26
A huge bottle of Veuve was smashed into the side of the ship to make things official. So no, we couldn't snag a glass.
Collette special offers across peak northern summer season
If you are craving a trip to Europe then grab this deal with both of your grubby hands.
Air India and All Nippon codeshare between the two countries
Here at TW we agreed that the photo would have worked better if they had swapped planes.
A&K offers minimum 18 weeks paid parental leave
Contrary to what the photo suggests this benefit is only applicable for humans. Back to work Mrs Jumbo.
NH Hotel Group rebrands as Minor Hotels Europe & Americas
Hang around the bends of the hotels. We imagine they will be full of a lot of branded content.
Scenic Eclipse II – the business of creating unforgettable life-changing memories
These cruise brothers from another mother offer a view of cruising on Scenic Eclipse II that is poles apart.
MSC builds new hospital ship with Mercy Ships
If you want to read a story that puts a smile on your face then this is the one for you.
“I peed on myself watching this” – Social media users squirm at Royal Caribbean’s Harmony of The Seas 55ft dive video
TW is not responsible for any involuntary actions your body might have after watching this video.
FLIGHT REVIEW: Qantas Boeing 787 Dreamliner business class
The real bonus is you're unlikely to be around screaming children. Hoorah!
Traveltek offers travel agents new rapid deploy cruise website
As always, if you have any issue with the platform, just turn it off and on again.
Experience whale watching & classical music at the Australian Festival of Chamber Music in Townsville
Disappointedly, the whales do not start singing in tune with the orchestra. Opportunity missed.
Fond, very Fond. London hotel famed for James Bond link adds ‘Classic Comforts’ lunch menu
James Bond author Ian Fleming was so fond if this hotel, it inspired the legendary phrase ‘shaken, not stirred’.
What sets Eclipse Travel apart with Africa expert Hilary Dubyk: Travel Weekly TV
If you want to know more about Africa, then Hilary Dubyk is your person.
Surge in Australians visiting Japan
Feel like all of your friends have just returned from Europe? Now it's Japan.
Seabourn announces Western Kimberley Traditional Owners as Godparents of Seabourn Pursuit
Seabourn has named Western Kimberley Traditional Owners, the Wunambal Gaambera, as Godparents of the ultra-luxury purpose-built Seabourn Pursuit. It is the first cruise line to appoint Traditional Owners as godparents of a ship. Seabourn Pursuit embarks on its inaugural season in the Kimberley region this June. The naming ceremony will take place on Seabourn Pursuit’s […]
Sydney named 17th best place to work remotely
If you struggle to get a seat within Sydney's coffee shops, you now know why.
W Melbourne grows sales team
We appreciate the thought that has gone into this team photo.
Cunard welcomes new ship Queen Anne
This might be the most impressive ship handover in ship handover history.
Intrepid Travel appoints Yvette Thompson as general manager sales & marketing ANZ
It isn't end-of-day Monday and Yvette Thompson has already nabbed herself an impressive promotion.
Anna Fawcett re-joins Global Touring in newly-created APAC role
With such an impressive CV, Global Touring is no doubt thrilled to have Fawcett back.
“We know our response has been far from perfect” – Emirates’ open letter following Dubai flooding
If you also need to write an apology letter, then this is a pretty good template.
Malolo Island Resort opens brand new Spa
Fiji’s Malolo Island has added another string to its bow – opening its $1.3 million day spa on Thursday, 18th April 2024. (Lead Image: matriarch Rosie Whitton with spa staff) Located at the edge of the resort’s luscious patch of tropical rainforest, the new “Leilani’s Spa” adds another level of elevated experiences to Malolo’s already […]
Virgin Australia’s HILARIOUS second instalment of the ‘Bring on Wonderful’ campaign
We don't use the word 'hilarious' lightly, but this is worthy of the title.
Visit Sunshine Coast reveals new brand identity
If you were looking for another reason to visit the Sunshine Coast then this is it.
Sofitel launches brand campaign starring Sex Education’s Gillian Anderson
We can confirm the content of this video is less spicy than Sex Education.
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!