"The strengthening and competitiveness of the sector... is a commitment of all": ANATO

The 27th version of the National Congress of Travel and Tourism Agencies opened its doors this morning with the presence of Germán Umaña Mendoza, Minister of Commerce, Industry and Tourism; and Arturo Bravo, Vice Minister of Tourism; in addition to Sergio París Mendoza, director of the Special Administrative Unit of Civil Aeronautics; and Everth Julio Hawkins, Governor of the Archipelago of San Andrés, Providencia and Santa Catalina.

Challenges and requests from the sector
Within the framework of the installation act, Paula Cortés Calle, executive president of ANATO, informed the National Government of those aspects or challenges that, on behalf of businessmen, are considered crucial for the development of tourism in the country, such as the security, this being the main reason why a visitor prioritizes his list of destinations and a factor that gives him peace of mind, confidence, enjoyment of his experience and interest in returning. “We cannot afford to go back to living a Colombia of the 90's, a time when Colombians had uncertainty to travel our destinations,” said the union leader.

Another aspect was related to air, land and maritime connectivity as a tool for access to destinations, industry growth, job creation, cultural interaction, development of emerging markets and promotion of destinations. At this point, it was mentioned to return to the reduction of VAT on air tickets and the exemption of the tax or a differential rate in hotel and tourism services, as an action to promote travel within and outside the country. 

The airport and tourist infrastructure was another of the elements mentioned during the intervention of the president of the organizing union of the event, towards a greater exploration of destinations, improving the tourist offer and increasing the attractiveness of the region with high-value hotels and the modernization of ports that allows Colombia to stand out in the cruise segment; in addition to investing in and promoting culture and heritage.

One of the most outstanding aspects was the popular economy, as a pillar to achieve the formality of the sector, an instrument of great importance to promote the structure of companies, through technical advice and financial education and in which ANATO has been working, through a project that improves the capacities of this economy in five regions of the country to link them with our Travel Agencies.

A fifth element is training, in which the union has made several efforts not only in spaces such as Congress, but also in the National Meeting of Receptive Tourism, which this year will reach its fourth version in Riohacha, Guajira; as well as ANATO Capacita, an online platform that was created for Associated Travel Agencies to access agile and dynamic information for company personnel and new talents on essential aspects for the provision of tourist services.

Linked to the previous point, there must be technology, to meet the demands and needs of today's consumer, and to efficiently manage business information. “Smart destinations must continue to be promoted, we cannot be left behind, it is important to offer innovative solutions and services under a modern and solid technological infrastructure that improves the tourist experience, that optimizes the quality of life of the populations and promotes sustainable tourism. ”, said Paula Cortés Calle.

Taking these points into account, the union once again mentioned the importance of having a stronger governance, through a Ministry of Tourism that works independently, with more resources that are focused on directly attacking the problems of the sector.

Guests and reflections on tourism
During the event, Germán Umaña, Minister of Commerce, Industry and Tourism, with regard to the development of tourism, stressed that there had never been such a close public-private alliance, with which a policy of state, not government, and that it be shared in the face of the new realities of the world, based on competitiveness, social profitability and respect for the environment, communities, skills, needs and social integration.

Likewise, faced with the country's connectivity problem, he stressed that "Airlines that simply want a financial objective will not be able to enter the country, but rather companies with a long-term development", an issue that is in accordance with what ANATO It has requested the National Government to monitor the financial conditions of these companies as support for the consumer and Travel Agencies in case of bankruptcy.

For his part, Everth Hawkins, governor of San Andrés, Providencia and Santa Catalina, stated that: "in 2023 there have been great losses in the archipelago, but thanks to the Tourist Showcase, and to the ANATO Board of Directors who believed in our proposal , we demonstrate our political will towards tourism. We want destiny to be able to recover the dynamics we had before." He also highlighted that, in 2022, San Andrés was the department that grew the most in GDP; but that it is required to reach 25 daily flights, taking into account that this destination depends on 90% of tourism.

Susan Saad, president of the ANATO San Andrés chapter, pointed out the island's air problems, but stressed that airlines such as Avianca and Latam have increased their frequencies, allowing the situation to gradually improve. “We know that there is a great effort on the part of the Travel Agencies in the commercialization of the destination. We must continue betting on the inclusion of more packages with the attractions of the islands within its offer”.

Finally, Sergio París, director of Civil Aeronautics, during his speech, explained that the Unions should not receive the Aeronautics with stones, but rather as ANATO, which welcomes it as a partner: "We must understand that we are all in the same ecosystem and that the Sustainability is a key example of Tourism and that is why today AeroANATO is present at the Congress”. Likewise, he took the opportunity to make it known that he is in the process of acquiring some properties for the growth of the San Andrés airport.

Innovative and transformative conferences
The academic agenda of the event began with Mauricio Piñol, a native of Guatemala, with his conference: how to take advantage of artificial intelligence?, who assured that businessmen should make use of it, not to replace, but to improve .

It is important that processes are automated, the personalization of offers is improved, and a more efficient and satisfactory experience is provided. In this way, a greater scope in service, technology and efficiency is obtained. "Embrace technology, technify your Travel Agencies and do not replace people", was the speaker's message to the attendees.

For his part, David Hernández Pumarega, from Spain, with his conference: The future of Travel Agencies, pointed out that tourism is a sector that moves a trillion euros worldwide. He pointed out that among the trends in the Travel Agencies market are attractive and experiential spaces, specialized advisors and experts with personalized service tailored to each client, as well as technology aimed at improving operational efficiency to sell competitive rates. .

And to close the academic day, there was Daniel Marote and his conference: Userlovers: Customer experience is an obligation and not an option, during which he revealed that 87% of companies are willing to pay more for a good experience the client's; 92% are willing to pay more for a service that generates a positive impact on society; and that only 1% of the companies meet the expectations of their customers.

“The biggest enemy of the user experience is Spam, that is, any message that is sent and interrupts the customer. Today's user does not want you to sell, he wants to buy ”, he pointed out.

The day ended with a Caribbean Night social event, offered by the Government of San Andrés, Providencia and Santa Catalina, where those attending the National Congress of Travel and Tourism Agencies enjoyed dances, music and traditional gastronomy of the destination.