A significant issue raised in the case is that of RTO politics concerning which local operators are included in the packages promoted. Since the majority of businesses can’t be included in these packages, and therefore not attract sales, the potential for criticism is strong. How could the RTO be absolved from this responsibility and therefore not be seen to favour some local businesses over others? Chris Gowing, Team Leader Marketing, ANZCRO, and Owen Eagles, Managing Director, ANZCRO ANZCRO is a leading wholesaler of New Zealand self-drive products in the Australian market.

The company recognises the importance of creating JVs with New Zealand regions as a way of increasing market exposure for products. Similarly, the RTOs recognise that promotion in another country is expensive, and unless it is tied to a saleable package, advertising would be limited to awareness building. Australians have a high awareness of New Zealand, which is their most popular international destination. Australia is the largest source of visitors for New Zealand. However, the average Australian’s knowledge about what New Zealand offers travellers is limited. New Zealand is predominantly a self-drive touring destination, and itinerary planning can be one of the most complex for travel agents, in comparison to selling a stay-put resort-style holiday in Bali or Fiji. Unfortunately, in many travel agencies the New Zealand sales role is often seen as being similar to domestic travel and so responsibility is in the hands of junior staff who lack in-depth product knowledge. ANZCRO recognises the importance and influence of the retail travel agent in selling self-drive, and so places emphasis on supporting agents, and not selling direct to the public.