The Best Part of Travel | Inside the Business of Destination Experiences

Arival
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The Best Part of Travel podcast takes you inside the business of destination experiences. That’s all the things you do when you get there. It’s been an underdog sector of the wider travel industry for decades, but the world is catching on, as more people prioritize experiences over things. It’s a sector filled with passionate people, incredible stories, and many unique and interesting challenges. In each episode, your hosts — Janelle Visser from Arival and industry veteran Stephen Joyce — will explore a different topic that’s relevant for operators of tours, activities and attractions today.

  1. Sep 29

    Tickets, Trampolines & Transformation: Inside Groupon’s Things To Do Turnaround

    In this episode of The Best Part of Travel, hosts Janelle Visser and Stephen Joyce sit down with Carrie Keplinger, VP and GM of Things to Do at Groupon, to talk about how one of the internet's most recognizable coupon brands is quietly rebuilding itself into a major player in tours, attractions and local experiences. Carrie has spent her career in the less-traditional corners of the industry — GoCity, Virgin Experience Gifts, and now Groupon — and brings a builder's mindset to fixing problems that have plagued deal sites for years, from coupon redemption headaches to fragmented data. She opens up about what's actually changed at Groupon, why "everyday" travelers deserve just as much attention as the luxury market, and how AI and API connectivity are reshaping the business from the inside out. 🎙️ Topics we cover: A career built on purpose: Carrie's path from running ski and sun trips in her 20s to helping build GoCity's supply and product teams, and how that history led her to Groupon's Things to Do vertical. Fixing the redemption problem: Why early Groupon deals were a headache for tour and activity operators, and how better connectivity and dynamic pricing have solved the availability and margin issues that used to sink flash sales. From coupon site to everyday OTA: How Groupon now runs "always-on" partnerships alongside its traditional flash sales, and what that means for operators who want more consistent, lower-effort demand. Local activities vs. traditional attractions: The surprising, hyper-local side of Groupon's business — think trampoline parks, ax throwing and water parks — and how it works differently from the tours and attractions side. Serving the other end of the K-shaped economy: Why Carrie sees real opportunity in serving budget-conscious, everyday travelers, not just the luxury segment getting most of the industry's attention. OCTO and the power of standardization: Carrie's role as a founding board member of OCTO, and why easier API connectivity has been a game-changer for how Groupon works with operators and reservation platforms. AI as an internal transformation tool: How Groupon is using AI to unify fragmented data across its many verticals and put insights directly in the hands of every employee, not just senior leadership. Advice for emerging leaders: Carrie's playbook for career growth — think like a CEO, take on the "epic" projects, and don't be afraid to fail — plus her perspective on advocating for yourself as a woman in leadership. 👉 Listen or watch now to hear how Groupon is turning itself around — and why Carrie thinks the next few years are Groupon's best opportunity yet. The Best Part of Travel podcast is brought to you by Arival. Season Three is sponsored by Protect Group.

    Tickets, Trampolines & Transformation: Inside Groupon’s Things To Do Turnaround

  2. Aug 31

    Buses, (F)Bombs & Bold Bets: An Unfiltered Take on Travel with FlightCentre’s Graham “Skroo” Turner

    ⚠️ Heads up: this one's got some colorful language. In this episode of The Best Part of Travel, we’re bringing you a crowd-favorite conversation recorded live at Arival Brisbane, featuring Graham "Skroo" Turner — founder of Top Deck Tours and Flight Centre, and a living legend of the Australian travel industry. In this interview with Brendan Roberts, CCO of TourRadar, Skroo offers an unfiltered take on everything from the scrappy early days of running bus tours in the ‘70s to whether AI is putting travel agencies at risk today. The scrappy origin story: How a veterinarian on holiday in London ended up buying a secondhand double-decker bus, sneaking it on a ferry, and building it into Top Deck Tours. Easier then or now? Skroo's take on whether it's harder to start a business today, given the internet and AI tools versus the capital, legislative and licensing hurdles of the 1970s. From competition to collaboration and the CATO-ATIA merger: What it means that Australia's tour operator and travel agent associations are merging into one body, and why Skroo believes the industry has shifted from cutthroat competition to a more collaborative environment. The supplier relationship: Skroo’s perspective on working with partners, owning local products, and growing the pie of in-destination experiences AI, disintermediation and trust: Skroo's personal use of AI, his honest read on how much AI is actually saving companies money right now, and whether AI "eats" the travel agent or equips them to grow. 👉 Listen or watch now for the full, unfiltered conversation. Some resources and other things we mention: Arival Brisbane highlights article The CATO-ATIA merger Upcoming Arival events The Best Part of Travel podcast is brought to you by Arival. Season Three is sponsored by Protect Group.

    Buses, (F)Bombs & Bold Bets: An Unfiltered Take on Travel with FlightCentre’s Graham “Skroo” Turner

  3. Jun 9

    Summer, Sports & Scaling Smart: Adapting to the Changing Market with Walks MD Roisin O’Sullivan

    In this episode of The Best Part of Travel, Roisin O'Sullivan, managing director of Walks and Devour, offers a bird's-eye view of what's shaping the travel experiences market this summer and beyond. With over 14 years at Walks, Roisin brings sharp insight on everything from the impact of large-scale sporting events like the Olympics and the World Cup to the challenges of OTA relationships and the increasingly competitive environment in Europe. She shares why Walks is expanding into overnight tours, and what it really takes to build a talented leadership team. Whether you're a tour, activity, or attraction operator keeping an eye on what's coming this summer, or a leader looking to grow and adapt your business, this conversation is packed with honest, practical perspective from one of the most experienced voices in the European experiences sector. In this episode, we cover: ⚽️ The sporting event reality check: Why the Olympics didn't deliver the tourism boost Walks and other operators expected in Paris — and what that means for operators planning around the FIFA World Cup events kicking off this week. ☀️ Summer outlook & market trends: What Roisin is watching heading into the season, from shifting regional demand to the potential impact of another hot European summer on travel patterns. 🌙 The pivot to overnight tours: Why overtourism-related challenges have made some day trips nearly impossible to deliver well — and how Walks is evolving some of their product offerings into multi-day trips to maintain the quality of their experiences. 🥊 Competing on OTAs: How Walks approaches an increasingly crowded and competitive distribution landscape, and why dependability and quality of reviews matter more than ever. 🤖 AI at Walks: How the team is using AI practically — and where Roisin pumps the brakes on the hype. 🙋‍♀️Women in leadership: How Walks built an almost exclusively female leadership team organically, by nurturing talent from within rather than hiring externally — and what other operators can learn from that approach. 🔎Leading with curiosity: Roisin's advice to emerging leaders in tourism, and why an unplanned career path can often lead to the best outcomes. Some resources and other things we mention: 2026 European Experiences Traveler Outlook report The State of Multi-Day Tours (2nd Ed.) report The Event-Driven Traveler report Walks & Devour Tours Upcoming Arival Events The Best Part of Travel podcast is brought to you by Arival. Season Three is sponsored by Protect Group.

    Summer, Sports & Scaling Smart: Adapting to the Changing Market with Walks MD Roisin O’Sullivan

  4. May 26

    Bedouins, Bridges & The Business of Adventure: What's Driving the Adventure Travel Boom with ATTA's Shannon Stowell

    In this episode of The Best Part of Travel podcast, Arival Managing Editor Janelle Visser sits down with Shannon Stowell, CEO of the Adventure Travel Trade Association (ATTA), to explore what adventure travel really means, why it's booming, and what tour, activity and attraction operators can learn from one of travel's most dynamic and community-driven sectors. Shannon brings over 20 years of experience leading the world's largest association of adventure travel companies and professionals, and he doesn't shy away from the big questions — from who adventure travel is for to what the volatility in the Middle East might mean for travel companies — and how adventure travel can build bridges to help make the world a better place. 🗺️ Topics we cover: Redefining adventure: Why adventure isn't just for the young, fit and fearless — and the three-pillar framework (nature, culture, activity) ATTA uses to define it. The $1.1 trillion market: Key findings from ATTA's global adventure travel market sizing report, and what the numbers mean for operators. The culinary ingredient: Why food has become the surprising driver in adventure travel — and what that means for operators looking to grow. Responsible tourism in practice: How adventure travel keeps up to 70% of traveler spend in local communities, and what operators in any category can learn from this approach. Soft diplomacy & human connection: Why travelers are all diplomats whether they know it or not, and how face-to-face encounters across cultures can change minds — and maybe the world. Navigating disruption: How the adventure travel community supports one another through geopolitical uncertainty, conflict and the lingering aftershocks of COVID. Learn more with these resources: 🔗 Adventure Travel Trade Association (ATTA) 🔗 The Meaningful Travel Map by Tourism Cares 🔗 Arival's State of Experiences Report  🔗 The Outlook for Travel Experiences 2019-2029  🔗 Arival's 2026 Experiences Traveler Reports 🔗 Join us at the next Arival event The Best Part of Travel podcast is brought to you by Arival. Season Three is sponsored by Protect Group.

    Bedouins, Bridges & The Business of Adventure: What's Driving the Adventure Travel Boom with ATTA's Shannon Stowell

  5. Apr 8

    Camels, Channels & Connectivity: Booking Tech & Beyond with Meredith Rangel

    In this episode of The Best Part of Travel, Janelle Visser and Stephen Joyce head Down Under (virtually) for a conversation with Meredith Rangel, founder of Bookable Tourism, who is on a mission to get Australia's tourism industry connected to the right booking technology. With a background spanning hotels, attractions, and booking tech startups, Meredith brings a rare, vendor-neutral perspective to one of the most overwhelming decisions an operator can make: which booking system is right for me? From walking and wine tours to major city attractions, the conversation covers why so many operators are still stuck on spreadsheets and emails — and what they can do about it, without breaking the bank. 🦘 Topics we cover: The APAC booking tech gap: Why the Asia-Pacific & Oceania region has the lowest booking tech adoption globally, and what it means for operators who want to grow. The 80/20 rule for choosing a booking system: Most systems do 80% of the same things — it's the 20% that matters, and knowing your business needs is the key to finding your best fit. Mobile first (or else): Why booking systems that aren't built for mobile are leaving operators — and their customers — behind, and what "mobile first" really means on the ground (i.e. “Can I do this from the back of a camel?”) Beyond the booking: How operator expectations of booking tech are evolving — from simply holding a reservation to resource and revenue management, AI forecasting and more. Connectivity & distribution demystified: What operators often don't realize about the reach of OTA partnerships, the importance of net rate pricing from day one, channel management, and why OCTO matters. From Napster to Spotify: The new wave of slick, intuitive res tech platforms coming to market — and why established systems risk being left behind if they don't innovate. Practical advice for overwhelmed operators: Meredith's no-nonsense framework for shortlisting and selecting a booking system, including the checklist she uses with her own clients. Why Arival is going to Brisbane: The state of the Australian experiences sector, and why now is the right moment for operators across Australia, New Zealand, and the rest of Oceania and APAC to come together. Some resources and other things we mention: Arival Report: The State of Booking Tech Seinfeld “You hold the reservation” clip Arival Innovation Showcase: Featuring AI tech for tour operators  Arival Guide: How to Choose a Booking System  How to Set Net Rates: Arival article by Meredith - OCTO: open-source API and connectivity standard for tours, activities and attractions   Meredith’s booking resources hub on Bookable Tourism (Including the checklist she mentions)   Upcoming Arival Events:  Valencia, Spain (April 27-29, 2026) Brisbane, Australia (June 22-24, 2026)   Spokane, U.S. (October 13-16, 2026) The Best Part of Travel podcast is brought to you by Arival. Season Three is sponsored by Protect Group.

    Camels, Channels & Connectivity: Booking Tech & Beyond with Meredith Rangel

  6. Mar 10

    Curation, Customer Obsession & Competing Differently: Inside Civitatis with CEO Andres Spitzer

    In this season premiere of The Best Part of Travel, Arival CEO and co-founder Douglas Quinby sits down with Andres Spitzer, the newly appointed CEO of Civitatis — the leading OTA for Spanish and Portuguese-speaking travelers. With a background spanning entrepreneurship and Amazon, Andres brings a fresh, tech-forward perspective to one of the experiences sector's most distinctive platforms. From radical curation to AI-powered personalization, this is a conversation packed with insights for any operator or industry professional thinking about where the market is headed in 2026 and beyond. 🗺️ Topics we cover: What makes Civitatis different: Why Civitatis operates as a curated platform — not an open bazaar — and what that means in practice: 37 Colosseum listings versus thousands on other platforms, and why that's very much by design. Curation in action: Civitatis rejects 70–80% of the activities it receives. Andres breaks down what operators need to know about what gets in — and what gets turned away. What it takes to succeed on Civitatis: The two things operators who "crush it" on the platform have in common — operational excellence and deep cultural sensitivity for Spanish and Portuguese-speaking travelers. The OTA–operator tension (and the flywheel): How Andres reframes the perennial tension between platforms and operators, drawing on Amazon's flywheel concept and Civitatis' partner-first approach. Lessons from Amazon: What Andres actually brought from his time leading product and tech for Amazon Business — and it's not what you'd expect. Hint: it's less about logistics and more about customer obsession. AI as a superpower, not a replacement: How Civitatis is thinking about AI — not to cut headcount, but to give people superpowers, from voice-to-voice multilingual customer support to personalized feedback reports for operators. The future of discovery and hyper-personalization: Why conversational AI is fundamentally changing how travelers search for experiences, and what that means for operators and platforms alike. Growth, profitability and the long game: Why Civitatis is proud to have been profitable from day one, its aggressive growth in Latin America, and how it's thinking about scale without sacrificing quality. Learn more with these resources:  🔗 Civitatis  🔗 Global Operator Landscape Report — featuring new data on the growing role of OTAs in operator revenue  🔗 Upcoming Arival Events — Valencia, Brisbane & Spokane The Best Part of Travel podcast is brought to you by Arival. Season Three is sponsored by Protect Group.

    Curation, Customer Obsession & Competing Differently: Inside Civitatis with CEO Andres Spitzer

  7. Feb 5

    Hope, Highlights & Happy Moments: Reviewing the Best Parts of Season Two

    In the season two finale of The Best Part of Travel, co-hosts Janelle Visser and Stephen Joyce reflect on the standout themes and conversations from the past year. Sharing highlight clips from their favorite episodes, they explore what’s shaping the future of experiences, from trust, differentiation, and quality-driven travel to AI adoption, collaboration between attractions, and human connection. Finally, the episode wraps with a special reveal: an announcement of a newly added Arival event location! In this episode, we cover (spoilers below): Why hopefulness, ease, trust and balance are important themes for 2026. Prioritizing quality experiences and the fiduciary duty to protect guests’ time.  Getting comfortable with AI usage and how women leaders in tech should approach AI. Connecting tour products with User Generated Content (UGC), challenges in multi-day booking tech, and working with travel advisors. Why multi-day travel is having a moment, the loneliness epidemic and the importance of human connection. Planning ahead for seasonal activations and other special events at visitor attractions, and how getting this right is key to standing out. How Australian attractions are collaborating and offering bespoke experiences to attract travelers to the country, VIP Experiences at Sydney Opera House and sailing around Sydney Harbour. Transformational travel, phone-free summer camps and getting offline for real connection Next Arival event location reveal: Arival Brisbane 2026! Some resources and other things we mention: Stephen’s Outlook for 2026 on WebInTravel: https://www.webintravel.com/year-in-review-2025-looking-ahead-to-2026-part-4/  Arival research on VIP Experiences at visitor attractions: https://arival.travel/article/attractions-offer-guided-tours-vip-experiences/  Arival Brisbane 2026 (first 100 operators to register receive $100 off ticket price): https://arival.travel/event/2026-brisbane/  The Best Part of Travel podcast is brought to you by Arival. Season Two is sponsored by Protect Group.

    Hope, Highlights & Happy Moments: Reviewing the Best Parts of Season Two

  8. Jan 13

    Themes, Trends & Trust: Experiences in 2026 and Beyond with Erik Blachford

    In this episode of The Best Part of Travel, we sit down with Erik Blachford, former Expedia CEO and longtime travel industry leader, to explore what’s really changing in travel experiences — and what’s not. From AI and consolidation to leadership and human connection, this conversation cuts through the hype to focus on what matters most for operators and experience creators in 2026 and beyond. 🧭 Why human-led planning still matters in travel: How discovery, anticipation, and choice are essential to meaningful travel experiences — and why fully automated itineraries miss the point. 🤖 AI’s double-edged impact on travel and experiences: Where AI is already reshaping operations and cost structures, and the looming risks of labor displacement and demand erosion. 📉 The K-shaped travel economy & inequality: Why high-income travelers are pulling ahead, what this means for mid-market operators, and the risk of travel becoming less accessible. 🌍 Overtourism, climate pressure & regulation: How environmental limits and policy decisions are reshaping destinations, pricing, and long-term growth potential. 🧑‍🤝‍🧑 Human connection as the true differentiator: Why tours and activities function more like art than infrastructure — and why authenticity can’t be automated. 📵 The growing demand for digital detox and IRL (in-real-life) experiences: What screen-free environments, summer camps, and shared disconnection teach us about the future of experiences in an increasingly digital age. 💡 What this means for operators & leaders: Practical insights on where to focus, how to build resilience, and why leadership today starts with the product and the people. Some resources and other things we mention: 6 Major Themes & Megatrends for Experiences in 2026: https://arival.travel/article/tourism-trends/  Arival Summary Report from the Executive Summit on the Future of Experiences: https://arival.travel/research/executive-summit-2025-the-future-of-experiences-summary-report/  Beyond Capacity: Managing Demand at Europe’s Top Attractions (Arival report on overtourism): https://arival.travel/research/beyond-capacity-managing-demand-at-europes-top-attractions/  Medical referrals for outdoor experiences in Sweden: https://the-european.eu/story-51483/fancy-a-sauna-on-prescription-sweden-becomes-the-first-country-doctors-can-recommend-for-your-health.html  Join the next Executive Summit in Valencia: https://arival.travel/event/2026-valencia-exec-summit/  Upcoming Arival events: https://arival.travel/all-events-dashboard/   The Best Part of Travel podcast is brought to you by Arival. Season Two is sponsored by Protect Group.

    Themes, Trends & Trust: Experiences in 2026 and Beyond with Erik Blachford
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The Best Part of Travel podcast takes you inside the business of destination experiences. That’s all the things you do when you get there. It’s been an underdog sector of the wider travel industry for decades, but the world is catching on, as more people prioritize experiences over things. It’s a sector filled with passionate people, incredible stories, and many unique and interesting challenges. In each episode, your hosts — Janelle Visser from Arival and industry veteran Stephen Joyce — will explore a different topic that’s relevant for operators of tours, activities and attractions today.

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