Nearly Half of ANZ Operators Use a Channel Manager

Channel management use jumps among operators in Australia and New Zealand, while manual methods — extranet and email — remain prominent

Reading Time: 3 minutes and 10 seconds

by | 14 June 2024

Operators in Australia and New Zealand are getting on board with channel management in greater numbers. Nearly half of operators surveyed for Arival’s report on The State of Experiences in Australia & New Zealand said they are using channel management, a huge jump from 2019. However, manual methods persist as many operators still rely on email and extranets to manage their bookings.

This new report — available at no cost to Arival Insider Free & Pro Access members — provides insights on the recovery and outlook, distribution and online travel agencies (OTAs), marketing channels, tech priorities, business challenges in 2024 and more, for the experiences sector in the ANZ region.

Conducted between November 2023 through February 2024 in partnership with ResPax and GetYourGuide, this survey received over 300 qualified responses from tour, activity and attraction operators based in the two countries. 

Keep reading for a few highlights from this study around channel management and connectivity, or follow the link below to read the full report. 

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Connectivity Top Priority for ANZ Operators as Channel Manager Use Rises

Amid a drive to expand sales via distribution, operators say improving connecting to  third party reseller channels is a top business priority, and it shows. Nearly half report using a channel manager, up from 11% in 2019. That’s a huge jump from 2019 and likely speaks to the success of the Rezdy Marketplace as well as LIVN (recently acquired by ResPax) in the market.

A bar graph showing how Australia and New Zealand operators manage OTA/reseller bookings in 2019 and 2023 across various methods like booking system API, channel manager, email, Extranet, and other methods.

Despite the rise in channel manager use, many ANZ operators still depend on manual methods, such as email and extranets. However, there has been a decline in reported use of these manual services, as more operators adopt channel management.

Visitor attractions are behind tour and activity operators in this regard. Fewer attractions reported using an API or channel manager, and significantly more said they use email to manage bookings. 

What is a channel manager? A channel manager enables operators to use a single API or service to connect to and manage bookings across multiple OTAs and resellers. Operators who are interested in learning more about channel managers can check out the Arival Guide to Channel Management, which includes a directory of channel manager vendors to help operators and distributors evaluate potential partners. Available for free to all Insider Free and Insider Pro Access Members.

Learn more in the full report and join our upcoming webinar!

Learn more about the outlook for operators in ANZ, and get insights into everything from sales channel and pricing trends, to marketing channels and priorities, to booking software adoption and other tech priorities in The State of Experiences in Australia & New Zealand. 

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Additionally, join us in an upcoming webinar to explore the report findings, presented by Arival Co-Founder and CEO Douglas Quinby, Head of Sales for ResPax Josh Mayer, and Meredith Rangel from Bookable Tourism. This webinar will offer essential operator insights on everything from the operator outlook for 2024, to sales channel and pricing trends, to marketing channels and priorities, booking software adoption and satisfaction, and other tech priorities including the use of AI. Arival Insider Pro Access members are invited to join us on Monday, June 24 at 7pm EDT / Tuesday, June 25 9am AEST. Register here.

promotional graphic for the outlook of experiences in australia and new zealand webinar with a person kayaking near a bridge

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Header image: Unsplash / Dan Freeman

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Tags: distribution, research, connectivity, Featured, channel manager, channel management, operator outlook, tour operator, Australia, operator survey, New Zealand, visitor attraction

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Arival Guide to OTAs & Digital Distributors

A comprehensive directory of OTAs and online resellers for operators of tours, activities and attractions Authors: Brittani England & Martin Harlow Edited by: Douglas Quinby & Janelle Visser

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WHAT'S THE DIFFERENCE BETWEEN ARIVAL | ACTIVATE EDINBURGH AND ARIVAL 360 | VALENCIA AND WHICH SHOULD I ATTEND?

Since 2019, Arival has hosted one major event in Europe each year. For 2024-2025, we’re thrilled to offer two exciting events: Arival 360 | Valencia and Arival | Activate Edinburgh. Here’s a quick comparison to help you decide which event to attend—or why you might want to come to both:

Arival 360 | Valencia (28-30 April 2025)
  • Scope: Flagship European Event with a global reach; up to 30% of attendees from outside Europe, including the U.S., Middle East, LATAM, and APAC.
  • Audience: Experience creators, tech and distribution companies, and industry professionals from around the world.
  • Arival Theater Content: Global topics including: over-tourism and sustainability, technology, distribution, European consumer and operator trends.
  • Breakout Sessions: In-depth workshops on operational best practices, product expansion, AI, channel management, marketing tech, a Spain-specific track and an Innovation Showcase highlighting the most tech-savvy companies in our industry.
  • Networking: Connect with leading OTAs and distribution companies, and build valuable partnerships.
  • Location: Valencia, a stunning coastal city offering rich cultural experiences.
  • Attendees: Approximately 800, providing extensive networking opportunities.
Arival | Activate Edinburgh (23-25 November 2024)
  • Scope: Regional focus on the UK, Ireland, and the Nordic regions.
  • Audience: Operators and industry professionals from the region.
  • Content: Gain insights on regional topics like technology, distribution strategies, and hear from top regional tourism leaders.
  • Breakout Sessions: Experience hands-on learning at Edinburgh’s top attractions and tours, with sessions on visitor experience, digital journeys and innovative tour development. In-depth sessions for companies at the beginning of their digital journey and more advanced sessions for people and companies looking to elevate their experience.
  • Networking: With a more intimate setting. you’ll have more time to build deeper connections and create more meaningful interactions with your current and future partners including distributors, tech companies, DMOs and more.
  • Location: Edinburgh, known for its stunning architecture and historic charm
  • Attendees: Approximately 400, fostering an intimate peer-to-peer learning and networking environment.
Key Differences:
  • Global vs. Regional Focus: Valencia is a global event with an international audience, while Edinburgh is a regional event focused on the UK, Ireland, and Nordic regions.
  • Event Size: Valencia hosts about 800 attendees, providing broad networking opportunities, whereas Edinburgh’s 400 attendees create a more intimate, focused environment.
  • Content and Sessions: Valencia features global themes and advanced topics, whereas Edinburgh provides region-specific insights and hands-on experiential learning.
  • Location Experience: Valencia providing a coastal escape and Edinburgh offering historic and iconic attractions.
  • Who Will Be There: The most valuable part of Arival Events is the connections you make and the partnerships you build to grow your business. At Arival | Activate Edinburgh, you’ll engage with key industry players in the UK, Ireland, and Nordic regions. If your business focus is on these areas, Edinburgh is where you need to be. For those targeting broader European or global markets, Arival 360 | Valencia offers the ideal platform to network with international leaders and innovators. 
Why attend both?

With limited opportunities for business development, learning, and networking in our industry, attending both events is a strategic move. By participating in both Edinburgh and Valencia, you maximize your exposure to diverse markets and influential contacts. 

However, if budget constraints or a specific regional focus dictate your decisions, choose the event that best aligns with your primary business goals. Join us in Edinburgh for regional insights or Valencia for global perspectives—or better yet, attend both to fully leverage the potential of Arival’s expansive network.

For service providers such as a restech or ticketing platform, distribution company, or other services including marketing, AI tools, etc., attending both gives you access to attendees from both markets to connect with your current customers and to meet new ones!

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