In this episode of The Best Part of Travel, your hosts Janelle Visser and Stephen Joyce sit down with Haley Ward, VP of Sales at Hudson Yards Experiences, to unpack how one of New York City’s most iconic attractions—Edge NYC—drives demand, delivers exceptional moments, and keeps guests coming back.

Haley shares how her team uses seasonal activations—including wildly popular concepts like Pinkmas—to transform the experience, create new reasons to visit, and keep the attraction relevant in every season. From premium upgrades to immersive pop-ups and strategic brand partnerships, we explore how Hudson Yards maintains its position as a must-visit NYC experience.

Whether you're a tour, activity, or attraction operator, this conversation offers inspiration and practical strategies for refreshing your product, engaging new audiences, and standing out in a competitive market.

In this episode, we cover:

• Seasonal activations that drive revenue and repeat visitation, including the creative thinking behind events like Pinkmas.

• How Edge positions itself within one of the largest and most innovative mixed-use developments in the U.S.

• What modern guests expect, from premium add-ons to memorable, Instagram-worthy moments.

• The role of events, partnerships, and curated pop-ups in keeping an attraction fresh year-round.

• Women in leadership & team culture: creating safety, confidence, and opportunity for emerging leaders in tourism.

• Leadership advice for operators (and everyone, really), including overcoming imposter syndrome, giving yourself a “pep talk,” and inspiring new leaders at every level.

• Actionable advice for tour, activity, and attraction operators looking to elevate their products through creativity and collaboration.

Some resources and other things we mention:

🔗 Pinkmas at Edge

🔗 The Event-Driven Traveler report

🔗 Glasgow Willy Wonka Experiences (What NOT to do!)

🔗 Inside Enterprise Attractions report

🔗 Upcoming Arival Events

The Best Part of Travel podcast is brought to you by Arival. Season Two is sponsored by Protect Group.

In this episode of The Best Part of Travel, we sit down with James Thornton, CEO of Intrepid Travel, to explore why multi-day tours are taking off, and how authentic small group experiences, people-first leadership and a thoughtfully integrated climate strategy have been essential to Intrepid’s success.

🗺️ Topics we cover:

• The rise of multi-day tours & meaningful travel: Travelers are increasingly seeking authentic experiences that foster real human connection — and finding them in small group tours.

• Brand identity & post-pandemic growth: How Intrepid Travel has grown since the pandemic by focusing on “conscious travelers,” and the importance of having an engaged workforce that believes in your brand.

• Growing with purpose… and profit: Why Intrepid Travel is moving away from carbon offsetting to focus on “Travel for Good” and positive impacts, and how “baking sustainability in” to their products has helped them grow their bottom line.

• Thoughtful AI adoption: How Intrepid travel is approaching AI while maintaining its focus on the importance of human connection.

• Urban Adventures & brand strategy: How Intrepid Travel has adapted its day tour brand to amplify its brand and build awareness about its multi-day offerings.

• Leadership in action: James Thornton’s and Intrepid’s people-first approach to leadership and teams, and the importance of diversity of age, gender, country of origin and so on in building a strong leadership team.

• The future of small group travel: and why James Thornton is optimistic about the power of human connection, especially with the challenges in the world today, such as the toxic news cycle, geopolitical uncertainty and the loneliness pandemic.

Learn more with these resources:

🔗 Intrepid Travel

🔗 ⁠The Multi-Day Moment: On the rise of multi-day travel and the top challenges and opportunities of this rapidly-growing sector of travel experiences.

🔗Join the next Multi-Day Track at ⁠Arival 360 | Valencia

The Best Part of Travel podcast is brought to you by Arival. Season Two is sponsored by Protect Group.

The world of multi-day tours is changing fast — and the technology powering it is evolving just as quickly.

In this episode, your podcast co-hosts Janelle Visser and Stephen Joyce dive into the tech side of the increasingly popular world of multi-day travel, exploring how distribution and booking tech are evolving to move multi-day forward.

First up, Travis Pittman, CEO and Co-Founder of TourRadar, shares how his company is redefining how travelers discover and book multi-day tours online, connecting operators to influencer content with "Moments" — and why partnerships, flexibility, and sustainability are key to the next wave of growth.

Next, Erika Sternburg, Director of Strategic Accounts at WeTravel, joins to talk about what makes multi-day operations so complex — and how tech companies like hers are rising to the challenge. From online booking and payments to partner networks and travel advisors, Erika takes us behind the scenes of how WeTravel is building tech that empowers multi-day operators to connect the dots across the global travel ecosystem.

If you’ve ever wondered how distribution and tech is developing for multi-day tours, this is the episode to listen to.

🗺️ Topics we cover:

• Why multi-day travel is the next big opportunity for tour operators

• How TourRadar's new "Moments" is connecting user-generated content with bookable experiences

• The complexities behind managing multi-supplier, multi-currency, cross-border trips

• WeTravel’s “Partner Hub” and the bridge between day tour and activity operators and multi-day operators

• The rise of passion- and interest-based travel (from knitting to cycling to safaris!)

• What’s next for the multi-day travel tech & distribution landscape

Learn more with these resources:

🔗 The Multi-Day Moment

🔗 The Multi-Day Track at Arival 360 | Washington DC

🔗 TourRadar Moments

🔗 WeTravel

🔗 Join the next Multi-Day Track at Arival 360 | Valencia

The Best Part of Travel podcast is brought to you by Arival. Season Two is sponsored by Protect Group.

What’s the secret behind Secret Food Tours — one of the fastest-growing culinary experience brands in the world? Co-founders Oliver Mernick-Levene and Nico Jacquart join The Best Part of Travel co-hosts Janelle Visser and Stephen Joyce to share how they scaled from one city to over 100, all while keeping each experience personal, local, and delicious.

They open up about building their own tech, staying cautious about AI, and their two-pronged approach of organic growth and acquisition. Plus: their favorite food stories (yes, that's where the sea urchin comes in), and the secret to getting 50,000 five-star reviews.

🎧 Listen/watch for:

• 🍴 The origin story — from a London pub to a global food tour brand
• 🌍 How they plan to launch 30+ new cities every year
• 🤖 Data, AI, and the limits of automation in experiential travel
• 🫶 Keeping the personal, local flavor while going global
• 💬 Their secret to collecting thousands of five-star reviews
• 👥 How co-founders balance each other in growth and decision-making
• 🥧 Why culinary tourism’s “pie” is getting bigger for everyone

See also:

👉Arival research on the fastest-growing experiences categories (including food tours!)

👉What to Expect When You're Expecting... to Buy or Sell

👉Secret Food Tours has an Appetite for Acquisitions

👉Try Haggis for yourself with Secret Food Tours Edinburgh

The Best Part of Travel podcast is brought to you by Arival. Season Two is sponsored by Protect Group.

Can tour operators grow without relying on OTAs? In this episode of The Best Part of Travel podcast, we explore how private tours and personalized experiences are reshaping the future of travel. Context Travel’s CEO June Chin shares why private, personalized experiences are the key to long-term growth and loyal customers.

Discover:

✅ Why personalization is becoming the competitive edge in travel

✅ How private tours build loyalty and repeat bookings

✅ Why and how the company has avoided distribution through major OTAs (and what they do instead)

✅ Finding the balance between agency partnerships, direct sales, and digital channels

✅ How AI is reshaping search, discovery, and operations—and what “AEO” means for operators

✅ Context’s vision for scaling from 100,000 to 1 million travelers annually by 2030

✅ How Context is seeing triple-digit growth in Japan

✅ The importance of expert guides to maintain high quality experiences

If you’re looking to future-proof your business, this episode offers actionable insights into how personalized travel and direct connections with your customers can fuel sustainable growth.

See also:

👉 Arival research on the rise of the private tour taker

👉Arival research on the 2025 Experiences Traveler

👉 June Chin on the Private Tours, Big Profits panel at Arival 360 | Washington, DC

👉 How generative AI is revolutionizing Travel

👉 Distribution strategy with Arival

People are choosing experiences over things — but what happens when even experiences risk becoming commodities? In this episode of the Best Part of Travel podcast, Joe Pine, co-author of The Experience Economy and author of the forthcoming book on The Transformation Economy, joins hosts Janelle Visser and Stephen Joyce to talk about experience design, commoditization, and how tour and activity operators can design experiences that are not just memorable, but life changing.

Key topics include:

• The economic evolution from commodities to goods and services to experiences… to what’s next.

• How travel brands can encourage repeat business by offering experiences focused on personal transformation.

• Commoditization, differentiation and standing out in a “sea of same.”

• What it takes to design travel experiences that are not only memorable, but meaningful — and even transformational.

• The upcoming Arival 360 conference in Washington, D.C.

If you’re in the business of experiences, this conversation will challenge how you think about travel, guests, and the future of the industry.

👉 Resources & Links:

• Escaping the Tour Commoditization Trap: https://arival.travel/article/escaping-the-tour-commoditization-trap/

• The Experience Economy by Joe Pine and James Gilmour: https://www.amazon.ca/Experience-Economy-New-Preface-Authors/dp/1633697975/

• The Transformation Economy book by Joe Pine (forthcoming): https://www.amazon.ca/Transformation-Economy-Guiding-Customers-Aspirations/dp/B0DS4649VL

• Arival 360 | Washington DC and the Executive Summit: https://arival.travel/event/2025-washington-dc/ , https://arival.travel/event/2025-washington-dc-exec-summit/

The Best Part of Travel podcast is brought to you by Arival. Season Two is sponsored by Protect Group.

In this episode of the Best Part of Travel podcast, hosts Janelle Visser and Stephen Joyce discuss the current state of AI in the travel experiences sector (and their favourite androids). Joined by special guest Janette Roush, Chief AI Officer at Brand USA, they delve into the opportunities and applications of AI in travel, both practical and creative.

Key topics include:

• the impact of AI on website traffic and trip planning
• the use of AI tools for everything from operations to language translation to content creation (including "Yarn Janette"),
• the importance of AI in destination experiences marketing and discovery,
• women and men in AI and tech,
• the future of AI in travel experiences.

The episode also covers the upcoming AI Forum for Destination Experiences⁠ at Arival 360 | Washington, DC, aimed at helping travel professionals explore and share AI technology knowledge and experiences.

The Best Part of Travel podcast is brought to you by Arival. Season Two is sponsored by Protect Group.

In this episode of the Best Part of Travel podcast, hosted by Janelle Visser and Stephen Joyce, we discuss the evolution of online booking systems, or "restech platforms" in the tours, activities and attractions sector of travel, and listen in on a conversation between Andrea Carini, CEO of FareHarbor, the largest restech in the travel experiences space, and Arival CEO Douglas Quinby, which took place at the recent Arival 360 conference in Valencia, Spain.

Topics of discussion include:

• Booking system pricing models, from monthly recurring fees to transaction-based fees.

• The growth of the online travel agency (OTA) market and how this impacts the pricing models and viability of restech platforms, in particular FareHarbor.

• FareHarbor's recent addition of a 2% fee for API/OTA bookings.

• The potential applications of AI in current booking systems, and potential for developing future booking system technology using AI.

• The future of the booking tech and how restech providers and tour and activity operators are adapting to the evolving landscape.

Some resources that we mention:

• Arival Guide: How to Choose a Booking System
• Arival Guide to Booking System Pricing
• Peek "CoPilot" Connects Operators with AI Tools

The Best Part of Travel podcast is brought to you by Arival. Season Two is sponsored by Protect Group.