This is What Vegas is Like During a Recession

What’s it like going to one of the most popular tourist destinations in a recession? Fun, affordable and absolutely vacant.

Although this was my first time in Las Vegas, it wasn’t hard for me to tell just how badly the economy was affecting its tourism. The hotel check-in lines were completely empty as were the shows and casinos. The Strip was also undergoing a large construction project that will most likely delayed. Did I mention I went on Super Bowl Weekend—supposedly one of the busiest weekends in Vegas?

During one of my numerous cab rides up and down The Strip, I asked the driver “So, has it been busy?” The cab driver, who had moved from New York City ten years ago to support the city’s booming tourism, pithily replied, “When you can drive up and down The Strip this fast, things aren’t good.” According to her, some hotels are going bankrupt and the only person she thinks will keep afloat in the sea of economic uncertainty is Steve Wynn.

Wynn, a multi-billionaire casino developer who has slowly taken over Las Vegas, recently opened his newest hotel, Encore, on Dec. 22, 2008. However, given the economy, the opening was much more subdued than previous ones. I took a stroll through Encore and if I could sum it up in one word it would be “palatial.” Encore houses some of the world’s most lavish restaurants, shops and entertainment. Although the lack of tourism isn’t great for the local economy, it sure is for the tourists.

Even though I was only in Vegas for the weekend, I attended the private Miller Lite Super Bowl party with some friends who had been there in previous years. Like the opening of Wynn’s newest hotel and resort, the party (according to them) was much more modest. It had all the free food and drinks anyone could ever dream of, but was much more intimate in terms of how many people were actually there. Miller Lite also scaled back on swag. Tough times call for tough measures.

After getting back from my trip, I did some research about how Vegas brands itself as a tourist destination and came across this. In response to the economic downturn, Las Vegas trashed its “What Happens in Vegas” campaign for a new one—“Vegas Bound.” This new campaign features real people from Cranfills Gap, Texas who venture to Vegas for a funfilled vacation.

Blogger Grant Johnson ponders if a tagline can really make a difference in terms of generating business. He writes: “Why not ditch the ‘Vegas Bound’ tag and really drive home the value people can get. “Vegas: The best vacation bargain around!” Sexy, heck no. Effective? With the right subhead and testimonials and pricing packages featured it sure would be.” Maybe Vegas just needs to hear what prospective tourists want and create some new key messages.

After being in this downwards slump for a few months, maybe Vegas tourism has decided to shuffle things around. I was speaking to a friend today who is going there in a few weeks and for two people, a roundtrip flight and accommodations at a 4.5 star hotel for a week, it’s slightly over $1,000 CDN.

So, what is the best solution for popular tourist destinations, like Las Vegas, in this economy? Or is there one? Or is it just a big waiting game?

Airline Woes

As I prepare to leave for Las Vegas tonight, I can't help thinking about actually getting there. What I’m talking about is air travel.

In my past travels, American and Canadian airlines have proven that their public relations strategies need some serious attention. Let me start with my flight back to Canada from Japan after being away for nine months.

To make a long story short, my two large suitcases (containing pretty much my whole life) were delayed and never made it to Toronto. I had transferred planes in San Francisco and had to recheck my baggage and it must have missed the flight to Toronto by a minute.

Dealing with United Airlines was a very unpleasant experience, to say the least. They requested that I fill out a luggage report so I could get my bags back the next day. They never came and it became a huge ordeal. When I followed up by phone, I was transferred to agent after agent and no one could provide me with any answers about the whereabouts of my luggage. It felt like I was in grade school playing telephone tag instead of dealing with an established company.

Days later, I took matters into my own hands, drove down to the airport and physically tracked down my luggage. It had been hiding in a back room behind the United check-in counter. After this experience, I drafted a letter to the director of customer relations explaining my situation and requested a refund for the trouble I went to. Websites like this, reaffirmed my belief that dealing with United was lengthy and time-consuming. It was, but in the end I received $150.

Here’s another great one:

On my way to Nassau, Bahamas on a WestJet flight in December 2008, passengers were delayed for over eight hours on the tarmac. A series of events unfolded that were not entirely related to the weather. A woman was sick and was rushed off the plane in an ambulance and then two women decided they didn't want to fly anymore because they were nervous. The remaining passengers were enraged by the end of the day, were provided with no food. What's more, WestJet did not offer its “valued customers” any form of compensation.

WestJet's lack of accountability seriously made me question whether I will fly with them again. As a result, I wrote another letter and haven't heard anything yet. Are they proving my above point? Yep. I mailed the letter over a month ago and still haven't heard anything. Not a quick e-mail, telephone call, or letter. Their communication is not timely, which goes again everything a successful PR department should value and practise.

Communications practitioners at airlines have to juggle angry customers on a daily basis and it must be challenging. The way I have been dealt with in the past as a “valued customer” really makes me think there is a bigger problem at stake and perhaps communications plans should be revamped to minimize these common occurrences.

Let’s hope I make it to Las Vegas tonight. I know once I step out into the desert heat it will be worth it.

Venturing to Vegas

In the words of Elvis Presley, “Viva Las Vegas!” On Thursday night I’ll be flying there for the weekend. It’ll be my first time.

I mentioned in my previous post that I’ve done more traveling this year than ever before—partly because it’s so affordable. The current economic state has presented many challenges, especially for the travel and tourism industry.

Every morning while I’m perusing the paper, I see countless ads for discount travel companies like itravel2000. My inbox is also flooded with e-mails from Air Canada coaxing me to see the latest discounts. And I do. From a consumer standpoint, their strategies and tactics have worked. I visited the Bahamas in December and will be going to New York City in February.

During my recent trip to the Bahamas, I really noticed how much the economy was hurting. This popular Caribbean destination, normally oozing with families during the holidays, was more like a ghost town.

Vegas is, no doubt, a hot travel destination and the cost to visit is at an all time low. While doing research for my trip, I came across this. The site, which is the largest of its kind in the world, is embracing social media to keep up with the “pace of change” and is probably reaching more consumers than ever before. Vegas.com is “always open” for potential visitors and has Twitter, Facebook, YouTube, Flikr and MySpace. Site visitors can now feel like they’re in Vegas without leaving their desk chairs. Talk about being connected.

So, this is my question: Does social media contribute to increased tourism in a plunging economy? I’ll have to report back with my findings and let you know if Elvis’s words are still true.