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Platinum Sponsor:
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FDFA Formally Announces Committee Members and Appointed Chairs
Within the last FDFA Communiqué of February 2009, the FDFA Board announced the 2009/2010 FDFA standing committees and their mandates (each committee term is from January 2009 to May 2010). The Board is very pleased to announce the FDFA Committee members and their appointed Chairs.
FDFA Committee and Board Members 2009/2010
You will also note that an additional FDFA Committee has been created, which focuses on the FDFA’s business development activities (entitled: FDFA Business Development Committee). For more information on this Committee’s objective and mandate, please refer to the link below. This link provides all FDFA Standing Committee Objectives/Mandates:
FDFA Board Mandate and Objectives 2009/2010
Some of the upcoming committee activities include the following: The Convention Committee is meeting live in Niagara Falls at the end of May 2009...
Click here to read full story...
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Customer Service Excellence Personified – Linda Morrow of Peace Bridge Duty Free
The FDFA was extremely pleased when we received an e-mail from Chuck Loewen, General Manager of Peace Bridge Duty Free, who sent an outstanding employee story to share with our FDFA head office. As everyone is aware, customer service at Canadian duty free shops is one of the most important elements of a store’s success. A truly outstanding duty free customer service representative is one who takes the time to understand the products they sell, works with the customers to anticipate their needs/answers their questions, and ultimately takes pride in their role as the face of duty free that creates a lasting positive memory to their customers. One prime example of this type of employee is Linda Morrow (pictured above) of Peace Bridge Duty Free.
In March 2009, Mr. Loewen received a wonderful letter from a thankful customer.
Click here to read the letter ...
As noted by Chuck Loewen, “Now imagine how many people Joe and Linda Maggio have told this story too....great word of mouth! To Linda and all our staff and management...I would like to add my personal and the company's thanks for all of you doing such a fine job, that would spark a customer to write this type of note. It is those little extras and going that extra mile, that keep our customers coming back...thank you EVERYONE.”
If you have a wonderful employee that you would like to recognize, do not hesitate to contact the FDFA head office.
On behalf of the Frontier Duty Free Association, thank you Linda Morrow for being such a wonderful ambassador to our industry!
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FDFA Sponsors Meeting on “The WHO and Duty Free”
 Protocol on eliminating the illicit trade in tobacco products
The World Health Organization (WHO) Framework Convention on Tobacco Control (FCTC) was agreed in 2003 and came into effect in February 2005. Canada is a signatory to FCTC. Article 6 on reducing demand for tobacco products includes a clause allowing parties to restrict or prohibit duty free tobacco sales and/or allowance, but is non-obligatory. To date, no country has banned duty free tobacco sales and only a few restrict allowances.
In 2007, the WHO set up an Intergovernmental Negotiating Body (INB) to develop protocols on eliminating the illicit trade in tobacco products. At the second meeting...
Click here to read the full story...
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FDFA Recent Press Release – June 1st, 2009 WHTI implementation
 With the impending June 2009 WHTI identification requirements for travellers entering into the United States just a few weeks away, the FDFA released a North American press release. The purpose of the press release was two-fold 1/ to communicate to the public the upcoming WHTI timelines and acceptable identification requirements 2/ promote to the travelling public the Canadian duty free industry and the wonderful products that can be purchased at exceptional prices duty and tax free. The overall scope of the newsletter was intended to be positive and encouraging to those travelling across the border. While this U.S. legislation is moving ahead, there are processes in place to ensure a smooth transition.
FDFA WHTI Press Release - May 2009
We are very pleased to report that the press release was picked up by over 200 media outlets across North America and around the Globe. Some of the media outlets that covered the story included CNBC, Biz Yahoo, Forbes Online, Canada Newswire, and news outlets in India and even Australia. For some of the media outlets, which covered the report, please refer to the media tracking reports noted below:
FDFA Press Release Media Tracking Document 1
FDFA Press Release Media Tracking Document 2
For information on the recent Enhanced Driver’s License program, please refer to the press release, which has two links to both CBSA and the U.S. government – both providing up to date information by province and state.
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For FDFA Members Directly Involved with Tourism – Launch of New Website
 Canadian Tourism Community Social Networking Site (Beta). As its name implies, the purpose of this site is to create a virtual place where members of the Canadian Tourism Industry and its partners (outbound tour operators, suppliers, AD & PR, travel media, etc.) can meet and communicate at any time and from anywhere in the world. Share your knowledge, promote your destination, communicate with your suppliers and partners and invite other members of the industry to join us.
This site is very similar in look and feel to that of Facebook, the popular social networking site, but an industry specific version. If you are a FDFA member, who is interested in networking with like-minded tourism professionals and would like to promote tourism related events or initiatives, this is the site for you.
Canadian Tourism Community Website: www.canadiantourismcommunity.com
If you are interested in joining this tourism related networking site, you will need to be invited by an industry colleague, who is already a website member. Therefore, please contact Laurie Karson directly at lkarson@fdfa.ca and she will send you the correct invitation details to sign up.
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Child Find Canada – Who they are and the FDFA’s Recent Fundraising activities
 During the FDFA’s Annual Convention, and throughout the year, the FDFA’s main charity is Child Find Canada. Over the last three years alone, we have raised over $60,000 to assist in this organization’s mandates and initiatives. How have we raised funds? Many of our stores have Child Find coin boxes, FDFA Annual Convention silent auction donations, a portion of every convention registration ($15.00) goes directly to Child Find Canada, and private supplier member donations.
Child Find Canada diligently works to provide a voice on issues related to missing and exploited children and their
families In 2008, 67,000 children were reported missing in Canada alone. Through the FDFA’s donations, we now contribute 30% of Child Find Canada’s overall revenues. Where do these revenues go?
- Funding of the 1-800 toll free Child Find telephone line for tips and leads on missing children
- Advocacy efforts. In 2008, the Canadian government raised the consent age from 14 to 16 years of age
- Ongoing monthly training for provincial social workers to deal with specialized missing and exploited children cases. Due to the severity of these cases, the case worker turnover is extremely high and ongoing training is required at all times
- Funding of Child Find posters and flyers. Did you know that as a result of the Child Find Posters/flyers that 1 in every 6 children that go missing is Canada is retrieved.
Again, on behalf of the FDFA, we would like to thank all of our members for their generous donations and ongoing support of this terrific cause.
View the Child Find Canada Annual Report
For more information on Child Find Canada, please refer to their website: www.childfind.ca
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Canadian Land Border Duty Free Store Updates
Osoyoos Duty Free
Are you interested in a purchasing a jewellery display case? If so, Cam Bissonnette would like to hear from you. He is currently changing the look of his jewellery area in the store, and would like to sell this particular item.
Click here for more information...
DFS Ventures:
Have you had a bad Spring? Probably not that bad, considering what Manitoba has had  to endure. As most of the country is aware, Manitoba experienced tremendous flooding this year, which washed out roadways and flooded farmlands. DFS Ventures, which is owned by Michael Resch and operated by Rob Prince, has had quite the Spring to contend with at their store. On a positive note, the weather is clearing up and DFS is still in good physical shape after such a difficult winter/spring.
Photo of DFS Ventures taken April 2009
Click here to read more updates ...
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Peace Bridge Duty Free – Success Story with Curiosk!
Kiosk turns wine and liquor/scotch shoppers into experts…
 From the recent Curiosk case study…
The mostly travel-weary customers are not all wine experts, and they typically don’t feel up to picking their brains for any knowledge they might have possessed once upon a time. They want to find something good and find it quickly. A popular tourist attraction improved customer satisfaction and employee training with an innovative wine-information kiosk.
To help address the problem, Loewen installed a wine kiosk known as “the Curiosk” and created by Curiosk Marketing Solutions in September 2008 in a high traffic area of the store’s wine department. The kiosk is small, only occupying four square feet of space. It is simple and easy to use and allows customers or employees to scan a bottle of wine. Once the bottle is scanned, the customer obtains access to a wide array of practical information, including storage instructions, food pairings, shelf life and taste characteristics (dry, fruity, etc.). The accuracy of the information is never in question, as it is provided directly by the wine’s producers or distributors. And it’s not just about the
nuts and bolts — if the wine has a particular rating, the Curiosk can display that information as well.
As well, in January 2009, another kiosk was set up that specializes in scotch and liquor.
For more information on Curiosk and how this initiative has worked at Peace Bridge, please see the case study below:
Curiosk Case Study – Peace Bridge
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New FDFA Member: L’Ambroisie de Mirabel Inc
The FDFA is happy to announce a new supplier member to the association, since April 2009: L’Ambroisie de Mirabel Inc. This company sells maple syrup alcoholic beverages and is currently selling to BHT de L’Est and hopes to expand to our other duty free stores across the country. To contact this supplier member, please feel free to call Mr. Louis Philippe Bourdon at 450-431-3311. Their website is www.lambroisie.com and they are located in Mirabel, Quebec.
FDFA Buyer's Guide
As an ongoing member benefit, please find attached a link to the FDFA Buyer’s Guide. This guide provides the key category contacts at all of the Canadian FDFA duty free stores. Within this document, you will find the appropriate category buyer’s and their full contact information.
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Future FDFA Communiqué Dates:
Upcoming FDFA Communiqué Release dates for 2009 are:
August 19th
November 11th
If you have an idea for an article, or would like to tell us about something of interest to all duty free FDFA members, please contact Laurie Karson at lkarson@fdfa.ca. Your feedback is important.
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Gold Sponsors:
  
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For comments and/or questions contact:
Laurie Karson – Executive Director
lkarson@fdfa.ca
www.dutyfreecanada.com |
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