< Vv Psu Mark Colgate ‘Are you ready for a most excellent adventure? shouts Rob, the driver of the Kiwi Experience bus, as it climbs to the top of an extinct volcano, on a beautiful sunny morning in Auckland. Ibis the start of another trip around New Zealand for the driver and the bus, and the 40 like-minded travellers ate unprepared for this burst of enthusiasm as the panoramic Views unveil themselves. Virtually all of the travellers are unaware and unsure of what to expect from this trip. They have never travelled ‘on Kiwi Experience before, although all had heard of the company through some medium before they bought the ticket—and this has reduced their uncertainty somewhat. One of the passengers, Rory Gillies, a 23-year-old Scotsman, had heard much about Kiwi Experience when travelling around Australia and is curious to find out what ‘makes this bus service so successful and so different from others that are offered in New Zealand, As they board the bus, after taking in the sights of Auckland, Rory approaches Rob the driver. “Have you been busy this summer?" Rory asks.‘ haven't stopped,’ replies Rob ‘and what's more I can only remember ‘once or twice when my bus has not been full!’ "So what does Kiwi Experience do that makes it so successful then?” asks Rory ‘If told you it would ruin the trip for you,’ Rob says “put jump on and maybe I'll give you a few ideas along the way: Ill Company background Kiwi Experience (KE) is an adventure transport network formed in December 1988 by three partners. The fundamental concept behind the venture was that KE wanted to create 2 coach transport network that was not an express point to point service or an inflexible coach tour, but one that had the advantages of both. This meant that KE was going to offer not only the flexibility of the traditional express service in that customers can get on or off the bus where they want, butalso the guidance, information and access to excitement oriented places a good adventure tour would offer—without the drawbacks of either ‘This was an innovation in the marketplace—the fist of its kind in the world. In fact, the concept was so original in the beginning that staff at KE spent much of their time explaining the concept to potential customers: that they can get on and Off the coach wherever they like (on a pass that last months), yet they ate still part of an adventure trip th them to places off the beaten track. Since Ké's incr more than 90% of customers have broken their journey at some point, which proves that this concept has been popular with travellers. Today many copies of the KE concept can be seen all over the world. ‘One of the founders of the company, Neil Geddes, outiines the KE concept: | have always thought that a coach was @ great way to get around, as meeting people is one of the fun things about travelling. But | could never understand the fact that everyone is stuck on one coach and you all had to do the same things. | don’t believe you can create the ideal holiday for more than just the one person—this is why KE was invented. ‘The company's service offering s specifically designed for backpackers, adventurers and other like-minded traveller, This means that KE is developed around a high-volume, low-margin business where the minimisation of costs is paramount. Although KE has no specific target market in terms of age (KE believe that a backpacker tends to be defined in terms of lifestyle rather than age), itis the 18-30 age group that travels on KE the most, with 18-22 being the most common ages. Similarly, many nationalities travel on KE, but backpackers from the UK, Germany, the USA, Canada, Denmark Switzerland and the Nordic countries make up the bulk of Customers, Less than 1% of all customers actually come from, New Zealand itself. ll New Zealand as a tourist destination In the year ended March 2006, New Zealand hosted a total of 2.2 milion international visitors aged 15 years and over (16 million in 1999). This is expected to grow to 3.1 million in 2012. Total visitor expenditure for the year ended March 2006 reached NZS6.6 billion, an 8% increase compared with the same period the previous year. The average expenditure per person was NZS3,041, an 8% increase compared to the year ending March 2005. New Zealand's current share of international tourism is small at only 1~2% but visitor arrivalsIN| Growth of Kiwi Experience KE has grown rapidly since its creation, Although some of the increase in passengers is undoubtedly down to the growth in visitors coming to New Zealand, the percentage increase Cf passengers travelling on KE is well above the percentage increase inoverseas visitors. Infactthe numberof KEpassengers has increased quicker than the growth of international vistors. KE.are clearly taking a larger slice ofan increasing market. In fact, KE has grown to a size that the original owners never thought possible (KE now has 30 buses and over 40 drivers), It thought that it had reached market saturation few years ago, However, the ideas of a backpacking holiday and the types of people undertaking backpacking holidays have grown immensely over the last few years. The directors limited definition of backpacking has had to be broadened ‘to encompass the types of people who now travel on KE, For ‘example, professionals who only have three weeks’ holiday are now going for the backpacker style of holiday around New Zealand. ‘The success of KE, however, is due to many other factors besides the growth in the backpacking market itself. ll The ‘experience’ How did you enjoy Waitomo caves?” Rob asks Rory at a stop entre fo Rotorua, Amazing he cepls saw the ‘aves while "Blackwater Rafting’. and I really enjoyed the Candlelight walk through the Ruakuri Scenic Reserve to See the glowworms you took us all on. It did not stop there ‘though: later on a group of us from the coach went down to the Watomo Tavern fora few drinks! feel bitrough today! Rob laughs. Rory, he thinks, is slowly getting to grips with ‘what KE sal about og the bes he ow erence concept is based on Bel coon iting to see the real New in the market—for those people want New Zealand, Backpacking {s all about travelling, meeting othe people, getting value for money and geting involve in the Toca environment and culture. The service KE offers stows ther to do that it allows backpackers to choose what they want to spend thelr money on atthe paces where sey wank tospend their time and ata price they can afford Spend tet pd wat anes 9 go, hee isasimple reply. case 1 KlwlExperience We ensure we give the customer what they want better than anyone else; our service is not designed around what is good for the drivers, itis designed around what is {goad for the customer. We are close to our market. we are proud to be clase to our market. When we [the directors (of KE! travel, we stay in backpackers’ hostels, s0as to learn) ‘and understand what the market wants. That is how we tensure that we always offer the best possible service for four clients, Thatis our core strength KE tries to get all people working within the business to interact with its customers, For example, there wasa 880 at a backpackers in Auckland recently, and KE had its accountants and other staff who don't directly come into contact with ‘customers turn up and meet the backpackers, so that they ‘can understand who KE customers are and where they come from. Being first in the marketplace has also helped as it has ‘meant that KE has gained a lead on understanding what its market wants and how to service these needs effectively. This understanding has led KE staff to comprehend that itis the iver of the coach and the interaction between backpackers that helps create the ‘Experience’ The drivers "The drivers are the single most important people in our company—ve know that.’ states NeilGeddes. Marketresearch has shown that the driver makes or breaks a KE trip, This is why KE undertakes a very comprehensive and strict selection program, along with a very thorough training program, The first thing the directors look for when selecting drivers Is a certain type of person—they must be fun, young and adventurous. They must have an outgoing personality and enjoy showing off New Zealand. This means that most drivers are from New Zealand, but this is not necessarily always the ‘ase, Second, they must have extensive driving experience as itis critical for them to be safe drivers, KE receives hundreds of applications for its driver jobs, and one of the reasons is the pay. The drivers are rewarded ‘well for doing their job well, particulary through bonuses and ‘commission they may receive at the end of trip. However, only very few drivers fit the strict selection criteria that KE has. The drivers must undergo a series of driving tests and Interviews before they are selected. Even then they may not necessarily get the job. Al prospective drivers are then taken on a ‘dummy’ trip around New Zealand, The drivers are asked to take notes of the various activities that are on offer, and record any other Information that may assistthem in doing thelr obeffectively. [After ths inital taining drivers are then taken on a proper KE trip, where they observe how an experienced driver operates, ‘The ‘learner driver’ could be asked to take over the driving or to take over commentary at any moment in time. Only when the drivers perform satisfactorily in these two tests will they bbe taken on as KE staff members. Driving a KE bus isa highly rewarding job, but a stressfulTT oss cas fone 100. There are many responsibilities placed! on a driver apart from having to safely drive 40 people around New Zealand. These include: ‘© providing informative and knowledgeable commentary, © booking all accommodation every night ‘+ ensuring people on the bus interact as much as possible: + socialising as much as possible with the passengers: + organising group meals and other group activities + organising paid excursions: ‘+ undertaking reqular chocks and maintenance (e.g, clean: ing) of the bus: + listening to and responding to customer complaints. Because of the above factors, drivers of KE buses rarely last tive years within the company. The average life of a driver used to be a year but greater attention to driver retention ‘meant that in June 2006 KE undertook its frst driver training jprogram for 20 months as turnover had stopped almost completely. When drivers do leave, it is not always because of the intensive nature of the job: many leave because they obtain other jobs elsewhere, Each driver is debriefed by an operations manager after each trp. This enables the operations manager to understand how tired the driver is, and whether he or she should be rostered off' for a couple of weeks. A burned-out driver cannot provide the best service for the customerson the bus, ang this will only harm the reputation of themselves and KE in the long run. An experienced operations manager can easily spot when a driver needs a rest. The drivers are also required to fill out an end-of-trip survey, asking them how the trip \went and what problems they encountered, and including a section which enables the driver to make recommendations to improve the quality of the KE It is clear, therefore, that the drivers are the single most important asset the KE possesses. Their enthusiasm, knowledge and personality will have a huge impact on ‘customers’ perception of the overall quality of the trip, and of KEasa whole. Customer interaction Market research has shown that interaction between the customers on the bus is the second most important part of 2 KE trip. Backpackers generally enjoy meeting other like ‘minded people—that is the nature of their trip. In fact, many backpackers travel for the specific purpose of meeting new friends and acquaintances. Its important, therefore, that KE ‘manages this interaction well to ensure this occurs. There are many things KE does to ensure that it achieves thecorrectcustomer mixon the buses, andthatthe customers interact well together (besides the normal interaction that would occur) First, KEensures,as bestitcan, thatitanditsbookingagents do not book people on the bus who would not be suited to this kind of experience. For example, the older segment of the ‘market may not be interested in some of things KE does. This. strategy is important.as it prevents potential customers from, having a negative experience an the trip. These customers’ negative experience could also influence the experience the fother customers on the bus are having, Ultimately it may lead to negative word of mouth for KE ‘One way KL ensures the right people are selected is by sending representatives from its booking agents on KE to help them understand the types of people who would enjoy travelling with KE. Second, the divers are trained to notice any passengers fon the bus who are affecting the quality of the service other passengers are receiving. The driver will then take appropriate action, For example, in exteeme cases the driver may ask certain passengers to leave the bus, with a full refund being offered to encourage them todo so. in this case KE has realised that itis important to remove people from the bus who may be influencing the enjoyment of a significant proportion of other customers. Finally, the driver encourages social interaction between ‘the customerson the bus. Thisenables differentcustomersto meet each other, and form bonds and friendships at an early stage of the trip. This may increase the positive experiences that customers have on their bus, which should positively Impact on the impression that customers have of the overall KE trip. The drivers encourage interaction usvally through {group meals and social activities in the evening, for example fancy dress compet lll Advertising and word of mouth Why did you choose Kiwi Experience anyway?’ Rob asks Rory, asthe inter-Islander ferry pulls away from Wellington Harbour on its three and a haf hour trp to Picton in the South island, 1 never realy planned to, before | left Scotland, Td always planned to hire a Campervan,’ replies Rory ‘so winat made yyou change your mind then2’ quizzes Rob. "! Kept heating ff KE when I was traveling around Australia, Every time {stopped at a backpackers, rd meet atleast one person who ‘would have a Kiwi Experience story to tell. Then when | came to New Zealand, KE did a side show inthe backpackers | was staying at—and that really swung it for me!" Many services organisations can rely on repeat purchases to maintain and enhance their profitability. For example. airlines often have passengers who have flown with them many times before. For KE, however, tis isnot the case. tis very unusual for passengers to travel on KE fora second time. KE rely, therefore, on new and referral custom for virtually all their sales, Promoting and stimulating word of mouth is vitally important. KE has realised this and promotes heavily in its target market and, wherever possible, attempts to stimulate word of mouth. One thing KE has realised is that advertising overseas is imperative. Backpackers often start searching for information well before they have left their own country to come to New Zealand, a fact that Neil Geddes acknowledges:A significant amount of our cust customers options well Betore they come neat New eign net people mistakenly believe that by i, ost around 25% of customers buy their KE ticket pecan eo us, therefore, itis important to adver overseas, For tise overseas Other research that KE has undertaken shows that 75% of customers have heard of KE betore they enter New Zealand Tis assists in sales as customers are familiar with the seroce before they purchase it. Word of miouth accounts for come ‘of the people who have heard of KE betore they enter the country, But a large percentage heat of KE through other advertising, For example, KE places leaflets in backpackers and youth hostels along the major ‘stepping stones" thet backpackers visit before they come to New Zealand: for example, KE targets backpackers in Hawai, Sydney, Bangkok and Fiji Once the backpackers are in the country then the advertising really starts. KE uses people called ‘street fighters—backpackers who hand out brochures at ralway terminals, bus stations, etc. throughout the ‘gateway cites of Aucklandand Christchurch—andthey also spread the word through backpacker hostels. KE ikes using backpackers who hhave had the ‘experience’ as they are informed, motivated and credible communicators who can sell the KE service better than anyone else KE, it seems, realy do fightfor every customer they get. ‘Te distinctive branding that KE uses on its leaflets and brochures certainly helps get its advertisements noticed Figure C11 shows its new brand logo which was launched in 2006. Their brand research revealed a profile oftheir target market which helped shape their new bran: 18-35-year-old men and women. They have a sense of ‘anticipation; they crave the unknown and are seeking total adventure. The thought of meeting new people is an ‘essential criterion in their holiday choice... they spend time wondering what the dynamic ofthe group might be and the ‘unknown’ is a till to them. They ore free of the doy-to-doy rot race--they are living to be their hedonistic self. Each doy isa new feeling—a new experience ... theres litle time for thinking on this hoidoy, only time for doing! These men and women love a laugh—they love the sensation of not taking ‘anything too seriously (there will other times in their fe when they will have to be grown Up) Iiving—to the max. rightnow lifes about Ealsohnoldsstide shows in backpacker hastelsin Auckland and Christchurch to persuade consumers still unsure about which mode of transport to use around New Zealand. These ide shows are an attempt to make the service KE offers ‘more tangible, and reduce the perceived risk customers may have about taking the trip, KE also creates their own propaganda letters, called ‘Bullsheets’, which they send to their major booking agents, in New Zealand, This enables agents to be better informed about the service KE offers. Finally KE tres to ensure that its service is included in popular travel guides such asthe Lonely, Planet, which is widely read by backpackers (although the last \rite-up of Kiwi Experience was ess than complimentary) KEensures that wordof mouth willbe trongby monitoring, the performance of their service at all times. KE does this by surveying customers on every single bus, One of the directors and the operations manager always read the surveys so as to monitor what is happening. They then use the surveys to Improve the service to the marketplace. Although their core experience has basically stayed the same they continually try toadd value to their service, ‘This strategy has worked suggests Neil Geddes: \We have always hada strong and loyal customer following that is proud to have travelled with us, and proud to tell cther people aboutE. Thatisthe one good thing aboutthe backpacker market; they enjoy giving good information to other travellers, We rely on a huge rate of first-time users ‘and we achieve that by having good word of mouth, In essence, therefore, KE attempts to create positive word cof mouth by always ensuring they offer a consistently high quality of service. alll Competition “There go our rivals!’ screams Rob. as another bus whisks past the KE bus on the approach to Franz Joseph Glacier. A huge “bood is released from the passengers and various faces are pulled as the competition disappears in the distance. ‘They weren't hanging about,’ states Rory. “They have got to get ‘back to Auckland as soon as possible; no time to look at the scenery!’ replies Rob. “Yeah, right. It is not as if i's important ‘oranything,’ laughs Rory. “The competition KE faces comes from many places. First, direct competition cames from another national backpacker ‘coach service; second, from several ‘tegional’ backpacker buses; third, From ather tour buses and coach services that travel around New Zealand: and finally, from other modes Of transport that are avallable—rental cars and campervans being the biggest threat. KE's single biggest competitor by far is the alternative rational backpacking bus, called Magic Bus. This bus was Created by the national coach company whose market had been diminished by the introduction of KE. The routes and prices offered by the two companies are now fairly similar, However, KE takes a minimum of 27 days to travel around474 ‘New Zealand, while the Magic Bus only takes 23 days (KE also travels toother places on this rip that Magic Bus does not, for ‘example the south-east of the South Island), This is because KE tends to spend extra days visiting places off the beaten track and offering other side excursions that are away from the normal tourist fowns. Table C1.1 shows a comparison of some of the similar trips and prices the two companies offer. In recent yeats KE has priced itsifclifferently from Magic Bus {0 have now a 20% premium, where the difference before was just 2-3%, There s also another new bus company called Stray which portrays itself as being more ‘independent’ than Magic Bus and KE but has older buses. The debate about which bus company to take, even about how to travel around New Zealand, isa heated one among travellers. The Appendix. (on p. 476 an excerpt from a popular travel blog which sums, up this debate well! The other backpacking buses that exist only operate in other specialist regions of New Zealand, and there are currently four in operation. Most of these buses were in existence before KE was created. Since the introduction of KE, and the competition that followed, these buses have been hit badly as passengers have favoured a national bus pass over a regional one. ‘The third type of competition comes from other national bus companies that either offer express services to different points in New Zealand, or specific tours around New Zealand that do not allow passengers to get on and off the bus wherever they desire. These buses pose a threat to KE, but it is a smaller one compared to the backpacking buses as they tend to attract different market segments, ‘The fourth type of competition comes from other modes of transport that can be taken around New Zealand. The main sources of this type of competition are rental campervans and cars, especially in the winter when a large number of unused cars and campervans are ‘dumped’ on the market. ‘Again, however, customers with different psychographic, behaviouralanddemographic(particularlyintermsofincome) vatiables are likely to use rental cars or campervans compared to those types of people who would use backpacker buses, ‘The domestic airlines in New Zealand are not alarge threat 10 KE as it is 4 relatively small country and they really only ose a threat over larger distances. Infact, KE has attempted tocovercome any possible threat from the airlines by creating strategic alliances with them, For example, one of the cane es ease i [isimwovimee [as ‘ational passes KE offers includes a Might from Christchurch to Auckland with Air New Zealand. There are other similar passes KE offers. The railway network in New Zealand offers le competition as its limited in its coverage. The final form of competition to KE is from other counties. Most travellers have a limited time to spend on holiday therefore they must make decisions about where to spend their time. New Zealand competes for this time with many other countries like Australia, the USA, Fiji, Thailand and South Africa, which has recently become a larger threat. Staff at KE are aware that they must promote the country of New Zealand as well as KE itself. Ill Adventure activities Rory's face is white as he approaches the bus. Are you ready to go?’ asks Rob, ‘Just about. The skydive was incredible but eel abit dizzy.’ replies Rory. ‘Wait until you do the bungy in, ‘Queenstown, then you'll know what dizzy means, Rob says. “No thanks,’ replies Rory. 'I think Ive had enough excitement tolast mea lifetime.’ One of the attractions of KE is the enormous number of activities that are on offer. From swimming with dolphins to aerobatic Mights, the lst isalmost endless. By purchasing a KE bus ticket a passenger is also entitled to discounts on many activities throughout New Zealand. The activities offered on KE ate important for the ‘organisation fora variety of reasons. First they providea point of difference from other competitors. Some activities and discounts are exclusive to KE and this allows KE constantly to improve its service so that its different from (and better than) the service that was offered previously. This is one way that KE attempts to exceed the expectations that customers, may have before the start of the trip. Second, backpackers are adventurers; they are looking for ‘excitementand activities that will challenge them. By offering these activities KE is fulfiling these customer needs. Finally these activities also provide an additional source of revenue for KE, KEispaidacommissionfor bringingpassengers to these activities by the service operator. This enables KE to earn incremental income from their passengers. One danger for KE is that these activities do not match or offer the same quality of service that KE offers. An activity thats offered that is of low quality will reflect on KE itself as ength =it has recommended this activity tis important therefore, that KE ensures that aconstant a (excell . is maintained so as to protect its brand inn ot ally its brand ima states how KE attempts toachieve thig at: Nel Geddes We sS585 every single actly that we oft wwe monitor thelr perermance conus auestonsona customer questonnateresea gn excursions they undertook We ako ensa i5uptoadequate safety stncads, beyond ener, requirements, and we get feedback fr ‘om our driver the quality of these activities, sal IM Memorabilia “Ok everyone, squeeze in together, shouts th (on Queenstown waterfront. All the passenge shuffle together to ensure they all get in. ‘Rob, jump in at the front, shouts Rory, ‘we can't have a group photograph without you!” Rob is reluctantly pushed into the photo- raph and the picture is taken, Queues quickly form to order a copy of the photo. Souvenirs and memories of the KE trip are a small, but Important part of KE. Not only do they provide additional revenue for the organisation but they are positive reminders of the KE trip—which hopefully will generate loyalty and positive word of mouth fora long time. Memorabilia can take the form of such things as T-shirts, sweatshirts, baseball caps and group photographs. 1e Photographer rs on the KE bus Ill Flexibility and value for money few weeks, and take in the amazing scenery.’ ‘Great idea, we catch!" departures for six months of the year (with a inn oF four departures a week at all other times). However, KE as learnedto stay flexible and change its departure dates quickly. Thisis because itis ina high-volume low-margin business and bee a he where they getoff and even for how long, This enables Hows Seen arene case 1 KiwiExperience lizecald last 15% of its business that it makes any significant amount Of profit, This is due to the fact that it works on very fine break-evens, significantly higher break-evens than traditional Package tours. The reservation system is not faultless though and often overbooking and underbooking occur. Market research has shown that value for money is the third most important aspect of the KE trip, The price of the tickets along with the activities offered and the flexibility and the quality of the service mean that many backpackers feel they are often obtaining value from KE, To date KE has ‘managed to maintain this perception and this is one of the fundamental reasons why KE is the success itis today. However, KE does not intend to stand still. Neil Geddes knows that to stay ahead of the competition it must always improve its service offering: ‘We are our own biggest threat, being seen as mainstream oF not leading edge, or by becoming a service that is perceived as not being for independent travellers. We must continually move with the market to ensure we offer the best possible experience for our customers, ‘The challenges for KE are clear and present. It needs to be leading edge but not mainstream. It also needs to ensure it avoids getting labelled a “booze bus’ like Contiki has been. Finding high quality bus driversis always a constant source of ‘worry, ass the reservation system. “Hey, Rory!" shouts Rob, as Rory walks towards the backpackers. ‘Did you ever work out the answer to your question?" Rory turns, puzzled. ‘What question . . .oh you ‘mean the one about why Kiwi Experience is so successful” “That's it! Did you ever work it out?” Rob repeats. ‘Yeah I think I did . ... no, | know | did,’ Rory says forcefully. “I's just difficult to express it all; maybe one day I'l put it down ‘on paper.’ "Well don't forget to mention me if you ever do, laughs Rob. ll Questions for discussion 1. Why/s attracting first-time customers so important to KE? How does KE attract these customers and what else could itdo to increase sales? 2 How has KE attempted to overcome the problems that the distinctive aspects of services present to marketers? 3. Why are the drivers of the buses so important to KE? How can KE manage the drivers to maintain or increase their effectiveness? 4 Does this case suggest that some service organisations are ‘more suited to relationship marketing than others? Drawa continuum indicating where various services organisations may lie on a scale that has ‘felationship marketing of great importance’ and ‘relationship marketing of litie importance’ at polar ends. 5 What factors may limit the growth of KE? What can the directors of the organisation do to ensure this does not occur?be . Daz Parta cases Ili Appendix Debate on how to travel in New Zeala nd ose eh: jonn Mi Heading toNew Zealandon Friday and don't know whether to book the Magic us or the NAM Eypetience. Which Is better? The Magic Bus hay an al inclusive accommodation option ‘which might be better, Weare nwo 25 year old Males traveling together Post at 2: Sander 2st Sep 05, 11:59 Neither. Hire a car and drive yourself, oF use intercity Newmans coaches. These backpacker tour companies offer nothing you ‘couldn't get from reading a Lonely Planet—thatis, they te not ‘worth the premium cost, especially since they'll goon to push countless activities’ on you that they get commission for. {1d really go for renting a car personally—there are way too ‘many beautiful places along the road where you just have to stop and take a longer look around, and having the freedom todo thisis a great goodness. That said, on average (individual groups differ of course) the Kiwi Experience is even more party oriented than the Magic Bus. with a higher percentage of drunken teenagers, 0 unless one or the other goes to a place you absolutely do ‘Rot want to miss, that’s probably what you should decide on if you want to do a tour anyway. Post # 3: Manito 22nd Sep '05, 02:11 Sander, not everyone wants to drive. Some people just want to sit back and enjoy and let a professional guide take them on a ride. What's good for one is not good for another. The person who posted this and his mate might want to get drunk and meet lots of girls and travellers and still see the scenery. And if not, then so be it. 50 to answer your question of Magic Bus or Kiwi Experience: As far as getting drunk goes you don’t have to. ‘No one will pour it down your throat, And no matter what the river says you can choose your own accommodation on Kiwi Lxperience. If you go alFinclusive you can be sure that you will be staying in a good place. They won't put you in a dump. They do take you to the best places, and sure, Sander is right, there ARE countless places to stop and gaze, but what you ‘ee will not disappoint you. Both Kiwi Experience and Magic cover much the same tracks—always have done—as NZ 1s a small country. 1 personally would go for Kiwi Experience; they just have a better reputation. ‘And what's wrong with making commission? This website makes commission, the travel agent who books your fight and sells you insurance makes commission, all businesses, make a commission. Call it a service fee if it makes you feel better. People don't do things for nothing in our part of the world, And the Lonely Planet won't deliver you to the activity, ‘and book it for you. Post #4: Sander 22nd Sep'05, 09:36 Manito: Sure, not everyone wants to drive. But | remember very well from when | just arrived in New Zealand that the Kiwi/Magic/Stray buses are pushed in such a way (with overwhelming presence in hostels and the like) that they ‘seem almost the only choice. Telling about alternatives seems, worthwhile, Having myself travelled with the Kiwi Experience, travelled ina campervan, travelled with intercity coaches and rented a car, can give a pretty accurate recommendation for people like me. (Like, | don’t mind the tours getting commission, but | do mind the way they push the activities, again and again.) I'm fully aware that not everyone is like me’, but threads like this work because multiple people will give their opinion: they can decide which of those people seem to have a similar ‘mindset and based on that how much attention to pay to each recommendation,