data privacy and gdpr · bilbao don’t miss this basque beauty responsible business why we must...

Bilbao

Don’t miss this Basque beauty

Responsible business

Why we must keep doing the right thing

Playing it safe

Meetings and events security – need to know

CWT’s business travel magazine | UK & Ireland | Autumn 2017

Data privacy and GDPR

Why it matters and what you can do. Our experts give their advice.

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© 2017 CWT

Carlson Wagonlit Travel Maple HouseHigh StreetPotters BarHertfordshireEN6 5RFUnited Kingdom

E: [email protected]: @carlsonwagonlitcarlsonwagonlit.co.uk

Editor: Kelly Alexander [email protected]

Designer: Tom Hedges [email protected]

Advertising opportunities: Adam Grimshaw [email protected]

Contributers: Aurelie Molins Gianluca TrezziJo GeneenMaaike BoerMartina SchneiderMickael GoldschmidtPäivi LappiSandra LastraSasa CarpanedaSidse Rolskov

Produced by CWT UK & Ireland Marketing:

Welcome to the autumn issue of Connect Magazine!

Ihope you are feeling refreshed after the summer break. We’ve had a very busy summer here at CWT, launching our new dedicated hotels service, RoomIt, securing our

exclusive partnership with International SOS, now for our CWT Meetings & Events clients too. Plus we’ve published our latest Responsible Business report, which shows our commitment to operating sustainably and ethically and why you and we think that’s important.

At CWT Solutions Group, the team have been busy predicting the future – by using historical data to forecast pricing for flights and accommodation around the world, they’ve developed a trip estimator that can help you to plan ahead and make realistic budgets – check out their plans in this issue.

Something that should be on all of your radars is the rapid approach of the GDPR, a new European-wide legislation that is going to affect all companies – but especially in travel. We explain what you need to know and what consent you’ll need to get from your travellers – read more from our expert Samantha Simms on p7.

And if you’ve got the post-summer holiday blues, we bring inspiration for your next trip in the form of Bilbao. This gem of a city in Spain’s stunning Basque region has exceptional culture and architecture alongside some of the best dining experiences in the world. It’s definitely one to add to the bucket list!

So what are you waiting for? Read on to find out more!

Johan Wilson VP and country director UK & Ireland, Carlson Wagonlit Travel

► GDPR – Privacy points to 2018 07

With new legislation coming soon, find out more about this topic and why you need to act now to keep your travellers travelling in 2018.

◄ Joining forces 21

Comprehensive security at meetings and events is becoming more and more important. To meet the challenges travel and event planners face, International SOS and CWT Meetings & Events is offering a groundbreaking comprehensive safety and security package.

Inside...

► Solutions focused 13

Geraldine Valenti talks about the big plans ahead for CWT Solutions Group, including the innovative Trip Estimator.

► Integrity, caring, leadership and passion 27

Our responsible business report shows how the hard work, dedication and engagement of our 18,000 employees across the globe is ensuring that we are taking our corporate social responsibility to the next level.

▼ Bilbao: From iron to titanium 31

Once the bedrock of the iron and steel industry, this Basque city has been transformed and shines as brightly as the façade of its most iconic building. Food, culture, architecture; Bilbao has it all.

© Bilbao Tourism & Convention Bureau

Always a pleasure nh-hotels.com

“I love NH excellent locations. They’re so closeto my meetings that I’ve got time to restand also see the city”.Anna. Frankfurt.

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Data privacy and GDPR

Next year a new set of data regulations will come into force that protect personal freedoms and shake up the travel industry ››

7Connect autumn 2017 - Data privacy and GDPR

The General Data Protection Regulation (GDPR) will begin on 25 May 2018. It replaces the Data Protection Directive of

1995 and reflects the world we live in, where personal information is at the core of many commercial transactions. The new regulation aims to protect all European Union (EU) citizens from privacy and data breaches and it will harmonise data privacy laws across the Union.

The requirements of the GDPR are unequivocal. It applies to all organisations processing the personal data of anyone living in the EU, regardless of where that entity is located. And companies are duty-bound to ensure they are accountable for every piece of data they process or control.

Organisations used to be accountable through their country’s authorities and each authority policed data protection differently, resulting in diverging standards across the EU. Now, compliance is not an option and the new legislation brings uniformity. Breach of the

GDPR is backed by hefty fines: €10 million or up to 2 per cent of a business’s annual turnover or €20 million or up to 4 per cent, depending on the infringement. “For the first time, data privacy laws have teeth,” says data protection officer for CWT Samantha Simms.

Simms continues: “The £850,000 in fines levied by the UK's Data Protection Authority, the ICO, could be as high as £69 million under GDPR fining rules. That equates to a 69 fold increase. A failure to get your house into order can have significant effect on a company's balance sheet."

Privacy by design is at the core of the regulation and means data protection should be included in the design of any process or system, rather than bolting it on as an after-thought. Transparency is key and that means consent has to be unambiguous. “True consent means I have the ability to say ‘no’ but still get the same desired outcome,” she says. “If I say no to receiving marketing promotions, I can still receive the same service. In travel, if I say ‘no ,̓ you cannot use my information’, it means we have to look at other legal basis for using personal information other than consent, otherwise, you can’t travel.”

Samantha Simms, data protection officer, CWT

Connect autumn 2017 - Data privacy and GDPR8

"For the first time, data privacy laws have teeth"

Samantha Simms, data protection officer, CWT

Gone are the days of contorted legalese and soft opt in or opt out. Consent also has to be affirmative and indisputable; the wording has to be abundantly clear and the owner of the data has to confirm that they agree to their data being used in a certain way – and they have the right to withdraw consent at any time. In addition, companies should understand how they use data and manage the personal information they are holding.

As a result, companies will need to be clear about legal basis for using personal data, collected according to the new GDPR requirements. In some cases companies will need to get fresh consent if their original means of collecting the information was not aligned with the strict rules under the GDPR.

“You need to say what you have, how you use it, why you use it, what security measures you have taken to protect it, who you transfer it to and how long you keep it; organisations have to have clear rules on retention and deletion of information so that they cannot keep personal data for ever and go on to use it for other purposes. Organisations need to understand where the data goes within a company’s eco system and outside it. That is a huge undertaking,” says Simms.

In addition, data controllers have to notify data breaches to the supervising authority within 72 hours. Given the complex world of data and data transfers, identifying that an incident has taken place, where it has taken place and the data impacted is no easy task. This is where understanding the internal data landscape is critical. This knowledge allows the controller to refer to the register of processing activities, identify detailed information about the characteristics of the impacted data, and quickly put in place mitigating measures. Agreements with all recipients of EU data outside the EU must ensure they have the same level of responsibility as a company in the EU and given different cultures and interpretations of data protection, that could be a foreign concept to them. ››

Connect autumn 2017 - Data privacy and GDPR 9

When consent is not required under the new regulations:

• Necessary for the performance of a contract

• Necessary for compliance with legal obligation

• Necessary to protect the interests of the person

• Necessary for the performance of a task carried out in public interest

• Necessary for purpose of legitimate interests of the company

Preparing for 2018CWT has been preparing for GDPR for two years. “We are well on the way to being fully prepared for the GDPR,” she says. The company has redesigned its programme on privacy and put together work plans to ensure it achieves compliance.

For the first time, there is a mandatory requirement across Europe for a data protection officer. Typically, this applies to public sector organisations, one that is involved in the large-scale processing of sensitive personal information on a systematic basis or that is doing profiling or automated decision-making such as credit checks. Samantha Simms is CWT’s dedicated privacy professional, who steers the work programme with the support of other compliance and privacy directors. “We are also key contributors on a travel industry wide Code of Conduct, as recommended by the GDPR, and have started discussions with a small group within the industry.”

Ahead of the gameSimms believes data inventory will be difficult within the travel industry because there are "so many suppliers in the chain and so many players to who we transfer information". Moving data across platforms to GDS and international transfers are just two examples. Agreements with all recipients of EU data outside the EU must ensure they have the same level of responsibility as a company in the EU and given different cultures and interpretations of data protection, that could be a foreign concept to them.

Any organisation must be able to audit and assess the ability of that recipient to comply with GDPR. “CWT is responsible for companies in our supply chain because they are processing information on our behalf, so we need to be able to ensure they are compliant,” says Simms.

Connect autumn 2017 - Data privacy and GDPR10

Did you know?

At CWT we have a data centre in Madrid and Nevada – we are one company, have one

eco-system and are governed by a group agreement on data

transfers. We are bound by global rules of transfers of

personal information.Simms explains that GDPR is not simply about ticking boxes to show compliance. “We work closely with the product and innovation teams to ensure that data privacy is a forethought for people using our technology.” She also believes in the rise of subject access and how good processes can “ensure people are able to access their data succinctly and easily”.

What to do

Understand your company’s approach to data privacy and engage your Data Protection Officer on initiatives involving personal information

Make a plan – make sure you have a clear timeline between now and when regulations change in 2018 – and engage key stakeholders

Be clear with travellers about which TMC is doing booking arrangements. For example, if they are using a self-booking tool, who is behind that?

If you are passing information to CWT, we need to make sure that you have received that information in the correct manner because as a data controller, we are now responsible for it

Be familiar with the CWT privacy policy and service offerings

Only use the information we provide through CWT AnalytIQs for travel analytics ■

Connect autumn 2017 - Data privacy and GDPR 11

Defining your data

Why do people use data – is it to prove themselves right or show

what’s going wrong? Aurelie Molins interviews Geraldine Valenti ››

Connect autumn 2017 - Defining your data 13

Did you know?

More than 160 consultants help CWT’s customers make the most of their travel and expense programmes and

provide insights.

I n the world of travel and meetings there is an abundance of data available to us – itineraries, expenses, flights, accommodation,

passport details, hotel loyalty points and air miles – it’s endless. But how do we target the right type of data to help deliver the biggest benefits to our business?

CWT Solutions Group’s director EMEA, Geraldine Valenti, describes how her team is enabling companies to make all of this ‘Big Data’ bite-sized and meaningful, through advanced analytics, bespoke reporting and providing key recommendations for travel and expense programmes. She also speaks to us about the launch of CWT’s latest data-led platform, Trip Estimator.


Geraldine Valenti, senior director, CWT Solutions Group

Geraldine has been with CWT for more than 11 years and is currently based in Paris where she has led CWT Solutions Group EMEA for the past three years.

She started her career in France as national account manager and in 2008 moved to Singapore with the global programme solutions team, where she spent six years leading customer management teams and CWT strategic customers in the region.

How would you describe CWT Solutions Group?

We are a consulting firm enabling both CWT and non-CWT customers to capture more value from their travel and expense programmes.

Our team of 160 consultants, based on all four continents, have a solid foundation of data capabilities and travel and expense knowledge. We aim to deliver our expertise to businesses through data insights, supplier management, traveller engagement and mobility consulting.

What do you offer businesses?

We pride ourselves on having a fully independent view of customers’ travel and expense programmes, delivering insight and savings in areas that matter most to them.

Each customer project is bespoke, addressing their specific needs and requirements, whether in the consultant team setup (in geography or experience), in the reporting or the recommendations delivered. We adapt our approach to the customer challenge.

What achievements are you most proud of?

We are really excited about our new platform Trip Estimator. It will help travellers and managers to understand the impact of their behaviour on travel spend. Whether it’s a traveller wanting to know if they are paying the right fare or an approver deciding the best time to travel, it allows users to see the average airfare for any given route.

It also shows which months typically have the lowest fares to that destination, which airline flies there most frequently, estimated hotel rates and more.

A number of our customers also use Trip Estimator to budget spend on a given project or when an HR department needs to evaluate relocation costs - It’s a great tool and we are really proud of it.

Two recent projects have been research around Last Room Availability (LRA) rates, which showed sizeable gaps between perceived and actual hotel room cost, and our study on ground transportation. This found that 49% of travellers were unaware of their company’s travel policy on ground transport and that local transportation was often an underestimated expense, representing 7-12% of their total trip costs.

We also just published our 2018 travel price forecast with our partners at GBTA. ››


Getting to grips with the data

What our clients say: I need to be sure the reports I deliver to senior management show the full picture of our travel spend.

What CWT Solutions Group know: Our studies show

that 30% of travel spend is purchased outside of travel policy approved channels.

Case Study

Brief:

A world leader in marketing communications struggled with combining data from 17 countries from many agencies in multiple currencies.

They wanted to better negotiate supplier agreements and increase visibility.

What we did: Consolidated and improved accuracy of company data using CWT advanced analytic tools then guided the company on contract performance goals, strategy and metrics. We helped the company consolidate to fewer agencies to simplify data flows.

And the result:

y Accuracy of data increased by 13% to 98%.

y The company can see full travel spend to improve negotiations with suppliers.

To find out more about CWT Solutions Group, access reports and research as well checking out the latest platforms such as Trip Estimator then head to cwtsolutionsgroup.com.

CWT Solutions Group is the consulting division of CWT. ■


Events to inspire in venues that will impress

At De Vere, we’re proud to provide memorable venues for meetings and events of all sizes in central London.

Whether you’re looking for somewhere grand and historic or a space that’s stylish and contemporary, our venues are flexible enough to accommodate all kinds of events.

From large scale conferences and glamorous award ceremonies or exhibitions, to intimate board meetings and team training days, our venues will impress.

Alongside De Vere Grand Connaught Rooms we also have De Vere West One, De Vere Canary Wharf, De Vere Devonport House and De Vere Holborn Bars.

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D0494 Connect Magazing Ad 210 x 297mm V2.indd 1 24/08/2017 09:59

Rental cars

y Local transportation is often an underestimated expense, representing 7-12% of total trip costs1

y Travellers have low policy awareness. In a recent CWT survey2 49% of all respondents said they were unaware of their company’s travel policy on local transportation

y For many travellers, the first and last miles are a source of hassle they would gladly do without

Traveller priorities y Cost, efficiency, convenience, speed and safety

y Timely, user-friendly payment channels and expense processes

Local transportation – the traveller perspective

The road to a better ground transportation programme

The challenge

Taxi

Uber/Lyft

Public transportation

Safer (than taxis & Uber)

Convenient booking (through the TMC or OBT)

Cost effective

Easy (door to door service and no booking required)

Privacy (compared to public transport)

Comfortable (no need to know directions)

End to end experience (booking and tracking)

Easy payment (in app card payment)

Safe (trust in the brand)

Cheaper

Saves time (Especially in big cities)

Reliable (Less impacted by traffic)

Connect autumn 2017 - The road to a better ground transportation programme18

Usage Travellers’ use of local transportation by home region (in % of trips)

North America

Asia Pacific

Europe, Middle East And Africa

Uber/Lyft 20%

37%

2%

41%

Car rental


Taxi

Uber/Lyft 14%

0%

43%

43%

Car rental


Taxi

Uber/Lyft 6%

2%

55%

37%

Car rental


Taxi

How to drive

improvementOverall satisfaction by mode of transportation

y Formulate a clear policy on local transportation globally including sharing economy services

y Communicate your policy well and often

y Make it easy for your travellers to access all options including apps and how to register for a corporate credit card

y Provide advice on how best to use local transportation at top destinations

y Share best practices and raise awareness of first-and-last-mile costs

y Make it easier to book travel within policy by using the latest technologies, including customization of CWT Portal with local mobility solutions ■

4.44.23.53.4

Scale 1-5

1 In a recent analysis using CWT’s T&E Decision Tree approach2 CWT Solutions Group’s Ground Mobility Study

Rental cars

Taxi

Uber/Lyft


19Connect autumn 2017 - The road to a better ground transportation programme

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Playing it safe

Comprehensive security at meetings and events is becoming increasingly important reports Jonna Gaertner ››

21Connect autumn 2017 - Playing it safe

"Safety and security precautions for the event alone are not adequate, particularly for meetings and conferences

lasting several days"

Global politics is in a state of uncertainty with security concerns growing among travellers and businesses. According to a study by

the German Travel Industry Association DRV, one in two business travellers are worried by the threat of terrorism, with many seeking assurances that the right security measures are in place before they attend a conference or event. This issue is also a concern for companies as they have a legal and ethical obligation to look after their travellers.

Yet, in reality how is it possible to increase security for participants at events? We can’t ignore the risks so security precautions need to come under scrutiny instead. CWT Meetings & Events has taken on this complex task. Together with International SOS, a leading service provider of health and safety for travellers, it's offering customers a comprehensive and up-to-date safety and security package.

22 Connect autumn 2017 - Playing it safe

Being realistic with safety and securityThe crucial factor is that all participants need a realistic assessment of the safety and security at an event. “The most important thing is that customers are well informed about the security arrangements at their chosen destination”, says Paul Stoddart, managing director of CWT Meetings & Events UK, Ireland and Benelux.

“Our groundbreaking partnership with International SOS will help prepare meetings and event organisers by increasing efficiencies and speed to action. It will also reduce the risk their people and organisations are exposed to and help us to empower our clients to be proactive about safety and security,” says Stoddart. A free professional risk assessment of the destination is available to all CWT customers, which can be carried out beforehand via International SOS providing meeting delegates with briefings from the experts.

Important local information Information on the current local situation is also an important aspect of safety and security during the event. Through the partnership participants can directly access specific information on the situation in the city or region at any time. Medical and security-related advice is also a crucial component of the offer: travellers receive an e-mail alert immediately in the event of an incident. They can also be located if there is an acute danger so that appropriate measures can be carried out as needed. ››


Safety and security in down timeSafety and security precautions for the event alone are not adequate, particularly for meetings and conferences lasting several days. Travellers also want to feel safe and secure during their leisure time. The basis for this is country-specific advice on how and where participants are able to travel outside of official events with suitable protection, and which situations they should avoid.

24 Connect autumn 2017 - Playing it safe

"As such, safety and security when travelling and for

events have also become an important element in employee

satisfaction and loyalty"

Expert assistance during emergenciesThe worst-case scenario also needs to be considered: what happens if meeting delegates are harmed at an event? If this happens, it is important that any casualties receive proper care in local hospitals, and are moved to suitable clinics or that a return journey home is organised if appropriate. Business travellers generally have no relatives or friends with them on their trips who would be able to take care of matters in case of illness or injury. What happens if communications are difficult as a result of language barriers? International SOS is able to provide support with everything on the ground, including administrative assistance, e.g. with settlement of charges. Their own doctors also monitor the state of the relevant travellers’ health in the assistance centres.

Reassurance for employeesSpecific measures such as those offered by CWT and International SOS may be crucial for a business traveller’s safe return home in the event of an emergency. However, simply knowing of the support provided in the event of an emergency also plays an essential role in their sense of wellbeing. ■


and what we’re doing about it. Maaike Boer reports ››

Why responsible

business matters

27Connect autumn 2017 - Why responsible business matters

"100% of our global requests for proposal enquire about CSR"

Françoise Grumberg, vice president global responsible

business, CWT

In June, CWT published its fifth annual Responsible Business report. The report showed how CWT is evolving in Corporate

Social Responsibility (CSR) and celebrates that CWT has achieved the EcoVadis Gold rating in April, making it to the top one percent of all companies worldwide for Responsible Business practices. This is a result of the hard work, dedication and engagement of more than 18,000 employees across nearly 150 countries and a demonstration of the companies’ core values: integrity, caring, leadership and passion.

We spoke with Françoise Grumberg, vice president global responsible business, to find out more about the importance of Responsible Business practices and why it matters to our customers and suppliers.

Connect autumn 2017 - Why responsible business matters28

Can you tell us why Responsible Business is so important?

FG: “Today Responsible Business (RB) is imperative to how any company conducts business. This is why we see a strong demand from our customers, in fact 100% of our global requests for proposal enquire about CSR.”

“Our clients, prospects and suppliers want to know that when they do business with us, they are partnering with someone who is fully committed to all aspects of RB. And at the same time, choosing a business partner with a sound CSR strategy, helps them achieve their own sustainability goals too. It’s also important for our employees and potential employees to know that we have firm governance around Responsible Business.”

What does Responsible Business involve?

FG: “Many people often relate RB to how we minimise our ecological footprint to have the least possible impact on the environment. That is an important dimension but at CWT we take a much more holistic approach to sustainability. We ensure that our programme targets the most relevant and important CSR issues to our organisation and to our key stakeholders. In total there are seven areas that we focus on; Responsible Business Governance, Ethics & Business Behavior, Human Resources, Human Rights, Environment, Responsible Products and Services and Community Involvement.”

You made significant progress in Responsible Business last year. Which achievement are you most proud of?

FG: “We finally achieved the EcoVadis Gold rating, making it to the top one percent of all companies worldwide for Responsible Business practices. That is a fantastic collective success that we can all be very proud of.” ››

Connect autumn 2017 - Why responsible business matters 29

Can you tell us a bit more about the EcoVadis rating? What did we do to climb from last year’s Silver rating to Gold?

FG: “CWT’s performance in environment, labour, fair business practices and sustainable procurement was evaluated by looking at our policies, actions and results. We have made significant progress in each of these areas. One area I would like to call out is. Responsible Purchasing.”

“Key stakeholders, such as clients and rating agencies like EcoVadis, regularly ask us to prove that we are engaged with our supply chain to minimise RB risks. In addition, regulations in some countries are increasingly putting pressure on companies to take responsibility for what goes on in their respective supply chains. This explains why sustainable procurement accounts for more than one quarter of the EcoVadis rating.”

“One action we put in place that helped achieve our Gold rating was the strengthening of our responsible supplier programme, launched in 2014. Other major elements were our policies and training programmes within the ethics and compliance domains.”

And from a personal perspective, what do you do to make sure you live your life responsibly and sustainably?

FG: “I make sure my professional activities are in line with my own values and never in conflict. This makes me feel comfortable in what I do on a day to day basis. I try to inspire others to do their best in order to always include a CSR dimension to what they do. And last but not least I take all opportunities to educate others and give examples of behaviours that can help make a difference.”

How CWT is more responsible than ever: y CWT’s 80 dedicated responsible business

members across 32 countries collaborate and together define key programs and initiatives, and identifying specific areas for progress

y 22 countries representing 80% of CWT’s revenue are reporting their environmental impact

y For the sixth consecutive year, CWT retained its commitment to the UNGC by pledging support to the Ten Principles of the Global Compact

y Over 99% of employees are trained in our ethics and compliance programme and all CWT’s senior management are going through training for the responsible supplier code

y CWT employees are made up of over 150 nationalities and 50% of director level roles and above are held by women

y We maintain a zero-tolerance stance on bribery and corruption

y CWT collaborates with International SOS to further protect their employees when travelling. ■

Connect autumn 2017 - Why responsible business matters30

From iron to titanium

Surrounded by mountains, once the bedrock of the iron and steel industry, and defined by its huge ironworks, Altos Hornos, this city has transformed itself to shine as brightly as the façade of its most

emblematic building. Feature by Sandra Lastra ››

Bilbao

© Bilbao Tourism & Convention Bureau

31Connect autumn 2017 - Bilbao

"Frank O. Gehry’s masterpiece: the Guggenheim Museum

Bilbao. This fantastic building, which celebrates its twenty-year anniversary this year, captivated

the world and really put the Basque capital on the map"

© FMGB Guggenheim Bilbao Museoa, 2017. Erika Barahona Ede. Reserved Rights. Total or partial reproduction is forbidden.

Those who grew up there remember the Bilbao of iron: the fiery breath emanating from the chimneys of Altos Hornos de Vizcaya, the

biggest company in Spain for most of the twentieth century; the ships loaded with containers, sailing up the estuary to the bridge at La Salve; the huge cranes unloading at the shipyard docks…

And then it arrived; Frank O. Gehry’s masterpiece: the Guggenheim Museum Bilbao. This fantastic building, which celebrates its twenty-year anniversary this year, captivated the world and really put the Basque capital on the map. Its construction was the catalyst for the regeneration of an industrial city which today is regarded as a benchmark for art, architecture and tourism, as well as continuing to be one of the main business centres in the country.

Bilbao’s ensuing urban transformation has won countless awards including, in 2010, the Lee Kuan Yew World City Prize, considered the Nobel prize for urbanism.

32 Connect autumn 2017 - Bilbao

Zubizuri Bridge and Isozaki Towers© Bilbao Tourism & Convention Bureau

The Ripa dock has also had a facelift. Previously rather sad and neglected, with no real attractions other than the odd nightspot, it is now one of the most fashionable areas of the city.

And then there is Uribitarte, where you can find the Zubizuri footbridge, designed by the Spaniard Santiago Calatrava, and the Isozaki Towers, a building complex designed by the Japanese architect Arata Isozaki, an extravagant gateway to the estuary from the Ensanche district.

The Abandoibarra district is home to the docks of Campa de los Ingleses and Evaristo Churruca. Promenades, gardens and playgrounds have replaced the old shipyards. Strolling through these areas, you can behold Bilbao’s most innovative architecture: the Guggenheim Museum, the Euskalduna Palace, the Iberdrola Tower, the auditorium of the University of the Basque Country, the Pedro Arrupe footbridge, the new San Mamés stadium, etc. This modernity stands in stark contrast with the traditional character of the University of Deusto, one of the most famous universities in Spain, situated on the opposite bank, and the imposing presence of ‘Carola’. This enormous crane, a testament ››

University of Deusto and Pedro Arrupe footbridge© Basquetour

The domino effectThe revelation of the Guggenheim Museum Bilbao brought about other projects, including the clean-up of the estuary, which today is a true thoroughfare for the city and stages sporting events such as traditional rowing regattas, and also hosted the finals of the Red Bull Cliff Diving World Series in 2014 and 2015.

The revitalised River Nervión was the heart from which the city blossomed, its banks revived due to the construction of impressive promenades and the regeneration of the docks, particularly the left bank.

From the underclass to the bohemian, the Marzana dock is the perfect place to enjoy the fresh air, taking in the views of Bilbao’s old quarter, with the newly renovated Ribera market, and the bridge and church of San Antón, emblems on the city’s coat of arms. There are also many interesting galleries just waiting to be discovered, as well as one of the best restaurants modern Bilbao has to offer: Mina.


to the city’s industrial past, was constructed between 1954 and 1957, and was the most powerful lifting machine in all of Spain with a capacity of 30 tonnes. Formerly employed in big shipbuilding, today it forms part of the exhibitions within the Bilbao Estuary Maritime Museum.

Opposite Carola, at the other end of the Euskalduna bridge, on the riverside Botica Vieja street in the Deusto district, is the so-called Tiger Building, another of the most popular symbols from Bilbao’s industrial past. Originally designed by the architect Pedro Ispizua to house Jesús Muñoz Mendizábal’s belt factory, its defining feature is the colossal tiger that sits atop the building, sculpted by Joaquín Lucarini.

The spectacular transformation of the estuary almost suspends belief; to prove that point the creators of The Matrix, the Wachowskis, chose it as the futuristic backdrop for their film Jupiter Ascending.

Tiger Building© Basquetour

Famous architects and designersThe banks of the River Nervión are not the only place where you can witness the work of famous architects and designers. In Bilbao, they say that if you’re going to do something, do it well and do it big. Norman Foster, the British architect who won the Pritzker prize in 1999, designed the eight principal stations of the Bilbao Metro. The steel and glass structures marking the entrances and exits, affectionately known as ‘fosteritos’ after their creator, have become further emblems of the city’s transformation.

No visit is complete without a trip to the former wine exchange, transformed by the brilliant French industrial designer Philippe Starck. Converted into a magnificent cultural and leisure centre, and renamed Azkuna Zentroa (Azkuna Centre) in tribute to the late mayor of the city, Iñaki Azkuna, visitors can marvel at its spectacular columns and view the swimmers through the transparent floor in one of the pools within the sports complex. It is worth taking your swimming costume and paying for a ticket to enter the gorgeous pool area. It’s not every day you get to swim and sunbathe in a Starck masterpiece!

Ground floor of Azkuna Zentroa © Azkuna Zentroa

Fosterito. © Bilbao Tourism & Convention Bureau


Puerto Viejo de Algorta © Basquetour

Pintxos of Víctor Montes in the New Square© Casa Víctor Montes

What to doCelebrate the muses. It is essential to dedicate a day to art. The Guggenheim Museum Bilbao has a superb permanent collection and also puts on some fascinating temporary exhibitions. Just entering the impressive atrium of the museum and looking up at the ceiling is an experience in itself.

But the Guggenheim Museum is not the only place to view art. Two minutes on foot and you find yourself at the Museum of Fine Arts, where you can see works by El Greco, Ribera, Zurbarán, Murillo, Goya, Sorolla, Bacon and Zuloaga, to name a few. The gallery has a cafeteria which opens out onto Doña Casilda park, the prettiest green space in Bilbao and an excellent place to take a break from your artistic marathon.

Enjoy the views from the sea and air. Bilbao is a very accessible city, and the best way to get around and discover all the new and old architectural delights is on foot or by bicycle. However, it is definitely worth getting a bird’s-eye view, and you don’t need to hire a helicopter for the pleasure; the Artxanda funicular railway takes you up to one of several viewpoints around the city.

You can get a different perspective on the city by taking an excursion on board the ‘Txinbito’. This popular boat sails up the estuary to Portugalete, home to the spectacular Vizcaya Bridge. From there, you can walk along the coast through the bourgeois neighbourhoods of Las Arenas and Neguri until you reach the picturesque Old Port of Algorta.

Food, food, food. The Basque Country has more Michelin stars per square kilometre than any other place in the world. Food is a serious business for the Basques, and it is an unbeatable experience to have the privilege of dining at a table in Azurmendi, Arzak, Akelarre, Martín Berasategui, Mugaritz, Zarate, Nerua, Etxanobe, Zortziko, Mina, Andra Mari, Etxebarri, Boroa, or countless others. However, good gastronomy is an inclusive affair in the Basque Country, where bad food is almost unheard of. There are some excellent tours in Bilbao for ‘pintxos’, the Basque version of tapas. These snacks encapsulate the best of Basque gastronomical brilliance and are a feast for the senses. El Casco Viejo, Ledesma, Diputación and García Rivero are some of the best places to taste these delicacies, though the whole city pays homage to good food.

Those with a sweet tooth won’t be disappointed in Bilbao either: the buns at La Suiza bakery and the truffles at Arrese are venial sins. Other gems of Basque patisserie include ‘bollos de mantequilla’ (cream buns), ‘pasteles de arroz’ (custard tarts) and ‘carolinas’ (meringue tarts). ››


The perfect destination for eventsBilbao is a perfect location for meetings, incentive trips, conferences and exhibitions. Bilbao Airport, designed by Santiago Calatrava, operates more than 600 flights every week, with connections to all the major European cities. What’s more, the Port of Bilbao has a fully functional cruise terminal.

The hotel offering in the city is excellent with a wide range of options. Among the best are Gran Hotel Domine Bilbao, directly opposite the Guggenheim Museum; the Meliá Bilbao, next to the Euskalduna Palace, and the NH Collection Ría de Bilbao, with views of the Zubizuri and the Isozaki Towers.The venues are magnificent: the Bilbao Exhibition Centre, Euskalduna Palace, Iberdrola Tower, Azkuna Zentroa, San Mamés, Yimby, La Ribera, Bilbao Estuary Maritime Museum, a huge choice of manor houses in Getxo, the Txinbito boat, etc.

As well as all that Bilbao has to offer, the surrounding area is just as spectacular. You can opt to visit cities such as San Sebastián, Vitoria, or the historic town of Guernica and its neighbouring communities in Urdaibai, a biosphere reserve.

One cannot forget the deeply ingrained maritime tradition of the region, and the Basque coastline is littered with beautiful fishing villages such as Bermeo, Elantxobe, Getaria, Ondarribia, Mundaka (with its special left-breaking wave) and Lekeitio.

Nature lovers will also be in their element here. There are numerous excursions on offer, but one of the most interesting options is a visit to the Oma forest, where you can appreciate art surrounded by nature. In 1984, local sculptor and painter Agustín Ibarrola used the pine trees and rocks of the forest as his canvas, and visitors experience his work based on the path they choose through the woods.

© Basquetour


"As well as all that Bilbao has to offer, the surrounding area is

just as spectacular"

And let’s not forget the wines. What was once the white table wine of the region, Txakoli, now has an esteemed designation of origin: Bizkaiko Txakolina. And from Vizcaya to Álava: La Rioja Alavesa is recognised worldwide for the quality of its wines. Its beautiful towns - Laguardia and Elciego are not to be missed - and wineries will leave you spellbound. And here in these medieval enclaves, amid the vineyards, are two more masterpieces. Santiago Calatrava designed the Ysios Winery in Laguardia, and Frank O. Gehry the spectacular winery hotel Vinos de los Herederos del Marqués de Riscal in Elciego which, with its titanium canopies, is reminiscent of the building where it all began. ››

Bodegas Ysios © Basquetour

Hotel Marqués de Riscal © Basquetour


Marijaia © Bilbao Tourism & Convention Bureau

The new cathedral. You would be hard pressed to find more passionate fans anywhere in the world than Athletic Club fans. The city and the whole province are united in their support for a legendary football team which, true to its tradition, is the only professional club where its young players come first, above all else, and which only signs Basque players.

Their devotion is complete and absolute. One of the top attractions in Bilbao must be to attend a ‘Lions’ match at San Mamés. Setting foot in the stadium fondly known as ‘the cathedral’ is a spiritual and unforgettable experience. The appetite for renovation in Bilbao was also extended to San Mamés, and the old stadium was demolished at the end of the 2012/13 season, only to be rebuilt a few metres away. In September 2013, the new stadium was inaugurated: a fabulous structure that, naturally, looms over the estuary.

Festival summers. In the summer, the city’s calendar is filled with artistic events and festivals. La Aste Nagusia (‘Big Week’ in Basque) is the culmination of the season. For seven days, the city streets are a hive of activity from sunrise to well after sunset. Only the most punctilious go home after the midnight fireworks display. There is a wild array of music, theatre, folklore, gastronomy, sports and entertainment, so the most popular way to make the most of it is to pull an all-nighter and head home after breakfast.

The build-up to the arrival of Marijaia - the icon of the Big Week – includes the BBK Music Legends Festival in June and the Bilbao BBK Live in July. These sensational festivals always attract a line-up of renowned musicians from all around the globe.

For those who prefer something a bit more low-key, there is always the Bilbao Symphonic Orchestra season (BOS: Bilbao Orkestra Sinfonikoa) or the International Jazz Festival in Getxo.

CWT offers 6 direct daily flights from the UK to Bilbao departing Stansted, Manchester, Heathrow and Gatwick. There are over 70 accommodation options in Bilbao bookable through CWT. ■

© Athletic Club


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