Last night I received a most unusual, and welcome, email from CruiseMates.com; a website that I visit once in a great while. It is more of an information hub than a message board community (which also has information but mostly from its members) such as CruiseCritic.com. The CruiseMates email was entitled, "Thank Your Travel Agent". It is posted on its website and is worth a read.
It tries to succinctly explain that travel agents are under tremendous pressure in this economy because many in the cruising population are also feeling the pinch, so they cruise less often, on slightly less expensive cruises or worse: after much effort by the travel agent, are cancelling the cruises when final payments become due.
One of the points mentioned is that travel agents are paid a commission on the sale of a cruise, but not on the total cruise cost. Now, with added fuel supplements ($12 per person per day), increased taxes (ex. Alaska's $50 per person tax) and higher port charges and "NCFs" (Non-Commissionable Fares), the travel agent is earning a commission on a smaller percentage of what you are paying...which results in you potentially receiving a smaller discount than you might be expecting.
But, from the travel agent's perspective things actually get worse. The way commissions generally work is that the more the travel agent sells the higher the commission the cruise line will pay him/her. But some of the cruise lines are moving the bar, so that now travel agents have to sell more cruises, with commission earned on a lower percentage of the total cruise fare, before they earn higher commissions.
I will now add to the mix a statistic that a cruise line representative shared with me at a private lunch the other day: On average a travel agent only retains 20% of its clients for booking future cruises.
With such a lack of loyalty and the loss of the ability to discount the total cruise prices, things seem pretty bad. Is it all "gloom and doom"? Is the Perfect Storm about to strike????
To the contrary, things are looking pretty good for the best agents. Why?
I look at the posts on sites such as Cruise Critic, the growing list of other message boards, and the emails I receive asking me to post on those boards. It always makes me wonder why all of the "customers" that read the message boards just don't ask their travel agents for the information. The reason is that, in large part, they opt for purchasing the lowest cruise fare, but no or poor support. When a "customer" takes that approach there could never be any loyalty because it is the price...and only the price...that brings the client to the travel agent. (Of course it also brings the potential for problems, misunderstandings, disappointments, lost upgrade opportunities, wonderful shoreside opportunities to be lost, lesser quality tours, etc., etc., etc.)
Then there are other ways to improve the quality of a cruise experience for a client.
1. I am a member of a consortium, Ensemble Travel, which provides my clients with numerous added values including such things as negotiated discounts, complimentary shore excursions, onboard credits, complimentary spa treatments, in cabin gifts, etc.
2. If you have not been to an particular area I provide you with the latest guide book on the area as well as another gift after your final payment.
3. I provide real support and information for my clients. If you are going to Greece, I have a fantastic driver-guide. If you want to know how to see Barcelona I can tell you, in detail. I have a wealth of information Russia...including the differences between cruising on Cruise Line X vs. Y. In fact, as my map below shows, I have been to a significant majority of the ports you probably would visit on your cruise. And for those I haven't visited, I probably have input from clients that have visited them.
4. I have an excellent relationship with the cruise lines. I push for upgrades, fight for exceptions and, if necessary, rebook clients so they get the best value.
5. I am there before, during and after the cruise to address whatever the issues are...even if they are issues that I really have no responsibility for.
6. I discount and/or give added value (cruise line restrictions dependent) on literally every cruise.
As the CruiseMates article ended, so shall I, "So, let's hear it for the travel agents. If you have a good one then stick with her and make sure she always gets her commission (even if you book directly). This is one business where they really earn their money, with their knowledge, attention to detail and dedication to doing the job right. If you have a good travel agent you know it. If you don't, then it is time to shop around for a new one. Only the best are likely to survive the current economic conditions."
Showing posts with label Barcelona. Show all posts
Showing posts with label Barcelona. Show all posts
Friday, August 1, 2008
Thursday, July 31, 2008
Ship's Tours, Private Tours or Doing It On Your Own
I am frequently asked if the generic question of I would recommend taking a ship's tour. My answer invariably is, "It depends." And it depends on a number of factors.
The first thing I look at is whether there is anything unique about the tour. In October I am taking a Seabourn tour in Kusadasi which has two parts. The first part is a tour of Ephesus while the second part is a tour of a small village with a cooking class. If it was just the first part I would say, "Don't bother. Take a taxi to Ephesus and pick up a private guide at the entrance. You will have less people, more information and you can do it at your pace." Walking tours of Halifax, a visit to the New England Aquarium, the beach in Mykonos or lunch in Marseille you can do on your own in more comfort and at your own pace. But a cooking class for a limited number of people in a small town in Turkey. Even if you could privately arrange it, the time, logistics and hassle alone...no less even knowing where to start with such an event....makes the ship's tour an almost ideal solution. Others: a visit to a specific private chateau in Bordeaux; an early morning boat ride up close to glaciers; tours tied into onboard educational courses, etc.
The second thing I look at are the logistics of getting there, doing it and getting back to the ship. In August I am going on a Royal Caribbean cruise (Mariner of the Seas) and will be stopping in Cozumel. We will be taking the ship's tour of the Mayan ruins at Tulum. In order to take this tour you must take a ferry (more like a rocky boat) to the mainland, then a bus to Tulum and eventually the ferry back to the ship. While I could arrange a private tour and I do not relish sharing this experience with potentially hundreds of my fellow passengers, I relish less the thought of missing the ferry or it being delayed and the ship sailing without me. This particular tour is cancelled from time to time because of rough seas and the ferry is delayed at times for the same reason. When you are on a ship's tour you are protected from the possibility of the ship leaving without you. Doing it on your own is doing it at your own risk. I recall quite a few passengers left in Civitavecchia when there was a snap strike on the trains from Rome. The ship left them behind, without their passports, and the next port was in France. Independence is a wonderful thing...but I caution it should be exercised with caution.
The third thing I look at is whether there is a private tour option. There are many times when there is a private tour that is better than the ship's tour and it is (especially when paying for 2 or more people) less expensive. An example is a tour of Athens. In October I am providing those on my Seabourn Spirit Food & Wine Cruise a complimentary tour of Athens and Cape Sounion. Our guide will meet us at 7:30 am so that we beat the crowds and the afternoon heat. After providing us with a beautiful overview and explanation of the Acropolis from a nearby park we will arrive just as the Acropolis opens...before the crowds are even getting on their buses...and will be able to enjoy the site for quite a while ourselves. Then passing the masses as they arrive, we will head off to some of the other sites followed by a wonderful visit to the Temple of Poseidon followed by a waterside lunch in a nice taverna with a real menu. Doesn't that sound much better than climbing in a bus, standing on your toes to get a glimpse, shouting "Can you speak up. I can't hear you." and then waiting while "that person" just needs to make one more purchase?
The fourth thing I look at is price and value. There is a difference between the two. Sometimes you know you are being overcharged, but if you want the experience enough it remains of value. As I mentioned, sometimes a private tour is a far better value than a ship's tour, but then there are tours that you can only obtain through the ship. One example above is the cooking class in Turkey. Another might be a zipline in the Caribbean. Is that one hour tour - and 10 minutes of excitement - worth $80.00? For me there is no way I would spend that kind of money, but others would find the experience something to think back on and talk about for years.
We were in Tahiti last year on the Regent Seven Seas Paul Gauguin and took the Swim with the Stingrays tour as part of Regent/Jean Michel Cousteau's incredible and unique Ambassadors of the Environment program. Well, we thought this might be a bit better than Captain Marvin's private tour in Grand Cayman and was it ever. It turned into my family's first experience swimming with sharks (black-tipped reef sharks) and the beginning of their appreciation of sharks and a willingness to venture a bit out of their comfort zones to experience nature. Incredible value.
I also look to see if an independent option is available. Taking a walk to the fish market in Marseille followed by a wonderful bouillabaisse lunch does not need a ship's or private tour nor does a walk around Charleston, South Carolina with a buggy ride and some good ol' southern cooking. Halifax is a great place to wander and they even offer recorded walking tour rentals on the pier for only a few dollars. Le Lavendou, France has a wonderful local market where you can get lost for a couple of hours followed by a lunch seaside. Barcelona is one of the great walking cities where shops, markets food, culture, architecture, etc. come at you from all sides, but in a fun and not overwhelming way.
Theory is one thing, but reality is another.To be sure, independence is good for some and not so good for others. For many travelers the concept of not having to worry or having it all planned out is one of the very reasons they go on cruises. For that sort of traveler I would caution against striking out on your own. You can most certainly enjoy these cities and have the comfort of a tour, ship or private.
So when asking, "Should I take a ship's tour?" you should first ask what it is that you want to do, where you want to do it and might I be better off doing a private or independent tour. Only then will you be able to truly access the benefits and/or pitfalls of a ship's tour.
The first thing I look at is whether there is anything unique about the tour. In October I am taking a Seabourn tour in Kusadasi which has two parts. The first part is a tour of Ephesus while the second part is a tour of a small village with a cooking class. If it was just the first part I would say, "Don't bother. Take a taxi to Ephesus and pick up a private guide at the entrance. You will have less people, more information and you can do it at your pace." Walking tours of Halifax, a visit to the New England Aquarium, the beach in Mykonos or lunch in Marseille you can do on your own in more comfort and at your own pace. But a cooking class for a limited number of people in a small town in Turkey. Even if you could privately arrange it, the time, logistics and hassle alone...no less even knowing where to start with such an event....makes the ship's tour an almost ideal solution. Others: a visit to a specific private chateau in Bordeaux; an early morning boat ride up close to glaciers; tours tied into onboard educational courses, etc.
The second thing I look at are the logistics of getting there, doing it and getting back to the ship. In August I am going on a Royal Caribbean cruise (Mariner of the Seas) and will be stopping in Cozumel. We will be taking the ship's tour of the Mayan ruins at Tulum. In order to take this tour you must take a ferry (more like a rocky boat) to the mainland, then a bus to Tulum and eventually the ferry back to the ship. While I could arrange a private tour and I do not relish sharing this experience with potentially hundreds of my fellow passengers, I relish less the thought of missing the ferry or it being delayed and the ship sailing without me. This particular tour is cancelled from time to time because of rough seas and the ferry is delayed at times for the same reason. When you are on a ship's tour you are protected from the possibility of the ship leaving without you. Doing it on your own is doing it at your own risk. I recall quite a few passengers left in Civitavecchia when there was a snap strike on the trains from Rome. The ship left them behind, without their passports, and the next port was in France. Independence is a wonderful thing...but I caution it should be exercised with caution.
The third thing I look at is whether there is a private tour option. There are many times when there is a private tour that is better than the ship's tour and it is (especially when paying for 2 or more people) less expensive. An example is a tour of Athens. In October I am providing those on my Seabourn Spirit Food & Wine Cruise a complimentary tour of Athens and Cape Sounion. Our guide will meet us at 7:30 am so that we beat the crowds and the afternoon heat. After providing us with a beautiful overview and explanation of the Acropolis from a nearby park we will arrive just as the Acropolis opens...before the crowds are even getting on their buses...and will be able to enjoy the site for quite a while ourselves. Then passing the masses as they arrive, we will head off to some of the other sites followed by a wonderful visit to the Temple of Poseidon followed by a waterside lunch in a nice taverna with a real menu. Doesn't that sound much better than climbing in a bus, standing on your toes to get a glimpse, shouting "Can you speak up. I can't hear you." and then waiting while "that person" just needs to make one more purchase?
The fourth thing I look at is price and value. There is a difference between the two. Sometimes you know you are being overcharged, but if you want the experience enough it remains of value. As I mentioned, sometimes a private tour is a far better value than a ship's tour, but then there are tours that you can only obtain through the ship. One example above is the cooking class in Turkey. Another might be a zipline in the Caribbean. Is that one hour tour - and 10 minutes of excitement - worth $80.00? For me there is no way I would spend that kind of money, but others would find the experience something to think back on and talk about for years.
We were in Tahiti last year on the Regent Seven Seas Paul Gauguin and took the Swim with the Stingrays tour as part of Regent/Jean Michel Cousteau's incredible and unique Ambassadors of the Environment program. Well, we thought this might be a bit better than Captain Marvin's private tour in Grand Cayman and was it ever. It turned into my family's first experience swimming with sharks (black-tipped reef sharks) and the beginning of their appreciation of sharks and a willingness to venture a bit out of their comfort zones to experience nature. Incredible value.
I have an incredible private guide that I use in Florence. She makes the city and the art and architecture come alive...and she is charming. Want to miss most of the lines in Italy? Use a private guide. Want a real explanation of what you are seeing? Use a private guide. Are they a bit expensive? A bit (but not so much for a family of four), but oh is there value.
I also look to see if an independent option is available. Taking a walk to the fish market in Marseille followed by a wonderful bouillabaisse lunch does not need a ship's or private tour nor does a walk around Charleston, South Carolina with a buggy ride and some good ol' southern cooking. Halifax is a great place to wander and they even offer recorded walking tour rentals on the pier for only a few dollars. Le Lavendou, France has a wonderful local market where you can get lost for a couple of hours followed by a lunch seaside. Barcelona is one of the great walking cities where shops, markets food, culture, architecture, etc. come at you from all sides, but in a fun and not overwhelming way.
Theory is one thing, but reality is another.To be sure, independence is good for some and not so good for others. For many travelers the concept of not having to worry or having it all planned out is one of the very reasons they go on cruises. For that sort of traveler I would caution against striking out on your own. You can most certainly enjoy these cities and have the comfort of a tour, ship or private.
So when asking, "Should I take a ship's tour?" you should first ask what it is that you want to do, where you want to do it and might I be better off doing a private or independent tour. Only then will you be able to truly access the benefits and/or pitfalls of a ship's tour.
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