One concern I frequently encounter, and a commenter on this blog mentioned again yesterday, is that some message boards reflect a certain personality and people wonder if the board's posters are a reflection of passengers on board. My answer is emphatically: NO.
There is a very interesting dynamic. Taking any cruise line, message board posters (those that have at least one post) represent a very small (less than 5%) portion of the cruising public. Of that small group, probably only 10% are "regular" posters. Most posters are intimidated in some fashion, however, so they don't post regularly and are very carefully worded as to what and how they post. Be it they are uneasy about asking questions in a public forum, or they don't want to appear ignorant, or they don't want to be "flamed", or they just feel like they are not "part of the crowd", these "lurkers" actually make up the vast majority of those that frequent message boards.
If you then look at the topics being posted...and then what they can devolve into...you actually find that it can be an adult version of My Space or Facebook. Most posts somehow are related to socializing either onboard or pre-cruise. A person asking about some aspect of a ship finds "her" thread has turned into a discussion of whether laundry soap is free and how someone met a wonderful woman while ironing her clothes. There is, of course, nothing wrong with that and it actually can be quite enjoyable for those who are involved in the socialization; though extremely frustrating for the person looking for information.
While I generally skip over the 20 page thread "November 24 Cruise on Ship Z" (while they discuss shoes, whose dog was put to sleep, the cardinal they saw last year or the best fried stuffed peppers in Arizona - all true discussions BTW) because they simply are of no interest to me, it does leave many wondering, "Is this what it is going to be like on my cruise? Do I want to be hanging around with some lady that Bedazzles everything she owns with rhinestones?"
This concern becomes exacerbated when looking at luxury cruise lines such as Seabourn, Silversea and Regent. This is because there are very few viable message boards for these lines. What then happens is that a group sort of takes over the one or two viable boards and from the outside it becomes disconcerting...especially because the ships are so small.
Now is the time to take a breath and have a reality check. Let's do some math. As an example, on the Cruise Critic Seabourn board.
1. There are maybe fifty people that post with any regularity. One cruise holds 208 guests x 3 ships = 624 guests per week x 52 weeks = 32,448 guests weeks per year. If the 50 posters cruise an average of 3 weeks a year, that is 150 guest weeks out of 32,448, or .46%. That is less an 1/2 of 1 percent!
2. Of those 50 posters probably 20 of them have either had their posts pulled for criticizing the cliquishness or impropriety of some of the other posters...or worse.
3. Remember that many more lurk than post because they are intimidated for one reason or another.
4. Ergo, there are hugely more message board visitors that do not engage in the cliquish behavior than posters that do...So there are more who use the message boards that are not cliquish and do not like that sort of behavior.
Now let's consider another point: Most ships are fairly large and those that aren't have multiple venues. This allows differing personalities to find their own space; whether it be in a particular lounge or a portion of the dining room or on deck. Avoiding boorish people is actually as easy to do as "Let's just sit over there."
But the reality of it is, we all cruise in part because we love to meet people and have made some lifelong friends as a result. That is the reality; which is so much more obvious than the mini-cyberworld of message boards.
A final two points:
1. I had my own taste of cyberbullying back in 2003. There was a clique that had overrun the Cruise Critic Regent (then Radisson) message board. It got so bad that Cruise Critic actually prohibited them from using abbreviations for their cruises (such as MUSH for an Alaska cruise) because it was so exclusionary and they all used the same travel agent. The travel agent started up her own message board which still exists and is in huge part nothing more than a social networking/travel agent marketing site (which is absolutely fine). However, in that site's infancy, this clique used the message board to literally scheme how they were going to ruin my cruise (since they were on the same one). REALITY CHECK: This seemingly intimidating group was actually a very small group of rather ordinary people (at best) that you almost had to seek out to know they were on the same 350 passenger ship. For me it was sort of pathetic letdown as this small group of wannabes was so different than their message board personas.
2. I "knew" someone from a message board, but didn't know what he looked like or what his real name was. He is the type that posts silly answers to silly questions poking fun - and probably offending some - whenever possible. Some years ago we wound up on the same cruise by happenstance. Although we didn't know each other by name or face, we knew instantly when we ran into each other. We remain friends to this day and they visit us at our home a couple of times a year. As I said, the socialization aspect of message boards is not always a bad thing.
So don't worry about the person who demands the right to smoke or the big sail-away party (that usually fizzles) or being dragged into a tour that you don't want to go on (and usually fizzles as well). The reality is, large ship or small, there are people you will like and people you won't. The fact that a few post on message boards really isn't going to affect your cruise.
Showing posts with label CruiseMates. Show all posts
Showing posts with label CruiseMates. Show all posts
Monday, August 4, 2008
Friday, August 1, 2008
Perspectives on Travel Agents - "Only The Best Are Likely To Survive"
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."
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."
Subscribe to:
Posts (Atom)