Travel Consortiums: Ensemble Travel, Virtuoso, etc.

Ensemble Travel Group calls itself, "An International Collection of Expert Travel Agencies with Exclusive Offers That Make Your Travel Dreams Come True".  Virtuoso takes that a step further and has established an impressive international network of high end/luxury providers and, admittedly, is the tops when it comes to marketing itself and providing the ultimate in luxury offerings.  There are other travel consortiums as well, such as Signature (also focused on the upper end of the market) and Vacations.com (focused more on the mass market).

These travel consortiums of travel agents use their joint marketing and purchasing power to work with travel suppliers around the world in an effort to bring added value, better pricing and more information to their clients.  You should also be aware that in order to be a member of one of the upper level consortiums (Ensemble, Virtuoso, Signature), membership requires (aside from the payment of fees) that the agency not only be legitimate, but that it have a history of producing a very significant amount of revenue.  That requires, obviously, each travel agency to have established itself for a number of years and that it has a substantial client base. 

I digress for a moment to let you know/disclose I am a member of Ensemble. Years ago I was a member of Vacations.com, but as I will explain, it wasn't a good fit for me or my clients.

What do these consortiums do for a travel agent and, ultimately, for you?  They provide travel agents with a network of travel providers (whether they be cruise lines, hotels, tour operators, etc.) that cooperatively allow the agent to offer its clients - on occasion - special pricing, or added value (onboard credits, complimentary tours, a room upgrade, included breakfasts or dinner, or similar).  They also provide marketing programs, so that the travel agent can cost-effectively send out not only postcards and flyers, but glossy catalogs and magazines to its clients...and those dreaded emails (which I try to avoid sending unless it is something really good!).  And they provide the travel agent with information.

One thing that I find interesting is how the cache belonging to a consortium is directly proportional to the cost of the vacation. As a former Vacations.com agency, I do not recall any clients caring (and most not knowing) that I was a member.  For my luxury clients there really was little benefit, while those sailing on Carnival or Princess did benefit from some onboard credits (and, to be sure, they do add percentage-wise a much greater value on a lower priced cruise).  So it was a really poor fit for me and a very short term relationship.

On the other hand, there are those that believe using a Virtuoso travel agency is akin to wearing a Rolex; it is a status symbol.  Virtuoso provides its agents and their clients with some really good stuff, but at least for me as I write this, I do not find the value to be there.  That is, in large part, because of my involvement in the superyacht industry.  Many of the contacts and access Virtuoso affords its member agencies I already have.  Much of the information it provides is already in my knowledge bank because I have actively traveled all over the world for decades.  I have never been one to be impressed with hype (heck, being in the superyacht business, if I was swayed by "flash" I would have self-destructed years ago!), so I have looked at what works best and is the best value for me and my clients. 

I readily acknowledge that Ensemble Travel does not have the cache of Virtuoso.  But there are so many similarities between the two that other than Virtuoso having higher quality marketing materials and the aforementioend access, I find little useful difference.  As an Ensemble Travel agency, I am able to provide similar (or even identical) hosted tours and cocktail parties, some great European hotel upgrades and/or benefits (complimentary breakfasts, wine, etc.) and more.  One benefit that I believe Ensemble has over Virtuoso is that because its focus is not so much on the luxury end, I can provide some better pricing and amenities on the premium lines (such as Celebrity and Holland America); which is a significant portion of my business.

You may have noticed that I have not really discussed what the information is that the consortiums provide its member agencies.  There is a reason:  For the client it is many times simply irrelevant.  I do not care what information is available if it is not accessed, understood, efficiently utilized and then conveyed properly by the particular travel agent to the client.  I have had too many experiences of clients coming to me from another agency (one that is a member of a consortium) and their complaining about the misinformation, the lack of service or serious mistakes that were made...by a specific travel agent. 

Alas, it is not about reading something off a computer screen or "hearing" the Great Barrier Reef, Dubai or Amsterdam are wonderful.  You want to know that you can have a float plane fly you too the reef for your day of diving rather than enduring a two hour boat ride each way...and explain what it is like.  You want to know why Dubai's newest hotel, Raffles Dubai, is incredible and you just might enjoy knowing more about the incredible museums of Amsterdam (and how to miss the lines entirely) rather than the Red Light District.

Also, remember that marketing material (no matter how impressive) is intended to get you to go on vacation; not be your vacation.  So when you are looking to book your next cruise you should think about whether the travel agent's membership in a consortium and offering a complimentary tour or onboard credit is really what is important to you...or is it the knowledge that your cruise will be booked at a good price, with you being provided solid information, and receiving exceptional service that really matters. 

If you are fortunate, and I try to make all my clients fortunate,  you will get it all!

Why Do Changes Always Bring Out Those People That Complain? (The Seabourn Experience)

It always fascinates me how anytime a cruise line makes a change it is perceived as an attack on the value of their cruise(s) to be. Whether it is an improvement, the elimination of an underutilized item or an actual cost-cutting measure (as if finding ways to keep prices down is a bad thing!), there are those that absolutely find it not only a horrible, but a sign of more things to come...raising the threat of the loss of loyal passengers.

Seabourn just spent many millions of dollars revamping the Sky Bars and Verandas on all three of the triplets (with structural and furniture changes) , improved the bedding, changed out the carpets, installed LCD TVs, announced the change out of all of the deck furniture and replacement of the tableware...with more improvements to be announced. Oh, yes, Seabourn is shortly going to be christening the first of three new ships which are being outfitted with two story, indoor/outdoor spas, cabanas, state of the art fitness equipment, more dining venues, etc.

Despite all of that, today I read on Cruise Critic how some perceive the elimination of the underutilized Seabourn Experiences (with many seeming to ignore that the most popular ones are being retained!) as cause for concern that the quality of the wines and liquors freely poured may soon be downgraded. Where the heck did that come from?

Celebrity eliminated its "gourmet bites" (waiters passing through the various public spaces in the evenings with after dinner snacks) because it found the vast majority of the food was being returned to the kitchen uneaten. Does that mean that Celebrity is going to reduce items on the buffet? Hardly.

Regent is eliminating its Circles of Interest program (a highly overpriced and underutilized program of supposedly more in depth learning and experiences over the course of a cruise). Does that mean it is eliminating some of its more unique ports? No way.

Norwegian Cruise Lines donation of its old mattresses...I can only imagine what could spin out of that!

Seabourn has announced, in advance of the maiden voyage of the Seabourn Odyssey, that it is making changes which will create overall improvement in the quality of the Seabourn product through establishing consistency through all it ships, installing upgrades to the existing fleet to assure same, and changing/eliminating various items whose time has come and gone.

Will some of the changes disappoint a few of their loyal guests? Of course. But just as I much preferred the blue ticket wallets of old, while others loved the Tumi ticket jackets in a presentation box, others like the newest ticket wallet, which I truly do not like! I can't wait to hear the same people claiming that the next version of ticket wallet will be an ominous omen. Yes, there will be concern over ticket wallets!

I guess some people just have to say what a terrible thing it all might be and how it just might shake their loyalty over the elimination of items which are, in relation to the cost of their cruises, hard to find affecting their bottom line among the tours, spa treatments and reserve wine selections they make. I do not count any person's money, but I do try to keep the value of the items complained of in perspective. For example, might I just say, if the complainers can find a cruise line that offers a complimentary tour like Seabourn has been providing (or even as it will still provide), cruise that line (and save the $200). Oh! That right. It doesn't exist. Or, if that complainer can find a cruise line with a more generous frequent guest program than Seabourn, providing a free 7 day cruise after 140 days, put your money there. Oh! That right, again. It doesn't exist. Or if that complainer can find a cruise line that has a more generous definition of which liquor is included, start drinking there (if the $200 extra on your cruise bill actually makes a difference).

And, as I mentioned in my post about the Mutiny on the Carnival Miracle, one must think about all the reasons you choose to cruise a particular line and a particular ship. You can complain about little tweaks made by a cruise line that are not going to change and you can even threaten to take your business elsewhere (thereby increasing the effect of that issue upon only yourself), but alas you will be ruining that which you came to enjoy: Your Cruise.

Park West Art "Auctions" New Guarantee? Regent Come On Now!

The Wall Street Journal's Market Watch reported today that Park West Art Galleries announced it is markedly changing the way it does business...sort of.  It has put in place its "40-40-40 Guarantee".

Supposedly purchasers can obtain a refund within 40 days after receipt of the art work. The refund will cover the full purchase price, less the buyer's premium up to a maximum of $1,000 per piece, and less any shipping costs if applicable.

For up to 40 months after being invoiced, purchasers are also supposed to be able to exchange any work purchased for any other work in the Park West Gallery collection of the same or greater price. Purchasers that exchange items are to be credited with the amount paid for the work purchased, including buyer's premium and excluding shipping and handling, with the only charges being shipping and handling and any price difference when the exchange is for a work of greater price. (Exchanges must be made directly with Park West Gallery by phoning 1-877-440-0630 and are not allowed at auction.)

It has been reported that the information will be prominently posted at its art auctions (yet more stuff hanging around Regent ships we don't want to look at!) and its website.  Now, I was just looking at the Park West website and not only is the 40-40-40 Guarantee not prominent; the information is not anywhere to be found on the site...FAQs, press releases, etc.   UPDATE:  The information is now posted on Park West's blog at http://www.parkwestportal.com/2008/09/park-west-gallery-introduces-enhanced.html .
 
I don't care if Park West has been around for 40 years, or it gives me 40 days to change my mind, or it gives me 40 months to trade up to another overpriced piece of art. 
 
WAIT A MINUTE!  What I a great marketing ploy.  I can hear it now:  "Your protection is absolute.  Take your piece home.  Enjoy it.  If after 40 days you are not sure, you have another 38 months to put your purchase toward the piece you wanted to buy originally...but, of course, it will be much higher (as this art does have a history of greatly appreciating, though - of course - nothing is certain).  So why compromise now?  You have our 40-40-40 Guarantee.  Purchase the piece you really want.  Enjoy it for 40 days without risk and never worry about having buyer's remorse."  And Park West now just pushed another sucker..I mean satisfied customer...to buy something even more overvalued.
 
What the heck is it still doing on Regent?

Sommelier and Masseuse - Specialists for Some

There is a very interesting article in the August 31, 2008 edition of Wine Spectator concerning people's expectations and use of sommeliers, wine service and wine with food generally.

I think there is a lot to be learned by the luxury cruise lines not only as to what is expected, but what is perceived as acceptable. I also have some thoughts about wine service on premium and mass market lines. Bottom Line: The Cruise Lines Have It Wrong...but not as you might think.

My starting point is that as to "most restaurants" 52% of the Wine Spectator respondents feel wine service is only Fair and a mere 1% believe same to be Excellent. I pause and wonder if we all have been the victims of marketing...the customers by being encouraged to have false expectations and restaurants by being unable to reasonably and economically provide excellent wine service.

With that underwhelming start, I then noted that 84% do not want the sommelier to taste their wine and 57% said a sommelier or wine steward's presence isn't even needed. That left me wondering if they should simply be omitted until they really know their craft or are used only in restaurants that have a true wine following. What stumps me a bit is that 81% of the people (including many of the 57% who don't need them) believe the advice they have been given by their wine steward is Good or Excellent. Maybe it is just that we can live with or without them, but they are nice to have around.

As my final initial observation, I note that on land 71% spend $75 or less on average for a bottle of wine (26% less then $50) and a whopping 73% dine at restaurants with a serious wine list only once a month. As to the wine's value, more are concerned with having an interesting variety (63%), than good value (10%) or, necessarily, good compatibility with food (24%).

Relating this to the luxury cruise experience, it leaves me believing that most passengers are not going to be spending a fortune on wine, but want a wine waiter (not a sommelier or wine steward) to give them good advice and much prefer a variety of wines either poured by the glass (and 91% do purchase premium wines by the glass on land) or in the wine list. What most passengers do not need, and will not miss, is "The Show".

There are some, however, that do want The Show and do want premium wines...with a sommelier that knows what he is talking about. They are willing to pay extra for this service (as 43% say they tip 20% on the wine and 42% say they tip 15%)...and remembering that only 10% felt price was important.

This leaves me believing that for the luxury cruise lines a true sommelier should be treated as a speciality; like a masseuse. It is a service that a passenger can avail him/herself of if they are willing to pay for it, but as with a spa in general, there are many aspects that can be utilized as no or less additional charge.

Let's put this into play: Mr. and Mrs. Jones are on a 14 day cruise which includes their anniversary. Each evening wine waiters offer the selected wines (chosen to compliment the food being served) and are knowledgeable enough to briefly explain the wines, offer a tasting and, if necessary, offer the pre-selected alternatives again with brief explanations. (Remember this actually satisfies 57% of wine involved passengers and also appeases quite a large portion of the 43% that do want some assistance.) This will undoubtedly satisfy the Jones for most evenings. But for that special evening they want to spurge, so the sommelier - with the attendant value incorporated into the wine's price - provides a full service.

To be sure, the Jones may want to upscale their wine experiences after having the sommelier and wonderful wines, but just like with the spa, they have the choice of spending extra on another massage or wine experience. This is, of course, the name of the game for the cruise lines: Onboard Revenue.

My point is rather than having a bunch of faux wine stewards who really know nothing about wine putting off 84% of the people who do not want them to taste the wine or the 57% who think the whole thing is unimportant, have wine waiters with decent wines and the vast majority will be happy. Further, by taking pressure off of the true sommeliers from having to explain the supposed nuances of that "wonderful" White Zinfandel , they can provide a much higher quality service to those willing to pay for it...and generate greater onboard revenue to those willing to spend $100+ bottle rather than those spending less the $50.

As for the premium and mass market lines, I would strongly urge that the efforts in the dining room be made to improving the wine list - with quality wines and readable, understandable, explanation of the wines - to go along with the elimination of wine stewards and sommeliers (as some have already done). I am tired of the faux sommelier being overworked and having to wait 30 minutes for an ordinary bottle of wine. Serve it and let me enjoy my selection!

That said, I would have a true sommelier available in the upscale speciality restaurants...with it being an option...unless the cost of the sommelier is included in the additional cost of the dinner. Having a faux sommelier undercuts that premium experience which those willing to pay the premium probably are going to expect when they see the guy in the fancy jacket and vest. Remember: As shown, most are quite happy - even content - with a solid wine list and their own knowledge.

As a final thought: For those who insist on The Show for a $35 bottle of wine, please remember that when you go to the spa, you don't get a massage for free; and the other passengers really should have to have their massage or wine experience compromised because of your false expectation. However, if you want The Show, for a mere $50 extra you can have it. (Hint, Hint.)

That, however, is not an insult to those wanting The Show, but rather a warning to the cruise lines and restaurants: Please reeducate yourselves and your customers. You are doing a disservice to your passengers, to your actually trained sommelier and to your bottom line.