On Tuesday I reported a major discount cruise travel agency had gone out of business. (http://goldringtravel.blogspot.com/2008/11/use-caution-and-common-sense-when.html ). Yesterday the word was out: Cruise Value Center shut its doors.
Cruise Value Center, it is reported from a number of sources, failed to transfer $3,000,000+ in cruise passenger payments to the cruise lines and another $1,500,000 in travel insurance payments to Prime Travel Protection. Obviously, this leaves quite a number of passengers without their cruises and/or without insurance.
What Should You Do First?
The first thing you should do is contact the cruise lines directly to be sure your booking is in place and paid for. (If you paid only a deposit, make sure that is in place.)
Then contact the insurance company, if you used Prime Travel or some other third party insurer, and confirm your insurance is in place.
If you paid with a credit card and find either your cruise or insurance is not in place, but the charge has been made, have the credit card company work with you to either get the cruise/insurance or, more likely, obtain a credit for those amounts to your credit card. (If you paid with cash, you may well have problem. Contacting CVC isn't going to happen, so you may need to wait to be contacted...but more on that below.)
If the insurance is in place, but not the cruise, you may well have a claim against the insurance policy for the amounts you paid, but were not paid over to the cruise line. (Word of caution: If you were issued the insurance policy...not just billed for it...but CVC did not forward the money to Prime Travel, you may still have coverage! Check with Prime Travel, your state consumer affairs department or your attorney.)
Where Do You Go From There?
From what I understand, the bookings with CVC are being handled by Best Price Cruises; a Florida cruise discounter and one of the largest presences on the internet. You will probably have to speak with Best Price Cruises to get any information on your cruises. In this transition period, this may be harder than you think because of the logistics involved and the number of passengers affected. But BPC is a big outfit and with new booking volumes down, they may have the staff on hand available sooner than later.
That said, while I have no knowledge as to BPC's financial situation, I am aware that a number of companies that have a large internet business are under huge financial pressures, so you may want to be sure, if you have a CVC booking that you are not "going from the frying pan into the fire". (Maybe CVC's failure is BPC's saving grace? Maybe BPC is solid as a rock? I have not a clue!)
Also, you may now feel there is a benefit to knowing your travel agent a someone who actually cares about you and your booking. The concept of "All I care about is the lowest price" may no longer give you sufficient comfort. Limited communication by way of an occasional form email or disinterested phone call of 30 seconds may not be enough. You have questions. You have concerns. You need answers. You might even need a little bit of hand-holding.
While CVC technically controls your booking, you may ask to have your booking transferred to another agency. You may have the ability to simply cancel your cruise and then rebook with a new travel agent.
I know there are a number of "big box" agencies that are in trouble. Their model, as I briefly explained before, is to have a huge volume of lower priced cruises. When that huge volume drops significantly there is a huge hole that simply cannot be filled. While it is hoped that people will start booking more cruises soon, as the travel agents and cruise lines feel the pinch, not all travel agencies working with this "high volume/low profit" business model will survive.
Does that mean you should book directly with the cruise lines? In most instances: No. There are strong travel agencies out there and they still provided many added values (such as complimentary Ensemble Experiences and cocktail parties, travel books with new bookings, etc.), information and discounts. I believe now is the time to search out those agencies for they will work hard to earn your business.
Goldring Travel does that every single day. That is why our motto is, "Be Treated By Your Travel Agent As You Will Be Onboard!" That said, I work with individuals and never hope to be a mega-travel agency. I love doing what I do. Alas, This Is My Yacht!
Showing posts with label travel agent. Show all posts
Showing posts with label travel agent. Show all posts
Thursday, November 13, 2008
Thursday, August 7, 2008
Cruise Vacation Sales Are Strong...For Some
I am being asked more and more if my sales are up or down compared to last year. This is asked by cruise lines, other travel agents, clients and potential clients. Frankly, everyone who asks shocked by the answer: My sales have more than doubled and on the luxury and premium lines my 2009 sales have already surpassed my 2008 sales...more than a quarter of the year left.
While I would like to think that this dramatic increase is based solely upon my providing excellent service and pricing AND extremely loyal clients - for which I am more than grateful, appreciative and, likewise, loyal - I really don't think that is the only reason.
When I look at what types of cruises are selling, with which lines and with what sort of advanced planning, I see two very distinct trends.
Those that are purchasing the true luxury cruises (and I define those not only by they type of accommodation, but also the exoticness of the ports and cruise length) are not only continuing to cruise, they are increasing the length and/or frequency of their cruises. But within that group, I am seeing a bit less of the cruise line loyalty (which previously seemed to be omnipresent) and more of a focus on "value". What I mean by value is not a cost-per-day figure, but rather "What is the experiential value of the cruise?"; be it visiting new ports, experiencing a new ship or insisting on a certain level of service.
Seabourn is very strong in 2009 as it relates to its new Seabourn Odyssey and its industry topping consistency of service. There are only two things which seem to limit the Seabourn cruises that I can sell: Available space and Itineraries. Both of these factors are being addressed as the three new ships are rolled out and the smaller triplets are able to be sent to more exotic ports. (Note: For all of those folks who keep speculating that Seabourn will dump the smaller ships you should remember that: 1. One thing which has made Seabourn special is that those small ships can and do visit ports that larger ships cannot visit; 2. There may be demand for an exotic itinerary sufficient to support a 208 passenger ship, but insufficient to support a 450 passenger ship; 3. There is the attraction for many to the intimacy of a 208 passenger ship and a similar aversion to a 450 passenger ship; and, without limitation, 5. For most of the year demand outweighs supply and the trend is to an increasing, not decreasing, demand...so eliminating 624 berths doesn't make sense if the trends continue.)
Silversea has also seen a much stronger 2008 over what can only be considered a dismal 2007. While I continue to marvel at claims of passenger increases of 30+%, I also note that the only way Silversea could have such growth is by sailing half-empty ships in 2007 and that the majority of the passengers are, according to Silversea, first time passengers (54% to be specific). In a world where the mantra is "It takes $1.00 to keep a customer, but $10.00 to get one, so keep the customer happy in order to sustain growth" I have to wonder why the repeater rate on Silversea is so low. (Over analyzing this point, possibly the 2005-2207 period caused disgruntled passengers to go elsewhere, so it will take time for the repeater levels to exceed 50% as the product hopefully improves.) That said, I love their Africa, new French Polynesia and Exploration itineraries and expect very strong sales for those products.
Regent is a line that frustrates me. I won't repeat my rants, but assuming improvements in hotel, cuisine and overall services continue and are accelerated, I remain baffled by the pricing. As I recently showed, the new Silversea "ultra-luxury" venture in French Polynesia starts at 28% less expensive than the premium Regent product. The same holds true for even less exotic cruises to Northern Europe, the Caribbean, etc. This summer Regent was offering travel agent rates to Northern Europe in the peak month of August. That is a sign of weak demand...and a real need look hard at the cruise fares. If those prices come back in line with the product provided, I am confident the demand for Regent will increase. Without bodies on board, the holy grail of "onboard revenue" can be very illusive. There really isn't that hard a balance between paying a premium not be "nickeled and dimes" and being perceived as ripping people off so as to avoid same.
I also want to mention Crystal Cruises here. While I have not cruised with Crystal, I have never met anyone who has uttered anything but satisfaction to unequivocal praise for the cruise experience it provides. My guess is that what is now considered a large ship with smaller (but not small) cabins, in a more formal setting, truly focused on older guests, needs to change a bit. I know Crystal is feeling the pressure, but I have not a clue as to how it plans on meeting the challenge of an overall younger luxury cruising market and a growing demand (even by the older passengers) for a less formal experience. Ironically, Regent's talk (but no action of yet) of larger ships and the premium/mass market lines growing behemoths, may actually assist Crystal in softening its "large ship" positioning.
Now, as to the premium lines, sales are most definitely weaker, but I am finding that the issue is not the lack of sales, but rather the sales are closer into the actual sail date. What I do not see is any downgrading. People who regularly purchase suites are still purchasing suites. Balconies, balconies, etc. What I am seeing at least the start of happening, are some aggressive last minute deals (actually 90 days out); which have been pretty much absent the past few years.
More on this soon!
While I would like to think that this dramatic increase is based solely upon my providing excellent service and pricing AND extremely loyal clients - for which I am more than grateful, appreciative and, likewise, loyal - I really don't think that is the only reason.
When I look at what types of cruises are selling, with which lines and with what sort of advanced planning, I see two very distinct trends.
Those that are purchasing the true luxury cruises (and I define those not only by they type of accommodation, but also the exoticness of the ports and cruise length) are not only continuing to cruise, they are increasing the length and/or frequency of their cruises. But within that group, I am seeing a bit less of the cruise line loyalty (which previously seemed to be omnipresent) and more of a focus on "value". What I mean by value is not a cost-per-day figure, but rather "What is the experiential value of the cruise?"; be it visiting new ports, experiencing a new ship or insisting on a certain level of service.
Seabourn is very strong in 2009 as it relates to its new Seabourn Odyssey and its industry topping consistency of service. There are only two things which seem to limit the Seabourn cruises that I can sell: Available space and Itineraries. Both of these factors are being addressed as the three new ships are rolled out and the smaller triplets are able to be sent to more exotic ports. (Note: For all of those folks who keep speculating that Seabourn will dump the smaller ships you should remember that: 1. One thing which has made Seabourn special is that those small ships can and do visit ports that larger ships cannot visit; 2. There may be demand for an exotic itinerary sufficient to support a 208 passenger ship, but insufficient to support a 450 passenger ship; 3. There is the attraction for many to the intimacy of a 208 passenger ship and a similar aversion to a 450 passenger ship; and, without limitation, 5. For most of the year demand outweighs supply and the trend is to an increasing, not decreasing, demand...so eliminating 624 berths doesn't make sense if the trends continue.)
Silversea has also seen a much stronger 2008 over what can only be considered a dismal 2007. While I continue to marvel at claims of passenger increases of 30+%, I also note that the only way Silversea could have such growth is by sailing half-empty ships in 2007 and that the majority of the passengers are, according to Silversea, first time passengers (54% to be specific). In a world where the mantra is "It takes $1.00 to keep a customer, but $10.00 to get one, so keep the customer happy in order to sustain growth" I have to wonder why the repeater rate on Silversea is so low. (Over analyzing this point, possibly the 2005-2207 period caused disgruntled passengers to go elsewhere, so it will take time for the repeater levels to exceed 50% as the product hopefully improves.) That said, I love their Africa, new French Polynesia and Exploration itineraries and expect very strong sales for those products.
Regent is a line that frustrates me. I won't repeat my rants, but assuming improvements in hotel, cuisine and overall services continue and are accelerated, I remain baffled by the pricing. As I recently showed, the new Silversea "ultra-luxury" venture in French Polynesia starts at 28% less expensive than the premium Regent product. The same holds true for even less exotic cruises to Northern Europe, the Caribbean, etc. This summer Regent was offering travel agent rates to Northern Europe in the peak month of August. That is a sign of weak demand...and a real need look hard at the cruise fares. If those prices come back in line with the product provided, I am confident the demand for Regent will increase. Without bodies on board, the holy grail of "onboard revenue" can be very illusive. There really isn't that hard a balance between paying a premium not be "nickeled and dimes" and being perceived as ripping people off so as to avoid same.
I also want to mention Crystal Cruises here. While I have not cruised with Crystal, I have never met anyone who has uttered anything but satisfaction to unequivocal praise for the cruise experience it provides. My guess is that what is now considered a large ship with smaller (but not small) cabins, in a more formal setting, truly focused on older guests, needs to change a bit. I know Crystal is feeling the pressure, but I have not a clue as to how it plans on meeting the challenge of an overall younger luxury cruising market and a growing demand (even by the older passengers) for a less formal experience. Ironically, Regent's talk (but no action of yet) of larger ships and the premium/mass market lines growing behemoths, may actually assist Crystal in softening its "large ship" positioning.
Now, as to the premium lines, sales are most definitely weaker, but I am finding that the issue is not the lack of sales, but rather the sales are closer into the actual sail date. What I do not see is any downgrading. People who regularly purchase suites are still purchasing suites. Balconies, balconies, etc. What I am seeing at least the start of happening, are some aggressive last minute deals (actually 90 days out); which have been pretty much absent the past few years.
Monday, August 4, 2008
Silversea To Give Regent SERIOUS Competition in French Polynesia
It is now official. Silversea has announced that is exploration ship, Prince Albert II, is going to be cruising Tahiti and French Polynesia from mid-March 2009 through October 2009.
The ship is significantly different than Regent's Paul Gauguin both in size and approach. The Silversea experience is defined as "luxury" and "exploration" rather than a more typical cruise experience...albeit a very nice one on the Paul Gauguin.
What really shocks me is the price difference between the two lines. Just grabbing two 14 day cruises, a 14 day cruise on Regent starts at $6,305 per person (including an air credit), while on Silversea it starts at $4,917 per person...or 28% less than Regent. And this is for a cruise that is billed as "ultra-luxury" while the Paul Gauguin is very nice, but not really at the luxury level. While I have no experience (nor does anyone :-) ) with the product, even if the promised levels of service were not met, the price difference makes that very much forgiving. More importantly, it does not mean that Silversea is giving away the store, but rather it underscores my assertions that Regent has pricing that just cannot be justified. I would consider the Silversea prices as well placed.
The other big difference is that Silvesea is going to have a far more diverse series of itineraries and a far less structured one at that.
From today's press release:
"Following only a tentative schedule that allows for moment-by-moment flexibility, expeditions stay longer at sites of particular interest, or make slight detours whenever weather, nature or mere curiosity dictate. Highlights of the 2009 French Polynesia program include:
AUSTRAL ISLAND ADVENTURES Nestled in the Tropic of Capricorn, the remote Austral Islands lie hundreds of miles south of Tahiti and enjoy a slightly cooler climate. Tubuai, largest of these volcanic islands, is probably best known for the failed landing attempts of the H.M.S. Bounty. (The island's villagers assaulted the unwelcome ship with a barrage of stones, and ultimately the mutineers sailed off to Pitcairn.) Prince Albert II and her fleet of 8 Zodiac boats will explore the unique culture, flora and fauna of Rapa, Raivavae, Tubuai, Rurutu and Rimatara on five 11-day, roundtrip journeys from Papeete. Silver Sailing fares start at $3,897 per person, based on double occupancy.
JOURNEYS TO THE MARQUESAS The mountainous islands of the Marquesas are located nearly 900 miles northeast of Tahiti and just south of the equator. With a lush, vibrant terrain bursting with myriad exotic flowers and fruit trees, it's easy to understand how this tropical paradise captivated the artist Paul Gauguin, who made the Marquesas his adopted home. On four roundtrip journeys of 14 days from Papeete, Prince Albert II's expedition team will lead in-depth explorations of Fatu Hiva, Pua Mau, Hiva Oa, Atuona, Ua Pou, Nuku Hiva and Tahuata, as well as Manihi and Fakarava Island in the Tuamotu Archipelago and the Society Islands of Bora Bora and Tahaa. Silver Sailing fares start at $4,917 per person, based on double occupancy.
TUAMOTU EXPEDITIONS The isolated Tuamotu Islands, northeast of Tahiti, comprise the world's largest chain of atolls. Its 78 sparsely populated coral islands span over 900 miles of aquamarine waters. Dotted with quaint villages, coral churches and an abundance of wildlife -- from bottlenose dolphins and coconut crabs to the rarest of birds, this remote archipelago offers endless possibilities for real Robinson Crusoe-style adventures. Departing from Papeete, Prince Albert II will embark on five 10-day expeditions to the Tuamotu islands of Tikihau, Rangiroa, Apataki, Arutua and Fakarava, as well as Raiatea, Maupihaa and Huahine in the Society Islands. Silver Sailing fares start at $3,597 per person, based on double occupancy.
The Prince Albert II offers full-scale exploring from an ultra-luxury base at sea, in true Silversea style. With the largest average size accommodations of any expedition ship, guests will enjoy spacious, ocean-view accommodations (many with French balconies or large private verandas), sumptuous gourmet cuisine, warm hospitality and personalized service (with a crew-to-guest ratio of nearly 1 to 1), and Silversea's generous selection of all-inclusive shipboard amenities, including complimentary beverages, bottled water, wines and spirits served throughout the ship, 24-hour room service, stocked in-suite beverage cabinet and all gratuities. Plus, complimentary Butler Service is provided in the Grand and Owner's Suites. "
I have to say that I am pretty excited about this and, if I wasn't going to Africa next summer I would probably have booked one of these cruises...before I even posted it here.
The ship is significantly different than Regent's Paul Gauguin both in size and approach. The Silversea experience is defined as "luxury" and "exploration" rather than a more typical cruise experience...albeit a very nice one on the Paul Gauguin.
What really shocks me is the price difference between the two lines. Just grabbing two 14 day cruises, a 14 day cruise on Regent starts at $6,305 per person (including an air credit), while on Silversea it starts at $4,917 per person...or 28% less than Regent. And this is for a cruise that is billed as "ultra-luxury" while the Paul Gauguin is very nice, but not really at the luxury level. While I have no experience (nor does anyone :-) ) with the product, even if the promised levels of service were not met, the price difference makes that very much forgiving. More importantly, it does not mean that Silversea is giving away the store, but rather it underscores my assertions that Regent has pricing that just cannot be justified. I would consider the Silversea prices as well placed.
The other big difference is that Silvesea is going to have a far more diverse series of itineraries and a far less structured one at that.
From today's press release:
"Following only a tentative schedule that allows for moment-by-moment flexibility, expeditions stay longer at sites of particular interest, or make slight detours whenever weather, nature or mere curiosity dictate. Highlights of the 2009 French Polynesia program include:
AUSTRAL ISLAND ADVENTURES Nestled in the Tropic of Capricorn, the remote Austral Islands lie hundreds of miles south of Tahiti and enjoy a slightly cooler climate. Tubuai, largest of these volcanic islands, is probably best known for the failed landing attempts of the H.M.S. Bounty. (The island's villagers assaulted the unwelcome ship with a barrage of stones, and ultimately the mutineers sailed off to Pitcairn.) Prince Albert II and her fleet of 8 Zodiac boats will explore the unique culture, flora and fauna of Rapa, Raivavae, Tubuai, Rurutu and Rimatara on five 11-day, roundtrip journeys from Papeete. Silver Sailing fares start at $3,897 per person, based on double occupancy.
JOURNEYS TO THE MARQUESAS The mountainous islands of the Marquesas are located nearly 900 miles northeast of Tahiti and just south of the equator. With a lush, vibrant terrain bursting with myriad exotic flowers and fruit trees, it's easy to understand how this tropical paradise captivated the artist Paul Gauguin, who made the Marquesas his adopted home. On four roundtrip journeys of 14 days from Papeete, Prince Albert II's expedition team will lead in-depth explorations of Fatu Hiva, Pua Mau, Hiva Oa, Atuona, Ua Pou, Nuku Hiva and Tahuata, as well as Manihi and Fakarava Island in the Tuamotu Archipelago and the Society Islands of Bora Bora and Tahaa. Silver Sailing fares start at $4,917 per person, based on double occupancy.
TUAMOTU EXPEDITIONS The isolated Tuamotu Islands, northeast of Tahiti, comprise the world's largest chain of atolls. Its 78 sparsely populated coral islands span over 900 miles of aquamarine waters. Dotted with quaint villages, coral churches and an abundance of wildlife -- from bottlenose dolphins and coconut crabs to the rarest of birds, this remote archipelago offers endless possibilities for real Robinson Crusoe-style adventures. Departing from Papeete, Prince Albert II will embark on five 10-day expeditions to the Tuamotu islands of Tikihau, Rangiroa, Apataki, Arutua and Fakarava, as well as Raiatea, Maupihaa and Huahine in the Society Islands. Silver Sailing fares start at $3,597 per person, based on double occupancy.
The Prince Albert II offers full-scale exploring from an ultra-luxury base at sea, in true Silversea style. With the largest average size accommodations of any expedition ship, guests will enjoy spacious, ocean-view accommodations (many with French balconies or large private verandas), sumptuous gourmet cuisine, warm hospitality and personalized service (with a crew-to-guest ratio of nearly 1 to 1), and Silversea's generous selection of all-inclusive shipboard amenities, including complimentary beverages, bottled water, wines and spirits served throughout the ship, 24-hour room service, stocked in-suite beverage cabinet and all gratuities. Plus, complimentary Butler Service is provided in the Grand and Owner's Suites. "
I have to say that I am pretty excited about this and, if I wasn't going to Africa next summer I would probably have booked one of these cruises...before I even posted it here.
Message Boards - Do They Reflect The Cruise Experience Being Discussed
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.
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.
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."
Tuesday, July 29, 2008
I Demand a Free Cruise!
I have been reading a thread on Cruise Critic about Seabourn cancelling a March 28, 2009 repositioning cruise from St. Thomas to Ft. Lauderdale. Seabourn - giving eight (8) months prior notice - has offered a 10% discount plus a $200 onboard credit. The Host chimes in immediately that the compensation sounds low and then someone declares the cancelled passenger should get a highly discounted or free cruise.
While I do agree that there should be some sort of compensation because the cruise was planned and, possibly, airfare was already purchased, but let's consider the normal person's "damages" worthy of compensation: Possibly a $100 air ticket change fee and some time finding an alternative cruise or vacation...and a bit of upset/disappointment at the cancellation. (Hotels, etc. can be cancelled with no penalty.)
Oh, there are the cries of the cruise line needs to promote loyalty and effectively only overcompensating someone will achieve that. There is, alas, a difference between earning loyalty and buying it. Trust me, buying it doesn't work.
Case in point: I was able to procure a group of six people a total refund plus free cruises due to a last minute issue with Seabourn. Imagine six (6) free cruises just so they could go a week later. Having pocketed the very significant sum of money, when it came time to pay for the next cruise: Cancelled. To be fair, there were understandable circumstances from the guests point of view, but Seabourn was out not only 6 fares and 6 free cruises, but 2 other fares on the guest cancelled cruise...and I was out as well; having to do far more work than expected and, obviously, making far less money.
The loyalty - when it comes to such things - almost always rests with the guest and not the company providing the services or product. For if the product or service is not in the guest's best interest, it simply is not going to be paid for. Loyalty would have the guest saying, "Gee, we got all of our money refunded, so Seabourn has effectively paid for our next cruise and then some. I am loyal to Seabourn and want to do right by it, so extenuating circumstances aside, I will take cruise rather than cancel it." To be fair, there are some that would take that approach, but they are far and few between. (Do it and see what a company like Seabourn will do for you...the ones that really show the loyalty!!!)
In the end, from my perspective, the "free cruise" demands are not about "loyalty". And it should not be about trying to extort something under the guise of loyalty. It should be about being treated fairly and respectfully...both ways.
Does not providing the guest with possibly over $1,000 discount on a future cruise and a $200 onboard credit show enough concern by the line for it to have earned loyalty...or at least fend off scorn?
While I do agree that there should be some sort of compensation because the cruise was planned and, possibly, airfare was already purchased, but let's consider the normal person's "damages" worthy of compensation: Possibly a $100 air ticket change fee and some time finding an alternative cruise or vacation...and a bit of upset/disappointment at the cancellation. (Hotels, etc. can be cancelled with no penalty.)
Oh, there are the cries of the cruise line needs to promote loyalty and effectively only overcompensating someone will achieve that. There is, alas, a difference between earning loyalty and buying it. Trust me, buying it doesn't work.
Case in point: I was able to procure a group of six people a total refund plus free cruises due to a last minute issue with Seabourn. Imagine six (6) free cruises just so they could go a week later. Having pocketed the very significant sum of money, when it came time to pay for the next cruise: Cancelled. To be fair, there were understandable circumstances from the guests point of view, but Seabourn was out not only 6 fares and 6 free cruises, but 2 other fares on the guest cancelled cruise...and I was out as well; having to do far more work than expected and, obviously, making far less money.
The loyalty - when it comes to such things - almost always rests with the guest and not the company providing the services or product. For if the product or service is not in the guest's best interest, it simply is not going to be paid for. Loyalty would have the guest saying, "Gee, we got all of our money refunded, so Seabourn has effectively paid for our next cruise and then some. I am loyal to Seabourn and want to do right by it, so extenuating circumstances aside, I will take cruise rather than cancel it." To be fair, there are some that would take that approach, but they are far and few between. (Do it and see what a company like Seabourn will do for you...the ones that really show the loyalty!!!)
In the end, from my perspective, the "free cruise" demands are not about "loyalty". And it should not be about trying to extort something under the guise of loyalty. It should be about being treated fairly and respectfully...both ways.
Friday, July 25, 2008
Prinsendam Fans - An Unbelievable Deal - And You Can Only Get It Here!
For those who want to cruise on the former Seabourn Sun, Holland America has made two incredible 2008 European sailings available to me (and to very few travel agents anywhere!) on the Prinsendam which are - ready for this - AIR INCLUSIVE at cruise only rates!
Here are the details:
14 day Black Sea Cruise Rome to Piraeus
September 18, 2008 or
October 16, 2008
Civitavecchia (Rome)
At Sea
Dubrovnik, Croatia
Sarande, Albania
Argostoli, Cephalonia, Greece
At Sea
Istanbul, Turkey
Istanbul, Turkey
Trabzon, Turkey
Sochi, Russia
Sevastopol, Ukraine
Nessebur, Bulgaria
At Sea
Kusadasi (Ephesus) Turkey
Piraeus, Greece
Pricing is as follows:
Inside from: $2,299
Oceanview from: $2,499
Veranda from: $4,999
Veranda Suite from: $6.749
Deluxe Veranda Suite from: $10,499
Prices include the fuel supplement, but do not include taxes of up to $236 per person. Also, there is some limitation as to air gateway cities, with some having a $100 or $200 supplement. Obviously, restrictions apply and the offer is subject to capacity controls and/or prior sale and may be withdrawn at any time. (If you check the posted fares on the Holland America site you will see this is not a "smoke and mirrors" offer, but the real thing. )
If you are thinking about a cruise this fall, a 14 day European cruise air inclusive in an oceanview for $5,000...on the Prinsendam no less...is something you just shouldn't pass up. Call or email me quickly as this is sure not to last.
Here are the details:
14 day Black Sea Cruise Rome to Piraeus
September 18, 2008 or
October 16, 2008
Civitavecchia (Rome)
At Sea
Dubrovnik, Croatia
Sarande, Albania
Argostoli, Cephalonia, Greece
At Sea
Istanbul, Turkey
Istanbul, Turkey
Trabzon, Turkey
Sochi, Russia
Sevastopol, Ukraine
Nessebur, Bulgaria
At Sea
Kusadasi (Ephesus) Turkey
Piraeus, Greece
Pricing is as follows:
Inside from: $2,299
Oceanview from: $2,499
Veranda from: $4,999
Veranda Suite from: $6.749
Deluxe Veranda Suite from: $10,499
Prices include the fuel supplement, but do not include taxes of up to $236 per person. Also, there is some limitation as to air gateway cities, with some having a $100 or $200 supplement. Obviously, restrictions apply and the offer is subject to capacity controls and/or prior sale and may be withdrawn at any time. (If you check the posted fares on the Holland America site you will see this is not a "smoke and mirrors" offer, but the real thing. )
If you are thinking about a cruise this fall, a 14 day European cruise air inclusive in an oceanview for $5,000...on the Prinsendam no less...is something you just shouldn't pass up. Call or email me quickly as this is sure not to last.
Thursday, July 24, 2008
It's Like a Sandwich! Seabourn Spirit - New Ports for 2009
It is not the bread that usually distinguishes or defines a a sandwich. Tuna or cheese, roast beef or chicken salad; you don't usually mention the bread. It is not that the bread is unimportant, but it is just not as important for most. "Tuna on rye" or "Chicken salad on a hard roll"; never the other way around. Without the bread you don't have a sandwich and with the bread (save white bread) you add flavor and texture...but it is not the meat of the meal.
It is not so different for cruise itineraries. Figuring out new ports for a cruise ship is not easy because there are only so many ports that can be used to provision a ship and, at the same time, efficiently and quickly gather passengers from a close by airport (oh, yes, and also fly out "those other people" who have been using "your" ship...disembarking guests.)
So when you see Athens-Istanbul or Venice-Rome or Barcelona-Nice don't assume because you see the "bread" of the itinerary that you know what the "meat" is. You just might be missing a truly outstanding and innovative feast as you declare "Been There. Done That!"
And please do not make the mistake of saying, "I've been to Italy before." I live in Colts Neck, New Jersey. I live in horse country, am 10 minutes from beautiful lakes, 15 minutes from the ocean and 45 minute from New York City. Oh, and a Six Flags is 30 minutes away. I would never think that visiting my home is the same as visiting New York City or would give you the flavor of the Jersey Shore. These are not subtle differences, but rather far more unique than related. Italy, Croatia, Spain, France, etc. are all very similar in that regard. To a true traveler, it is pretty hard to say "Been There. Done That."
Now, let's take a look at the the Seabourn Spirit's 2009 itineraries. Borrowing from a Seabourn release I offer to you the following:
In 2009, the Seabourn Spirit will inaugurate three (3) new week-long itineraries sailing from Civitavecchia and Venice to some of the most unusual and desirable destinations on the Dalmatian and Apulian coasts of the Adriatic. The itineraries may be combined without repeating ports.
The Dalmatian Coast is a veritable filigree of islands large and small, most harboring medieval towns as picturesque as they are friendly. Some, like Rovinj, Croatia, are joined to the mainland by causeways. They share the red-tiled roofs and candy-colored facades that have enchanted visitors to Dubrovnik, but the ones Seabourn Spirit is visiting are less crowded. Most have some claim to fame, such as ornate Austrian villas at Split and a Roman theater at Trieste, but the real attraction is the scenic beauty, the clear waters, forested peaks and the friendly people. Rovinj, Hvar, Kotor and Korcula and Koper all are places you will never forget once you’ve seen them. All offer chances to bike, kayak or explore on foot, and all three itineraries offer a Marina day at Triluke Bay, Croatia or in Italy’s Gulf of Squillace.
Situated on the heel of Italy’s boot, Apulia is “Italy as it used to be.” A latecomer to tourism, Apulia has been happily supplying wine (10 percent of what’s consumed in Europe is grown there), olive oil, almonds and other foodstuffs. Now small luxury inns are springing up among the rustic towns. Apulia’s landscape looks different from the rest of Italy, slightly Oriental with intensely local customs and unique, round stone-roofed houses called trulli.
So, is Seabourn is offering up the same old thing? Rome and Venice is the bread (tasty in their own rights), but the stuff in between seems like a wonderful buffet of new experiences.
It is not so different for cruise itineraries. Figuring out new ports for a cruise ship is not easy because there are only so many ports that can be used to provision a ship and, at the same time, efficiently and quickly gather passengers from a close by airport (oh, yes, and also fly out "those other people" who have been using "your" ship...disembarking guests.)
So when you see Athens-Istanbul or Venice-Rome or Barcelona-Nice don't assume because you see the "bread" of the itinerary that you know what the "meat" is. You just might be missing a truly outstanding and innovative feast as you declare "Been There. Done That!"
And please do not make the mistake of saying, "I've been to Italy before." I live in Colts Neck, New Jersey. I live in horse country, am 10 minutes from beautiful lakes, 15 minutes from the ocean and 45 minute from New York City. Oh, and a Six Flags is 30 minutes away. I would never think that visiting my home is the same as visiting New York City or would give you the flavor of the Jersey Shore. These are not subtle differences, but rather far more unique than related. Italy, Croatia, Spain, France, etc. are all very similar in that regard. To a true traveler, it is pretty hard to say "Been There. Done That."
Now, let's take a look at the the Seabourn Spirit's 2009 itineraries. Borrowing from a Seabourn release I offer to you the following:
In 2009, the Seabourn Spirit will inaugurate three (3) new week-long itineraries sailing from Civitavecchia and Venice to some of the most unusual and desirable destinations on the Dalmatian and Apulian coasts of the Adriatic. The itineraries may be combined without repeating ports.
The Dalmatian Coast is a veritable filigree of islands large and small, most harboring medieval towns as picturesque as they are friendly. Some, like Rovinj, Croatia, are joined to the mainland by causeways. They share the red-tiled roofs and candy-colored facades that have enchanted visitors to Dubrovnik, but the ones Seabourn Spirit is visiting are less crowded. Most have some claim to fame, such as ornate Austrian villas at Split and a Roman theater at Trieste, but the real attraction is the scenic beauty, the clear waters, forested peaks and the friendly people. Rovinj, Hvar, Kotor and Korcula and Koper all are places you will never forget once you’ve seen them. All offer chances to bike, kayak or explore on foot, and all three itineraries offer a Marina day at Triluke Bay, Croatia or in Italy’s Gulf of Squillace.
Situated on the heel of Italy’s boot, Apulia is “Italy as it used to be.” A latecomer to tourism, Apulia has been happily supplying wine (10 percent of what’s consumed in Europe is grown there), olive oil, almonds and other foodstuffs. Now small luxury inns are springing up among the rustic towns. Apulia’s landscape looks different from the rest of Italy, slightly Oriental with intensely local customs and unique, round stone-roofed houses called trulli.
So, is Seabourn is offering up the same old thing? Rome and Venice is the bread (tasty in their own rights), but the stuff in between seems like a wonderful buffet of new experiences.
Wednesday, July 23, 2008
Seabourn Odyssey - The Suite Details
Some of you have inquired about the suites on the Seabourn Odyssey and how the compare to the triplets and other luxury cruise lines. I will give it a shot, trying not to be too numbers oriented (as many can't tell size from reading square footage) or adding too much "stuff" about things you would expect in a luxury suite. (All suites have separate bathtubs and showers and twin sinks, flat screen tv(s), etc.)
Here goes:
The suites will have 13 varieties of suites ranging from a few oceanview to many balconies and some really incredible premium suites.
- The Seabourn Suite are oceanview suites that are slightly larger than the present oceanview suites at 295-302 sq. ft., but which have the mentioned separate tub and shower. The Veranda Suites are approximately the same size and have the same amenities, but also have a balcony ranging from 32 sq. ft. (only two of these 745 and 746) to 66 sq. ft. Comparison: About 35% bigger than the standard balcony on the Regent Seven Seas Mariner and Silversea Cloud/Wind and about 10% larger than the Silversea Whisper/Shadow.
- Owner's Suite range from 611 to 675 square feet of interior space with a 149-212 sq. ft. balcony, all with whirlpool tubs, but which vary in amenities and layouts - one having a sofabed and others having separate living and dining areas with a butler pantry. On Regent, its Mariner Suite compares nicely as to size. Silversea they are in between the Whisper/Shadow Medallion and Silver suites.
- Signature Suites are 819 sq. ft. with two verandas totalling 236 sq. ft. with a living room/dining area and forward facing windows. Regent Mariner really doesn't have a comparable suite nor do the Silversea ships.
- Wintergarden Suite - at 914 sq. ft with a 183 sq. ft. balcony the really cool feature is the private glass enclosed solarium. Regent Mariner's Grand Suite is similar in interior space, but has only about 40% of the balcony space. Silversea's Whisper/Shadow's Royal, Grand and Owner's Suites in a single bedroom configuration are about the same size...and the comparisons to the other upper Seabourn suites in various configurations follow.
- Grand Suites are 1,135 to 1,182 sq. ft. internally with two bedrooms, but are of two types: Forward with 3 verandas totaling 301 sq. ft. or with a solarium and 2 verandas totalling 236 sq. ft. Regent's and Silversea's top suite compare nicely, as they should. These are essentially created by utilizing the adjoining suites to the Signature and Wintergarden Suites.
Here goes:
The suites will have 13 varieties of suites ranging from a few oceanview to many balconies and some really incredible premium suites.
- The Seabourn Suite are oceanview suites that are slightly larger than the present oceanview suites at 295-302 sq. ft., but which have the mentioned separate tub and shower. The Veranda Suites are approximately the same size and have the same amenities, but also have a balcony ranging from 32 sq. ft. (only two of these 745 and 746) to 66 sq. ft. Comparison: About 35% bigger than the standard balcony on the Regent Seven Seas Mariner and Silversea Cloud/Wind and about 10% larger than the Silversea Whisper/Shadow. 
- Penthouse Suites are 436 square feet (except 635 which is a wheelchair suite at 611 sq. ft.) and support dining for four guests, two flat screen tvs and a 98 sq. ft. balcony. Comparison: Regent Seven Seas Mariner's Penthouse suites has a 15% smaller interior and a 25% smaller balcony. Silversea doesn't really have a comparable suite.
- Owner's Suite range from 611 to 675 square feet of interior space with a 149-212 sq. ft. balcony, all with whirlpool tubs, but which vary in amenities and layouts - one having a sofabed and others having separate living and dining areas with a butler pantry. On Regent, its Mariner Suite compares nicely as to size. Silversea they are in between the Whisper/Shadow Medallion and Silver suites.
- Signature Suites are 819 sq. ft. with two verandas totalling 236 sq. ft. with a living room/dining area and forward facing windows. Regent Mariner really doesn't have a comparable suite nor do the Silversea ships.
- Wintergarden Suite - at 914 sq. ft with a 183 sq. ft. balcony the really cool feature is the private glass enclosed solarium. Regent Mariner's Grand Suite is similar in interior space, but has only about 40% of the balcony space. Silversea's Whisper/Shadow's Royal, Grand and Owner's Suites in a single bedroom configuration are about the same size...and the comparisons to the other upper Seabourn suites in various configurations follow.
- Grand Suites are 1,135 to 1,182 sq. ft. internally with two bedrooms, but are of two types: Forward with 3 verandas totaling 301 sq. ft. or with a solarium and 2 verandas totalling 236 sq. ft. Regent's and Silversea's top suite compare nicely, as they should. These are essentially created by utilizing the adjoining suites to the Signature and Wintergarden Suites.There is a lot of information which will be forthcoming on the Odyssey. Some of the information has been released, but others have yet to be announced. Keep checking back!
Tuesday, July 22, 2008
What Drives Me Crazy About Message Boards and Why I Am Here
As many of you know, someone incorrectly posted on Cruise Critic that Seabourn "stole" away a Silversea ship...then it was that it was meant to be a Silversea ship and that "Some people were even crossed with Seabourn for taking over the contract! " Where does this stuff come from?
Then, on the Silversea board someone posted that - as I reported days ago...again - that the yard owned the hull design and that it was never an issue of using another cruise line's design. In fact, the poster commented that is a cost savings measure rather than designing an entirely new hull form. Geez that sounds really familiar, doesn't it?! (I am not attesting to that poster's knowledge or the basis for it; only that he posted it.)
So then there was the comment that the original premises came out of something found on Google. So I looked: Nothing even close.
So which poster has the correct information? Why was the original post phrased in a way that it inferred an answer that was controversial? Why wasn't the post, "Does Anyone Know How Seabourn Chose The Shape of Odyssey?"
Obviously if I had posted a response it would have been short and sweet...and there would have been some sort of personal attack...and more misinformation would be posted...and then some posts would be removed...and then, funny enough, the actual information as to the inquiry might well have been so buried that it was never recognized or appreciated.
Many of you have asked me to try to post again on Cruise Critic. Some of you have even posted requesting Cruise Critic allow me to post again. I truly appreciate and am flattered and honored by your pleas and compliments.
However, those that really want information are learning where to get it...with detail and thought...and without the clutter (and, at times, absurdity): Right here.
Then, on the Silversea board someone posted that - as I reported days ago...again - that the yard owned the hull design and that it was never an issue of using another cruise line's design. In fact, the poster commented that is a cost savings measure rather than designing an entirely new hull form. Geez that sounds really familiar, doesn't it?! (I am not attesting to that poster's knowledge or the basis for it; only that he posted it.)
So then there was the comment that the original premises came out of something found on Google. So I looked: Nothing even close.
So which poster has the correct information? Why was the original post phrased in a way that it inferred an answer that was controversial? Why wasn't the post, "Does Anyone Know How Seabourn Chose The Shape of Odyssey?"
Obviously if I had posted a response it would have been short and sweet...and there would have been some sort of personal attack...and more misinformation would be posted...and then some posts would be removed...and then, funny enough, the actual information as to the inquiry might well have been so buried that it was never recognized or appreciated.
Many of you have asked me to try to post again on Cruise Critic. Some of you have even posted requesting Cruise Critic allow me to post again. I truly appreciate and am flattered and honored by your pleas and compliments.
However, those that really want information are learning where to get it...with detail and thought...and without the clutter (and, at times, absurdity): Right here.
Wednesday, July 16, 2008
What Makes a Good Travel Agent Even Better. Thank You Seabourn!
I always find the different perspectives on with whom to buy one's cruise interesting. There are those that only consider price, those that consider assistance and yet others that consider extras.
An interesting thing happened just today when a client was given an inaccurate quote from another agency and then asked me to beat that price...after I had given a very significant discount already and irrespective of the hours spent discussing which cruise to take, logistics, quoting possible alternatives, etc.
I really thought about "Was it all price?", "What about the assistance I gave?", "What is the it extra that I could give or did give versus the other agent?"
But then I thought, if it was only about price then I would not have had to spend the hours working things out. And if it was about assistance, it would not really be about the price. But then I thought, "Ya know, it is actually about the extras...and that doesn't really mean a free tour or cocktail party."
The extras is making sure the client has a wonderful experience from beginning to end. So even though the travel agent with the error wasn't my employee (and, in fact, was my competition) I thought about the client being put in a bad place through the act of a bad travel agent. So I not only honored the erroneous quote, I beat it.
Maybe it was not the most expedient thing to do from a business perspective as to that single booking, but from a way to do business, I think it was the only thing to do. It put my client in a "win, win" situation. The client knows it got the best price AND it knows there is a travel agent willing to go the extra just to make sure the client is more than content.
As most of you know, I am a Pinnacle Club (top tier) agent with Seabourn Cruise Line. And you know that I believe Seabourn is the best cruise product out there in spite of it having (at least for now) the oldest, least amenitied, ships in the luxury market. Why?
It was thinking about what Seabourn would have done for its guest that gave me the answer.
An interesting thing happened just today when a client was given an inaccurate quote from another agency and then asked me to beat that price...after I had given a very significant discount already and irrespective of the hours spent discussing which cruise to take, logistics, quoting possible alternatives, etc.
I really thought about "Was it all price?", "What about the assistance I gave?", "What is the it extra that I could give or did give versus the other agent?"
But then I thought, if it was only about price then I would not have had to spend the hours working things out. And if it was about assistance, it would not really be about the price. But then I thought, "Ya know, it is actually about the extras...and that doesn't really mean a free tour or cocktail party."
The extras is making sure the client has a wonderful experience from beginning to end. So even though the travel agent with the error wasn't my employee (and, in fact, was my competition) I thought about the client being put in a bad place through the act of a bad travel agent. So I not only honored the erroneous quote, I beat it.
Maybe it was not the most expedient thing to do from a business perspective as to that single booking, but from a way to do business, I think it was the only thing to do. It put my client in a "win, win" situation. The client knows it got the best price AND it knows there is a travel agent willing to go the extra just to make sure the client is more than content.
As most of you know, I am a Pinnacle Club (top tier) agent with Seabourn Cruise Line. And you know that I believe Seabourn is the best cruise product out there in spite of it having (at least for now) the oldest, least amenitied, ships in the luxury market. Why?
It was thinking about what Seabourn would have done for its guest that gave me the answer.
Wednesday, July 2, 2008
Where Did the "Critic" in Cruise Critic Go?
As many of you know, I had posted for years on Cruise Critic under the moniker of Iamboatman. My postings have stopped essentially because the concept of "critical" discussion of cruise lines has become forbidden and anyone who dares challenge a poster's comments could summarily have his/her posts removed, be suspended or banned.
In essence, a great message board to find and exchange ideas now has become a "Don't bother us asking a question you don't already know the answer to" and a "I can say anything I want, and you cannot criticize me for it or challenge it."
I have looked at the boards from time to time, especially the Regent Seven Seas and Seabourn boards and find them to be not only boring, but absent any real content...with very few people posting because (obviously) actual discussion of issues, concerns or ideas has been significantly suppressed.
For example, there is presently a thread on the Regent board trying to find out about a particular "Circle of Interest" program on Regent Seven Seas which Regent couldn't provide her/him information on. The poster started that thread after her/his first thread wondering about what it was that justified Regent in charging such high cruise fare was hijacked into a discussion of vodka and how one particular person (who feels she must respond to every one of my posts) only drinks premium vodka while she is cruising on Regent. That same person advised the poster in her new thread to ask her travel agent rather than get information on the message board. WHAT?
What would I have posted? As to the Circle of Interest inquiry, I would have confirmed one poster's comment that Regent has used it as a marketing ploy and that from what I have seen and heard it is generally little more than an expensive (for the client) marketing ploy that has been played out...so Regent is discontinuing the program. And why would it train its staff to encourage a failing program?
As to the first thread, I would have posted that the value simply isn't there relative to the price...if you are questioning it yourself. When the supporters of Regent's policy are acting with faux "status" by upscaling their vodka while onboard, it only confirms to me that they are the same people that fall for the "smoke and mirrors" Regent has been using for the past few years as they endorse the same practices.
To be sure, not everyone who cruises Regent is of that sort; to be sure the majority probably aren't. But when the discussion of what the heck is happening to Regent with its hugely increased prices, its inconsistent service, its changing of hotel, food, etc. sourcing to Oceania's, is met by the "smoke and mirrors" people defending Regent as a sort of holy grail...and the hosts of Cruise Critic barring that discussion, the utility of the message board fails.
In another instance, a poster on the Seabourn board simply made up event(s) (literally pulling one of them from an old thread) and when challenged by that fact as well as facts obtained from others onboard, Cruise Critic defended the original poster's right and removed the challenges under the theory of "you were not there, so how could you know." So the misinformation stayed and the accurate info was removed.
The result is, as is clear from the present state of both the Regent and Seabourn boards, is that everyone is now left with a pretty meaningless site when, not so long ago, it was a great place to find out information.
I would hope that from what seems to be a clear tailspin from being a great source of relevant information, those that run Cruise Critic will change their philosophy and put the "critic" back in Cruise Critic.
In essence, a great message board to find and exchange ideas now has become a "Don't bother us asking a question you don't already know the answer to" and a "I can say anything I want, and you cannot criticize me for it or challenge it."
I have looked at the boards from time to time, especially the Regent Seven Seas and Seabourn boards and find them to be not only boring, but absent any real content...with very few people posting because (obviously) actual discussion of issues, concerns or ideas has been significantly suppressed.
For example, there is presently a thread on the Regent board trying to find out about a particular "Circle of Interest" program on Regent Seven Seas which Regent couldn't provide her/him information on. The poster started that thread after her/his first thread wondering about what it was that justified Regent in charging such high cruise fare was hijacked into a discussion of vodka and how one particular person (who feels she must respond to every one of my posts) only drinks premium vodka while she is cruising on Regent. That same person advised the poster in her new thread to ask her travel agent rather than get information on the message board. WHAT?
What would I have posted? As to the Circle of Interest inquiry, I would have confirmed one poster's comment that Regent has used it as a marketing ploy and that from what I have seen and heard it is generally little more than an expensive (for the client) marketing ploy that has been played out...so Regent is discontinuing the program. And why would it train its staff to encourage a failing program?
As to the first thread, I would have posted that the value simply isn't there relative to the price...if you are questioning it yourself. When the supporters of Regent's policy are acting with faux "status" by upscaling their vodka while onboard, it only confirms to me that they are the same people that fall for the "smoke and mirrors" Regent has been using for the past few years as they endorse the same practices.
To be sure, not everyone who cruises Regent is of that sort; to be sure the majority probably aren't. But when the discussion of what the heck is happening to Regent with its hugely increased prices, its inconsistent service, its changing of hotel, food, etc. sourcing to Oceania's, is met by the "smoke and mirrors" people defending Regent as a sort of holy grail...and the hosts of Cruise Critic barring that discussion, the utility of the message board fails.
In another instance, a poster on the Seabourn board simply made up event(s) (literally pulling one of them from an old thread) and when challenged by that fact as well as facts obtained from others onboard, Cruise Critic defended the original poster's right and removed the challenges under the theory of "you were not there, so how could you know." So the misinformation stayed and the accurate info was removed.
The result is, as is clear from the present state of both the Regent and Seabourn boards, is that everyone is now left with a pretty meaningless site when, not so long ago, it was a great place to find out information.
I would hope that from what seems to be a clear tailspin from being a great source of relevant information, those that run Cruise Critic will change their philosophy and put the "critic" back in Cruise Critic.
Monday, June 30, 2008
Travel Agents and Yacht Brokers
During the American Superyacht Forum I spoke on a panel addressing the issue of yacht brokers/agents who are so focused on booking a charter or making a sale that they actually undercut and weaken the very market they are serving. The parallels to travel agents is undeniable.
Two concepts quickly took center stage: 1. If your agent doesn't know what he/she is talking about the experience is destined to conflict and disappointment; and, 2. While there is dishonesty in the business, the majority of the time the problem stems from ignorance or lack of education.
Education: Taking the second point first, during the conference it was noted that of hundreds of delegates, only 5 or 6 were yacht brokers and, further, that many more were offered the opportunity to be part of the panel, but declined. This resulted in sort of a "preaching to the choir" situation. Clearly if the agents are not present they cannot learn anything from the conference. (And, of course, those that did attend felt like they were under attack, though in reality they were the ones to be complimented.)
There are essentially three ways to gain the experience one needs to be a good agent. The first is traditional education through written or online courses, seminars and general reading. I am a big proponent of these sorts of things. Personally, if there is a course I try to take it regardless of it is Regent, Crystal, Celebrity, Holland America or NCL. What many agents to not understand that it is not only the "product" they may choose to focus on that they need to know, a working knowledge of the "other" products is essential so that one can truly compare and contrast.
The second is seminars. These tend to be more in depth and allow the agent to ask questions and receive feedback. Recently I attended a three day session held by Seabourn for its top "Pinnacle Club" agents. This opportunity provided me with information not only as to a specific product, but as to the philosophy moving forward. This sort of information just isn't possible to provide in a book. Examples: Ports for 2010 and how they are chosen; Development of onboard services on the new Seabourn Odyssey; Marketing Strategies not yet releases to the public. Celebrity also provides in depth full day seminars which provide a wealth of information on both Celebrity and Azamara. While I do try to attend the short 2-3 hour seminars, they usually are of little use (especially if you take advantage of the online courses) as more time can be spent eating and giving out door prizes then actually learning about the product.
The third is experience. Experience, especially in the travel business is vital...and this is not about experience booking. In order to sell properly, you need to be on the ship. While 3-4 hour ship inspections are a great way to begin to understand the product, there is nothing like actually being on the ship for a cruise. An agent needs to experience first hand what the service is like, how a ship flows, how the cabins/suites function, what the food is like in real world conditions, what the entertainment is, how tours are operated, tendering, upkeep and maintenance, etc.
As an example, two years ago I inspected the Royal Caribbean Explorer of the Seas. My first impression was "This is a shopping mall. Get me off the ship!" But I endured my ship inspection and luncheon, learned a bit about where Royal Caribbean was going and said, at least I am not blind when I sell cruises on these ships. Well, this year I am finding a surprising increase in bookings on Royal Caribbean and it, in part, encouraged me to take seven day cruise on the Mariner of the Seas in August. (To be sure, I could not see doing it in a standard cabin, so I have booked a Grand Suite for the four of us...and to see if it works as well as Celebrity for a family of four.)
"I Don't Know...But I Will Find Out" - It is impossible for an agent to know everything. But with proper education and experience, an agent can understand quicker not only that a guess or assumption can be a bad thing leading to disappointment or, worse, a client's feeling that you lied to them to make a sale. For some reason many take what I believe is a counter-intuitive approach of "If I tell my client I don't know something they will think I am not worthy of their business." To the contrary, most clients appreciate an agent saying, "Let me get back to you on that. I need to find that out". Of course that is only valuable if the agent, in fact, gets right back to them. In short, I have a philosophy of "If I say I don't know something, it is a learning opportunity."
Putting this together, as an example, I have a Seabourn client that wanted to have a economically priced "girl's vacation". The client's immediate thought was Carnival; having been on a prior Carnival cruise. I could have said, "OK", booked and been done. Instead I suggested, instead, a cruise on a smaller Royal Caribbean ship I had experience with, but rather than with a few cabins here and there, I suggested a suite overlooking the stern (for three women) and outside cabins for those not able or willing to pay the premium; giving them essentially a private lounge and sun deck where the women could all be together with a bit of luxury...and at only a slightly higher cost than the conventional option.
The result was the following note: You really nailed it when you got us that great deck. We made great use out of it...All in all, I was really pleasantly surprised by the boat. Of course, it is not a Seabourn, but then, we didn't pay for a Seabourn [cruise]. Having only been on one Carnival cruise...I would put this many notches above that. The boat was a bit older, but then, the rooms were bigger...The caliber of the people was several notches above Carnival, and we had an excellent crew. So ---- I wouldn't hesitate to recommend it -- for what it is. Thanks for your help."
So today I start out with a wonderful note from a happy client (Seabourn and Royal Caribbean...for those doubters out there!!) and will follow that with work on a yacht charter litigation where the yacht and crew were clearly inappropriate for the charterer/client.
Two concepts quickly took center stage: 1. If your agent doesn't know what he/she is talking about the experience is destined to conflict and disappointment; and, 2. While there is dishonesty in the business, the majority of the time the problem stems from ignorance or lack of education.
Education: Taking the second point first, during the conference it was noted that of hundreds of delegates, only 5 or 6 were yacht brokers and, further, that many more were offered the opportunity to be part of the panel, but declined. This resulted in sort of a "preaching to the choir" situation. Clearly if the agents are not present they cannot learn anything from the conference. (And, of course, those that did attend felt like they were under attack, though in reality they were the ones to be complimented.)
There are essentially three ways to gain the experience one needs to be a good agent. The first is traditional education through written or online courses, seminars and general reading. I am a big proponent of these sorts of things. Personally, if there is a course I try to take it regardless of it is Regent, Crystal, Celebrity, Holland America or NCL. What many agents to not understand that it is not only the "product" they may choose to focus on that they need to know, a working knowledge of the "other" products is essential so that one can truly compare and contrast.
The second is seminars. These tend to be more in depth and allow the agent to ask questions and receive feedback. Recently I attended a three day session held by Seabourn for its top "Pinnacle Club" agents. This opportunity provided me with information not only as to a specific product, but as to the philosophy moving forward. This sort of information just isn't possible to provide in a book. Examples: Ports for 2010 and how they are chosen; Development of onboard services on the new Seabourn Odyssey; Marketing Strategies not yet releases to the public. Celebrity also provides in depth full day seminars which provide a wealth of information on both Celebrity and Azamara. While I do try to attend the short 2-3 hour seminars, they usually are of little use (especially if you take advantage of the online courses) as more time can be spent eating and giving out door prizes then actually learning about the product.
The third is experience. Experience, especially in the travel business is vital...and this is not about experience booking. In order to sell properly, you need to be on the ship. While 3-4 hour ship inspections are a great way to begin to understand the product, there is nothing like actually being on the ship for a cruise. An agent needs to experience first hand what the service is like, how a ship flows, how the cabins/suites function, what the food is like in real world conditions, what the entertainment is, how tours are operated, tendering, upkeep and maintenance, etc.
As an example, two years ago I inspected the Royal Caribbean Explorer of the Seas. My first impression was "This is a shopping mall. Get me off the ship!" But I endured my ship inspection and luncheon, learned a bit about where Royal Caribbean was going and said, at least I am not blind when I sell cruises on these ships. Well, this year I am finding a surprising increase in bookings on Royal Caribbean and it, in part, encouraged me to take seven day cruise on the Mariner of the Seas in August. (To be sure, I could not see doing it in a standard cabin, so I have booked a Grand Suite for the four of us...and to see if it works as well as Celebrity for a family of four.)
"I Don't Know...But I Will Find Out" - It is impossible for an agent to know everything. But with proper education and experience, an agent can understand quicker not only that a guess or assumption can be a bad thing leading to disappointment or, worse, a client's feeling that you lied to them to make a sale. For some reason many take what I believe is a counter-intuitive approach of "If I tell my client I don't know something they will think I am not worthy of their business." To the contrary, most clients appreciate an agent saying, "Let me get back to you on that. I need to find that out". Of course that is only valuable if the agent, in fact, gets right back to them. In short, I have a philosophy of "If I say I don't know something, it is a learning opportunity."
Putting this together, as an example, I have a Seabourn client that wanted to have a economically priced "girl's vacation". The client's immediate thought was Carnival; having been on a prior Carnival cruise. I could have said, "OK", booked and been done. Instead I suggested, instead, a cruise on a smaller Royal Caribbean ship I had experience with, but rather than with a few cabins here and there, I suggested a suite overlooking the stern (for three women) and outside cabins for those not able or willing to pay the premium; giving them essentially a private lounge and sun deck where the women could all be together with a bit of luxury...and at only a slightly higher cost than the conventional option.
The result was the following note: You really nailed it when you got us that great deck. We made great use out of it...All in all, I was really pleasantly surprised by the boat. Of course, it is not a Seabourn, but then, we didn't pay for a Seabourn [cruise]. Having only been on one Carnival cruise...I would put this many notches above that. The boat was a bit older, but then, the rooms were bigger...The caliber of the people was several notches above Carnival, and we had an excellent crew. So ---- I wouldn't hesitate to recommend it -- for what it is. Thanks for your help."
So today I start out with a wonderful note from a happy client (Seabourn and Royal Caribbean...for those doubters out there!!) and will follow that with work on a yacht charter litigation where the yacht and crew were clearly inappropriate for the charterer/client.
Subscribe to:
Posts (Atom)