In 2006 Seabourn contracted with V.Ships to operate its technical and marine operations on its three ships. This created a good bit of upset with the non-hotel crew and officers and, quite frankly, puzzled me. Well, obviously Seabourn was not happy with the V.Ship operations and/or costs. (Neither was Prestige Cruise Holdings re: Oceania and Regent who will take back its operations when its contract with V.Ships expires in November.)
Seabourn has finished the process of receiving the regulatory approvals to move the operations in house. While, as with Prestige Cruise Holdings, the politic thing to state is that with a larger stable of ships (three on the way) the efficiencies make in house the way to go, Larry Rapp, Vice President of Fleet Operations, made a couple of comments that - at least to me - make it clear that V.Ship was not going a good enough job either in communications or performance.
He stated that this significant change will result in closer oversight of the maintenance and safety. ‘That is not to imply that there were any shortcomings in the past... However, we are expected to comply in detail not only to all relevant statutory requirements, but also to Carnival standards as well. Having our operation in house makes achieving that standard far more efficient.’ Mr. Rapp also commented that was a desire for direct control of marine and technical matters.
Those comments indicates to me that there were probably some "discussions" by Seabourn about certain things not being good enough and V.Ship asserting it complied with the required statutory standards so it was "good enough". I have no information that was, in fact, the case; it just seems to me to be the obvious conclusion...especially when the relationship ended so quickly.
Reading further between the lines, it seems to me that V.Ship took on huge responsibilities and, as short term profit was its motivation, it utilized its contracted for control over the technical and operational matters in order to create an immediate profit center for itself (hence the application of the minimum standards required) rather than a long term relationship based upon exceeding those minimum performance standards (coupled with excellent communication) that ultimately would have grown its operations...and therefore its long term profits.
I also think it is interesting that V.Ship personnel have migrated to both Seabourn and PCH. This makes me believe V.Ship had the talent pool and that the conflicts arose on the financial side of things.
One other interesting point: As Seabourn and PCH literally are "jumping V.Ships" (sorry!), Silversea is on the gangway about to sign up with V.Ship not only for its technical and marine operations, but for V.Ships to oversea its new build operations; migrating some of its staff over to V.Ship. Interesting.
Friday, August 8, 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.
Wednesday, August 6, 2008
New Regent Seven Seas Ship Delayed Until 2012...At Least.
On Monday, Prestige Cruise Holdings announced its plans for the new Oceania Marina...and some interesting insight into the future for any Regent newbuild(s).
According to Seatrade, PCH has entered into a deal for potentially five (5) ships to be built by Fincantieri...all with the same hull; three for Oceania and two for Regent. While there has been a firm commitment for two Oceania ships, not so for Regent.
Robin Lindsay, Executive Vice President for Vessel Operations characterizes the Regent order as "semi-firm" and is dependent on financing. Lindsay was quotes as saying ‘We hope by the end of the year we will arrange financing to sign a firm contract.’ If that schedule holds, the Regent ship will be delivered in April 2012.
For those of you who also read the Cruise Critic message boards, I "did the math" many months ago and asserted that Regent would not have a new ship until 2012 and the usual suspect(s) flamed me for being so "anti-Regent". Alas, there is a big difference between being realistic and negative. The fact is that it will be AT LEAST FOUR YEARS before Regent will have a new ship...and that is dependent on financing; something that is much harder to obtain these days.
But we need to look further into this information...and into our crystal balls...to try and understand what this means.
The concept is that Oceania and Regent will share the same ships to a great extent. Not only hull forms, but engines, systems, etc. The main difference is that the Regent ships - if built - are in theory going to have 450 or less cabins versus the 629 on the Oceania ones.
But when Frank Del Rio discussed the Oceania Marina on Monday he made the ships sound incredibly similar to the current Regent Seven Seas product: luxury, space, cuisine and options. He told Seatrade the Marina will abandon the English country decor for a more modern "transitional and eclectic" one, have large cabins, marble or granite baths, seven dining venues and an internet connected laptop. (As an aside, my guess as to the last item is that in 4 years this will be an antiquated concept...something I said about the move to put ethernet wiring in new homes back in the '90s.)
One thing I find telling, however, is that PCH is not using pod propulsion. This technology has been shown to be more fuel efficient and provides better maneuverability. The reason given for going with propellers: the technology is not proven. Huh? Pods are being installed on vessel after vessel and even the earlier pods are now being retrofitted so that the former problems are just that. Reality check: Pods are a lot more expensive and omitting them can save significant dollars in construction costs...though increased operating costs will exceed that short term financial "solution"...especially on larger ships.
So with Oceania significantly improving its product to be very similar to what Regent and the luxury lines are offering today - save drinks and gratuities included and, possibly, a higher level of cuisine, are we looking at really nothing more than paying for more real estate on Regent...keeping in mind that Regent will be increasing its passenger counts on the new ships; not reducing them to afford a more personalized level of service.
To be fair, I do not know if the crew counts and design have been worked so that this is adjusted to some extent, but I cannot see how 900 passengers can be treated to the same intimate, luxury experience, as 450 or less can be on, for example, the new Seabourn Odyssey and her two sisters that will be sailing by the time the single new Regent ship MAY be delivered...or the new Silversea ship, etc.
I guess we shall see what the plan is when, in fact, there is a defined plan.
According to Seatrade, PCH has entered into a deal for potentially five (5) ships to be built by Fincantieri...all with the same hull; three for Oceania and two for Regent. While there has been a firm commitment for two Oceania ships, not so for Regent.
Robin Lindsay, Executive Vice President for Vessel Operations characterizes the Regent order as "semi-firm" and is dependent on financing. Lindsay was quotes as saying ‘We hope by the end of the year we will arrange financing to sign a firm contract.’ If that schedule holds, the Regent ship will be delivered in April 2012.
For those of you who also read the Cruise Critic message boards, I "did the math" many months ago and asserted that Regent would not have a new ship until 2012 and the usual suspect(s) flamed me for being so "anti-Regent". Alas, there is a big difference between being realistic and negative. The fact is that it will be AT LEAST FOUR YEARS before Regent will have a new ship...and that is dependent on financing; something that is much harder to obtain these days.
But we need to look further into this information...and into our crystal balls...to try and understand what this means.
The concept is that Oceania and Regent will share the same ships to a great extent. Not only hull forms, but engines, systems, etc. The main difference is that the Regent ships - if built - are in theory going to have 450 or less cabins versus the 629 on the Oceania ones.
But when Frank Del Rio discussed the Oceania Marina on Monday he made the ships sound incredibly similar to the current Regent Seven Seas product: luxury, space, cuisine and options. He told Seatrade the Marina will abandon the English country decor for a more modern "transitional and eclectic" one, have large cabins, marble or granite baths, seven dining venues and an internet connected laptop. (As an aside, my guess as to the last item is that in 4 years this will be an antiquated concept...something I said about the move to put ethernet wiring in new homes back in the '90s.)
One thing I find telling, however, is that PCH is not using pod propulsion. This technology has been shown to be more fuel efficient and provides better maneuverability. The reason given for going with propellers: the technology is not proven. Huh? Pods are being installed on vessel after vessel and even the earlier pods are now being retrofitted so that the former problems are just that. Reality check: Pods are a lot more expensive and omitting them can save significant dollars in construction costs...though increased operating costs will exceed that short term financial "solution"...especially on larger ships.
So with Oceania significantly improving its product to be very similar to what Regent and the luxury lines are offering today - save drinks and gratuities included and, possibly, a higher level of cuisine, are we looking at really nothing more than paying for more real estate on Regent...keeping in mind that Regent will be increasing its passenger counts on the new ships; not reducing them to afford a more personalized level of service.
To be fair, I do not know if the crew counts and design have been worked so that this is adjusted to some extent, but I cannot see how 900 passengers can be treated to the same intimate, luxury experience, as 450 or less can be on, for example, the new Seabourn Odyssey and her two sisters that will be sailing by the time the single new Regent ship MAY be delivered...or the new Silversea ship, etc.
I guess we shall see what the plan is when, in fact, there is a defined plan.
Tuesday, August 5, 2008
Yacht Brokerage and Legal Panel - American Superyacht Forum
As I previously wrote, I was on a panel in June at The Yacht Report's American Superyacht Forum in Newport, Rhode Island. The panel discussion was on issues and concerns with yacht brokers. The transcript of the panel discussion can be found here:
For those of you that know me as a travel agent, this will probably give you some insight as to my dealings as a superyacht lawyer. While some of it may be rather dry or boring, there are some really good comments and observations from the panelists.
And, importantly, there are some parallels between issues with some yacht brokers and some travel agents regarding lack of knowledge, misrepresentations and a personal need to "make the deal" (earn a commission) versus being in the industry for the long term and building a solid reputation through doing things the right way.
For those of you that know me as a travel agent, this will probably give you some insight as to my dealings as a superyacht lawyer. While some of it may be rather dry or boring, there are some really good comments and observations from the panelists.
And, importantly, there are some parallels between issues with some yacht brokers and some travel agents regarding lack of knowledge, misrepresentations and a personal need to "make the deal" (earn a commission) versus being in the industry for the long term and building a solid reputation through doing things the right way.
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."
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