Top Things About Cruising

A Travel Agent Will Tell You!

By Rusty Pickett, MCC, ECC

Chuck Colman wrote an article in the December 2005 issue of SmartMoney titled “10 Things Your Cruise Line Won’t Tell You.” After reading the article, I doubt if Chuck has ever been on a cruise, nor has he interviewed a professional travel agent in researching this article. If ever there were reasons for consumers to use a travel agent, this article truly summarized them! Here are most of his points:
1. “Our gain is your loss.” Colman describes how, because of increasing demand, prices have gone up. He never mentions the exceptional value that cruising offers, nor the fact that prices today are about the same as they were prior to 9/11.
2. “Our engines break down all of the time.” He quotes Ross Klein, editor of Cruisejunkie.com, who states that 10% of CLIA’s 150 ships had to cancel some or all port calls because of engine problems. Klein doesn’t list his source. I don’t believe it — in my six years in the business neither I nor any of my clients have ever missed a port because of engine problems. As captain of a nuclear attack submarine for nearly three years, I know that ships are complicated, and they break down on rare occasions. He fails to mention the fact that today’s ships are destinations in themselves! Let me see: art auctions, golf, ice skating, in-line skating, water parks, movies, bingo and soon surfing!
3. “This ship is a health hazard — just crawling with viruses.” According to the article, the Centers for Disease Control reported 11 outbreaks of Norovirus on board ships in the first half of 2005. He fails to report that the cruise lines are the only public entity that reports to the CDC. All U.S. resorts, hotels, etc., report to their local or state health departments. Have you ever been in a hotel that is as clean as a cruise ship?
4. “Sure we can take care of your plane reservations, but you’d do better on your own.” He quotes an unnamed cruise line spokesperson who said, “Typically guests can find a better fare on their own.” No — a travel agent can find the best fare. This isn’t rocket science — it’s contract/bulk air!
5. “Think everything’s included? Think again.” True — but that’s the beauty. Many of our clients object to having to pay for services that they don’t use! He also comments about gratuities. I have never had a client complain about paying gratuities for the service on board! How about the more inclusive premium brands or river cruises? No comment.
6. “We make money while you’re off the ship, too.” He comments about both the store shopping and the shore excursion recommendations. True, but so what? When I shop, I want to know a little about where I am shopping so I don’t get ripped off, and I don’t want a shore excursion to leave me out in the middle of Jamaica having to come up with extra money to get me back to the ship on time! I’m willing to pay a little for “customer service”!
7. “Our insurance? You’re better off looking elsewhere.” Colman ends this section with “The bottom line: It’s worth your time to shop around.” Yes and no — it depends on many circumstances, as we all know. Here is what I say to clients, and I bet you do, too: “We will advise you as to the best and most economical coverage for your particular travel plans.”
8. “Our ads might say Champagne and caviar, but expect beer and pretzels…New cruise lines are sprouting up all the time...” Obviously, the author is unfamiliar with “qualifying” your client. Nor does he ever mention a travel agent who is certified ACC, MCC, ECC, CTC etc!
9. “We get along fine — as long as you don’t have any complaints.” He quotes the Better Business Bureau of Southeast Florida and the Caribbean that apparently has stated that some of the large cruise lines have an “unsatisfactory record” of dealing with customer complaints. I suspect many of the complaints were from folks who booked directly with the cruise line or through an Internet site and had no advocate! We are our customers’ advocate! We can solve problems and do! I have never yet failed to get a problem resolved to a reasonable outcome. (And those problems are few and far between!)
This article makes me proud to be a travel agent. I know that my clients will have the experience of a lifetime, because they are going on the right voyage at the right time at the right price with the right expectations. I also know that yours will too!