October 01, 2010
Kirk Cassels' Weekly Wrap of User Comments: September 27 - October 1
When it comes to issues that matter to travel agents, the autumn season is starting off with quite a bang. It's been a bit since I wrote a Weekly Wrap, primarily in part to my recent participation in covering The Lodging Conference 2010 at the Arizona Biltmore in Phoenix (check out www.hotelworldnetwork.com for details). Needless to say, there were plenty of comments to review upon my return, so let's take a look.
When someone posts a comment on a previous Weekly Wrap, I always make a point of leading with it the next week. Rosemary posted a comment on the last Weekly Wrap, focusing on how consumers' search for travel online causes competition for agents, writing:
I wish I had answer, Rosemary, but I'm not travel professional, just a journalist covering your experiences. So I am going to defer to our readers and hope one of them can give you an answer that my experience cannot support.
Shots at Sheehan, NCL
Norwegian Cruise Line (NCL) has received some criticism from readers as of late, most of them posting their take on articles pertaining to the cruise line's CEO, Kevin Sheehan. I'd try to explain, but I'll let the comments speak for themselves.
went on a cruise "jewel" nick for kids. 8/28/10... room was dirty, 8:30 pm they came to keep it. 2 days later we were asked to leave our room so they could clean the rugs @ 8:30 am. When we pulled into port my mother was told that there was no shuttle to take her from the ship so she had to stay behind... she couldn't sit on the balony because they were varnishing it. SHE CRIED THE WHOLE TIME!!!!!!!! when we spoke to someone ( head of hotel mgmnt) he could care less.
carolyn is not alone in her disappointment. When commenting on a nearly two-year-old news item about Sheehan becoming the CEO of the company, TAMMY CAREY, wrote:
WENT ON A CRUISE , HAD BOOKED TO GO TO ATLANTIS, AND HORSEBACK RIDING THE SAME DAY. GOT TO ATLANTIS AND IT STARTED RAINING, AND THE PARK CLOSED. NCL REFUSED TO GIVE ME MY MONEY BACK $596.00 FOR 3 OF US, FOR SOMETHING WE DID NOT USE. WE NEVER GOT OUR TIME TO SWIM WITH DOLPHINS TILL THAT MORNING,. THEY TRIED TO GET ME IN A OFFICE SO OTHER PEOPLE WOULD NOT HERE WHAT TEY HAD DONE. BESIDES ALL THE NO REFUNDS, FOOD WAS TERRIBLE, SEWGE ON THE 8TH FLOOR, JUST A TERRIBLE EXPERIENCE COMPARED TO REAL CRUISE SHIPS. THIS ONE SUCKS.LOOK AT THERE RATINGS.
I think the capital letters alone demonstrate the readers' frustration. It's unfortunate to read these experiences. Anyone out there have a similar or contrarian take on this matter?
More on Cruise West
The news of Cruise West's downfall is a few weeks old but, understandably, some are still coping with the shocking turn of events. Here's what two readers had to say:
As a former CFO and worked under Chuck West , it is very sad to see it comes to this. I did start a new small boat cruise company 14 years ago. It was based on Chuck's basic principal of provide intimate cruise experience with the nature. Chuck's spirit lives on.
Madelyn Tyson of Cruise Planners shared:
I am sorry to hear of Cruise West's need to restructure. Dick West has been a leader in authentic Alaskan tourism for many years. As my husband and I took our photography group on our Alaskan cruise this summer I heard more than one cruiser comment that he wished he could have been able to join Cruise West on one of their Alaska sailings. It's also been a goal of mine to sail with Cruise West. I hope I will still get the chance in the future.
I also am offended by the photograph Travel Central chose to illustrate this article. I do not feel it does Cruise West's superb product justice.
I cannot speak with any authority about the Cruise West situation. But I will note that it was I who chose the image of the stranded Cruise West ship for the story (seen below).
Why? I feel an image of a Cruise West strip stranded on land was emblembatic of the travelers, agents and tour operators who felt "stranded" by the situation. So, that's my bad. Wait, not my bad, my decision. It was not my intent to offend Madelyn or Cruise West.
Cruise Center Call Hours
Another cruise line that got some attention lately was Princess Cruises, which recently reduced its call center hours. For some, it's a schedule adjustment. For Patrick Fok, it's something else. He stated:
Polar supports Princess, Cunard, and Holland America, the three lines we require the least phone contact with. Coincidence?
I don't know if it's a coincidence. But perhaps someone else can add more to this conversation?
Collection of Caribbean Comments
As winter approaches, it's time to start looking at the cold weather getaways clients can find in the Caribbean. One of my best friends, Brad, just spent his honeymoon in Barbados and won't stop talking about the incredible time he had. I wonder if he ran into Anthony Feliciov, Jr. who, after reading news about Barbados' tourism numbers soaring, shared:
Just returned from a weeks stay in Barbados. Beautiful island and will definitely be returning and recommending to many of my clients. Outstanding beaches, great restaurants, and most importantly a very warm and friendly people.
My buddy Brad had the same thing to say about the island and it's people. Any agents looking to learn more abour Barbados should check out our special Featured Channel on the island, where they can get the latest information they need to to sell the destination.
I'm sorry to say Aruba will not be a happy place for me again. It will be a place a girl named Natalie died and was disrespected. So sorry.......But best of luck.
I traveled to Aruba last November, and the Holloway story was unavoidable down there, mainly because anyone I talked to is waiting for that stigma to go away. It's a shame that one incident can mar the island's tourism industry, even five years later. My advice to anyone who feels the same as Joy about Aruba is: get over it.
Again, it's sad. However, if every destination were to suffer due to a lack of tourism after an unfortunate incident that was not directly the fault of said destination, then countless communities would suffering. After 9/11, New York needed tourism more than ever. The same can be said now for the Gulf Region of the United States (just to name another).
Downplaying peoples' misfortunes is not my intent here. My intent is to say that travel brings much needed business (and education) to so many places that those who are able to put bad news aside and still go through with leisure or business travel plans to particular destinations, in my opinion, should be lauded.
Speaking of Tough Situations for Destinations
Let's take Mexico as an example of what I'm trying to say about keeping travel plans going. Needless to say, our North American neighbor has taken a beating over the past few years when it comes to bad news: swine flu, earthquakes, the economy and drug violence that is at the border (not in or near tourist destinations). So when Joe Pike writes about how the country is rebounding, it's interesting to see what some readers have to say about the matter.
First, B.S. wrote:
Ur kidding right? You can't call an inevitable reality "bad press". This is far worse than people living in Mexico are willing to accept. Forget H1N1 or the Mexicana bankruptcy. The reason why travelers from the biggest markets (US & Europe...) are having second thoughts about visiting Mexico is simple: all out violence. The drug war is poisoning it all. No matter what the government tries to say to the world, this will not change overnight and it will only get worse before it gets better.... Nevertheless, I hope the gruesome violence will stay clear from travel destinations in central Mexico and beach resorts so that leisure travelers thinking about visiting Mexico will do so and return as often as possible, taking advantage of the amazing travel deals, service and hospitality that are characteristic of Mexico...
Before I could respond, citing my experiences traveling to the Riviera Maya as well as my time spent in Mexico City, MJ Carr chimed in for me, saying:
The last comment is obviously someone who does not know Mexico well nor travel there. As a US Citizen living in Mexico for 5 years, the press has blown things WAY out of proportion. Who are YOU kidding? Do we tell our own citizens not to visit New Orleans, with a murder rate of 22 per 100,000 now the most dangerous city in the US? Or better yet, should we say don't visit all of the US because of what happens in ONE or a few cities? The violence is almost strictly contained to drugs. Use common sense, stay in tourist areas in daylight, and don't buy our use drugs and you have nothing to fear. The truth is, there is still way more violent crimes against innocent people in the US than in Mexico. Our own press doesn't care to make this known.
But MJ and your friend Kirk aren't the only ones speaking out in support of Mexico. Pike recently spoke with Mexico Tourism Board director recently and (guess what?), the country cites travel agents as a strong reason for it resurgence! Just check out these comments for yourself:
Jennifer Constantinos wrote:
I was in Cabos two weeks ago and the service was superb! That's what my clients are always looking for...
Bryan Alvarez posted:
Mexican destinations are getting better all the time. Customers are asking about other destinations but it's difficult to get the deals that you can get in Mexico. It's important to put things into context since the problems are not taking place all over the country.
luisa Allen shared:
Mr. Sumano seems to forget that in July of last year, Mexico was up to it's neck in the swine flu pandemia, and tourism went down by at least 50%. So the increase is not really that impressive...however, it is good that the correct information about the "violence" is getting out.
Good point about the increase, luisa, and kudos to you for noting that the "violence" is abating. In other words, people, don't stop selling Mexico.
AA Gets an A, from this Reader
For those interested in traveling to or sending clients to any destination in Europe via Heathrow, take note of American Airlines' upgrade of its Admirals Club at the London airport. It received some positive testimonials from two readers:
I can vouch for the renovation. Spent a couple of hours in May. It's superb. A good variety of tasty food, hot and cold, wine beer, liquor, and all of the amenities one could need
Jacqueline Johnson commented:
Great to hear this. It certainly needed an overhaul and update as it was an awful place to visit.
I can only assume that Jacqueline is the same Johnson that writes such insightful pieces about selling wedding travel. That being said, I can attest to how much weight her words carry (hint: it's A LOT!)
It's always pleasant to end the Weekly Wrap on a fun note and this week, it's a "hip" note. It appears that Travel Agent has made a new friend through our report about Travel Insured's light-hearted marketing campaign as of late. Sharing his take on the story was Tony Brent, who wrote:
I'm the Travel Hippie and I think you guys are groovy!
Maybe Tony's complimenting Travel Insured and not us. Either way, thanks for the "free" love, brother.
Whether it's telling us how jive you think we are, how bad you think or choice of pictures are, or what your take is on a matter we cover, we always love hearing form you. So please keep the feedback coming. Post a comment below. Write us at our Facebook page. Send a tweet to our Twitter page. Join the conversation in real time at AgentNation, the only social community online for all types of travel agents (maybe one day we'll have a movie made about OUR social network, and hopefully it will be directed by David Fincher and scored by Trent Reznor of Nine Inch Nails— I can dream, can't I?). For those who aren't getting my reference, check out the trailer for "The Social Network" below, which opens in theaters this Friday (been awhile since I dropped a cinematic reference).
By: Kirk Cassels