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Agent Outlook: Cruising TodaySeptember 10, 2007 By: David Eisen Travel Agent
Agents say what pleases them and what could use improvement
Everybody's got an opinion nowadays, from politicians to pundits, food critics to color commentators, Ebert to Roeper—the list is exhaustive.
In the travel community, travel agents hold court as the
seers of speculation—at times praising one facet while upbraiding another. When
your livelihood depends on the workings of others, it's no wonder that strong
viewpoints are often evoked.
This is most evident in the world of cruising, where policy
changes, ship introductions, new itineraries and fare fluctuations keep agents
on their toes day in and day out. We asked agents what puts a smile on their
faces when they are awake and what keeps them up at night with worry.
Higher Prices, Better Profits
Jeff Kivet, CEO and chairman of
ability and focus on finding more exotic ports of call. Not only is it
advantageous for cruisers in general, it, too, tends to pump up per diems and
"When a line moves a ship to somewhere new in
and a better experience for clients. The lines have made a strong attempt to
replace the 'blah-blah' with ports they've never been to before."
Danny Miller should know; he's been working in the industry
for more than half a decade and is currently the director of vacation travel
for Brookline, MA-based Cleveland Circle Travel. "There are so many
cruises now," he says, "with a really great choice of
While higher prices translate into better profits, Joan
McCarty, owner of Specialty Travel in
"Carnival, for instance, has a price point that
really been a gold mine."
E-Ticketing: Losing Personal Touch With Clients
McCarty is happy about that; electronic documents, on the
other hand, are a whole different can of worms.
Many cruise lines have migrated from issuing paper documents
to e-ticketing, in an effort to provide an easier and more accessible method
for guests to obtain their documentation. Princess Cruises led the shift when
it went paperless last September; other cruise lines soon followed suit.
To McCarty, it's just another mechanism that is proving to
widen the void between agent and client.
"I don't like that clients are having to go online to
print out tickets," she says. "It's causing a problem because it's another
way we are losing the personal touch. The more you can touch your clients, the
For example, when mailing cruise tickets to clients, she
will often accompany them with personal bon voyage notes.
Agent and Cruise Line Relations
McCarty does admit that e-docs cut down on office costs ($16
a pop in her case). But Bill Jacob, owner of Reid Travel in
is less impressed.
"I think it's very shoddy," he bluntly says.
"It wouldn't cost the cruise lines much to send them to us." That
aside, Jacob doesn't have many other complaints. "Everything is
wonderful," he says of the current state of the cruise industry.
As for the relationship between the cruise lines and travel
Kivet hopes that the lines don't alienate the agents.
"Some think they can go along without the agents,"
he says, "and replace sales guys with numbers guys. I understand that it's
but you can't be fair-weather friends," Kivet opines.
He cites the travel industry's reaction to the attacks of
September 11, when travel agents banded together and helped bring back the
"When agents are called upon, we produce," Kivet
As for the tools being developed to help ease the work of
agents, Chad Burt, chief technology officer of Cruises & Tours Unlimited in
the electronic tools, such as improved booking applications.
Money matters still concern him and he would like to see
less competition between cruise lines to keep prices up. "When I see some
of these rates, I can't stand to sell them," he says. "It's tough
being nickel and dimed by the consumer. Pricing would be better with less