Stormy Weather: How Agents Sell Cruises During Hurricane Season

Fall is hurricane season in the Caribbean, but it has great value as cruise fares are lower. Agents say it's important to explain risks and benefits to clients, and recommend travel insurance. // Photo by Susan J. Young

As Hurricane Matthew blew northward along the Florida and southeastern U.S. coast last week, cruise lines shuffled itineraries, changed ports of call and even embarkation times. Such gyrations typically happen at some points during the Atlantic hurricane season, running from June 1 through November 30. 

Often, cruise fares are a great value during this period for those voyages departing from either East Coast or Gulf of Mexico embarkation ports. In addition, many such fall cruises are totally uneventful with no storm on the horizon or a need to shift itineraries. 

Yet, as Hurricane Matthew demonstrated, a storm system can impact a client’s cruise vacation. Sometimes, a favorite port must be “missed” to avoid the storm, or an itinerary changed – such as from an eastern Caribbean route to a more westerly one. At times, voyages are shortened one day or so to ensure ships can get in and out of embarkation ports without any issue, or the order of ports may be flip-flopped to avoid the storm.

So we asked three travel advisors whether they sell such cruises and how they counsel their clients who plan to sail during this time frame. Here’s a look at their tips and insight.

Leveling With Clients 

“When a customer purchases a cruise itinerary during hurricane season, I let them know about the various possibilities that come with this time of year,” says Janel Fidalgo, owner, Janel Fidalgo Agency LLC, an independent agency in the Avoya Network, located in Ware, MA

“For example, if there are rough waters then it is better to get a mid-ship cabin,” she emphasizes, noting that it’s something the client may never have thought about, but it’s a tip that can provide more comfort should bad weather arise. 

Janel Fidalgo 

Fidalgo also describes what the cruise lines are doing, telling her clients that the cruise lines put safety first and will make adjustments to keep everyone safe, such as re-routing the ships – heading to other ports away from the hurricane or staying in port a day longer or arriving a day later.  

She says that some customers immediately think that their trip would be cancelled, but that’s not always the case. 

“One of the most important things to do as a travel professional is to always offer travel protection for unforeseen and medical reasons,” she says. It's particularly important to protect the client's vacation investment during hurricane season and gives peace of mind to clients. 

She recommends being up front with clients and letting them know the possibilities of traveling during this time of year so that they are mentally prepared and reassured that it would still be safe to travel. 

Fidalgo also mentions that if clients purchased shore excursions through the line and the port is changed, the cruise line will “honor” the purchase. So the client will either get a full refund, or the monies will be applied to other shore trips the client selects in the replacement ports of call.   

For clients who are informed and willing to go with the flow, fall in the Caribbean can still be a fantastic time for a cruise vacation. “Some customers have even liked the changed ports better than the ports they were supposed to visit,” Fidalgo quips. 

Risks and Rewards

Andrea Campbell, a Cruise Planners franchise owner, Tampa, FL, says hurricane season can provide some great pricing options for cruises along the west coast of Florida, and she does sell them. “In one sense it can be a good opportunity to try a cruise for a first timer, or for a seasoned cruiser to take another cruise,” she notes. 

Andrea Campbell (at right), owner of a Tampa, FL, Cruise Planners franchise, is shown on Windstar Cruises with the ship's captain and friend Kim Birnbaum. 

Her top tip is that cruises during hurricane season may be impacted by bad weather and the guests may not have the full experience, so it’s imperative for agents to paint the entire picture for a client.

“This risk needs to be explained to the client, so I share with my clients that the cruise lines do all they can to steer around storms and inclement weather to keep things smooth for the guests onboard -- something an island resort cannot do," says Campbell. 

She talks to clients about the risks-- everything from rainy weather, winds and missed ports – to the benefits including lower cruise pricing, lots of onboard activities and still a wonderful vacation getaway.

Campbell says, “I don’t want to dissuade them, but I certainly don’t want to talk them into something they may regret either. In the end, I let the client weigh their priorities for the trip and make an informed decision with the information I have provided.”

She also explains that some storms are not always possible to avoid, and ports of call may be changed on an itinerary due to rough water conditions or storms. That said, Campbell tells her clients that if weather is an issue outside, there are many inside activities to participate in. 

“I have had clients affected by the storms and encounter bad weather and shortened port visits,” she acknowledges. But, “although they were disappointed, their expectations were set up front and I think they will cruise again."

The good news? She hasn’t had anyone in that situation tell her they would not cruise again or tell her they wish they wouldn’t have taken the cruise. 

“The cruise lines all do a wonderful job handling these situations while the clients are onboard which helps tremendously,” she says, but adds that it’s important to sell travel insurance.

Putting it in Perspective

Being well informed is how clients can best enjoy a fall Caribbean cruise, even if changes in the itinerary occur. “As a travel agent in Somers, NY, I sell cruises primarily from the East Coast," says Andrea Joyce, franchise owner, Dream Vacations.  

When discussing weather with her clients, she mentions that the Atlantic hurricane season can run throughout the summer and up through November 30. She reminds them that a full-blown hurricane is a rare event, but it can happen.

"When Dream Vacations sends itineraries to our clients we have a disclosure informing them that ‘ports, times, air schedules and other travel arrangements are subject to change by the cruise line, airline and/or other travel supplier,'" she notes. 

Dream Vacations franchise owner Andrea Joyce is shown traveling the globe, atop a Swiss mountaintop. 

In particular, Joyce says this information and process is particularly important to the conversation when qualifying a new cruiser. "A first-time cruiser looking at price may book in September or October and heed the warning about the possibility of a hurricane," she says.

Her franchise books more than $1 million in travel sales annually. Last year, Joyce's agency had no one impacted by a hurricane.

"This year we had three bookings affected, but none were new to cruising and I’m sure all three families will book again," Joyce says. "They all seemed to understand that no one can control Mother Nature."

She too believes cruise lines keep both travel agents and clients informed and mentions that many lines even offer compensation for a situation beyond their control.  

"My advice for other agents who book cruises during hurricane season is to stay informed and give your clients the cruise lines' websites to check on their ship and itinerary so they can stay informed and feel as if they have some control over a powerless situation," emphasizes Joyce.

She adds: "Remind your clients that safety is the number one concern of the cruise lines and if ports are changed, it is to keep them safe...and not to worry because the cruise line will still deliver on a high-quality, fun-filled adventure.”