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Kirk Cassels' Weekly Wrap of User Comments: September 5-10

September 10, 2010 By: Kirk Cassels

September truly is a special month. The NFL and NCAA football are officially underway, baseball season is winding down to the playoffs, the kids are off the streets and back in the school room, and it seems as if everyone is back from taking or planning a summer vacation and ready to jump right back in to issues and topics of interest in the travel industry. I have a feeling we'll be seeing a jump in comments and discussion at in the coming weeks, so let's dive right on in the what was posted the past few weeks.

Cruise West Woes

This week, Cruise West reported that it was restructuring and there have already been reports of the cruise line laying off employees. It's been a bit of a tumultuous time for many, including Gladys Stout, who posted:

I was very sad to hear of Cruise West's problems. They are a wonderful company, and we have had some delightful experiences with them. I will pray for a healthy restructuring and a return to happy sailing soon! Good luck!

Although I can't speak of any experience shared with the cruise line, I share Gladys' sentiment. Best wishes to Cruise West, its employees, its agent partners and its current/former customers.

A Separate Cruise Crux

As one cruise line has a rough time on its own, it appears the industry in general is giving agents a tough time in general. Susan J. Young wrote an analysis piece on the cruise marketplace as we enter the fall season and one reader is not too enthused about the upcoming opportunities for "Wave Season" sales. Doug Farrell shared:

If I see a lower price and cannot get it, I will not use that cruise line or agent again. It's about time someone stood up for the consumer and offered automatic price protection.

The issue of cruise price rebating/competition etc has been a hot one since we polled our readers about it last December. Then, in July, when Carnival began making moves to equalize pricing, the topic was reignited on the message boards. Clearly, it's not going away anytime soon. So I hope agents and readers continue to share their take on the matter, as I believe it can lead to constructive dialogue which they can leverage to improve their business operations.

Pulp of Politics

Whether it's the cruise industry or the travel industry in general, some stories as of late have inspired some readers to get political with their comments. For starters, there's George Dooley's report on the U.S Travel Association's lauding of President Obama’s new initiative to stimulate economic growth and job creation with a new round of stimulus spending by focusing on America’s roads, rail systems and airports. While some, like U.S Travel CEO Roger Dow, are excited about this news, others, like Mark M., are quite cynical. Mark wrote:

The president SAYS he is going to invest in the infrastructure by spending more money we don't have to improve our transporation system. Well, what happened to the billions of dollars designated for the same purpose in the first stimilus plan? Where did that money go? You would have to be a real fool if you continue to believe ANYTHING this president says. Sorry, Roger.

I always do my best to stay out of political arguments. But I will give Mark credit for posting a comment that is closer to the topic at hand then another comment that was posted on a different story. A similar situation happened recently when Dooley wrote a piece about Royal Caribbean's initiative to encourage Americans to travel more, particularly via a cruise line. A reader, named Jesse, took the story as an opportunity to bash the current and former President, stating:

The President may need to get away, but not as much as he has. He's kicking back during the oil spill and in Martha's Vineyard while people suffer. Same goes with Bush. He vacationed for all of August in 2001. Guess what happened then? He vacationed for August again in 2005, too bad Katrina spoiled his vacation. We definitely DO NOT need any more presidential vacations.

All I'll say is that it seems as if Jesse needs a vacation. The summer heat has clearly been getting to some of our readers.

Acquisition Affects Agents

Big news in the industry last week was the report that Nexion was acquired by Tzell/Travel Leaders. In a separate opinion piece on the matter, Dooley seems to believe this is good news for the travel agent community, particularly home-based agents. But one reader feels the opposite. Bradley wrote:

Does anyone other than me consider this bad for the travel industry? It basically comes down to there being three major power players in the host agency game: American Express, AAA, and now Travel Leaders/Nexion. It may overpower smaller hosts by creating difficult in attracting new travel agents.

Bradley makes a good point. As always, I must remind everyone that I am not a travel professional. So may take on the matter cannot be valid enough. Therefore, I encourage our readers to chime in on this one, whether they agree with Bradley or not.

Agent's Issue with Tropicana Las Vegas Inspires Gripe with Barcelo, Carnival

Every other week, Travel Agent unleashes its bi-weekly Las Vegas newsletter and, to share with those who may have missed it, we always post it on our Facebook page for readers to catch up on the latest Vegas news. So one time when we shared it, we received an interesting slew of comments from an agent who had an unfortunate incident with the Tropicana Las Vegas. We followed up by contacting the property and were happy to see that both the agent and Donna Marcou, the property's vice president of leisure sales, quelled the issue together (with our help of course). The story received a lot of feedback from readers. Sue, for starters, praised Marcou, writing:

I have had the pleasure to work with Donna Marcou numerous times. She always takes care of our clients and is a true partner--always willing to help us increase our business with her. It's a win/win/win for our clients/our agency/Tropicana. Travel agents need to partner with her and other travel professionals who support our businesses.

Meanwhile, Sharon lauded Tropicana Las Vegas' handling of the situation as well, commenting:

Great to hear that Tropical's intent was above board, and I'd venture to say that additional training was probably given.

But that's not all Sharon had to say. She also responed to a reader's comment about Barcelo exercising a practice similar to the incident involving Tropicana. The initial comment about Barcelo came from M.J.A., who posted:

Last year repeat clients wanted to stay at a Barcelo property. I called 2 air/land companies...gave the clients the best rate for the resort they wanted. Didn't hear from clients for a week. Sure sign I'd lost it. Called client ...they called Barcelo & got a "commission free rate". I lost the booking. Agents were livid. Barcelo back-peddled an apology. Too late. Since then, when I receive any thing with the Barcelo name I delete it. Yes, "Shame on them"!

Sharon's response to that was as follows:

As for Barcelo this is distressing since they have hotels in many countries I been working on recommending them as my clients that I've booked in their Riviera Maya properties throughly enjoyed themselves.

So M.J.A responded, writing:

I agree, Barcelo does have resorts all over & glad your clients enjoyed one of tbeir properties. But, I spent time researching the clients' request, then lost it to Barcelo's "commission free rate". Put yourself in my shoes.

Just as Barcelo seemed to be the new target, Paula chimed in about another supplier she feels commits practices that aren't agent family. She shared:

It was this article that gave me the inspiration to write a post on Carnival's FB page with a situation of the same. I immediately received a response from CCL and a follow-up phone call today. Hopefully, by Tuesday the entire situation will be resolved and they will honor my commission on a botched booking. Please read my CCL FB post and thank you for putting this up online for all to read.

Barcelo and Carnival are still not alone, at least according to Gerry, who commented:

I am finding that many hotel chains post rates on their website that are "not commissionable" to travel agents. After recommending the "perfect hotel / perfect location" for a client's trip, and quoting a hotel rate ( for which commission is paid)-- the client can go online and book a lower rate (often this is a pre-paid, non-refundable rate) -- but if the client is definately going, they will select this option -- and are satified that they "found a deal" without the travel agent. It saves them about 20% off the agent quoted price. The "non-commissionable rates" happen with Hilton, Starwood, Hyatt, Choice hotel chains. This practice of "non-cmmissionable rates" is becoming more common. Agents need to be careful!

As much as we are thrilled to see that our efforts helped the Tropicana situation and inspired one reader to bring up her concerns with Carnival, it is disturbing to see agents suffering from such incidents. We'd like to hear more from agents that have encountered similiar situations, either by posting a comment below, writing us at our our Facebook page, sending a tweet to our Twitter page or joining the conversation at AgentNation. We want to hear from you, and help you.

We Can Only Celebrate You If You Participate

In case you missed it, we recently shared our Top 25 Agents of 2010 with the community. We were thrilled to receive so many nominations, as much as it made it difficult to pick just 25. I mention the nominations because it appears as if Andy Pesky, senior vice president of Protravel International, feels he was overlooked, stating:

No sour grapes as they say but did anyone interview or ask anyone at Protravel Intl? Being perhaps the largest upscale agency in the country there are some extremely talented, knowledgeable and sophoisticated high quality agents sitting amongst the 900+ agents that make up Protravel. Just curious as CWT Travel seems to be your #1 choice? Andy Pesky, Sr.Vice President

I responded to Andy's comment on the article, writing:

All potential candidates either submitted an application on their own or were represented in the contest through a peer's or client's submission of their name. We received all nominations openly and picked the best from the pool we received.

I'd like to also point out to Andy that Robert Becker of Protravel was one of our top 25 agents of 2009. I'm sure if Andy nominates himself, or if someone nominates him, next year that he'll make the list. So just remember to submit your nominations. And speaking of that, if you know an agent under the age of 30 (or are an agent under the age of 30), then submit nominations now for our third annual 30Under30 campaign, where we profile the best of the youth in the industry. You can submit nominations here.

As always, I hope the comments and conversation don't end here. Keep your opinions coming. Post a comment below, write us at our our Facebook page, send a tweet to our Twitter page or join conversations in real time at AgentNation.

Until next week...

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