Talked with a local LYH person, whom I have been talking with, over last week, in reference to a cruise she wants in August of 2012. She proceeds to tell me, that I am asking, double the cabin deposit amount ($500), for the 7 night cruise she wants on Carnival, based on what another LYH agent told her of $250 (she mentioned a 2nd agent, but I don't really know what that agent told her).
These aren't the first time I've heard such twisted stories. Sometimes I believe the caller gets the info wrong and embarrased to call me back. Yet, other times, I have heard some true horror stores, with cruisers who have booked locally.
In reference to the Carnival caller ... The caller is planning to purchase a Carnival Early Saver Rate. The rules with having this rate, are many. First of all, to hold the rate and secure the reservation, you must pay the deposit in full, which is $ 500, for 2 people, on a 7 night cruise with Carnival, at time of reservation (To secure on day of purchase, this must be with a credit card). Second rule, this deposit is 100% non-refundable. Thirdly, there are no name changes. You can not fixed the spelling of a name, correct the booking to their real name, nor take out one person and add another persons name.
Sure, the caller can put down the deposit for only one person, which is $250, however, in return, the cabin becomes a single cabin, with this one person being billed "double" for the cruise and port charges (not double on government fees). Then later, a second person can be added with this second deposit of $250, and yes, the cost will then be divided in half. However, this was "Not" the scenerio provided to me, by this caller.
So what's going on here ? If the caller is telling me correctly, has the local LYH agent not explained to the caller, what only a $250 deposit will give them ? And again, what does it give them ? It gives them only one name to lock in for this cruise. It means the one person will show at a double cost in Carnival's reservation system.
Calling Carnival myself, Carnival claims, that when the second person puts down the deposit, the price will then automatically divide in half. Is that true ? Or, will the new price for 2 be what ever the new cost is, at the time of adding the second name and second deposit ? With this not being my customer, unfortunatly, it doesn't become my concern. Will Carnival offer this in writing ? No. If it were my client, as a National Carnival account, could I get this in writing, from higher ups, if in fact, this is true ? Yes, Cruises Inc could. Should, not having this in writing, concern the caller ? Absolutely.
Carnival Early Saver Rate is not something to fool around with, when one is 100% into penalty, at the moment of buying. And my recommendation, is to never buy a Carnival Early Saver Rate from the internet, not even ours, cause as mentioned, if you spell your name wrong, you are at 100% loss.
Just thinking of what could happen to this caller, if they go with the agency, which is only suggesting, to put down the deposit for one, literally sends me shivering. My first thought ... What if the second person decides, later, not to go, and now you can't go, cause you can't afford to pay double ? Well, guess the caller will be cancelling, and then loose this single $250 deposit. The magnification of what can happen, if a caller is told to wait on putting down the deposit on a 3rd or 4th person in a Carnival Early Saver Rate is trifold the disasters that can cost he caller ! Disasters raining on consumers, who do not know or haven't been told, scenerios of what can happen to them, happens way beyond how it is suppose to be, in this industry, if you're working with someone who knows the ropes.
Even the past 2-3 years, I've heard of local LYH agents who do not require the callers to put down the full deposit of their cruise, when traveling with a group. The $25 per person deposit, required by the cruise line to reserve space is for the agency to hold the space longer than 30 days. It's not the amount for the cruise to pay. Only a full deposit, guarantees the cruisers rate and space, so why "twist" the rules. And yes, there have been a few dissasters, here in LYH, per callers, the lack in deposit caused the group to loose their cruise ... Or ... The airfare or taxes went up on the cruisers ... Or ... No one in the group came up with the rest of the money to sail. What a "twisted" mess. I'm just shocked, these agencies weren't suide nor currently out of business.
Sorry, as an industry partner, all agents are here to provide clients insight that will not only benefit the client, but help protect them from the unknown and the unforseen (like the roommate deciding not to go or the taxes going up, or the fact, that the whole group might back out). The whole reason I brought Cruises Inc to LYH, 20 years ago, was to help callers from receiving misguided information. But sadly, even when you do share, callers will often trust their vacation with an agency that makes it all sound, "how they want to hear it". And like I told this caller, it doesn't change anything, just cause it "sounds" good to the ear, if your cruise is being bought under some "twisted" rules (by rules of the cruise line or just words you might want to hear).
Maybe in protection of this agent, maybe this agent just doesn't know where "twisting" can lead this reservation ? Or maybe this agent doesn't actually know the rules of these Carnival rates ? FYI, experience in this industry comes from many cruises sold and managed each year; It comes with years of know-how in dealing with these cruise lines; And it doesn't hurt, like with our position in the industry, to have a one-on-one personal National relationship when major issues arrise.
Long knowing, I can't call myself a true "sales person" in the travel industry. Meaning, I won't choose to sell snow to an eskimo, unless I first make sure the caller knows the full truth. For me, it's not worth getting a sale, if I must first "twist the rules", then later, have to figure out how to get out of this mess (To include, my company, nor the cruise line standing behind me, cause I knew better). Momentarily a sale may benefit someone, but in the long run, it can come back and hurt everyone, to include the agent who did the "twisting".
Sincerely, Vivian M Webb, CLIA Master Cruise Specialist
Posts
No comments:
Post a Comment