Consumers misunderstanding cruise offer and it’s rules, and later … Discovering “truths” ! Where does the problem lie ?

It only makes sense today, that so many folks are misunderstanding cruise line offers and not prepared for the rules that go along !   Even as a 25 year cruise specialist veteran, if I didn’t have the backing and additional insight from my own staff, I too, might find myself left hanging dry !

 

Where does this misunderstand/confusion lie ?

So many offers ?
So many rules ?
Is the cruise line mis-representing their offers ?

 

Just last week, while I was cruising, I overhear several folks and their complaints, saying …
The cruise line offer said …

·         FREE UPGRADES. I thought I would get them, once I got onboard.  REALLY !

·         FREE ONBOARD CREDIT UP TO $600.  Where’s mine ?  REALLY !

·         FREE DRINKS.  Why are you cutting me off ?  REALLY !

·         GRATUITIES INCLUDED.  REALLY !

 

And yes … I asked these folks … Did you buy your cruise on your own or with an agent ?
None had bought from an agent. REALLY ! (ooops, sorry)
 
Could it be, these folks …
Didn’t know the questions to ask when they bought ?
Or possibly … ‘Self’ interpreting the offer/rules ?

 

In reality, the 1^st issues lies in the ‘false advertisement/assumption’, that buying your cruise on your own is “so simple” !  Yep,  all you got to do is, call the cruise line or just buy online.

If so simple … Then WHY ???

·         So many consumer issues/complaints over mis-interpretation of offers and rules ?

·         Do we still have travel agents (cruise specialists) ?  Why do the cruise lines pay agents (specialists) to help the consumer ?  Guide the consumer ?  Protect the consumer (from themselves) ?  Why did I not hear any complaints from folks who bought from an agent ?

 

I’m not undermining the fact, that cruise line offers, may not be, “all” they seem to be !  Matter of fact, I agree !  And think folks might want to consider  hiring a "lawyer" before making their purchase !

Instead, I’m asking … How many times does it take for these folks to get burnt, before finally understand “where the problem” lies ?  It's buying on their own !

 

Sure, lots of folks buy on their own, over and over, and have no problems.  But maybe what they wanted or interpreted or 'that transaction' ... "Was simple".   Keep  in mind, this cruise may not be like the last nor like the next.  What you think today, is not necessarily the same rules for tomorrow !

Just today, I had a client call me, believing, what he saw online, might save him $34pp from his original cost.  Oh yeah, it did kind of look that way.  However, once I got  down to the ‘nitty-gritty’ with rules and more, he would owe another $24, with the cruise lines ‘new offer’ !  Had he bought on his own, and made this change on his own, he would have had to pay it !

Agents are here to help the consumer !  Even if it’s NOT … “What you want to hear” !

Consumers are better off ‘knowing the truths’, then show up to their cruise being oblivious to what they ‘think they bought’.  Do you not agree !

I'll ask you to call me for your next cruise (434/800) 237-3832 … And not be left …

·         Guessing

·         In confusion.

·         Paying more than you need to

·         Not receiving what you should

·         With the wrong type cabin or location

 

*      Tell you ... Even what you don't want to hear or like !

Or keep buying on your own, while staying angry, throughout your whole cruise (as I saw these folks last week) !

 

Next article ... May 25 ... See you then !

 

The differences between a travel agent, a cruise specialist, a cruise vacation specialist … And Oh, “a middle man” ?

As a travel industry, all these type agents fall under “travel agent”.  Such as in this case, travel agent, is a generic category.  And each, can provide that valuable piece, to any travel adventure.

It’s the consumer, who needs to decide, not only what they truly need, from their choice in agents, but also know the difference in what they actually provide.

Travel Agents, for the most part, are often store-front agencies.  It’s where, usually, one person owns the agency, and then pays their agents, by the hour, to answer incoming calls/emails.  Whether it’s airfare, hotel, tickets for plays, etc.  Some are membership only agencies, such AAA.

Many travel agents have store-front locations.  It’s these type agencies, where folks without computers, should automatically plan, and visit, for making their vacation purchases.

There are also “specialty travel agents”, who piece together, each part of that non-normal vacation experience.  Their customers, most often, have a non-budget type vacation desire.  Info alone, plus research, can add to $100’s, before ever buying the vacation.

Cruise Specialist are a total different breed !  These folks concentrate totally on the cruise industry.  Whether it be on the cruise lines directly, their ships, or where they may destin to.  Not only climbing to a Master Certification with CLIA, but gaining individualized cruise line certification/recognition.

However, it takes more than just education.  Years of experience, in dealing “with the cruise lines” plays MORE of a major role in a cruise specialist expertise !  Knowing “how the cruise line thinks” and “how to get their customers out of a box, when need be” !  Education, with years of experience, puts these type agents in a total different league, than the secretarial-order–taker-type-agent. 

There is a 3^rd type of cruise specialist !  Those agents/agencies, fortunate to have “direct access” to the cruise lines !

What is and/or the value of “direct access” ?

Agents/agencies with “direct access” to the cruise lines provide several purposes for the benefit of consumers. It’s more than just education and experience !

·         Personal phones #’s, these agents call the cruise lines, versus consumer/regular agent lines

·         A personal friend, the agent/agency can call on, in time of issue – Whether cruise line issue or customer personal issue.

·         Already negotiated lower rates and/or amenities, from the cruise line

*     Our computes link to the cruise lines

·         Often serve on boards at the cruise line, in helping “all cruisers” benefit.

Many consumers might think, internet companies have a direct connection to the cruise lines, due to their offers.  However, for the most part, internet companies are a middle man.  And buy their cruises, not from the cruise lines, but instead, directly from a Cruise-Only Distribution House. 

That’s Cruises Inc.  Not only a cruise-only distribution house, the largest in the country !  Not only cruise specialists, with education and experience, but direct access to the cruise lines.  And, 25 years of industry and travel writer recognition, as, “cruise specialists”.

The title of “cruise specialist” changed for Cruises Inc, about 5 years ago.  It’s when the “Land Tour” companies approached Cruises Inc, in providing land tours and all-inclusive resorts to our cruise customers.

It’s when Cruises Inc formed a “relationship” with these folks.  And now, Cruises Inc are “Cruise Vacation Specialists”.  Though the land folks haven’t come around totally in offering lower rates and/or amenities, it has begun to happen over the last year (and we look forward to more) !

Cruises Inc began and continues to be in this industry “for the consumer”.  We want to make available to all consumers”

·         Needed industry changes

·         Best possibly lower rates and/or amenities

·         Direct access to our resources

·         Backing !

·         Our expertise, years of experience, advice, and guidance !

 

We are a word-of-mouth agency !  Not here to take away from local agencies !  However, if you are …

·         Already buying from the internet, then you’re getting our rate but missing our expertise, guidance and backing !

·         Buying at the cruise line, then you are missing the lower rates and/or amenities, they can’t give to you, along with what the internet buyers are missing !

 

Call us.  Allow us to stand behind you and receive the best possible cruise line rates.

(434/800) 237-3832

Next article in 2 weeks ... May 11 ... I'm cruising next week !

Which kind of travel buyer are you ? Only about price ? Need human contact ? Could the internet be your enemy or your resource ? Internet vacation buying is back on the downcline. Why ?

About 6 years back, the climb in internet vacation purchasing went from 20% to almost 30%. The travel industry claimed this was due to the “mind set” that the internet advertising was getting across to many of it’s observers.  That internet buying was “how” you received your lower rates.  Whether true or not, such internet buying included flights, hotels, cruises etc. 

However, over the last 2 years, this percentage to internet buying is dribbling back down, more and more.  Claiming select internet vacation buyers are either:

·        *      More savvy and realizing, there’s more underlying rules to the offers they see online

·        *    Doing their homework more and learning the Internet offers are not necessarily lower than the more familiar sources they can purchase from

·         Discovering internet buying may not be the best way to avoid errors and misconceptions !

·         Missing that dependable voice of an agent, for their needed advice and insight.  How more and more questions arise, while getting closer to vacation

·         Turning more to the internet as a resource versus purchasing !

  

Travelpulse wrote an article, March 30, 2016.  Informing the industry, that now Google, will be offering travel.     And asked several agents, how this might affect them.

One of our personal agents responded, “Google will undoubtedly take market share from other online agencies”.  And also said, “But it will not affect agent market, because agents serve a totally different market !”

And he’s right in what else he said:  “Folks who book online are primarily shopping for price !  They don’t want human interaction !”

He’s also right in saying, “Those are NOT the clients that agents want !”  We’re not seeking these type of folks.  Agents want interaction. They want to talk with folks.  Provide them the best insight and best advice !  Agents want client, who too, want relationship building !  And our specific clients want the same.

Agents can offer low prices and amenities too !  With “all agents” able to offer the same “public pricing and offers” to all their customers … Relationship building, human interaction, and valuable insight/advice is just an added bonus !  And added bonus that internet buyers opt in forgoing !

Until they get in trouble !

 

And this is one of the main reasons the industry is claiming.  More and more folks have either discovered the disadvantage of “buying alone” by way of internet and/or heard enough horror stories from friends. 

The internet can’t actually “hear your thoughts”.  It’s just a booking engine.  Like buying a shirt online.  If it doesn’t let you choose your color, it doesn’t know you want blue !  And though it may offer blue, it doesn’t know, that you need this shirt to match a certain pair of pants you already have in your procession.

Today, the lives of the consumer are more complicated than black and white.  The vacationer may know, yes, I want this package.  Yes, I want this date.  But I want it in purple.  And I want to last till 10pm.  And I want it to include this 5^th person.  And I want to be able to make changes.

Hmmmm.  Generic packaging doesn’t necessarily have all this color; some have “none” !  And even if it does, how easy will it be for “you” in changing this color, on your own ?  And though changing color may have a cost, whether you buy from the net or an agent, will you know this color change cost prior, or discover the change cost is not presented till after you change the color ?   

 

Travelers are also becoming more savvy to where most major internet companies are buying their travel, such as cruises.  And that they, as a consumer, can buy directly from here too !  And that some of these distribution houses offer “human contact” too !  With the opportunity to purchase from the same agent, each time !

Cruises Inc is part of the Nation’s Largest Cruise-Only Distribution Houses !  Not only receive the same agent with each purchase, but an additional Customer Service Team, for those non-emergency non-advice generic type questions/needs.  

As more vacation buyer discover they are looking for more than “just best price” … To include that human contact/relationship building … Someone to help read between the lines, and know you meant “royal blue instead of navy” … Yet advice them that “red” is actually a better fit … Then internet buying will continue to decline and just rise higher as a resource !

There will most likely always be price only shopper who want no human contact !  Not only prepared in getting themselves out of their own box they created, but prefer looking up all their own answers online, whether rules are interpreted correctly or not.

And then there’s YOU !

(434/800) 237-3832.  If you will, mention my article when you call.


Next blog article ... See you April 27

Buying your Land and All-Inclusive Packages. Beware of non-official vendors. Agents contract for protecting clients.

Next week I'm cruising ... Next blog post April 13


Land Tour Vendors – Cruises Inc contracts for our cruise customers !

 

There were basically 3 reasons,  why I choose Cruises Inc 25 years ago (FYI, they had to approve me too).

·         Specialized in cruises.  They were devoted to the cruise industry.  Not only for  having a personal relationship, but in serving on the boards, for many years, in trying to help improve the industry, for the benefit of the cruiser.

·         The regular travel agent, or at least in my area, knew very little about cruises.  Not only, no one specialized in this area, but it seemed, that no one had even taken a cruise.  Since I had discovered, for myself, this was the vacation that “truly took me away”, then for myself, I needed to understand this industry.  And better yet, have a close-knit relationship, that I would never get, if connected to a local agency !

·         Cruises Inc didn’t focus on other travel.  Our mind would be able to stay focused on one topic.  Giving us the needed time, in taking seminars and visiting just the cruise ships, to better help the cruiser.

  

Well today, “land travel” has changed much, in being more like a cruising product …

·         One stop purchase.  Vendors put together packages, for agents to buy “for their clients”.  Instead of piecing a vacation together, the vendor can offer more of what it needed by the vacationer.  Whether it’s transportation from/to airport or to/from cities or meals included with All-Inclusives.

·         Land vendors too, have personalities and budgets.  You can read many reviews online. And select companies, like Apple Vacation, rates their properties, for the vacation to better understand.  And after you too, have experienced them for yourself, you often know next time, if you want to travel again, with this same vendor.

·         Representatives of the vendor are often on property or escorting the group.

  

And like the cruise lines, land vendors turn to agents in providing their vendor packages, for the benefit of the vacationer … 

·         Better informed before travel

·         And when possible issues arise (whether vendor related or personal customer issues), to have that needed support, of an agent.

·         Help keep folks protected from non-official companies/sites.   Like cruises, internet sites buy URL names, that will lure the searcher to their site.  The consumer thinking they are on the official site of the land vendor, when in actuality, they’re not.

 

About 5 years ago, the “land vendors” approached Cruises Inc.  Their reason:

·         Over the last 30 years, Cruises Inc continues to win awards in the travel industry, for our attention to detail.  Meaning, more happier clients, when they arrive to their destination.  Who doesn’t want happier clients, upon arrival ?  LAND VENDORS TOO, WANT HAPPIER CLIENTS – OURS !  Who could blame them, in making this approach !

·         And as the Nation’s Largest Cruise-Only agency,  we have a lot of clients.  What better way for them to reach more vacationers than with our many clients. 

  

Cruises Inc’s reason in now offering “land packages” to our customers …. Like cruises …

·         To be there for our clients.   Back our clients.  Be that go-between with possible issues.

·         We now have that special relationship with the Top Brand Land Vendors.  That contract, where the vendors “knows” which clients are ours !

 

Top Brand Land Vendors, like the major cruise lines, now travel with Cruises Inc to our annual convention.  We meet them 1^st hand, like we do the cruise lines.  Continuing to build that relationship, for the benefit of our customers, as we have with the cruise lines.

 

It’s a WIN-WIN situation.  These vendors have more access to our cruise clients, with providing their land packages and All-Inclusives.  Our cruisers can now come to us, for this same back, with “their choice” land vacation package.  And Cruises Inc now has a larger industry position, for protecting our cruise clients, with their other type bucket-list vacation opportunities and dreams.

 

With more to come … Cruises Inc Exclusive Land Vendor offers !  Just last month, we had an Exclusive offer, for our clients, with Apple Vacations.  We’re looking forward, to the future, in providing our clients more. 

Like cruises, land travel is not meant for venturing alone !   Get started today, in your “land travel” plans.  See some of the industry’s Top Brand Land Vendors below ! 

Then call me (434/800) 237-3832

 

 

 

Can I have cruise line lower rates/offers “after” I’ve already purchased ? Do I buy early ? Last minute? May I downgrade ? See insight

 I do get this question often. Whether it’s when a person is buying or when they see an offer they would love to have.  Unfortunately, there’s not a simple yes/no.  There’s more to it, then the consumer realizes.  Hoping the below insight helps.

Another often asked question, should we book early or last minute ?  To begin with, the cruise lines promised the industry in November 2014, that they were changing.  They stated that they would promote (give amenities), so clients would book early.  Not only have they done this, it’s working !

Since 2014, the cruise lines are stating, that even “if” last minute booker received lower rates, they would miss out on the amenities that have been given to the early bookers !  So in essence, did they really get a good deal ?

Example:  Norwegian.  To receive their current offer, such as drink/dining package offer, they must book, estimate, 60 days prior from sailing.  To receive their AARP discount, they must book, estimate 6 months in advance.

Though the industry has lived up to their promise in 2014, we’ve always told our clients, book EARLY (9mo to ½ years prior) !  Today, even more so, book as soon as rates come out for your sailing (now available 2018)

1)      Rates rise, the more cruisers that book on your sailing
2)      Cabins which need more than 2 sell out faster than cabins for 2.
3)      If there will be more than 1-2 couple traveling together, book early to have cabins closer together.
4)      If 5 or more cabins traveling together,  there may not be enough space available to be near each other, not on same deck, or on ship at all.  Especially space Cruises Inc could “ask for” added amenities for each reservation.
5)      Cruises Inc has price advantage on pre-bought group space/amenities, which can be quickly gone (9 mo’s prior to sailing).  Select cruise lines, if we have established amenities, amenities can still be received, even if last minute.
6)      Cruises Inc has Exclusive Sales, which last for a short period of time and have deadlines.

 

In general, can the cruiser have future lower rates/amenities offered  (when I say “in general”, these are the norms; however, there can be exceptions to yes and to no):

(I)                 Before final payment.  Often the cruise line will allow the cruiser to take advantage of lower rates that they see.   Current amenity offer, not usually offered with the lower rate.

(A)   Exception:

(1)    Select cruise lines rules may state, “new bookings only”.  If cancel and rebook, the cruiser will learn, upon arriving to the cruise, that amenities offered are not included.  The consumer is unaware, that the cruise lines run reports to know, who has cancelled/rebooked.

             (2)    Lower rate not available.  Example:  Princess and Holland America have “flash rates” for
                     past passenger, at last minute.
             (3)    Norwegian.  I’ve seen cases, they have allowed customers to have their current 
                    drinking/dining/etc  pkgs offer,  with re-pricing (up/down).  This can change !

(B)   If cruise line allows you the lower rate, know:

      (1)    In most cases, the reservation will lose its previous amenities promised, to take advantage of the lower rate.

     (2)    If you have 3 or 4 persons in the room, and the rate has gone up for these passengers, this new rate is given, to receive the lower rates for passengers 1 & 2.

(II)               After final payment.  The cruise line will not allow for a lower nor take advantage of any new cruise line offers. 

(A)   Exception:

(1)    If you purchased a Carnival “Early Saver Rates” offer, and you see a lower rate, up till 2 days from sailing, you can ask for this rate you’ve seen.

(a)    Know:  If you received amenities with your original price, these will be removed for the lower pricing. 

(b)   And if you received a reduced deposit, you will immediately pay the additional deposit or your reservation will automatically be cancelled.

(2)    You can opt to upgrade, and possibly take advantage of lower rates.

 

Downgrade.  Most consumers do not realize, you can’t downgrade without an auto cancellation. 

(A)   Before final, the cruise can cancel and rebook, if want to downgrade !  Remember insight above.

(1)    Exception:  If you are have a Carnival Early Saver Rate, though you can pay $50pp and change your date, you must purchase the same category.  This could change (?).

(B)   After final payment, you can’t down grade to take advantage of lower rate.

  

There are so many rules with the cruise lines that the consumer is unaware of.  And each cruise line is different.  Amazes me daily, how folks who buy online survive ??  In reality, many folks learn, once they get their new bill or get to their cruise, what they didn’t know !  And I receive a lot of calls WEEKLY for help (for a fee). 

Please know, when you complete the cruise lines online check-in process, you are agreeing to their rules, where you read them or not !  If you say, well, I’ve not done the check-in, so I’ve not agreed ?  Once you have given a deposit to the cruise line, you have gone into contract.  And they can add rules without notification.  I suggest, you read their rules online first !  And anytime you think you want to make a change, cancel, or do something out of the norm.   

Folks have been known to say, but I didn’t know my request was out of the norm.  Here’s “one” way in knowing, if your request is out of the norm: Is everyone making this same request ?  I’m not talking 5  or 10 people (reservations) … I mean everyone ?  If your request is being given to everyone, or everyone is making this same request, then this is usually the “norm”, as far as requests go.

 

Hawaii Cruise Choices. Reasons, Why cruise ? Must you fly to Hawaii ? My take/insight.

Watch for next article in 2 weeks (March 23) ... Now, every other week.

Many folks love going to Hawaii.  Love returning.  Over and over.  I have clients who have taken 5+ cruises and I too, have been to Hawaii 5 times.

Though my first time, was a land package, back in the early 80’s, never again for me !  The food alone, on the islands, were expensive; it’s why I now cruise, when going there.  Then there’s the cost and inconvenience of flying to the different islands; again, my 2^nd reason, why I only choose to cruise, with future visits ! 

Of course, an associate of mine, and myself, are the only 2 people I know, who do not say, it’s a place we want to return.  My associate sees it no different, than going to a Caribbean beach, with beaches, being her 1^st love in travel.  And me, I don’t like the flying over, though I’ve been to further destinations, such as Australia and Japan, these longer flights, for some reason, didn’t bother me as much as, when I fly to Hawaii.

This opportunity is also popular for folks,

(1)    Who can’t fly for long periods
(2)    Who don’t like to fly
(3)    Who don’t like to fly over the ocean.

There’s estimate, 15 day cruises, round trip to/from the United States, for folks like me, who don’t like the long flights.  Though the cruise lines choices differ yearly, you can usually find ships with this route, October to May.  In the Summer, these ships are elsewhere, such as Alaska.  You’ll find choices from:

(1)    Vancouver
(2)    San Pedro, CA
(3)    Long Beach, CA
(4)    San Francisco
With cruise lines such as:
(1)    Princess
(2)    Holland America
(3)    Crystal Cruises
(4)    Carnival

One of the downfalls in choosing one of the round trip US choices is, not being able to spend longer time in Honolulu.  Here is where you’ll find the Arizona Memorial and Pearl Harbor, the beach of Oahu, Pineapple Plantation (Dole Factory), the famous Polynesian Cultural Center and more.

For folks who want to spent more time in Honolulu, but again, not so favorite with the flights, is the option of “one way” cruise to or from the US, with only “one” long flight to/from.  These are usually 10-12 nights.  Mostly found, when ships are transitioning to/from Alaska, or even Asia or Australia.

Estimate, April/May, Sept/Oct.  Call me:  (1) Which one ?  (2) Why ?  (434/800) 237-3832

Then there’s the “only cruise line” for folks who can only take shorter vacations … Norwegian Cruise Line … Pride of America.  These are available all year round.  Departing Saturday. 

Though this cruise line may not be my 1^st choice nor favorite choice, I prefer mostly this cruise choice, because of her estimate 100 hours in port.  You can see and do all you need to do, during the daylight hours, before returning to your “life onboard”.  Without flying to each of the islands.  Without packing/unpacking.  And she usually stays in Kauai and Maui, 1 ½ - 2 days.  Giving you that opportunity to also visit more of Honolulu.  Call me:  (1) How many days minimum, should you stay in Honolulu ?  (2) Before or after, why ?  (434/800) 237-3832

Another Tip with Norwegian:  These cruise are popular.  You need to book 9mo to at least a year from sailing.  Here at Cruises Inc, we have many savings opportunities when you book early.  Call me (434/800) 237-3832

 

 

 

Have you been to Hawaii ?  Have you sailed the Hawaiian Islands ?  Call me !  Early !

 

FYI ... These "Ocean Guide books" ... I love them.  

2,383 Caribbean Hotels. Why agents buy All Inclusive Resort vacations through a vendor ? Why buy through an agent ? See “name brand” vendor partners

Why agents buy All Inclusive Resort vacations through a vendor ?  Why buy through an agent ?  See “name brand” vendor partners

Trip Advisor mentions, there’s 2,383 hotels in the Caribbean.  And more being built each year.

 

Which one to choose ?  Though you can find online, TripAdvisor travelers Top 30, Adult-Only (and comments),  I've provided this same info, for my customers & Future Cruises Inc customers today, by way of Facebook. 

 

 

Go here, As to join Cruises Inc's Future Customer Facebook group:   https://www.facebook.com/groups/478454718840805/ 

My first advice for travelers, like cruises, stay with “name brands”!  (See below, name brands by vendor).  You’ll discover, agents purchase resorts through vendors, such as Apple Vacations, Fun Jet, and Travel Impressions. 

 

Why ?  Why doesn’t an agent buy directly through the resort ?

Just like Cruises Inc has a unique and special relationships with all the major cruise lines, these vendors, not only have a (1)Personal relationship with these different resorts, (2)They often receive added discounts from the resorts to pass to agents/customers, (3)Often have one of their staff on site, (4)Have rated the many resorts, its clients/agents.

Why wouldn’t a vacationer, not just buy directly, with the resort or one of these same vendors ?

(1)As stated above, best suggestion for a vacationer, is to have this vendor as a middle man, and (2)As another security for the vacationer, is an agent. 

Why ?

(1)Because of the agents personal relationship with the vendor, (2)Someone to fight your unknown battles,  and (3) Some vendors, such as Travel Impressions, a vacationer can only have their connectivity with the resort, by way of purchasing through an agent.

 

Go here:  Apple Vacations partners include:

http://vwebb.cruisesinc.com/travel/cruise_articles/CMSStandardPage.html?edOid=1612660390

Go here, Travel Impressions partners include:

http://vwebb.cruisesinc.com/travel/cruise_articles/CMSStandardPage.html?edOid=1612660393

 

Play it safe ... Protect your vacation $$'s !  Purchase your next All Inclusive through an agent.  One who goes through a vendor.  And suggesting to you, a "name brand" !