By Les-Lee Roland
Owner of The Package Deal

Can someone explain what an even playing field is? Especially in travel! Tauck Tours makes it clear that no one is allowed to advertise discounts or rebates. If caught doing that, are they really removed from selling the product? What about Crystal Cruises?

How many cruise lines came out to show support for travel agents and say that all agencies would be offered product at the same rate? No one could advertise any discounted rates online or in other written advertisements. Bravo, we all thought — until we turned on the computer.

In the blink of an eye, we found online companies offering the same rates as the cruise lines, but they added savings that were hard to compete with. They would throw in complimentary insurance, shipboard credits, or even shore excursions.

When I contacted cruise lines to inquire about this, I was given a couple of reasons. The first one was that the online company had group space and was using their amenity points. When I asked how they were allowed group space on every sailing, and my agency was limited to the amount of groups I could have every quarter, I got no response.

I was also told that if they chose to give away insurance or an excursion, it still did not break any of the rules, because they were not offering a discount.

At a major trade show, a panel of honchos from the top tour operators was on stage touting how important we travel agents are. One guy even said they don't want to deal directly with the public, and they don't condone discounting. After all, we are entitled to our commissions for all the work we do.

I made my way to the microphone for the questions from the audience. I had my iPhone on the Web site for a company that does not work with travel agents, they sell directly to the public. And they always offer BIG discounts, at least 10% off each trip. Plus if you go on Google, and bring up, for example, Globus or Trafalgar, this discounter's site comes up first in the search list.

I made my statement that if this major tour operator values OUR business, then why do they allow this online company to offer such low rates that many agents refuse to compete with?
His answer, after a stammer and a glance to others on the panel, was that this online company is just a small part of their sales. When I asked why they allowed these discounts, that it really was not an example of an even playing field, the answer I got was that he would look into it.

I pressed it further, and approached him as he was coming off the stage, and asked when I should be in contact with him to get a more assertive answer. No response. And guess what — no answer, ever. And the Web site is still going.

Now, there are new tactics going on in the cruise industry. Princess and Cunard offer their Alliance program. Basically, an agent signs up to purchase printed material to be sent out to clients. The agent has the option to turn over their mailing list to Princess for automatic mailings, with the agency'd info printed on it. The rate includes the postage. Or, for a lower rate, the agent can opt to have all the printed info sent to the agency, and be mailed out from there.

Here's where it gets a little sticky. Their latest promo offers up to $400 off 2012 Europe cruises for both Princess and Cunard. Sounds good so far.

But wait — unless the agent signs up to promote this, and pay the small amount to Princess for the mini brochure, that agency cannot sell the promotional rate. Their agency will be exempt for using these offers. The mailers will go out in late August with a sales deadline of Sept. 30. I wonder if Princess then offers this program to all agents, even the ones who didn't pay anything.

Is that an even playing field? Pay to advertise, and if the gal down the street didn't pay, her rates will be higher than mine. Gee, I wonder how Polar is programmed to give me a lower rate than her office.

Now, I don't want to just pick on this fine cruise line. What about promotions that are mailed out by NCL to Latitude members (past cruisers with them)?

I had a client contact me and tell me about his mailer. He said he first called the cruise line and selected the date, the ship, and even got the cabin number for the mini suite he wanted. He wrote everything out that was quoted to him, cruise, taxes, insurance, AND shipboard credit. He told me to book it.

I called NCL and tried booking it, and was given a higher rate, and no shipboard credit. When I explained that the client was quoted a better deal, I was told no way. I asked to speak to a supervisor, and he told me that the Latitude member could have that rate if he received an "invitation" mailer. It was sent out to a select group, and without it, the cost was different.

I asked to be connected with the marketing department or corporate in order to better understand if NCL was targeting our clients and not allowing the travel agency to sell the promotion. After all, in this case, I brought the client and his family to NCL the first time, the second time, the third time – all on my recommendation.

I was told I would have to send an E-mail- no one to talk to about this. I did leave a voice mail, and never got a return call. I admit, I never tried calling my DSM, since I process orders through different offices, and some DSMs don't contact me, since I may be out of their territory.

I want to give NCL the benefit of the doubt, since they really do connect with travel agents, but I cannot waste my time fighting to get what should rightfully be ours. Sometimes, it's just easier to move a client to another supplier.

An even playing field, huh? There is a major retail travel company who promotes their preferred suppliers and if, for example, a cruise line is not on their list, they will still sell it. However, this is only after they ask the client to sign a disclosure form stating that this is not a preferred supplier.

I asked the owner of one of these branch offices about it, and he said it is standard policy. The headquarters had asked the supplier for a lower rate or higher profit margin, based on the volume, and they were turned down. Therefore, they make the client beg for it.

So, my hat is off to any supplier who publicly comes out and says, — "Sorry, the same rate for everyone." They don't care if it is Costco, Sam's or Little Angie's Travel Mart — we're all the same.