|
| |
By Les-Lee Roland
Owner of The Package Deal |
| |
The Easiest Rebooking Tool EVER
I have talked about this sales technique before in my workshops, but sometimes the easiest things need repeating.
I ALWAYS give my clients a letter outlining the program to take with them. I personalize it as well, and instruct them to visit the onboard cruising agent. An example is listed at the bottom of this article. I also include a copy of their onboard booking form — I collect extras when I sail on that cruise line and make copies as needed.
These forms are pretty much the same. It includes their names, the current booking number, form of payment for $100, and your agency info. The clients have the choice of selecting a certain date and itinerary, or to leave it open and apply it to any future cruise within a designated period.
Most cruise lines offer a rebooking bonus for passengers who book future cruises when they are the on the current cruise. The bonus is the onboard credit they receive along with the booking. It can range from $50 to $250, depending on the cruise line and the length of the trip. And you, the agent, will receive the commission. Also, the certificate acts as the deposit on the future cruise. That can be a good selling tool, the $100 certificate is used in place of the usual $500 or more deposit. Especially if the cruise is quite a ways off. It's a win, win situation for sure.
As easy as this may sound, the rules are different with each company. But sometimes, the cruise lines make it more difficult.
Holland America for example. Their onboard agent says that she has to personally work with the passenger. She said it's company policy. So, your client has to make an appointment, since that desk is open only at select times, wait their turn, since the appointments usually run late, and interrupt their own cruise time.
Whenever I am escorting a group onboard, I always request the onboard agent come to a meeting with the group, and sign them all up together. Usually about 90% of my clients take advantage of this, if I am with them. On a recent Holland America cruise, the agent just couldn't take the time to come to the conference room to meet with over sixty interested people. Just couldn't fit it into her schedule. She insisted that each person would have to make an appointment to come to HER desk.
After much complaining from me and a mention that I would write to Holland America to show how inconvenient this was to people who were enjoying their cruise time, they didn't want to select an exact date, they just wanted to turn in the form — she gave in and granted us 15 minutes at 8:30am. She wouldn't allow me to collect the forms and give them to her, she had to physically see each person sign them.
My clients were annoyed, since they didn't want to be there that early, and wait their turn. So hello — Holland America, some did not fill them out. I don't know what the big deal is, since I don't get the commission until they actually book, and HAL gets the $100 immediately. Methinks that she might get a bonus, or a spiff, for every person she gets to select an actual sailing date — why else?
Princess is the easiest. You fill out the form and drop it into a box if you don't want to select a certain cruise date. And their $100 is totally refundable if you don't use it. Upon request of course.
Norwegian Cruise Line is a little bit different. You purchase it on board, and get an immediate shipboard credit while you are on the sailing, not for the future. Only problem is, if you purchase it on the last day of the cruise, perhaps you may not have accrued enough expense to use the shipboard credit. But I believe it can be deducted from the cost of the certificate.
Another good point, different from the other cruise lines, is that you — the agent — can purchase them onboard for your future clients. Even if they have never sailed with NCL before. I bought four on my last sailing and promoted NCL in my next newsletter.
Now, for Royal Caribbean. One of the first to offer the program, and they offer the longest time frame for booking. I tell my clients they have nineteen years to book. They also include with the $100 investment, the same benefits for up to extra bookings. This means Mr. Smith can purchase one certificate, get the future shipboard credit, and have his friends or family book two more cabins and also get the shipboard credit. Sounds great — right?
For an individual booking, it works pretty well. But for group bookings, it can be a headache. First, they only accept one certificate per booking (something not stated on the certificate). Only one shipboard credit on the booking (that is stated on the certificate). If booked with a group, you have to call regular res first and book there. Then, instead of the certificate being the deposit, the client still has to pay a total of $500 per cabin deposit for a seven night cruise before you can transfer the cruise into the group booking. Something not stated on the certificate. Plus you have to leave the booking in regular res with at least 24 hours, before the transfer. And in my case, sometimes, the rates are different, and cannot be combined. Not all promotions can be transferred as well — something that is stated on the certificate.
You have to work with the res department, the group department, and their Crown and Anchor department, and cross your fingers that everything goes through. Plus, with Royal Caribbean, the client has to give you the certificate for you to mail in, in order to share it with families and friends. Sometimes, if they purchased one years ago, they can no longer find it. You can always get the certificate number, since it is linked to their Crown and Anchor number, but getting the certificate in hand can be harder. One reason for this is that when you have a large group onboard booking these, sometimes the agent does not have enough time to process them right away, and may send them out after the cruise is over. Another headache to deal with. It's just is too time consuming to be switched from one department to another, and quite honestly, some res agents just don't want to deal with the certificates and add to the problem.
I have reported these easy to fix problems to Royal Caribbean. I was told they are working on them, and was assured everything was going to be in place soon. Months ago. I still have problems.
But, with the other cruise lines, you can call or go online to get the confirmation number for a future cruise credit.
Some cruise lines, also offer a past military promo for a slight discount on the cruise or a $100 shipboard credit. So start collecting those DD214 forms — the honorable discharge from service forms — and keep them on file.
Oceania has a great program. They allow time after the cruise for the client to rebook, at a discount — no need to purchase a certificate. Makes sense, they have a chance to go home, check their calendars, and their bank accounts, and can work with their travel agent on an itinerary, and still get a benefit. Also, it gives the travel agent time to book group space on the selected sailing, and start promoting it to the friends and family of the client.
Remember, I mentioned the sample letter. It's so simple, and onboard agents have told me that they are seeing these more often now…so I am the culprit of starting them.
Dear Onboard Booking Agent,
This is to introduce my clients, (name of clients) and their booking number is xxxxxxx.
I have told them about your future cruise booking form, and the benefits offered.
Please share with them the advantages of the lower deposit, the shipboard credits, and any upgrades if possible. Also, any promotions offered on your sister lines
(I include this with Royal Caribbean and Celebrity)
Whether they book a future date, or just purchase the certificate, please send the confirmation to my office by e-mail (XXX@XXXXXXXXXXXX) or fax (XXX-XXXX) and I will contact they clients when they return.
Thanking you in advance for working with my clients.
Name — Agency name and contact info.
|
|
|
| Comments |
 |
|
Great Deal! Don't miss out!
Sunshine Travel is pleased to announce 2012 China Leisure Tour Packages for any of following destinations (Beijing, Shanghai, Hangzhou & Guilin)
7 Days/6 Nights Tour Package is for
$299 (per person double)
Guaranteed departure based on 2 passengers on any of date you choose.
Package service includes:
- Private round trip airport/hotel transfers with guide & vehicle service. 6 nights high-end resort hotel accommodation with daily buffet breakfast. Morning Tai-Chi class lessons.
- Optional daily sightseeing tour transfer with guide & vehicle service. (Entry ticket to site visit & lunch is not included and optional.)
Please visit our web for detail info: www.chinaasiatour.com |
Auto
Auto Europe Car Rental Recommendations Before
You Leave For Europe (part 3)
April 19, 2012: Auto Europe, a leader in worldwide car rental services, has compiled a set of recommendations that should be on your checklist for your next trip to Europe. These travel tips cover aspects for before, after and during your car rental experience. Below is the final set of suggestions for being prepared once you have arrived back from your trip. (continue)
Auto Europe Car Rental Recommendations Before
You Leave For Europe (part 2)
Auto Europe, a leader in worldwide car rental services, has compiled a set of recommendations that should be on your checklist for your next trip to Europe. These travel tips cover aspects for before, after and during your car rental experience. Below is the second set of suggestions for being prepared once you have arrived at the car rental location. (continue)
Auto Europe Car Rental Recommendations Before
You Leave For Europe
Auto Europe, a leader in worldwide car rental services, is compiling a set of recommendations that should be on your checklist for your next trip to Europe. These travel tips cover aspects for before, after and during your car rental experience. Below are the first suggestions on being prepared before you rent a car. (continue)
Auto Europe: New mandatory ruling for automobiles in France
Auto Europe, a leader in worldwide car rental services, is prepared to service their clients with the new ruling in France requiring mandatory breathalyzers in all passenger vehicles. (continue)
Host Agencies
Amadeus and Expedia sign multi-year agreement in North America
MADRID, April 19, 2012 – Amadeus, a leading travel technology provider and transaction processor for the global travel and tourism industry, and Expedia, Inc. (NASDAQ: EXPE), the world's largest online travel company, today announced they have signed a multi-year content and technology agreement for North America. (continue)
Sales Tip #11:
Build Your Professional Brand
Create a Lasting Impression
with These 3 Tips
One of the best ways to maintain a customer database full of people who want to hear from you, book with you and send referrals to you is to build a strong and professional brand. Each travel agent has their own personal brand, and it's important to make sure that you take advantage of yours!: (continue)
Travelsavers And Network Of Entrepreneurs Selling Travel (Nest)
Introduce New Customer Loyalty Program
April 2012: Travel Club, a new complimentary customer loyalty program for clients of TRAVELSAVERS and NEST travel professionals has just launched. The benefits of the program are two fold: (continue)
American Marketing Group
Launches Family Lifestyle Campaign
April 2012: American Marketing Group continues to expand upon its award-winning lifestyle direct mail program with a new family-themed campaign, available to licensed travel professionals of TRAVELSAVERS and NEST (continue)
Steven Thompson, CEO
Of Johns Hopkins Medicine International, Will Address "Well-Being And Medical Travel Conference"
March 28, 2012 (Oyster Bay, NY) – It was announced today that Steven J. Thompson, MBA, Chief Executive Officer for Johns Hopkins Medicine International, will address the constituents at the "Well-Being and Medical Travel Conference 2012." (wellbeingtravelconference). (continue)
Patient Travelers Give Candid Recaps at "Well-Being & Medica Travel
Conference 2012"
A specially assembled panel of patient travelers will candidly discuss their experiences in traveling abroad for medical and dental procedures at the upcoming "Well-Being and Medical Travel Conference 2012." (continue)
Trafalgar and Virgin Atlantic Host
The Sales and Service Team of American Marketing Group's
Trafalgar and Virgin Atlantic recently hosted American Marketing Group's sales and service team on a four day FAM in London. The whirlwind tour of the world-class city incorporated all of the most renowned sites. (continue)
"Best of the Best Globe Award"
Avoya Travel™/American Express® has been awarded an American Express Vacations 2011 'Best of the Best Globe Award'... (continue)
"Well-Being & Medica Travel
Conference 2012" GIVEAWAY
Any one who registers by April 15 will be entered to win an ultra-pampering personal spa package at the Centre for Well-Being at the 5-star Phoenician luxury resort. A $300 value, the prize-winning package includes a choice of two 50-minute spa services...(continue)
20% Growth for ExpediaCruiseShipCenters
Expedia CruiseShipCenters has entered its 25th year in business in good stride with 2011 sales figures showing a remarkable 20% growth over the previous year! (continue)
"Well-Being & Medica Travel
Conference 2012"
The "Well-Being and Medical Travel Conference 2012" -- which will take place on June 20-21, 2012 at The Phoenician luxury resort in Scottsdale, Arizona... (continue)
Sandals honored Avoya Travel/ American Express
'Best of the Best, Western' for the company's dedication to outstanding customer service and creating exceptional vacation experiences for Sandals Resorts' guests. (continue)
NCL Honors Avoya Travel With Top Travel Award
Avoya Travel™/American Express®, one of the leading travel companies in North America and beyond, today announced that Norwegian Cruise Line has presented the company with its 2011 'Home-Based Agency of the Year' award. (continue)
OASIS Reports Record
Growth
in 2011
OASIS, www.OasisAgent.com, a leader in the development of programs for home based independent travel agents, reports another year of record growth. (continue)
TRAVELSAVERS Partner Services &
Analog Analytics Team Up to Provide
TRAVELSAVERS Partner Services, a new American Marketing Group company, has won the account as the exclusive travel provider for Analog Analytics' Bigger Better Deal™ solution. (continue)
Keywords
Joel M. Abels • Rusty Pickett • Scott Koepf• Cruising • Airline • Europe • Hotels • Luxury Cruising • Paull Tickner • Mitchel J. Schlesinger • Sherry Laskin • Les-Lee Roland • Mary Brutscher • Sue Shapiro
Royal Caribbean • Travel Industry • Travel Social Media • Travel Technology • Travel Trade News • Vacation • Home Based Trade • Home Based Travel Agent •
Professional Travel Agent • Travel Agent • Travel Agent Professional • Independent travel agents • Tour Groups •
Host Travel Agenices • Cruises
|
Comments 
2011/12 
