Agents prove their worth for cruise bookings
WITH hundreds of
deals available
at the click of a
button via cruise lines’
own websites, it is
becoming more difficult for
agents to prove their value
to consumers who are
increasingly comfortable
with the idea of making
big travel purchases
online.
But there are many
reasons why travellers
should use an agent to
book a cruise, and cruise
lines are vocal in their
support of their travel
partners.
Thaybz Khan,
contemporary brand
manager of Cruises
International, says using
an agent is the most
hassle-free way of booking
a cruise holiday.
“Travel agents take care
of all the arrangements
and negotiations on behalf
of the client. They are
able to book the complete
package – including the
cruise, flights, transfers
and pre- and post-cruise
accommodation.”
Another major benefit
of using an agent, says
Janine Pretorius, Regent
Seven Seas Cruises’
regional sales agent, is
that they are impartial
and can recommend and
provide insights into the
best choice for the client.
“Guests retain total
control over their booking
as they have an agent
who will take care of all of
their travel needs.”
If things go wrong
Another aspect agents
should focus on to secure
cruise bookings is, when
things go wrong, travellers
will have a point of
contact that can assist
them with reroutings and
other last-minute changes,
says Lieria Boshoff,
Uniworld brand manager.
“If a passenger books
online, they would have
to sort out these things
themselves.”
Additionally, the
perception that travellers
may get a cheaper rate
when going direct isn’t
necessarily accurate, says
Dana Webber, director of
Inspirations Travel and
Tours (ITT).
“Most agents and cruise
lines protect their rate
in the market, so the
customer will pay the
same rate whether they
book directly or through
an agent.”
Training is essential
Agents’ specialist
knowledge makes them
indispensable, says Lieria,
but the responsibility
sits with the cruise line
to make sure its trade
partners are familiar with
its product. “We place a
lot of emphasis on store
training and then, once a
month, we invite agents
to come to our offices for
training.”
While Lieria admits
that the vast detail when
it comes to various
ships, destinations
and itineraries can be
overwhelming, this can
be addressed by focusing
on the most popular
cruises and destinations
specifically for the South
African market. “Fam trips
and educationals are also
essential as agents are
given the opportunity to
experience the product for
themselves.”
Christian Boëll, md of
Norwegian Cruise Line for
Europe, Middle East and
Africa, says agents are the
ones with both the client
and product knowledge,
which puts them in the
perfect position to pair
the right client with the
right cruise experience in
the right destination.
“It’s increasingly difficult
to find this kind of
information online, which
is why we focus so much
on agent training,” says
Christian.
Norwegian Cruise Line
recently embarked on a
roadshow across South
Africa that included
a consumer evening.
However, instead of
just inviting potential
customers, each
consumer was invited as
a guest of a travel agent,
who hosted them for the
evening.
“In this way, it wasn’t a
‘consumer direct’ event,”
adds Christian, who
stresses that Norwegian
views its trade partners
as a crucial part of its
business.
Interestingly, Nick
Wilkinson, senior director
and gm of Norwegian
Cruise Line for Northern
Europe, Middle East
and Africa, says he
doesn’t believe other
cruise companies are
the business’s main
competition.
Instead, he says cruise
lines’ main competition
is land-based travel.
“While cruising continues
to gain in popularity, the
reality is that we still
don’t really know just how
large the potential cruise
segment is,” says Nick,
who explains that there
are many people who
would enjoy a cruise, but
due to lack of information,
may not give cruising
due consideration when
planning a holiday.
This is where agents
can play a hugely valuable
role, as they interface
with clients and have the
power to suggest cruising
as an alternative they
may not have considered
otherwise. “We need to
lure people away from
land-based travel and
bring them into the cruise
market.”
Top trends in river cruising
WE SPOKE to Lieria Boshoff of
Uniworld to find out about the big
trends in river cruising for 2017.
Multi-generational travel
Families are increasingly looking for
immersive experiences that can be
enjoyed by every age group. Uniworld
began to tap into this market in 2010,
by offering multi-general departures for
family groups travelling together.
In 2016, Uniworld increased its
multigenerational family departures
from five to 13, with itineraries that
covered a wide range of interests, from
arts and crafts, to active families, thrill
seekers, aspiring foodies and history
buffs. “They include programmes like
hiking, cooking demonstrations and
language lessons, and a visit to the
BMW factory in Regensburg, whitewater
rafting, biking to Monet’s garden
at Giverny, a culinary treasure hunt and
learning how to harvest mussels in the
Venice Lagoon,” says Lieria.
“Departures are scheduled during
summer and winter school breaks and
two dedicated Family Hosts oversee all
activities for young travellers, as well as
local guides and young ambassadors
to ensure a memorable and authentic
travel experience for the entire family.
All meals include child-friendly menus.”
Solo travel
Several cruise lines have relooked at
enhancing the experience for single
travellers – a sought-after market.
Uniworld has waived or reduced
the single supplement fee for 2017
on 30 of its most popular itineraries.
“Uniworld provides solo travellers with
a variety of all-inclusive itineraries that
venture everywhere, from Europe’s
major cities to the less travelled
villages,” says Lieria. “With open
seating at every meal and small
group excursions, Uniworld provides
solo travellers with the opportunity
to encounter fellow travellers and, by
doing so, delivers the perfect balance
for those eager to see the world solo.”
Wellness and adventure
Healthy lifestyles have meant that, for
many, the excesses of a cruise ship
no longer hold appeal. Lieria says
this is particularly true of the ‘baby
boomer’ generation, who are interested
in activities like on-board yoga and
exercise classes, as well as Uniworld’s
Traveling Lite menu of healthy food.
Recent studies also show increasing
interest in river cruising among 18 to
35-year-olds. Recognising this trend,
Uniworld recently announced the launch
of U BY UNIWORLD – a new brand for
adventure seekers aged 18 to 40.
Sales are set to launch this month, and
sailings will begin in early 2018.
“Offering immersive and authentic
experiences for the next generation
of river cruisers – U BY UNIWORLD
will focus on longer stays in major
European cities, connecting explorers
to local experiences and vibrant
nightlife scenes, and offer a new
culinary programme, creative,
mixologists, communal dining tables
and international DJs,” says Lieria.
QM2 completes major upgrade
THE Queen Mary 2 (QM2),
which recently docked in
Cape Town for two nights,
has just completed a £100m
(R1,6bn) remastering project,
which involved the cruise
liner’s Queens and Princess
Grill suites and restaurants
undergoing an extensive
upgrade.
Last year, QM2 spent 25 days
in the Blohm + Voss shipyard
in Hamburg, Germany, where
thousands of people worked
in shifts around the clock to
meet the deadline for the
refurbishment project.
All 172 Grills suites have
been restyled and reconfigured
to maximise the space. The
Grills dining experience has
been improved and the two
Grill restaurants have been
redesigned to offer more tablesize
options and space.
The King’s Court buffet has
been redesigned to create a
more open and central buffet
area. The Carinthia Lounge has
been reconfigured into an airy
and versatile new venue, while
the Verandah now replaces the
Todd English restaurant, offering
contemporary premium French
cuisine.
Next-level on-board entertainment
ACTION-packed offshore
itineraries are a big focus
for cruise lines but they are
not neglecting the on-board
experience, with many ships
investigating ways to provide
new entertainment options
that appeal to emerging types
of cruise passengers.
Dana Webber of ITT says
cruise liners are becoming
more like ‘floating resorts’. “I
have often heard comments
like, ‘I should have spent more
time on board as I did not get
to do as much as I wanted to
on the ship’. Land excursions
are very popular but ships
have made it easy to stay on
board and never get bored.”
Thaybz Khan of Cruises
International says Royal
Caribbean is at the forefront,
with many ‘first at sea’
experiences. “Royal Caribbean
offers Broadway musicals like
Chicago, Hairspray, We Will
Rock You and Mamma Mia, to
name a few.” Other activities
unique to Royal Caribbean
include a sky diving simulator,
bumper cars, ice skating, and
FlowRider (surf simulator).
MSC Cruises has also
enhanced its on-board
entertainment offering by
entering into a long-term
partnership with Cirque du
Soleil, says md of MSC
Cruises SA, Ross Volk. “The
Quebec-based world leader
in artistic entertainment will
set new standards in live
entertainment at sea on board
the newer ships.”
The focus on on-board
activity applies to river cruising
as well, says Lieria Boshoff of
Uniworld. “This means bringing
regional entertainment on
board. In Germany we include
an ‘oompah’ band, and in
Vienna we host classical
concerts. Our passengers
tend to be well travelled, so
we want to offer an authentic
experience on our ships.”
Four bucket-list cruises
1. Uniworld: India’s Golden Triangle and the Sacred Ganges
Lieria Boshoff says Uniworld
has noticed increased
interest in river cruising in
India from the South African
market. “This appeals to
clients who have travelled
with us before and want to
experience India in a very
luxurious manner and see
parts of the country they
wouldn’t normally get to
see,” she says. The 13-day
cruise travels from New
Delhi to Kolkata on board
the Ganges Voyager II.
2. Seabourn: Antarctica and Patagonia
This 24-night cruise on
the Seabourn Quest starts
in Valparaiso (Santiago),
Chile, and sails to the
Antarctic Peninsula and
on to Buenos Aires.
Highlights include the
hillsides of Punta Arenas
(Sandy Point), which is
one of the world’s largest
sheep farming areas, and
Ushuaia, the southernmost
city in the world, known for
its waterfalls, glaciers and
snowy mountains.
3. Austria Connection: Classic Christmas Cruise
The seven-day CologneStrasbourg-Cologne
cruise
on board the Amadeus
fleet offers a fairytale
experience. Guests will
visit the region’s Christmas
markets while enjoying
seasonal gourmet menus
themed for the holiday
season. A party Is held on
board on Christmas Eve and
Christmas morning.
4. ITT: Christmas Adventure in Antarctica
This 15-day cruise on the
MS Midnatsol departs on
December 20, 2018 from
Buenos Aires, Argentina,
before heading across
the Drake Passage into
Antarctica for a guaranteed
white Christmas. After
eight days, the ship
makes the return
journey to Buenos Aires.
Activities include lectures,
birdwatching and kayak
trips followed by hikes into
Antarctica’s wilderness.
