WITH new ships,
new brands and
ever-changing
itineraries, staying
abreast of changes in
the cruising industry can
be challenging for travel
agents, while at the same
time they are honing their
abilities to close the deal.
So how are cruise lines
making life easier for
agents?
Thaybz Khan,
contemporary brand
manager of Cruises
International, says agents
should be selective and
focus on staying up to
date only with what is
most relevant. “Travel
agents know which
brands are in demand,
or which brands they sell
the most, and therefore
should prioritise the
news, specials, updates
and training schedules of
these brands.”
Sales reps are key
Cruise companies’ sales
representatives are likely
to be the best source of
information. Thaybz says
it’s essential that agents
reach out to sales reps.
“It does become
overwhelming for an agent
to remember everything,
which is why working
closer with the sales
reps will make it easier
to manage.” She says
at Cruises International,
sales reps help agents
to close sales. “They do
this by offering product
information to the
client, working with our
reservation teams on price
matching and ensuring
that they have the best
deal at the time of sale.”
Elisna Bergset, key
account sales for
Development Promotions,
which represents
Norwegian Cruise Line
(NCL), agrees. “We find
that the most effective
way to communicate this
sheer volume of news
is by deploying our team
of sales representatives
to the agents. This way,
agents don’t have to sift
through an avalanche
of information to find
what is relevant to them.
Our team will take the
necessary information
to the agents. This
also opens up a line of
communication where
agents can ask questions
and get immediate
answers.”
Online education
But face-to-face or
telephonic contact isn’t
always viable and, in
these instances, agents
should spend some
time online gathering
information. Janine
Pienaar, sales and
marketing manager for
the Globus Family of
Brands, including Avalon
Waterways, says the
company constantly
keeps Travelinfo
updated. “Agents are
also encouraged to
register on the Perfect
Destinations Agent Zone,
where we also store our
updated special offers
and incentives, and lastly,
agents should also sign
up for our newsletters.”
Indeed, as busy agent
schedules often don’t
enable them to block
off set time to focus on
upskilling, other cruise
companies have also
embraced the benefits of
online education. Uniworld
offers a programme called
‘Uniworld University’ which
is accessible on desktop,
tablet or mobile. Included
on the programme are
all the new offerings for
2018, as well as details
on the company’s new
brand, U by Uniworld. “I
also highly recommend
that agents follow
our global CEO, Ellen
Betteridge’s blog, for an
in-depth understanding
of the ins and outs of
river cruising,” says Lieria
Boshoff, brand manager
for Uniworld and U by
Uniworld.
Cruise companies keep training fresh
While constant training
is essential when it
comes to cruising,
it can be difficult to
keep things interesting
and avoid information
overload. Thaybz says
Cruises International
aims to keep its training
sessions informative, but
also fun and engaging.
“We tailor the training to
suit the agent or agency
by segmentation so that
it stays relevant.”
Interactivity is key, says
Ross Volk, md of MSC
Cruises. “We include
video clips to give a
visual experience, and
include great games
with Q&A sessions
where agents get spot
prizes of MSC-branded
gifts. Sometimes we get
agents to ‘build’ a ship
in teams with unusual
materials such as
tissue paper and cotton
wool – and then do a
presentation on the ship
so we can encourage
learning in a fun way.”
Lieria says Uniworld
takes a multi-pronged
approach to keeping
it “real and relevant”,
focusing on themes such
as food and beverage.
“We have also recently
launched a series of
short videos showcasing
our differences,” she
adds.
Can you sell a cruise without having been on one?
GETTING away
from the office
can be extremely
challenging, and
the result is that
often agents are
in the position
of having to be
specialists selling
cruises without
ever having
experienced one.
But does this
impact on agents’
selling ability?
While most agree it is
possible to sell cruises
without first-hand familiarity,
it could give agents who
specialise in cruising the
edge over their
competitors.
Stephen Howarth,
Sure Travel online
manager, says:
“While it’s not
compulsory, it’s a
great advantage
to have firsthand
experience
of what you’re
selling –
particularly if
you’re specialising
in that product.” He says
cruising has a high repeat
rate. “This means that it’s
likely that your prospective
client has been on a cruise
or two before. These are
generally not newbies you’re
selling to, so a certain level
of expertise and product
confidence is essential.”
Reduced rates
Inge Dobihal, md of
Austria Connection, which
represents Amadeus River
Cruises, says generally it is
very important for a travel
agent to experience a river
cruise. “We try our best to
accommodate agents at a
very good discounted rate on
any cruise of their request,
subject to availability. Travel
agents have to approach
us if they are interested in
doing a cruise and we will
try our best to assist. On
very few occasions, we have
the opportunity to invite a
small number of agents for a
special educational cruise,”
she adds.
As river cruising offers
such a different experience
to ocean cruising, Janine
Pienaar of Globus Family of
Brands agrees that it helps
to have experienced the
product. “Avalon Waterways
has an exclusive Travel Agent
Suite rewards programme
that invites you and a friend
to experience relaxed luxury
river cruising on board
innovative Suite Ships.”
Applications are taken on a
‘first come, first served’ basis
to agents actively selling
cruises.
According to Thaybz Khan
of Cruises International,
experience will always help as
it adds perspective.
“Because of this, we always
try to ensure that we give
agents the opportunity to
cruise, be it via an incentive
or a prize.”
Uniworld also offers
big agent discounts – in
some cases up to 70%
on selected cruises. “We
also have an annual cruise
incentive for top agents to
experience Uniworld,” says
Lieria Boshoff.
Agents-only specials
Cruises International is
currently offering travel
agent rates on selected
Oceania sailings. An inside
stateroom is available
for US$100 (R1 167); an
outside stateroom for $115
(R1 340); Veranda at $125
(R1 457); a Concierge Level
Veranda at $150 (R1 750);
and a Penthouse Suite for
$175 (R2 040). All prices
are per person per day. A
complete list of sailings,
availability, T&Cs including
application terms and the
Reduced Rate Request
Form are available from
Cruises International.
Uniworld Boutique Cruises
offers savings of up
to 70% to travel agents on
these river cruises
this year.
Remarkable Rhine –
nine days Basel to
Amsterdam (departs March
14, 22, 30; April 7, 15; and
May 17).
Legendary Rhine and
Moselle – 13 days
Amsterdam to Basel
(departs April 30 and
July 5, 17).
European Jewels – 16 days
Budapest to Amsterdam
(departs May 7; June 5, 6,
20, and July 14).
Venice and Gems of
Northern Italy – 10 days
Milan to Venice (departs
April 1, 8, 15, 22; May 6;
June 3, 10, 17, 24; July 1,
8, 15, 22, 29).
Paris and Normandy –
eight days Paris to Paris
(departs March 18).
Bordeaux, Vineyards and
Chateaux – eight days
Bordeaux to Bordeaux
(departs April 8, 22;
May 6, 13; June 3, 17, 24;
July 1).
Burgundy and Provence –
eight days Burgundy and
Provence (departs March
18, 25; April 8).
Imperial Waterways of
Russia – 13 days Moscow
to St Petersburg (departs
May 11; June 16, 28).
Travel Agent Appreciation
fares, starting from
$420 per person
(R4 892), are available
on Windstar Cruises on
selected sailings in
Asia, Mediterranean,
Caribbean, transatlantic,
Costa Rica, Panama
and Tahiti until May 27.
Companion of travel
professionals sail at same
rate. Subject to availability.
Information from Cruises
International.
Princess Cruises is offering
an agent rate on every
cruise. Call Discover the
World.
Travel agents can
experience U by Uniworld
river cruises at 60% off the
published rate for selected
cruises. Itineraries on offer
this year include Rolling on
the Rhine; Danube Flow;
Germany’s Finest; The Seine
Experience; Super Cruise:
Amsterdam to Regensburg;
Super Cruise: Frankfurt to
Budapest; Super Cruise:
Amsterdam to Budapest;
Dashing through the
Danube and A Merry Little
Christmas Cruise.
Specials advertised on
Travelinfo.
Ocean vs river – which to pick?
MAKING the
selection between
river and ocean
cruising means
getting to know
your clients better
– as each offers
a very distinct
experience that
appeals to certain
types of travellers.
River cruising
“River cruising
offers a far more intimate
experience as these are
smaller ships with far fewer
passengers,” explains Stephen
Howarth of Sure Travel. “This
means shorter embarkation
and disembarkation queues
and more personalised service
in general.
Thaybz Khan of Cruises
International points out that
river cruising is not sailing
to a destination, it is sailing
through it. She says generally
it appeals most to clients over
the age of 45. “These are
travellers who enjoy a more
laid-back atmosphere, be it on
board or shore excursions.”
She says river cruising also
appeals to ocean travellers
who want to enjoy the intimacy
of destination immersion with
all the conveniences of a
cruise holiday.
Echoing her sentiments,
Janine Pienaar, of Globus
says with river cruising, guests
are docked right in the centre
of town, allowing them to
explore easily with
the freedom to
come and go as
they please. “In
some instances,
the ports of call
are so close you
can even take a
complimentary
bicycle to travel to
the next port of
call to meet the
ship,” she adds.
Another factor
to consider, says Inge Dobihal
of Austria Connection, is that
river cruising is generally not
designed as a holiday for
families with younger children.
“It is not the cheapest way
to travel, but considering the
value and comfort for money, it
is simply the best. Traditionally
the majority of passengers are
the elderly generation who rate
comfort as their top priority,”
she adds.
On the negative side though,
says Stephen, is that smaller
ship sizes mean fewer
facilities like restaurants, bars,
casinos and Broadway shows.
Ocean cruising
One of the benefits of ocean
cruising, says Elisna Bergset
of Development Promotions,
is that there tend to be more
cabin categories to choose
from so travellers with varying
budgets can enjoy the same
itinerary.
“Another difference is that
with ocean cruising you can
cover vast distances in a
relatively short amount of
time, enabling people to see
more ports and countries
compared with river cruising,”
she adds. Also, the ships
tend to be destinations within
themselves, which Elisna says
makes these floating resorts
a fantastic option for family
holidays. “We like to think size
doesn’t matter, but the bigger
ocean liners give travellers a
larger variety of entertainment,
dining and leisure activity
options.”
Ross Volk of MSC Cruises
agrees, saying ocean cruising
also allows for greater choice
in terms of destinations and
shore excursions.
“The days of cruising being
for the ‘blue rinse brigade’
are long gone,” comments
Stephen, who says cruise
companies have reinvented
themselves to appeal to every
demographic in the market,
from young couples with kids
and limited budgets, to retired
world cruisers for whom money
is no object.
“There are pink cruises for
the gay community, special
interest cruises with guest
speakers, jazz cruises, icebreaker
cruises into the
Antarctic with scientists, and
I could go on and on.” He
points out that most of this
reinvention has been in the
ocean cruising sector, but says
river cruising is starting to
evolve too.
Book it!
Agents who book an ocean-view room or higher on board
Celebrity Cruises will receive savings for their clients of up
to US$200 (R2 388) per person. They can also choose
two perks from these options: Classic Beverage Package;
Unlimited Internet Package; US$150pp (R1 790) on-board
credit; or prepaid gratuities.
Photocap: Celebrate and win!
For its 90th birthday, Globus Family of Brands is celebrating by giving away
a Volkswagen Polo Vivo. Agents will receive an entry into the competition
for each passenger booking under Avalon Waterways, Cosmos, Globus or
Monograms until March 31. The top five agents with the most passengers
booked and paid will be flown to Cape Town for a mystery lunch and
unveiling of the winner on April 10. Pictured here is Janine Pienaar, sales
and marketing manager, Globus Family of Brands.
To the point
Royal Caribbean International’s Mariner of the Seas has undergone a $90m (R1,07bn)
makeover, with sailings starting in June. There is a new virtual reality bunjee trampoline
attraction, ‘SkyPad’; ‘The Perfect Storm’, a duo of racing waterslides; an escape-room
called ‘Puzzle Break: The Observatorium’; and a 12m ‘Flow Rider’ surf simulator. The
‘Bamboo Room’ serves handcrafted cocktails and the ‘Playmakers Sports Bar and
Arcade’ broadcasts live sporting events. Dining options will include ‘Jamie’s Italian’ and
‘Izumi Itachi and Sushi’. There will be three- and four-night Bahamas cruises from Port
Miami to Nassau and CocoCay, Royal Caribbean’s private island destination.
New on the waters
Symphony of the Seas is Royal
Caribbean International’s newest
ship and currently the world’s
largest. She will be making her
debut in April this year. Sailing
out of Barcelona, doing sevennight
Mediterranean itineraries,
the ship offers new dining
concepts, as well as a new take
on family suites.
The River Beatrice is undergoing
a stern-to-bow upgrade that will
make it the fifth super ship in
Uniworld’s fleet. The ship will
relaunch in April this year as the
SS Beatrice. The new look will
include a redesigned lounge
and grand staircase – a
signature design element
of Uniworld’s super ships.
Additional dining venues include
a private space to replace the
Captain’s Lounge and Library.
Two new Royal Suites measuring
34,8sqm and an additional
Owner’s Suite are being created.
The ship’s existing 12 suites will
be refreshed, and Uniworld has
added connecting rooms that
are ideal for families travelling
together.
Celebrity Edge is Celebrity
Cruises’ newest ship. The new
‘outward-facing’ design features
signature elements such as
The Magic Carpet – a floating
platform that reaches 13 storeys
above sea level, as well as the
Infinite Veranda, which allows
guests to open up their cabin’s
living area at the push of a
button, turning it into a balcony.
The ship will set sail on a Europe
season in 2019.
Seabourn Encore will debut in
May this year, starting with 19
European itineraries. The ship
features all-marble bathrooms,
a partnership with restaurateur,
Thomas Keller, for on-board
dining, and a new wellness
offering.
MSC Bellissima will set sail in
the Western Mediterranean from
March 2019. The ship will offer
on-board entertainment in the
form of two Cirque du Soleil
at Sea shows created for MSC
Cruises’ guests. There will be
two performances six nights
per week in the purpose-built
Carousel Lounge. Other features
include 10 dining venues and a
Mediterranean-style promenade
with an 80-metre LED Sky
screen.
Three great specials now on!
Uniworld’s 13-day ‘India’s Golden
Triangle and Sacred Ganges’ journey
from New Delhi to Kolkata combines
land and river travel. Clients will
spend two nights in New Delhi, one
night in Agra, two nights in Jaipur
and seven nights on board the
Ganges Voyager II. Rates start
from R101 915pps – a 15% saving.
The rate excludes port charges of
R2 000pp and is valid for bookings
until March 31.
Avalon Waterways is offering a
special Danube Dreams with
Oberammergau itinerary in 2020.
The 12-day itinerary travels from
Budapest to Munich and is priced
from R73 100pps in a Category E,
inclusive of port charges and
gratuities. The Passion Play is only
performed once a decade, so tickets
are likely to sell out fast. Available
for set departures on May 14,
June 11, July 23, August 20 and
September 3, 2020.
Uniworld’s nine-day Remarkable
Rhine itinerary travels from
Amsterdam to Basel on board the
River Empress, visiting France,
Germany, The Netherlands and
Switzerland. Priced down from
R41 900 to R29 330pps, this is a
30% saving on Uniworld’s Best Offer
Ever. It excludes port charges of
R2 400pp and is valid for bookings
until March 31.
Did you know?
Avalon Waterways is offering a variety
of special-interest river cruises at
regular prices. Some options include:
Wine Appreciation – Burgundy
and Provence for wine lovers, with
departures on July 27, October 19
and October 25; Jazz – Sounds of jazz
on the Rhine and Rhone, departing
on June 29; and Paris to Normandy
for Second World War historians,
departing on July 7.
Hurtigruten launches batterypowered expedition ships
HURTIGRUTEN is to launch the
world’s first battery-powered
hybrid expedition cruise ships
in 2019/2020, along with
cutting-edge programme of
polar adventures.
The vessels are named after
two of the greatest heroes
in polar history, MS Roald
Amundsen and MS Fridtjof
Nansen, and Hurtigruten
claims they signal the next
generation of adventure travel.
“Our new ships will be moving
boundaries for the technology,
for the industry and for our
guests,” says Hurtigruten ceo,
Daniel Skjeldam.
The ships are currently under
construction at Kleven Yard
in Norway, and have been
branded the world’s greenest,
safest and most advanced
expedition ships. One of the
most eye-catching exterior
design features of the ships
will be the two-level indooroutdoor
observation deck
wrapped around the top of the
ships’ raked bow. In a vast
area behind it, passengers will
find the core of their on-board
experience, the Amundsen and
Nansen Science Centres.
Packed with state-ofthe-art
technology and
high-tech gadgets such as
touch screens and science
equipment, the immersive
edutainment areas will create
a deeper understanding of the
areas they explore. They will
feature lecture spaces, a small
library, and speciality areas
for workshops in photography,
biology, and more. Featuring
large windows, they will also
be the on-board headquarters
for Hurtigruten’s hand-picked
expedition teams.
“Hurtigruten’s growing fleet
of custom-built expedition
ships takes our guests to
some of the world’s most
spectacular destinations.
From the majestic wildlife on
Svalbard, the rugged fjords of
Eastern Greenland and the
beauty of the Norwegian coast
to the untouched wilderness of
Antarctica,” says Daniel.
Both ships will feature
a vast variety of custombuilt
expedition equipment,
including underwater drones,
kayaks and large inflatable
explorer boats used for
landings in otherwise
inaccessible destinations.
To the point
Norwegian Cruise Line is making solo travel more accessible and affordable with its new studio cabins.
Solo travellers can enjoy extra benefits, such as exclusive access to the Studio Complex and Lounge – a
shared private area where they can have a drink, order room service, watch TV and meet their neighbours.
Celebrity reveals upcoming destinations
CELEBRITY Cruises will offer
new destinations in Asia,
Australia, South, Central,
and North America for
the 2019/2020 season.
Celebrity Constellation
will sail from Dubai to
Singapore; Celebrity Eclipse
will sail to Hawaii from
Vancouver, and Celebrity
Infinity continues its offering
of a 15-night trip from Fort
Lauderdale to San Diego.
Celebrity Millennium will offer
a range of Asian cruises,
departing from destinations
such as Tokyo, Shanghai,
Hong Kong and Singapore.
Celebrity Solstice returns to
Australia and New Zealand
with a new port of call in
Eden, Australia, and will also
sail between Vancouver and
Honolulu. The operator’s
new ship, Celebrity Edge, will
also be completed ahead of
schedule, allowing five new
sailings to be added to the
ship’s inaugural season.
Air France launches new Med destinations
FOR summer 2018, Air
France is offering five new
Mediterranean destinations
departing from Paris-Charles
de Gaulle, of benefit to
cruisers in the region. They are
Bari, Italy; Cagliari, Sardinia
(Italy); Dubrovnik, Croatia; Ibiza,
Spain; and Perpignan, France.
There will be five weekly
flights to Bari operated by
A320 and A319 from July
18 to September 2. To
Cagliari, there will be a daily
flight operated by HOP! with
Embraer 190 from July 16 to
September 2. To Dubrovnik,
Air France will operate two
weekly flights by A319 from
July 19 to September 1.
To Ibiza, the airline will offer
three weekly flights operated
by A319 from July 18
to September 2, and to
Perpignan, there will be five
weekly flights operated by HOP!
with an Embraer 190 from
July 16 to September 2.
