Cruise Execs Say Travel Advisors will be Key to Industry’s Comeback

As major cruise lines have put sailings on pause, they are taking the time to make sure when they do restart they can provide a safe and healthy vacation for consumers.

One thing all the executives on last week’s Cruise Planners Forum panel believed was the role of travel advisors, who will be key to the industry’s comeback.

“One of the things that has been made more evident is the value of travel advisors,” said Adolfo Perez, senior vice president of global sales and trade marketing at Carnival Cruise Line.

“Our plan has always been to start as soon as we can but when all is right and we can provide a safe and healthy vacation for your clients and our crew,” he said.  The phased resumption will begin in Miami but is hopeful March will be the restart.

Supporting the trade
One of the initiatives to support its advisor partners, Perez said, is to make sure they’re informed about new protocols and practices, such as masks requirements and the ability to virtually que for things so you don’t have to stand around a bunch of people, “so your client is comfortable and knows what they’re going to be going through. We have put together things well be sharing and through webinars to make sure you’re up to date and can pass that confidence on to your clients.”

Despite the line’s recent pause further into February of next year, “I do see light at the end of the tunnel,” he said.

Holland America Line is going to be launching a select account program. The Pinnacle Partner program is intended “to support you as our partner with bonus commission,” said Michelle Sutter, ‎senior director of national accounts and field sales.

“We also want to ensure that we’re giving back to the trade in other ways,” she said. A series will cover how you can use storytelling to build your business, changing your mindset, among other valuable topics.

To address the number one question a consumer asks about, MSC has a flexible cancellation policy, Total Cruise Flex. “We’re getting to the heart of what your client is concerned about, and today it’s that flexibility. We’re hearing from agents that flexibility is one of the major factors in deciding to book,” said Michelle Lardizabal, senior vice president and commercial sales officer at MSC Cruises USA.

Through the program, they have up to 48 hours prior to departure to cancel or rebook. All for sailings before Dec. 31, use it to build that confidence through the booking process.

At Norwegian Cruise Line, Chief Sales Officer Katina Athanasiou announced that the cruise line will be extending the cruise deposit time frame.

“We thought a year was going to be enough time to rebook, but the first half of this year was a lot for everyone to digest and understand,” Athanasiou said.

Norwegian recently announced any Future Cruise Credit (FCC) that started through June 30 has been extended by six months and book by date June 30, 2021. The sail by date continues to be the end of 2022.

Also highlighting a recent announcement, Dondra Ritzenthaler, senior vice president of sales at Celebrity Cruises, said the new all-inclusive fare gives advisors the opportunity to earn commission on tips, WiFi, and beverage packages, onboard credit, and shorex credit, depending on what package that client books, something that was never available before.

“We wrapped it in a bow and made it super easy to enjoy the experience. We listened and made the changes and you all are going to make more money,” as advisors can now make commission on a slew of experiences that were not previously available to them.

In addition to new programs, some cruise lines are enhancing the on-board experience to boost consumer confidence and comfort.

John Chernesky, senior vice president of sales and trade marketing at Princess Cruises Cunard Line, said the Princess Medallion Class will be on the entire fleet when it returns to service. “The benefits at its core is giving you time back to enjoy your vacation,” he said, but it will also provide a sense of safety as it allows passengers to see where other passengers are “so you can plan some fun for your family without a lot of people around.”

Vicki Freed, senior vice president of sales and trade support and service at Royal Caribbean International Vicki Freed said the enhancements to the safety drill, Muster 2.0, streamlines that first experience onboard the ship.

There would be crowds and probably the one experience that people did not love, now it’s so easy, you can watch the safety video on your phone or in your stateroom. And at your convenience you can go to your muster station and crew member will check you in and then you’re off.