Another week and another negative story hits the consumer media in regards to cruising. The latest issue involved a crewmember who is accused of raping and beating a passenger on board a Holland America Line charter.
It's another challenge for the cruise lines, but an even bigger one for the travel agents who are on the front lines.
Most consumers don't realize that travel agents sell the vast majority of cruises and are well versed in all aspects of cruising. They also don't understand that it costs nothing extra to utilize travel agents to book a particular cruise.
When these facts are understood, most customers see the benefit in working with a third party that's independent of any single cruise line or product.
That's critical when it comes to credibility in making any particular recommendation. If a travel agent can book you anywhere, and suggests a cruise, they don't have some extra motivation. They simply know that the cruise experience, for most passengers, is an exceptional one.
Incidents like we've seen over the past two years create a real challenge for individuals who have yet to cruise; some will simply refuse to ever give it a try no matter how many television, magazine or web ads they see from any particular line.
The message is literally falling on deaf ears and blind eyes. It's invisible to this consumer.
But what isn't invisible or easy to avoid is the person who is either sitting in front of the customer or on the phone, sharing the facts about cruising. The agent could open like this:
"I have the entire world at my fingers to meet your vacation needs, but based on what you've shared, I think a cruise makes a lot of sense for you, your family, etc…"
"Here are some of the facts about cruise safety, since you've mentioned that as a concern."
"Do you know the Heaths in town? Can I connect you with them as they just returned from a similar experience and loved it?"
What does the cruise line pay for all of these conversations and efforts to put the potential cruiser's mind at ease? Zero.
Indeed, the only time it costs them a thing is after the travel agent shares their insights, makes the booking, confirms payment and they set sail. That check won't even go out until after the customer has returned from their trip.
When a travel agent can sell a consumer the world, and recommends a cruise, it's because they know the customer and they know it's going to satisfy their vacation needs.
Despite what you might see or hear in the consumer media, travelers should seek out the insights and advice of a professional travel agent. They'll get the true story, and the real numbers, when it comes to that particular story.
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