This is the first colum I've writtten for 2008.
Usually by this time, I have made my New Year’s resolutions, put together a marketing plan and am going forward.
I decided to reflect on what I did in 2007. For me, it was my best year ever. No, I’m not bragging, but whatever I did in 2006 to prepare me for 2007, far exceeded my goals. And now I’m trying to continue that momentum.
Yes, I did more groups than ever in 2007. And that was the focus for the year. Finding the groups was the easiest — they’re out there waiting for help. Managing them and staying in touch with everyone was the hardest. Getting all the paperwork done, recording everything, all the changes — that was time consuming.
And it irks me that when I know I am doing everything right, some glitches come along — totally beyond my control — and I have to bear the brunt of it.
For example, the last group I had in 2007 was set to depart for Costa Rica on Dec 21. I was not escorting this multi-generation family group. All the plans I had been working on since March went down the drain when I got a phone call at 4:00 am on Dec 21. The flight from Boston was cancelled. Five people were left stranded and couldn’t connect with the others. Stranded is not even the word. They were abandoned by the airline on one of the busiest travel days.
They made it down to Costa Rica, three days later. While their rooms at the luxurious Peace Lodge went empty, they were stuck — at their own cost — at Holiday Inns at various airports. The rest of their group was on the customized tour.
To make matters worse, the matriarch who planned this holiday reunion had declined the insurance. Twice! She was out over $20,000 because she was confident last March that everyone would get there in December.
And who does she hold responsible? Me, of course. Since she turned down the insurance, twice, she felt I should have offered it a third time.
Plus, one person’s luggage was lost for three days. And then it rained in Costa Rica.
Who’s responsible for that? Me, of course, since I am supposed to have clairvoyance to predict weather months in advance.
When I called the airline at 4:15 am to work this out, I didn’t get any further than the res agent in Manila who said they had no ticketing agreement with other airlines. Whose fault was that? Mine, of course.
When, originally, three different airlines were offered to the group, they opted for the least expensive and the best connections. Why not? Makes sense to me. But not to them, because I should have warned them that the airline outsourced, and had no back up flights, etc.
How five people got future credit for seven roundtrip tickets is still a mystery. And this was done by one of the passengers. Did I mention that he is a lawyer?
What a way to end the year!
But there were so many good happenings in 2007. I looked at the thank you notes and photos I received from happier clients. They far outweighed the ones who complained.
I enjoyed my independent fam to New Orleans, and rated it the best of the year. As many times as I have been to New Orleans, this was a highlight.
My daughter joined me for the four days. And we saw museums, plantations and two highlights that I recommend to everyone going to “NayOlyns.” First is Mardi Gras World. This is where most of the floats are made for this famous celebration. It’s a quick ferry ride (no charge) to the island that houses those enormous floats that you have seen on TV and in newspapers.
You see the artisans working on them. And see how they may be recycled: Marilyn Monroe to Paris Hilton, or Sinbad to Pirates of the Caribbean. After a short movie about the history of the company, you’re served some cake and refreshments and the highpoint of being able to actually try on costumes and headdresses. Bring your cameras, because the hosts volunteer to take photos of you. Anyplace else, they would pose you and charge for pictures. But not here.
The second “do not miss” is the New Orleans School of Cooking. This is the best experience for two types of people: those who like to cook and those who like to eat. Either way, you have the most entertaining time, learn the history of the area, all followed by a three-course tasting that is superb.
We did our own walking tour of the Garden District. No, I didn’t see Brad and Angelina, but I walked past homes of actors John Goodman and Nicolas Cage and author Anne Rice. These are among the historical homes with nameplates to tell you who has resided there previously.
Yes Bourbon Street is more decadent than ever — more rock and rap than jazz sounds. But take another walking tour and you learn the history of the various buildings. And what a history it is. Absolutely fascinating!
Agents can book all these treats and get a commission. Yes, New Orleans is now one of my favorite getaways. (You notice I didn’t even mention gambling.)
Another fam I took was to Costa Rica. This was the impetus for me to be able to put together a group — the first of many — and hopefully more successful ones.
I do not recommend the 4-night fams that are offered if you really want to see as much of the country as possible, unless you take the small aircraft from one coast to the other. It seems that I spent too much time driving on a mini bus escorted by just a driver and no guide.
A zipline tour was offered to everyone, and only one daring old agent was a taker. If they had arranged a more subdued tram tour, everyone would have participated. Accommodations were very good. One property with a rock shower plus a walk-in shower plus a private Jacuzzi was a winner for this Pisces.
Better than a drive-in movie was the vision of Arenal Volcano at night, watching the bright orange lava drizzle down.
Another getaway from the office routine was being able to attend a three-day Aviation Conference attended by many airport representatives. The speakers were Presidents and CEO’s and muckety-mucks from all the major airlines.
This was my chance to hear their predictions to members of their own industry. I was the only travel agent present, and was told that any questions I had for the speakers should be asked privately and not in the open sessions.
At the time of the conference, oil was just hitting $80 a barrel. In unison, the airline reps were saying that even though fuel was 30% of their operating costs, they had no plans to raise rates anymore than $5 to $10 each way. Within one week after the conference, their rates went up all the way to $20.
The main problem the airlines said they were having is getting pilots. And they admitted that in some cases, that could cause delays. American Eagle was mentioned. They all acknowledged that the LLC, low cost carriers, were doing a very good job.
Lee Macenczak, executive VP of sales and customer service, laid out the forecast for Delta Air Lines. He agreed that the planes were going out 98% filled and even suggested they weren’t concerned with filling them domestically. Delta was going to increase their flights internationally.
When I approached him after his speech, I asked why they still had a negative notice on their Web site that people should book directly with Delta to “avoid travel agent ticketing service charges.” His smile disappeared and he said that Delta loves travel agents, they were partners with them and they still paid commissions to them. He said that there is nothing like that on the Web site. He introduced me to their PR person, Andy, and told him to look into it and get back to me right away.
I have emailed Andy four times, with no response. And the quote is still on the Web site, when you click on special deals. Perhaps other agents will want to send an e-mail to andy.mcdill@delta.com and let me know if you get a response.
Even though 2007 ended on a sour note, the year was sweet. And even with the dollar doing badly and fuel costs rising, people will still travel. There is business out there.