A FLIP to Collette Vacations, one of the few tour operators that allow the agent to pre-sell the optional day tours and get a commission. That’s so much better than the companies that solicit our clients when they are on the tour to sell them something extra.
Now I’ve heard it all. Air Canada is selling an ON MY WAY — a.k.a Peace of Mind — package for $25. What do you get for this one-quarter of a C-note? If there is a cancellation or weather problem or some other unforeseen situation with a flight, the people who have paid for this package are the first ones who will be taken care of. They will have a phone number to call, with...what is this?... no waiting for a human to take care of them. So now there is a price for customer service!
FLIP to Holland America. If you’ve wondered what becomes of all those amenities in the cabins — shampoos, lotions, etc, here’s your answer. At least in Seattle. The cruise line collects the unused items and donates them to a program for needy people in the Ship to Shelter program. Take a bow, HAL!
A FLIP to TV’s Discovery Channel. A recent documentary was filmed on what happens in eight hours with a ship coming into Vancouver and leaving again. They selected Holland’s America’s Volendam. Many travel agents who were on the CRUISE-A-THON ship inspection saw the film crew at work. Air date will start in August. This is also a FLIP for the Vancouver as a cruise homeport — one of the prettiest cruise ports I have seen.
A FLIP for GOGO for its new “Price Beat Promise.” It promises to beat any advertised rate found elsewhere by $10 per adult and $5 per child. The readjusted rate has to be done before the final payment.
If that’s not enough, it also promises a “no worries policy.” No fee for revision, no late booking fees — and if the client’s confirmed accommodations cannot be honored by the property, GOGO will guarantee an upgrade or refund the cost of the accommodations.
GOGO has always emphasized that it only sells product through travel agents. But I wonder why, under new ownership, it will require office res agents to soon wear uniforms. To answer the phones? Hope its allegiance to agents is not going to change.
A FLOP to wording used by Caribbean Escapes in advertising their independent fams to Punta Cana. The price they quoted in the email said it was good for travel agents, companions and “direct clients.”
When I called the company for an explanation of why this fam can be offered to the public at the same rate as what an agent would pay, I was told to add $100 to make it a net rate, and if I wanted a commission, to add even more. Let’s just say that this is an unfortunate choice of words in their email ad. When I tried to explain this to them, I was told that their rate is still better than any supplier, regardless.
A FLIP to American Airlines for damage control. They wanted to inform the public and their AAdvantage members who may have received a phishing email to trick unsuspecting people into revealing personal info to a third party. This particular phishing correspondence was fraudulent, with claims to be from American Airlines, and offered $50 for completion of a survey.
AA advised their Aadvantage members who responded to change their password. And if anyone gave bank information, they should contact their financial institutions as well.
A FLOP for a major deluxe tour operator that doesn’t offer waitlists. An agent wanted to book their vacation package, which was a land package combined with a cruise from a major cruise line for two couples. Nine months in advance, only one balcony was available and both couples had requested them. The cost of the trip would be over $40,0000. The agent asked if she could put her clients on a waitlist, along with a deposit, just in case any space opened up. She was told the company would not take a waitlist on the space.
I understand the paperwork involved with handling such a request. But, based on what many of us have seen happen this summer, with people canceling plans when final payments are due, the request was not unreasonable. I would bet that space might become available in the next few months. But I also bet on Big Brown winning the Triple Crown.
A FLOP for many of the travel insurance companies. I have been giving them FLIPS recently for expanding their coverage. But when it comes time for submitting a claim, their differences become apparent. Clients and agents, and now doctors, are complaining that the receipts, medical reports and invoices sent in are not always enough. One insurance company requested the actual return policy printed in the brochure for a major cruise line. Like they don’t keep those on file! One doctor charged the client $15 for having to provide additional information. Since the doctor was the one who first told the client/patient she should not travel, now he penalizes the patient/client when she tries to process her claim. Give me a break!
This can be easily corrected with a more detailed list of required documents, including the medical report. And remember, agents, many policies offer commission protection, but you don’t receive your check unless you request it.