By Les Lee Roland

Welcome to the Flips and Flops column. We are able to do what we do here because of your input and information. If you want a supplier or a res agent or DSM to get special recognition, let us know. If there is something amiss with a company’s policies or actions, share them with us, as well. Let us know which booking engines and Web pages are hits and which are misses! E-Mail your suggestions to packagedeals@comcast.net.

A FLIP to Blue Sky Tours, the Hawaii specialists. They recently faxed letters explaining the online retail price war among many online suppliers. I love the line that said, “We cannot afford to let these mega online retailers establish a reputation that they have lower prices than you...we believe in the power of a travel agent...we will do whatever it takes to help you get the sale.”
Agents should appreciate a supplier who will go the distance to help us get the sale! Blue Hawaii has made a commitment to lower their rates when necessary in case an online company truly does offer something better.
We must educate our clients that the Internet is good for research, but their chances of getting the best deal are maximized when they work with an agent.
It certainly was a FLIP when many airlines eliminated the Saturday night stay for lower rates. But now, with flights being full, why would Delta start a minimum three-night stay for what they call, a discounted domestic ticket? A FLOP!
For us dinosaurs out there who still book airline tickets, there is no rhyme or reason for the variance in penalties for changing a return flight. Usually, there’s a fee and any difference in price if it is a different class of service. US Air now charges a $100 fee and whatever the cost of the new flight is, regardless if it is same class of service. When asked why they are now different than the other legacy carriers, their response: they had to make changes because of the merger with America West. That excuse doesn’t make any sense. FLOP.
And United has joined Delta in not allowing changes to be made over the phone if the ticket was purchased through a travel agency. They refer the client back to the travel agent. FLOP
Speaking of United, if you do opt to change flights on their Web site, your client must be registered with them via E-mail. And once you register, there will be an almost daily barrage of offers of credit cards, flowers, cell phones, and other SPAM. FLOP
Continuing on with airlines. Just a few months ago, a certain airline was dropping hints they would soon charge people for checking baggage. The extra income was going to offset the cost mandated by the baggage handlers union. The airline execs felt this would encourage more carry on luggage. How quickly times change. Now with the new airline restrictions, the airlines found a way to make some money by charging $2 a bag for curbside check-in. And as so many agents wrote to me, the skycaps are being left out of the loop. Seems this charge is for the airlines, and people are not tipping the skycaps. Remember the Seinfeld episode — no tip, lost luggage. Bet some bags scheduled for Seattle are going to St. Louis. (Now I didn’t say intentionally...hmmm.)
A FLIP for companies who will ship luggage for your clients. With all the lost baggage now being reported, perhaps spending a little to send your luggage ahead will pay off.
These airlines should look at Southwest’s success. Easy to book, easy to change, easy Web site, and, truly helpful res agents. FLIP
A FLIP for Royal Caribbean. When your clients return from their cruise, they will soon receive a thank you note with a $50 off offer for a future cruise, if booked within a timeframe. And it will have your name or agency affiliation on the letter. Yes, someone out there does want our help for bookings.
A FLIP to Rail Travel Center, a Vermont-based tour operator that pays full commission to agents who contact them about their ever changing mid to high end excursions.
Such a difference from Go Ahead Tours, which sells to the public and only pays 1% commission to agents. FLOP!
And a FLOP to a popular, always advertising tour operator that sells to agents and to the public. They will give a TC to the public for a group booking, but not to the agent. Sure, they quote us net rates and we have to mark it up, but the rate they quote to the public is almost too low for us to compete. Have I whetted your interest? Investigate who your suppliers are! And a FLOP to their res agent who told me that they prefer to deal with the public because they are less demanding and have fewer questions! I don’t know what planet this res agent is from, because that is not typical. We have always been the buffers and providers of the answers.
Last month, I asked for your opinions about a supplier trade show open to the public for a fee, enabling both civilians and travel agents to meet with suppliers. Forty dollars for agents (admission and seminars) and $10 for the public (later reduced in a newspaper ad to $5).
The response I got was unanimous. Agents do not want to attend a travel show/convention that is also open to the public. Agents want to have conversations with the suppliers. Agents do not want to hear suppliers sell trips and cruises to the public.
A second question asked if you would pay a $250 fee to have a table at one of these shows to try to meet with potential customers.
The answer again was one — sided. Most agents would not pay the fee. The main concern was if the agent traveled a distance to come to the show, the civilians walking in were probably from the local area, and might not book with out of state agents.
Another complaint (FLOP) agents mentioned was the $15 charge for ship inspections at this same show.
Thank you to all the agents who did respond. And a FLIP for agents who do read their trade magazines on a timely basis. I must admit that I sometimes stockpile them and read them a little later when I have time to catch up.
A reminder that Travel Trade’s CRUISE-A-THON is NOT open to the public! And CRUISE-A-THON does not charge for ship inspections. Register now at www.ttshows.com.