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 for kids traveling on cruises. Royal Caribbean now gives them a Crown and Anchor number. And Holland America has started a Culinary Arts Center program, just for kids. Oh, to be a kid again and have all these opportunities.
A FLIP for MSC, at least until the end of August. That’s when their promo of deposits on future sail dates is only $100. Sometimes those low deposits can get you the sale.
Originally, our clients were just sold the cruise and the tours. Now cruise lines are jumping into other areas — selling everything. Like the mattress onboard — order one for your home. Subscribe to a wine club. And now, Oceania is selling a Pocket MD. All your medical info is stored on it so you can have the attention you need in case of an emergency. Problem is, people can get this on their own, and not buy it from a cruise line.
For the best FLIP of the year, agents should Google up and make copies of the May 17 SmartMoney article titled “Travel Agents Making A Comeback.” We are getting praised and agents should take a bow. The article states it like it is. Agents can have the upper hand in dealing with problems, getting space at lower rates than advertised online and providing personalized service. Educate your clients — the ones you think you have lost to the Internet.
A FLOP to Imperial Majesty Cruise Line, a small company that provides 2-night sailings from Florida to Nassau. Imagine the chagrin when the booking agent received the Passenger Confirmation and read on the document: “Travel agency commission will not be paid if passenger information is not supplied.”
Since when is the word “commission” ever used on any passenger confirmation? Clients should never hear, read, inquire about or know anything about our commissions. Shame on Imperial Majesty!!
Regent Seven Seas Cruises has announced a no smoking policy in all the staterooms, suites and balconies. Passengers who violate the new rules will be asked to leave the ship at the next port at their own expense and with no refund. This new policy will not begin until December. If your clients are non-smokers, this is a FLIP.
Not only a FLIP, but also a hug was given to Costa’s Florida DSM, Bruce Waters. He happened to be on the same sailing as a group booked from his territory. He overheard when one couple wanted to get off the ship after they saw the location of their cabin. The ship was totally full and Bruce generously offered to trade cabins with them, prompting the hug. Not only did the clients have a great time, they booked two more cabins for a future cruise.
Another employee deserves a FLIP. This one is a supervisor at NCL, named Susan. An agent booked back-to-back cruises with pre- and post- packages through phone res and confirmed the rate, but she never received a fax confirmation. When she called back to complain about not receiving an invoice, she was told that space was already sold out at the price she was quoted.
To her credit, she had the phone person’s name and extension, and took that info to a supervisor who promised to get back to her that day — but never did. Finally, the agent contacted a different supervisor, Susan, who researched everything immediately and provided everything first promised. In fact, Susan, later the next evening when she was off from work, took the time to call the agent to make certain that the passengers were now happy. NCL should be proud of an employee who works even on her day off.
Last month, I mentioned a FLOP for Disney. They were now advertising on the Travel Channel and encouraging viewers to call them directly to book. Agent Joe Raube, owner of Dream Comes True, took a different spin from the FLOP. He wrote. “As a professional travel agent who competes directly against Disney every day, I have learned that I need to prove that I have value as an agent, above and beyond what someone can get when dealing with Disney directly. Only those agents who haven’t learned what value they can offer above and beyond the supplier will be worried about this “FLOP”. Thanks, Joe.
I suggest that if this program is being shown in your territory, you should use it as a positive and contact your clients and suggest you plan their Disney vacation, or any vacation. Use the Travel Channel as a dialogue for your clientele.
A FLOP for an all-inclusive in Jamaica. When the clients checked in, they found their confirmed room category was not available. The room given to them was $392 less. When the agent found out, she applied for a refund for her clients in March. Has she received it? Of course not — that’s why this is a FLOP. Numerous phone calls and E-mails and promises. Come on, supplier — make this a super refund!
A FLOP for a company that specializes in Ireland. The agent told the phone rep that she had never been to Ireland, and was selling a fly and drive package, and needed help in planning the itinerary. She was told to go to the Web site and learn on her own. It would have been easier for the agent to just go to another supplier, but this attitude ruffled her feathers. She called back and demanded to speak to a supervisor to report the first phone agent. This supplier had always promoted great service and she did not receive that.
The supervisor agreed with her and planned out the daily itinerary including some extras. Agent happy. Clients happy. So a FLIP now. Sometimes you don’t have to give up on a supplier because of one inexperienced phone rep.