Clients Concerned Over Cruise Incidents? Read 'Em Their Rights
by Maria Lenhart /Is it time for travel sellers to rethink the way they present cruise information to their clients?
CLIA’s announcement last week of its Cruise Industry Passenger Bills of Rights and a fire on board Royal Caribbean’s Grandeur of the Seas that has led to the cancellation of six cruises are two clear indicators that change may be in order, particularly when it comes to reassuring inexperienced cruisers and helping them make informed choices. (See CLIA Approves Passenger Bill of Rights)
That’s the viewpoint of a travel industry public relations executive and two veteran cruise sellers.
Know the policies
“The agent really needs to get familiar with the various cruise line policies in regards to a crisis and how they differ from one another,” said Elliot Gillies, president of Gillies & Zaiser, a public relations firm whose clients include Hurtigruten, Scenic Cruises and French Country Waterways.
“You need to know which cruise lines are proactive in getting passengers off the ship quickly and those that aren’t. You can tell a lot about this by reading the news reports.”
If a client expresses concern about cruise safety or the likelihood of being reimbursed if the cruise is disrupted, Gillies advises going over the policies of the various lines being considered. “If the cruise line doesn’t meet those needs, put the client on another ship,” he said.
Information, please
CLIA’s new Cruise Industry Passenger Bill of Rights, which addresses the safety and reimbursement rights of passengers in the event of a shipboard emergency, promises to be a useful tool for agents in addressing concerns among potential cruises, said John Werner, president of MAST Vacation Planners in Oakbrook Terrace, Ill.
“Agents should distribute this bill of rights to their clients who have fears about cruising,” he said. “People reading this will feel better about the situation, knowing that the cruise industry is addressing their concerns.”
CLIA’s new bill of rights “sets a standard for the industry and gives agents something tangible to present to clients,” he added.
While the vast majority of experienced cruisers know that cruise crises are rare, despite their prominent play in the media, agents need to be prepared to address the fears of first-timers, Werner said.
“Those unfamiliar with cruising may imagine the worst – particularly the fear of being trapped on board a ship,” Werner said. “We advise agents to let these clients know about the safety procedures and drills that are in place and that problems are contained very quickly.”
Ralph Santisteban, owner of a CruiseOne franchise in Miami, said that while agents don't need to present CLIA’s bill of rights to experienced cruisers, it is still a positive tool for cruise sellers.
“It’s a win-win for the client and the agent because it’s something we can use to show them that their concerns are being addressed,” he said. “Agents are the advocate for the consumer, so anything that benefits the consumer is a plus.”
Safety factor
While describing the Grandeur of the Seas fire as a “true misfortune,” Santisteban said it demonstrated the cruise line’s ability to act quickly in protecting passengers from harm.
He believes that agents should be confident in assuring their clients that cruising is not only safe, but safer than it’s ever been.
“When anything happens, the cruise lines are put on high alert and everyone takes their game up a step,” he said. “That’s what I think Royal Caribbean did. The lines are more vigilant because of the incidents that have happened in the past.”
Werner also believes that Royal Caribbean took a lesson from previous shipboard crises.
“Royal Caribbean did a good job of handling the crisis – they learned a lot and probably wanted to make sure they did the right thing,” he said. “Moving quickly and getting passengers out of the situation is key.”