Communicating Cruise Lines’ Codes of Conduct to Clients

What do travel advisors need to know about cruise line codes of conduct? And how much of it should they communicate to their clients?

Travel Market Report reached out to cruise-selling advisors to see how aware they are of cruise line codes of conduct, and whether they believe it’s incumbent on them to educate clients. Without exception, the advisors we spoke with said that, to some extent or another, they do communicate with clients about cruise line codes of conduct. But how much detail they go into and with which clients varies.

“We do warn our guests to be sure to read all of the documentation from a cruise line regarding their policies, prohibited items and conduct,” said Maribeth Kring, owner of Cruise Mom Cruises, a TRAVELSAVERS member agency.

Kring said it’s important for advisors to, at least, point out the code of conduct, as not doing so can sour the relationship between the agency and the client if something goes wrong.

“I don’t believe it reflects back on the agency so long as guests were made aware of policies. If they were not informed or the advisor did not directly help them find the policies to read for themselves then that would be on the agency probably costing them a client.”

On the flip side, Dusty Davidson, owner of a Dream Vacations franchise, is less worried about losing a client. In fact, he told Travel Market Report if a client were to break the code of conduct, he’d let that client go.

“Though I know it would never be tracked back to me as their travel agent, I would fire a client who grossly violated the code of conduct and was fined or removed from a ship.”

Ultimately though, Kring said it’s up to guests to follow through with the reading.

“What I have come to find over the years is there is so very much to read that many guests choose not to read everything I sent to them.”

Most Important for New Cruisers, Mass Market & Short-Sailing Clients
One thing the advisors we spoke to seemed to agree on is which clients they’ll generally take the time to go into more detail with.

“Guests on all lines need to be mindful of codes of conduct,” Becky Smith, owner of Becky’s Travel Biz, a TRAVELSAVERS member agency told TMR. “But in general, guests on shorter sailings – on any line – and those on voyages that are lower pricing tend to be more of a party crowd atmosphere and can fracture the rules more so than those on higher-end lines.”

Davidson agreed.

“Though I have seen some ‘unseemly’ behavior on luxury cruises, I have never seen or heard of it reaching a level of making the news as you sometimes do with mass market cruises. Most travel advisors I know rarely mention the code of conduct with luxury clients, as I believe the idea of ‘luxury’ implies a higher expectation of service and behavior.”

He also said he spends more time going over this type of information with new clients.

“Close to departure, I have a pre-vacation meeting with clients where I go through the itinerary with them, making sure they know items prohibited from bringing on board and the general expectations for behavior. I ask them directly if they have read the information items and mention them by name (e.g., “Did you get a chance to go read through the information items? The COVID restrictions, the code of conduct, the ticket contract, passenger rights, etc.?) and then ask if they have any questions regarding them. It is important to understand any restrictions as there are repercussions or consequences for violations, but do not go into any detail about it. I spend more time going through it with new cruisers than experienced cruisers.”

Prohibited Items & Smoking Policies
When it comes to what they’re communicating, most said they spend the most time on what clients can’t bring onboard and/or what the smoking policy is (when appropriate).

For instance, if Smith knows a client is a smoker she will warn them about smoking in their cabin or on balconies, both of which can carry a hefty “cleaning” fine.

“While booking a cruise for a client, I do ask if any of the travelers smoke and let them know what the restrictions are,” said Davidson.

Kring does the same. “Being a smoker myself, I do warn guests about the fines of smoking in non-designated areas and how that can bring a huge negative impact to their experience if that simple rule is not followed.”

Code of Conduct Examples
Though Davidson told TMR he believes clients understand “that there will be expectations for behavior,” some of what’s in a cruise line’s code of conduct may not be as evident.

For instance, cruisers coming from states where marijuana is legal may not realize it’s not permitted onboard a cruise ship, even if they have a medical license. Others may not know that crew are not permitted inside their stateroom, except for the performance of their shipboard duties and that any type of physical relationship is strictly forbidden. And parents may not realize they’re not permitted to leave their under-age kids alone on board while they go enjoy an excursion.

Even for some of the more obvious conduct rules – like not fighting – clients may not realize that breaking the rules can result in monetary fines or forced disembarkation.