No time for time wasters

It’s that age-old question – should we charge a non-refundable deposit for the work involved on a booking before a client confirms? If we did, it would help us determine which customers were serious and which ones were time wasters!

If we are ever suspicious, we will often start with a basic outline itinerary and send that off first to gauge if they’re really interested. We won’t, under any circumstances now, give a price breakdown. It opens up too many questions and you spend your whole time fighting for the last pound.

On the flip side, I was pleasantly surprised this year when a repeat customer told us to keep the deposit for our time spent on a trip he had to postpone. So many hours and expertise go into planning tailor-mades and it is rewarding when clients recognise that.

Ultimately, you can’t beat the added value of a travel agent. We had clients in NZ who would have missed their plane due to a cyclone, but thanks to us and amazing suppliers like Jetset we got the route changed and they weren’t classed as ‘no-shows’. We also use the motto #useatravelagent on our socials now.

I set out to be a virtual agent – that is dealing with clients only by only phone and email rather than face-to-face contact – so do not have the benefit of asking a direct question or reading body language. This prompted my decision to specialise in niche markets, where the client finds it difficult either to find the operators or to get all the details and best prices and availability online. However, my chosen niche, river cruising, has very much gone mainstream now with some operators looking to cut the trade out altogether! Potential clients pushing agents for information and then looking to book direct at the best rate is a problem, but thankfully many operators do price match. I can often gauge from the first email or phone exchange if a client is serious, and also remind them that not only do they get great pre- and post-travel service by using me but that I will be able to offer a price or product advantage that is not available when booking online. There will always be people who want to show they are smarter than you. My advice is to focus on those who appreciate your skills and expertise.

CRUISE SPECIALIST James Hill Director of GoRiverCruise Worcestershire

We encourage face-to-face appointments to reduce time wasters

We had a really positive Peaks and it’s great to be busy again with new bookings. It’s a reminder of how important good time management is; for me making lists helps me to prioritise tasks and enquiries.

We encourage as many in-person appointments as possible, to help us get to know the client and reduce time wasters – rather than ping/pong emails back and forth. Every morning there are Facebook messages and emails from ‘midnight keyboard warriors’, many of whom I suspect send the same requests to numerous agents but with no intention of booking through them.

Asking for additional contact details can help to find out who’s serious and who’s just asking for free advice. We can search our database for phone numbers and emails too so can quickly identify repeat customers – who will always get priority –or repeat time wasters!

Due to reports about travel fraud we also have to be on the look out for potential scams. If it’s a too-good-to-be true enquiry we ask for a scan of their passport and address ID before we commit too much of our time.

Time wasters are frustrating. When I had my own agency I was always a bit suspicious if customers came in with a wad of paper. I found the best way to handle this was to be blunt and say “Is that what you have found so far?” and offer to go through some options.

By putting people on the spot they are more likely to be honest with you, plus it is a good opportunity to show off your knowledge and expertise.

Now that I work remotely, dealing with enquiries over the phone makes things more difficult, but luckily most of my bookings now come from repeat clients, who I’ve known since my shop days.

I’m surprised at how many agents have been telling me that cruise enquiries have been strong for 2023. The rush of cruise adverts on TV and cruise programmes seems to be helping.

I will finish by congratulating some new appointments in the sector including Charlotte Sargeson, Flexible Autos; Nicky Yates, Attraction World; Edwina Coppock, Uniworld; Nick Hughes, Princess Cruises and Amanda Leggett, Expedia TAAP. It’s great to see people moving on up in travel.

Anneka helped stranded clients in New Zealand

James says it’s good to have a niche

Next issue: How do you deal with negative and critical feedback from clients?

Less is more

Intimate excursions and access to private bays is making smaller ships popular in the luxury market. Jeannine Williamson seeks out these exclusive sailings

As I dip my head beneath the clear waters and kick my fins, a turtle floats languidly beneath me. A second later a sea lion dives past almost touching my arm, the liquid brown eyes on its whiskered face momentarily staring into mine.

I have to make a conscious effort to keep the snorkel mouthpiece clamped between my teeth and not let out a squeal of surprise and delight

In the protected Galapagos Islands marine and land creatures have no fear of humans. Although our guide has given us clear instructions to stay at least a couple of metres away from wildlife, the playful sea lion is clearly unaware of the rule.

It’s one of many exhilarating experiences and the Zodiac is filled with excited chatter as we make our way back to Silver Origin

As we climb onto the marina deck we’re greeted with warm bath robes and steaming cups of Ecuadorian hot chocolate. Later in the day my butler checks in at my suite to ensure I have everything I need.

The 100-passenger Silver Origin is Silversea Cruises’ first-ever destinationspecific ship designed to sail yearround in the Galapagos. It elevates a bucket list sailing into even more of an extraordinary experience and is one of an increasing number of upmarket vessels carrying fewer than 200 passengers.

The perception of luxury comes in many forms, and it’s important for agents to establish what it means to their clients when recommending a cruise.

Dianna Rom, Vice President Sales at Windstar Cruises, says: “We are careful with the word ‘luxury’ at Windstar.

“For some, luxury is the time, space, and freedom to immerse themselves in a destination accessed via a wellappointed ship. For others, luxury is black tie dress codes and ballroom dancing.

“Windstar walks a fine line in this space. On the one hand, we offer a very upscale luxury experience but we don’t offer what some people describe as ‘luxury’.”

At SeaDream Yacht Club, UK Sales Director Natalie Read explains: “Many of our itineraries feature exclusive destinations such as St Barts and Bequia in the Caribbean and the hidden gems of the South of France and the Italian coastline, as well as overnight stays in some of the best yachting ports and harbours of the world for a more immersive experience. On land we offer yachting land adventures including our new helicopter flight over Montserrat volcano.”

Cruise control

Top selling destinations reported by cruise lines include Alaska, the Caribbean, Tahiti, Greek islands and sailings departing from Venice.

Andrea Stafford, Scenic & Emerald Cruises’ Director of Trade Sales, reports: “The Douro is always incredibly popular, so much so that we’re adding additional dates in December this year. For our ocean product, there is lots of interest for new itineraries in the Caribbean, where the brand-new Emerald Sakara repositions in the autumn.”

Chris Townson, MD UK and Europe for Uniworld, says: “I would choose a luxury cruise over a big-ticket holiday because of the ease of the experience and the expertise that has gone into it. Every aspect has been carefully curated, from the airport transfers to the entertainment, dining and excursions and your accommodation travels with you so you only have to unpack once. And if you’re travelling in one of our suites, your butler will even do that for you!”

On the horizon are upmarket hotel groups moving into the cruise sector. Four Seasons launches the first of three 190-passenger superyachts in 2025, with Aman Resorts unveiling a 100-passenger vessel the same year. Offering the ‘lifestyle’ of the brands at sea, they’re ideal for new-tocruise customers already familiar with the hotels, perfect for special occasions such as honeymoons and they can be packaged with a land stay at one of the properties.

Be it the barefoot laid-back appeal of an all-inclusive sailing yacht, Champagne on tap or glamorous dress-up nights, there’s a cruise out there for every luxe-loving client.

What’s new: Ocean

Itineraries: Indonesian expedition cruise operator SeaTrek Sailing Adventures has two new seven-night family-friendly cruises from Bali to Komodo, aboard the 22-passenger sailing ship Ombak Putih

Windstar is rolling out a plantbased menus on all its ships.

Ships: Unforgettable Greece, part of Unforgettable Travel, is deploying a recently refurbished boutique ship as part of its 2023 island-hopping cruise programme. Amenities on The Elysium, which carries 43 passengers, include a spa and complimentary yoga and pilates classes.

Expedition: Swan Hellenic’s third and largest ship SH Diana features multiple observation points to provide the 192 passengers with the best views of wildlife and scenery. Following a refit, True North has relaunched True North II, which has five adventure boats and a helicopter, and sails along Australia’s Kimberley coast.

What’s new: River

Itineraries: Uniworld has expanded its family-friendly Generations programme with new sailings in Egypt aboard the River Tosca and has a new cruise and rail journey through India partnering with the opulent Maharajas’ Express.

Ships: For clients looking for contemporary luxury on the Mississippi, American Cruise Lines has the 175-passenger American Serenade, sold through Fred. Holidays. The operator also sells Amadeus River Cruises where the new generation 162-passenger Amadeus Riva has a split-level sun deck which remains open even when sailing under low bridges.

AmaWaterways’ second Nile ship, AmaLilia, launches in 2024 with facilities including a hair salon and nail bar.

Top luxury sailings

La Dolce Vita: Go Italian style on Emerald Cruises’ new Emerald Sakara, the line’s second 100-passenger superyacht. The six-night Highlights of Southern Italy sailing visits the picturesque town of Otranto, known as ‘the Far East of Italy’ and Amalfi, with a gelato tasting in Sorrento.

Amazing Arctic: The 199-passenger Ultramarine, the newest ship in the Quark Expedition fleet, takes polar sailings to new heights. Two helicopters allow passengers to experience new destinations that are only accessible by air and enjoy breath-taking aerial perspectives of the polar regions.

Captivating Croatia: Purpose-built for exploring the coastline of Croatia, APT’s Princess Eleganza carries just 34 passengers and the sparkling Adriatic sea is just a jump away. Seven-night cruises sail between the walled city of Dubrovnik and Opatija and visit pretty Dalmatian Islands such as Krk.

Boutique barges: Akin to a floating house party, European Waterways’ luxury barges carry up to 20 passengers and can be individually chartered for groups of family and friends. Meandering slowly through nine European countries, including the UK, France, Italy and the

Netherlands, each barge has its own chef, guide and hostesses.

Sail in the South Pacific: Capture the essence of French Polynesia while the trade winds fill the sails of Windstar’s Wind Spirit. This year the four-masted sailing yacht, accommodating 148 guests, sails on six- to 16-night sailings in this exotic region with authentic experiences including Polynesian dancing and snorkelling for black pearls.

Where to book it

SILVERSEA – 0844 251 0837

A seven-day alternating round-trip San Cristobal cruise on Silver Origin around the Galapagos Islands is priced from £9,800pp, including transfers, flights, drinks, excursions and gratuities, based on a July 15 departure. Pre- and postcruise extensions can also be booked in destinations including Quito, Machu Picchu and the Ecuadorian rainforest. silversea.com •

Tennessee Theatre

The Tennessee Theatre in Knoxville is designed to impress. Dubbed ‘the South’s most beautiful theatre,’ the interior features Spanish-Moorish design with French-style chandeliers, Italian terrazzo flooring and Asian patterns. What started in 1928 as a movie theatre is now a performing arts centre, hosting music concerts, vintage films, dances, and Broadway shows. tennesseetheatre.com

Grand Ole Opry

A Country music rite of passage and a Nashville must, the Grand Ole Opry has seen both rising stars and country music legends perform for almost 100 years. A two-hour live show is broadcast each Saturday, with artists showcasing country music’s past, present and future. Jason Isbell, Carrie Underwood, Keith Urban, Taylor Swift and Dolly Parton have all performed on the famous stage. opry.com