GTI Reference Manual Travel Specialist Training Table of Contents: Section 1 About GTI Pages 2-7 Section 2 - Getting Started Pages 7-19 Section 3 How to Sell Cruises Pages 19-31 Section 4 How to Sell Tours Pages 31-35 Section 5 How to Sell Groups Pages 35-44 Section 6 How to Sell Hotels Pages 44-52 Section 7 How to Sell Car Rentals Pages 52-59 Section 8 How to Sell Air Pages 59-66 Section 9 Travel Insurance Pages 66-68 Section 10 - Commission Information Pages 68-82 Section 11 Glossary Pages 82-105 Section 12 Supplier Contact Information Pages 105-109 Section 13 Industry Codes Pages 109-112 Global Travel International 1 All Information Copyright 2002-2007
Section 1 About GTI Leadership: Randall Warren Chairman and Chief Executive Officer Michael Gross President and Chief Executive Officer CORPORATE OFFICES 1060 Maitland Center Commons, Suite 305, Maitland, Florida 32751 Telephone: (407) 660-7800 Fax: (407) 875-0711 History In 1994, college roommates, Michael Gross and Randall Warren set out to build a new Travel Agency model, one that would not be defined by four walls, restricted by geographic location or bound by the typical overhead that encumbers most Travel Agencies. This Travel Agency would span the globe with one goal to market and distribute travel in a new global economy. The foundation was to be built on efficiency and innovation using the latest technology to arm its outside sales force. And thus, Global Travel International (GTI) was born. GTI Today o Global Travel International, Inc. (GTI) is the pioneer of the home-based travel agent serving more than 37,000 Agents. Our highly trained travel professionals make us a world leader in the travel industry. Our excellent relationships with the most prominent travel suppliers and our superior technological programs that locate the best rates give GTI Agents the ability to offer services, benefits and rates that can not be matched. Global Travel International 2 All Information Copyright 2002-2007
o GTI is the world's largest Independent Travel Agent network, generating over $125 million in annual revenue Our headquarter office in Maitland, FL, boasts over 130 reservation and support specialists dedicated to providing a combination of high-tech and high-touch assistance to our Independent Travel Agent base located throughout the world. o GTI is a privately owned company that invests heavily in training, technology and marketing to equip its Agents with the competitive resources necessary to successfully operate their own home-based travel businesses. By joining GTI, experienced travel agents can focus on selling travel and building their businesses without the burden or cost of a traditional storefront agency. o GTI offers an ideal home-based travel business solution for newcomers, industry veterans, part-timers, full-timers and everyone in between. With our travel expertise, state-of-the-art technology, business resources and support, you ll be ready to operate a successful home-based business. Accreditation and Memberships o GTI is a member of the following business and travel industry organizations: o Airlines Reporting Corporation (ARC) o Association of Retail Travel Agents (ARTA) o Better Business Bureau of Central Florida (BBB) o Cruise Lines International Association (CLIA) o International Airlines Travel Agent Network (CLIAN) Since its inception, GTI has achieved the following travel industry distinctions and honors: o Travel Weekly Power List Since 2005 o Royal Caribbean Cruise Line, Royal Celebrities, top 100 agencies, USA o Carnival Cruise Line's Winner's Circle of the Top 50 Performing U.S. Agencies Global Travel International 3 All Information Copyright 2002-2007
o V Com Presidents Club o Viking Cruise Lines Platinum Circle Members o Apple Vacations Platinum Member o Cunard Inner Circle Silver, top 100 agencies, USA o Funjet 500 Agency, top 100 agencies, USA; top 25, Southeast Region o Holland America Centurion Member, top 100 agencies, North America o Norwegian Cruise Line Presidents Club for more than $1 million in annual sales o Orlando Business Journal's "Golden 100" Honor o Princess I Excel Gold, top 75 performing agencies, USA o Sandals STAR Award, top 100 agencies, North America o Super Clubs Diamond Agent, top 100 agencies o Travel Impressions Best of the Best, top 25 agencies, USA o Windstar Star Account, top 50 agencies, USA o GTI has also ranked in the top one percent with Club Med and Tauck Tours. o Seabourne Pinnacle Club o Regent Cruise Council Quick Facts o GTI was co-founded in 1994 by Randall Warren (Chairman and CEO) and Michael Gross, (President and CEO) o GTI is a privately owned, Orlando, Florida-based membership travel company in its 13th year of business o GTI is the pioneer of the home-based agent travel distribution model in the U.S. o GTI achieved $125 million in annual sales o GTI provides all of the necessary resources for anyone to learn how to become an Independent Travel Agent, from people looking for part-time work that provides flexibility and extra Global Travel International 4 All Information Copyright 2002-2007
income to full-time Agents formerly with storefront travel agencies o GTI offers personalized service, incentives and opportunities for home-based Agents to earn income by booking travel for their friends, family and business associates o GTI specializes in cruises, vacation packages, business travel, group and incentive trips and more o GTI has tens of thousands of Independent Travel Agents in all 50 U.S. states and over 80 countries o GTI Agents enjoy added income, full support, training and rewarding commissions on sales plus generous savings on their own travel o GTI employs reservation and support specialists who assist its Independent Travel Agents o GTI offers a thorough and comprehensive training program for its home-based Agents including its exclusive Seminars, Global Tutor On-Demand program, Supplier Teleconferences On- Demand, Agent email campaigns, Teleconferences with leading industry suppliers and various familiarization opportunities o GTI offers its Agents an array of marketing support tools, including the creation of individual Agents websites o GTI invests significantly in technology and recently upgraded it proprietary ResMax reservation system allowing GTI Agents to spend more time marketing their services, while still getting paid whenever a client books travel through their individual websites Summary - Membership Benefits GTI offers its Agents a comprehensive program with complete support, training, marketing and technology solutions. Here is an overview of the benefits you will receive: Technology: o ResMax GTI Agents receive their own personalized consumer-facing, web-based booking engine that offers the best available air, car rental, hotel, cruise and tour package rates. Global Travel International 5 All Information Copyright 2002-2007
o GTI Agent-Only Website Agents receive access to a website where they can manage their accounts, make reservations, access marketing tools and material, order business cards, access all web-based training, conduct research and be part of their Agent Community. Here you ll also access your Agent Benefits Plans if you ve enrolled in one. o Advanced Booking Technology Qualified Agents will have access to web-based and GDS advanced booking tools. GTI has an enduring commitment to the development of technology to streamline processes, and make it even easier for Agents to run efficient and profitable home-based businesses. New and emerging solutions will be announced to Agents as technology solutions complete the certification process. Training: o GTI s exclusive Travel Agent Boot Camp a four-day seminar facilitated by seasoned travel industry educators and marketing experts committed to your success. o Our own Global Tutor program an in-depth audio library including a Welcome Session with a downloadable manual that helps Agents get started. Topics include booking policies and procedures. o Global Tutor Training On-Demand this online training environment allows Agents to learn at their own pace. Courses can be accessed 24 hours a day, 7 days a week, and topics include marketing and travel subjects. o CruiseCollege, Regional Workshops, Ship Inspections, FAMs GTI trainers conduct training throughout the nation, exclusively for our Agents. These events allow GTI Agents to learn and share their experiences and best practices. o Supplier Teleconferences On-Demand a complete library of past weekly teleconferences available in streaming audio so that you can review at your convenience. o MARKETING: o GTI s Marketing Toolkit a fully-loaded electronic and print marketing program for Agents, including invitations, postcards, flyers, brochures, business cards and more. Global Travel International 6 All Information Copyright 2002-2007
o GTI s Travel Asset Hotel Directory GTI s customized hotel program with access to blocked space, last room availability and negotiated commissionable rates at more than 13,000 hotels worldwide. Support Services: Only at GTI will you find these support services to help you keep your business running smoothly: o Accounting on-site accounting team dedicated to collecting and processing your commissions. o Agent Services this dedicated team of Specialists can be reached toll-free to answer questions about our programs. o GTI Travel Reservation Center our full-service Travel Reservation Center, with toll-free access, is available to Agents and their clients who may need information and assistance. The Center is staffed by highly trained Travel Specialists, with backgrounds in the travel industry, and a collective knowledge of destinations and types of travel (corporate, leisure, group). o Marketing Services our on-site marketing services team includes graphic designers and copywriters to ensure Agents have current and exciting marketing material. o Global Tutor and Trainers our trainers conduct worldwide educational events for Agents. o Blocked Space for Group Cruises our yield manager works with cruise lines to block group space for our Agents, and ensures great deals, amenities and maximum commissions. Section 2 - Getting Started Creating your home office Now that you have formed your travel business, you need to create a functional home office where you can be productive. You will need Global Travel International 7 All Information Copyright 2002-2007
space for your computer, telephone, copier, printer, scanner and fax machine. Also consider files for brochures, correspondences, client travel requests and references. When planning your home office, consider your level of engagement. If you are starting your business anticipating occasional sales, a corner somewhere in your house or apartment will suffice. If you plan to make a full-time commitment to your business, appoint space in a spare bedroom, den, attic, basement or garage. Here are some important details to consider for your home office: Separate and Private For the best results, appoint space exclusively for your travel business. There are many reasons why you will want to separate your business and residential space: o Organization - Keep your business papers and working files in a single location for easier access and preservation. o IRS requirements - Identify space, equipment and expenses allocated to your business to qualify for potential IRS home office tax deductions. o Privacy and Professionalism - Conduct telephone discussions in a quiet location, free from distractions and background noises. If is difficult to focus on work when household chores and obligations beckon, create a work environment that will allow you to separate your professional and personal lives. Equipment Before you purchase equipment, survey your work environment for existing electrical outlets, breakers, telephone lines, jacks and lighting. Computers Global Travel International 8 All Information Copyright 2002-2007
Your computer should have ample space, speed and memory to conduct business. If you need additional storage capacity, a USB drive is an inexpensive solution that allows you to save and store important files. Printers Over the years, printer prices have dropped. Relatively inexpensive allin-one printers can be found at discount appliance stores and warehouse clubs. If your work space is limited, consider getting a printer that can copy, fax, print and scan documents. Tips: o Verify the accessories included with your printer. Most do not include a printer cable which must be purchased separately. o Compare the prices of replacement ink cartridges and printing speeds. Your printer should be able to print an average of 16 pages of high-quality monochrome documents per minute. o Ensure that your printer can accommodate plain paper, envelopes and business card paper stock. o If you will be producing brochures and flyers, review color printer features (such as speed and accuracy) in consumer reviews for the best results. Telephone Consider installing a separate business telephone line into your home office. Use a professional business greeting when answering incoming calls on your business line. Restrict family members from using this line or answering business calls when you are unavailable. Record a message when you are away that includes a professional greeting, instructions for leaving messages and a time/day when clients can expect their calls to be returned. Ensure that your business telephone number is published and available with operator-assisted calls. Global Travel International 9 All Information Copyright 2002-2007
Cell phone If you plan to use a cell phone instead of a land line to intercept business calls, shop around for a plan that will give you plenty of airtime and a carrier that offers nationwide service. While cell phones provide great portability, they do have their drawbacks - like distorted reception and response delays - that may impact the quality of your calls. Internet An internet connection is a must. With the advent of broadband, dialup is not a viable option because it is slow and it monopolizes your telephone line. There are several high speed internet packages available today featuring speeds up to 6 mbps. You should select a minimum speed of 1.5 mbps to be functional. Stationery, Business Cards, Brochures Your stationery and business cards may be the only exposure clients will have to your business and they should positively reflect your business identity. Image can make or break a sale. Imagine trying to purchase a $10,000 cruise and you received your information typed on plain paper? How would you feel about sending a check to a business that couldn t afford professional stationery? The name of your business and the logo you select are two of the most important business decisions you will make - so carefully consider the details. Your business name should be unique and easy to remember, so it is not confused with the names of your competitors. For example, World Travel and Travel World could be easily confused. Before you purchase your business cards and stationery, you will need to decide if you will operate under the Global Travel International name and logo or under a name you create for yourself. Global Travel International 10 All Information Copyright 2002-2007
If you choose to operate as Global Travel, the process of getting business cards and stationery is easy. You can purchase these items on GTI s Agent-Only website and get them in a matter of weeks. If you prefer to create a name and logo that reflects a specific niche or your personality, we recommend that your business cards include your business name, logo, contact information and the endorsement: GTI Independent Travel Agent. This lets clients know that you are a member of a global travel organization. When selecting a unique business name, start by reviewing a list of competitors in your community so you know what names to avoid. Then consider the logo you will want to have designed to reflect your business identity. When you create your own name and logo you will have to purchase your business cards and stationery outside of GTI. NOTE: The Global Travel logo can only be used on business cards and stationery when you are using the official company name, Global Travel International, Inc., with no changes to colors, typeface, or design. Whether you choose to operate under Global Travel or a name you create, professionally designed business stationery says that you are serious about your business. Remember: You never get a second chance to make a first impression. Subscribe to Publications There are several excellent publications to keep businesses informed of travel industry trends. As a seller of travel, you will want to stay current with events, travel discounts, supplier news, as well as destination knowledge and ideas for advancing your business. Several publications offer a free trial subscription and most offer digital or print delivery options. Here are some publications that we suggest you contact to evaluate: Agent@Home Global Travel International 11 All Information Copyright 2002-2007
Performance Media Group, LLC (856)-727-0035 http://www.agentathome.com Cruise & Vacation Agent Magazine 856-727-0035 http://www.cruiseandvacationagent.com. Travel Agent Magazine Home-Based Travel Agent Magazine U.S. Sales and Service: (866) 344-1315 http://www.travelagentcentral.com/travelagentcentral. Travel Trade Magazine Home Based Trade Magazine (212) 730-6600 http://www.traveltrade.com. Travel Weekly (800) 446-6551 http://www.travelweekly.com. TravelAge West (a must have if you live in a western state) (800) 446-6551 http://www.travelagewest.com. Marketing There is no single marketing tool we can recommend to guarantee your success in the travel industry. What we do offer, is a practical and systematic approach to help you increase your visibility in the marketplace. Global Travel International also provides continuing Global Travel International 12 All Information Copyright 2002-2007
education on this topic, along with best practices from other agents who have been successful with a variety of marketing campaigns. The next section provides reliable marketing strategies to help you attract clients. Sphere of Influence In the early stages of business development, it is likely that your sales will come from people you know: relatives, friends and business associates. To solicit business, let everyone know that you are in the travel industry and you can help them save time and money when they contact you for travel arrangements. Start by creating a list of everyone you know. If they don t travel, they may be able to refer your services to someone who does travel. Here are some places to look for potential clients (prospects): o Alumni, Fraternity and Sorority members o Associations, Clubs and Organizations to which you belong o Community Directories o Everyone that you do business with (dentists, doctors, dry cleaners, hair stylist, home contractors, repair people, restaurants) o Local Chamber of Commerce; Professional Groups o Referrals from friends and family o Religious organizations; Schools o Your written or electronic address books Once you have identified potential clients, use a computer program to create client profiles that contain complete names, addresses, telephone numbers, email addresses, special interests, birthdays, personal hobbies and travel preferences about your clients. Also keep notes about your travel conversations along with dates, so you can follow-up on opportunities. Global Travel International 13 All Information Copyright 2002-2007
Your first correspondence to prospects should include a letter introducing your new business, the services and benefits you provide, and your contact information. Always give out two business cards - one card for the client and another for their friends. Because it is easy to discard or ignore mail, follow-up with a telephone call or in-person meeting to ask clients for their business. Start with the easiest people to reach - your family and friends. Spend at least one to two hours a day contacting people you know and introducing your business. When you are running errands, be sure to leave your business cards with vendors. To build your travel business, you must make prospecting a daily habit. The more people who know about your business, the more likely you will gain clients, but it is up to you to get the word out. A word about rejection When you are unknown and unproven, people will have a tendency to initially reject your service offer. Be prepared for rejection. It is part of the sales process and you should not take it personally. Everyone who runs a business knows that hard work, effort and persistence pay off. Strive to gain happy clients, one at a time, and ask them for testimonials that you can use when you call on others to promote your business. Never give up. Selling Outside the Sphere There's an old saying every salesperson knows by heart: People buy from people they like, trust and respect. They especially buy from people with whom they are comfortable - people who make them feel at ease right from the start. For the salesperson, it's often the "start" that's the problem. When you meet someone for the first time, and there is a large sale at stake, it's normal to be concerned about the outcome. What will you say? How should you act? How can you convince the decision-maker to be on your side? Global Travel International 14 All Information Copyright 2002-2007
Establish rapport with everyone you meet - not just the immediate prospect. Everyone is a potential client for your business. Here are some ways to break the ice and establish immediate rapport: o Be yourself. Don't try to act like someone you're not or behave the way you think a salesperson should. Prospects can easily spot phony behavior. Be sincere. Let your personality and integrity shine through. o Remember the basics. This means a firm handshake, eye contact and a smile. If this seems simple, it is. These small details are a big part of a first impression because they are what people notice and remember about you. o Use common courtesy. Let prospects know that you value their time. Start your conversation by acknowledging this: I appreciate this meeting. I know your time is important, and I will not take more than 10 minutes. o Learn something about the prospect beforehand. Research your prospect. If the prospect was referred by someone else, ask that person for insights into the prospect's interests and hobbies. If you are making a sales call to a company or organization to bid on group or corporate business, be sure that you check their web site and learn about the organization before your meeting. Qualify prospects Many salespeople make the mistake of talking constantly during a sales call. They tell a joke and launch right into their sales pitch. During a sales call you should listen, learn and then offer products or solutions to meet the prospect s needs. At the beginning of your call, when meeting in person, break the ice with a firm handshake and eye contact. Bring up a common-ground subject (weather, community events, past travel) and begin to ask open questions. Listen carefully to understand the prospect's goals and concerns. If travel involves a group or family, it is important to identify individual needs as well. Once identified, you can offer relevant information and suggestions that will help the prospect. Global Travel International 15 All Information Copyright 2002-2007
Let s look at two sets of questions you can ask to identify needs. If you are establishing a relationship with the prospect, ask general questions to begin the discussion. Your selling opportunities are noted in parenthesis: o How do you typically make your travel reservations? (Who are you competing against?) o What problems have you had in the past when booking travel? (You can illustrate the benefits of your website, a single source to book many products) o In addition to price, what other things are important to you when it comes to trip planning? (ease of use, person-to-person contact, travel assistance) o What method of communication do you prefer when arranging travel? (email, telephone, fax) Let s say you have already established a business relationship with the prospect and want to inquire about their trip plans. Try these questions to uncover needs and wants: o What activities are you seeking on this vacation? o What things are most important to you/family/group for this trip/vacation, besides price? o Where have you stayed/cruised/toured before and what did you like about those arrangements? The more you learn about the prospect s needs and wants, the easier it is for you to match the right products and services. Time is money, so use your time wisely by asking strategic questions. Create a pipeline of clients To grow your business you need to expand your client base. Even loyal clients can drift to other travel agents, so you will want to continually keep new clients flowing into your business. Here are nine techniques to help you create a pipeline: Global Travel International 16 All Information Copyright 2002-2007
o Solicit referrals. Offer discounts, freebies or other incentives to clients who bring you new business. Call travelers post-trip and inquire about their experiences. Ask for referrals and testimonial letters that you can present to other prospects. o Build a marketing plan. As your business grows, we recommend you experiment with a variety of approaches to get your name in front of as many prospects as possible. A good marketing plan can help you reach your target. Your marketing plan must include: o Plan Goals - Establish goals that are specific, measurable and include a timeline for completion. Limit yourself to one or two goals that are realistic and achievable in terms of time and expense. Example: Earn $1,000 per month by the end of this year. o Target Market(s) - Select a target market to focus on so you can build your business. Your target market represents the people you intend to sell to that will help you make up the majority of your goal. Examples: Family reunion travel, honeymoons, senior travel. o Strategy - Your strategy represents the method(s) you will use to contact potential customers, and these methods should be aligned to support your goal and timelines. Four primary methods you can use to reach your targeted market include the Internet, mass media, personal contacts and written (collateral) material. Example: Develop an integrated campaign using the Internet, personal contacts and written material to sell cruises. o Tactics - Each strategy should have specific tactics that describe how you will execute each item. Examples: Send 50 cruise post cards weekly to my target market; conduct one cruise night per month using email and flyers to promote event. o Timeline - Develop a timeline for each tactic and strategy. This way you have a record of what you are to do and when. o Track Results - Measure the effectiveness of your marketing plan to ensure that you receive a return on your investment. Keep track of your costs so you can calculate your net gains. Global Travel International offers several tools to help you with your marketing plan: Global Travel International 17 All Information Copyright 2002-2007
Business cards Marketing Toolkit Post Cards Thank you notes o Global Tutor On Demand - create your own Marketing Plan session available on your agent only website o Try direct marketing. Experiment with direct marketing, like flyers and post cards to use in conjunction with mailing lists that you purchase to target a segment of business. Several companies sell lists of accurate, targeted sales leads. o Seek out symbiotic partnerships. Share prospects with similar industries. For example, an alliance between a body shop and an auto repair shop lets each company recommend clients to the other and creates a more complete service offering. Travel agents can partner with floral shops to share in the wedding/honeymoon market. Or partner with a shop that sells scuba or skiing equipment to promote scuba and ski vacations. A word of caution: before you enter into this type of alliance, make sure you can vouch for the other company. Otherwise their mistakes could reflect poorly on your business. o Look outside your niche. Think creatively about other markets that need your products and services. Holland America has teaching kitchens on some of its ships. What a great way to target a cooking school and arrange a specialty trip. Review tour and cruse line features to identify new niche opportunities. o Consider tweaking your product or service. One way to expand into new markets is to appeal to a broader range of clients. Look for opportunities that are related to your business. For example, bridal shows are popular events typically held in most cities during the first quarter. Consider attending these (as a vendor) to attract new clients through honeymoon trip planning. Take along plenty of brochures, business cards and giveaways. o Do good deeds, and inform prospects of your philanthropy. Join and support organizations that you believe in like environmental protection groups and children s causes. As a member, you ll not only contribute time to worthwhile Global Travel International 18 All Information Copyright 2002-2007
causes, you will also have a chance to network with other members and exchange services. o Advertise creatively. Consider special promotions, different media or other new ways to get your message out. Frequently review your advertising plans and watch trends in your community. Is there an event taking place where you can advertise your services? Take note of advertising that has an impact on you. What type of medium is it? How frequently does the ad run? Is it within your budget? Always compare the cost of advertising with the amount of exposure you will receive in exchange. Section 3 How to Sell Cruises Overview Cruising is the fastest growing segment of the travel industry, consistently ranking as one of the most satisfying vacations for your money. The Cruise Lines International Association (CLIA) travel survey indicated that 91% of first-time cruisers said they would go on a second cruise within a year. In 1970, about 500,000 people experienced a luxury cruise. In 1980, the number of cruisers jumped to 1.3 million. By 1990, that number increased threefold to 3.7 million. In fact, over 7 million Americans went on a cruise in 2001. According to CLIA, more than 2.2 million people worldwide went cruising in the first quarter of 2003, a number that reached 8.5 million by the end of the year. The Value of a Cruise Cruising is one of the greatest travel values for your clients. Guests are able to enjoy several destinations without having to unpack at each new town. Most cruises also include meals in the price. GTI has even established preferred supplier relationships with many cruise suppliers representing each of the cruise categories described in this section. Selling preferred suppliers products provides an even greater Global Travel International 19 All Information Copyright 2002-2007
earning potential, as well as increased benefits for you and your clients. Categories of Cruises A cruise rating system doesn t actually exist and it is a subjective exercise, not to mention a difficult one, to attempt to categorize one particular cruise line over another. Each vendor constantly adjusts its offerings to fit the ever-changing demands of the customer. Although the industry is a dynamic one, we are going to attempt to list the various categories of cruise experiences. The Categories Are: o Standard/Budget o First Class o Premium o Deluxe o Boutique Deluxe Products o Alternative Cruise Options o Expedition Cruises o River Cruises o Barging o Sailing Ships o Freighter Travel o Self-Drive Boats o Standard/Budget - Standard or budget, cruising obviously provides the most economical cruise product on the market. A typical budget cruise offers adequate service, entertainment and dining, but on cruise ships that tend to be somewhat seasoned. These budget cruises are usually acceptable for first-timers and experienced cruise enthusiasts who are content with a little less glitz and glamour. Global Travel International 20 All Information Copyright 2002-2007
o First Class - First class cruising represents a lower-priced, midrange product with nice dining and entertainment on very well maintained ships. These ships are geared to the mass market with products and price ranges appealing to first-time cruisers, younger travelers, and bargain hunters. This category typically includes Norwegian Cruise Lines, Carnival, Princess and Royal Caribbean. o Premium - These above-average products cater to those who demand a bit more, but still fall short of the deluxe category. As a result, you will find a more upscale passenger mix onboard. These products are generally more expensive than the previous two categories, but they do not necessarily represent any less value for the experience they deliver. They may offer greater comforts such as a more sophisticated dining experience and higher service standard. We will consider these middle and upper-middle class cruise lines as four-star lines. Examples of four-star lines include Holland America and Celebrity Cruise Lines. o Deluxe - Deluxe lines offer a very high caliber in overall passenger comfort, dining and service. The entertainment varies, but is generally comparable to premium lines. Deluxe cruises are more expensive, however, and appeal to sophisticated and experienced travelers demanding a bit more attention to detail. Crewmembers are usually well trained Europeans. Examples of deluxe lines include Radisson Seven Seas, Crystal, and Cunard. o Boutique Deluxe Products - A number of upscale products fall into the smaller-ship variety (with fewer than 500 passengers) offering high, and in some cases, the highest caliber of service and overall passenger comforts. Dining on these ships is limited to single seating for everyone onboard as opposed to two separate seating areas on most premium ships. Some of these products also include tipping, complimentary liquor and wines, and other features as part of the fare. These boutique deluxe lines include: Seabourn, SilverSea, Radisson Seven Seas, Windstar, and Oceania. Alternative Cruise Options In addition to the traditional cruise line categories, a variety of unique cruising alternatives are also available: o Expedition Cruises - This particular cruise category promotes educationally oriented cruising, sometimes dubbed adventure Global Travel International 21 All Information Copyright 2002-2007
cruising or eco-cruising. Generally, an onboard naturalist or other specialist will accompany passengers to unique destinations for tours and enlightenment. Since the itineraries are usually longer, these excursions appeal to an older, more sophisticated crowd. While not inexpensive, the products are usually not deluxe in nature. A growing number of cruisers want to be entertained in a different way, discovering a greater appreciation for nature and the planet. Special Expeditions is one such company that caters to this market. o River Cruises - Riverboats are designed to sail the major waterways of the world (e.g., Danube in Europe, Mississippi in the U.S., and the Yangtze River in China). This type of cruising features in-depth and up-close experiences where passengers can enjoy the convenience of a floating hotel with activities, meals and sometimes even small-scale entertainment. From these riverboats passengers can view the countryside and disembark in cities, towns, and villages along the shore. Examples of river cruises include UNIWORLD and Viking River Cruises. o Barging - Particularly popular along the smaller rivers in Europe, barges transport small groups of six to twelve passengers on relaxing, slower-paced trips. Travelers can view more of the countryside, visiting small towns and enjoying exquisite dining along the way. Barging is quite popular in France and represented by various companies including Abercrombie & Kent, 1st Cultural Tours, Kemwell, and Fenwick & Lang. o Sailing Ships - A growing variety of sailing ships are available in different classes, from the ultra-deluxe Sea Cloud and the deluxe Windstar, to the mid-range Star Clippers and casual Windjammer Sail Cruises. Sailing cruises are especially attractive to the adventurous traveler. o Freighter Travel - Virtual fleets of freighters ply the world s waterways, accommodating a small group of paying passengers known as long-termers. These cruises are usually much longer voyages than the typical 7-day tours and appeal to the more experienced, older travelers with extra time on their hands. o Self-Drive Boats - Crown Cruise Line offers self-drive boats carrying between four and eight passengers, usually along the waterways of France, Ireland and New York. Passengers are given a quick lesson on how to operate these vessels, then given the helm to proceed at their own pace for a set number of days. Global Travel International 22 All Information Copyright 2002-2007
Selecting a Ship Selecting a ship is as subjective as recommending the best restaurant to dine in. It is a matter of personal taste, but with some background information and insight, you can assist in the selection. Every cruise line and ship has a unique and distinct personality. The only way to get to know its personalities is to take it out for a date. You will do a good job selling cruises without having sailed on a ship, but you ll do a better job once you have actually experienced the thrill of cruising. You can begin immediately by visiting the busiest ports in Miami and Ft. Lauderdale where just about every line is docked at one time or another. Ships also frequently dock in New York, Texas, California, Washington and Alaska (in the summer) throughout the year. The more you visit, the better you will be able to answer your clients questions. Travel Weekly publishes a Cruise Guide that lists every ship sailing from ports around the world. While the perfect ship is available for every type of cruiser, you will need to do some thorough research to find the perfect floating paradise for you or your client. Consider the following information: o Age of the ship o Size of ship o Size and type of cabin o Ship location o Caliber of service o Type of activities Global Travel International 23 All Information Copyright 2002-2007
o Itinerary o Interior or ocean view cabin o Type of dining experience o Type of entertainment Once you have considered the above, then you need to find out the relative importance of each one. If the itinerary is the most important aspect of the cruise, then you may only need a short list of two or three ships with that particular itinerary. If a client wants a deluxe large ship, then again, you can narrow down the selection of ships. Ship Size Matters Two factors play a role in service and comfort: o Passenger-to-staff ratios o Passenger-to-space ratios The passenger-to-staff ratio tells you how many staff members per number of passengers are on board. Better cruise lines will average one staff member for every two passengers, or 2:1. More budgetoriented products will have fewer staff per passenger (2:1 3:1), while the most deluxe lines may come closer to 1:1. It is an impressive service level figure to promote when selling to a first-time cruiser. The passenger-to-space ratio indicates how much space each passenger has onboard. The more spacious the ship, the more freedom you experience as a passenger. Luxury lines have less passenger density than less expensive lines. The ratio is computed by dividing the gross registered tons (GRT) by the number of passengers. Royal Caribbean, a mass-market line that offers relatively compact cabins for its guests, averages space ratios in the very high 20 s. Crystal Cruises and Silversea offer space ratios in the 50 s, among the most spacious. Global Travel International 24 All Information Copyright 2002-2007
Space ratio is an important figure as it is a reliable way to gauge the ambiance onboard a ship. A larger ship may have more passengers than a smaller ship, but a smaller ship may or may not have a higher density. For travelers who get uncomfortable being around lots of people, a Carnival or Royal Caribbean ship will be less appealing than a Celebrity or Princess ship with higher space ratios. Having this information can help you understand the cruise you or your client will best enjoy. Selecting a Stateroom Most ships offer a variety of differently priced categories of staterooms or cabins. These are color-coded on the Chart/Deck Plan found in brochures and are price-differentiated. The first basis in determining price is whether a stateroom is ocean view or inside. The ocean view cabin, sometimes called an outside cabin, usually has a window or porthole, whereas the inside stateroom has no natural light coming in. Inside staterooms are usually at the bottom of the price chart. Ocean view staterooms are higher, falling into the middle range of cost. Then suites and penthouses sit at the top of the price chart. A premium price is usually paid for: o Staterooms located on higher or upper decks due to their accessibility to the public rooms such as restaurants and entertainment. o The location on that particular deck such as mid-ship staterooms are valued higher than those either far forward or far aft (front and back) on a deck. o Verandas or balconies which can offer space for only two people or others with space to entertain a dozen shipmates. Global Travel International 25 All Information Copyright 2002-2007
o Mini-suites, suites and penthouses offer living accommodations that can rival some of the more elegant hotel rooms. Price and availability are the driving factors in making a choice. It is recommended to study a deck plan to ascertain the location of the public rooms like the dining room, show lounge, casino, etc. and determine whether the cabin you are referring to will work. When possible, it is best to avoid cabins: o Below the kitchen o Directly above the propellers (usually aft of the ship s lowest decks) o Directly above or below the disco Most cruise line brochures also provide schematic drawings or photos of typical cabins in select categories. Drawings are usually better than photos in that they show much more. You can preview the storage space, bathrooms and overall spaciousness of the cabin. Factors to Consider when Selecting a Stateroom: o Cabin size o Location of public rooms relative to cabin o Location of cabin elevators and stairwells o Bedding configurations (King, Queen or Twin) o Are ocean view stateroom windows obstructed by lifeboats or safety equipment o Is the window a porthole or a large picture window o Amount of noise (directly below the disco or adjacent to an elevator) Deck Plans Global Travel International 26 All Information Copyright 2002-2007
Deck plans are color-coded by category type. The lowest-priced inside and ocean view staterooms are typically on the lowest deck (Riviera) while the most expensive are usually on the highest deck (Lido). On some ships, suites can be located on various decks and not necessarily the highest deck. Many also have verandas, which are highly desirable and also priced at a premium over cabins without one. Cruise Line Pricing Cruise pricing is generally listed in the lines brochure by ship, destination or itinerary. These rates typically include port charges and are listed per person based on double occupancy. Most cruise lines prices are cruise only and do not include air transportation, which may be necessary to get you to your embarkation port. Airfare add-ons are available by city. Be sure to verify whether airfare is included or not. If not, find out what the cruise line charges for air add-ons and whether round-trip transfers are included upon arrival and departure. At the bottom of the itinerary or brochure page is a list of additional charges, including fees and taxes. All cruise lines impose these charges, which vary depending on the itinerary. On special holiday sailings, a premium may be charged over and above the rates shown in the price grid. Pricing also tends to vary by season and itinerary. The Value of a Cruise Purchase The typical cost of a cruise includes accommodations, all meals on board the ship, all daytime activities and nighttime entertainment. Many ships also provide complimentary 24-hour room service. Keep in mind that when you refer a cruise, you earn commission on everything included in the cruise package price. More often than not, the price of a cruise does not include liquor or sodas, spa services, casino expenses, gratuities to shipboard staff, or optional shore excursions. On occasion, however, some of these items are included as value-added benefits. Global Travel International 27 All Information Copyright 2002-2007
When passengers check in for their cruise, they are asked to set up an account with the Purser s Office or Information Desk. By providing a credit card imprint, the staff will be able to charge all of the guests onboard purchases to their shipboard account. At the end of the cruise, passengers receive an itemized billing statement that can be charged to their credit card or paid by other means before disembarking. This provides a convenience for passengers in not having to carry cash around the ship. In fact, cash is not even accepted at the point of sale on most ships. Gratuities Most gratuities are paid directly to the staff members providing services on the last night of the cruise. Gratuities are typically paid to the cabin steward, dining room waiter and assistant waiter. Tipping is also recommended for the maitre d or headwaiter if they have provided you with good service and/or have done something special for you. Guidelines for tipping amounts are provided by the Cruise Director during his or her disembarkation seminar. Most cruise lines even offer pre-pay programs for gratuities. Air-Sea Programs Most cruise lines offer an air-sea booking option. Passengers who select to use a cruise line s air-sea option pay an air add-on based on the origination city. These programs only provide air from the originating city to the cruise and a return flight to the originating city. The flight schedule and airline used is at the sole discretion of the cruise lines. Due to airline schedules, it may be necessary for passengers to stay overnight the day prior to the cruise. In this case, an additional charge may be added for the hotel room. The air-sea program includes transfers between ships and the airport. Global Travel International 28 All Information Copyright 2002-2007
The cruise line does not protect passengers against canceled or delayed flights unless booked by the cruise line. Passengers must therefore weigh the advantage booking their own air fare against the risk of having a flight delay and missing the cruise. Most cruise lines, however do offer an air deviation plan for an additional charge. This allows the traveler to request specific schedules or airlines. The passenger always has the right to refuse deviation. Itinerary All cruise line brochures indicate day-by-day itineraries with maps outlining the routes taken. The key to reading an itinerary is determining the number of days at sea versus the number of days in port. A well balanced itinerary will offer a variety of ports combined with leisurely days at sea. Pre- and Post-Cruise Packages All cruise lines offer passengers the option of extending their cruise by a day or two prior to and/or immediately following the cruise. Most cruise itineraries do not give passengers time to visit the first and last city on the itinerary. For example, many Alaskan cruises depart and return to Vancouver. But unless passengers extend their stay, they will not have an opportunity to see this marvelous city. If passengers have a long flight to get to their cruise, a pre-cruise stay gives them the opportunity to catch up on some rest and adjust to any time change, so that they can fully enjoy their cruise and not spend the first day or two recuperating from their journey. Post-cruise stays provide a chance to unwind before returning home, relief from jam-packed flights, and a chance to explore the city where they disembark. Global Travel International 29 All Information Copyright 2002-2007
Shore Excursions Every cruise line offers optional shore excursions at ports-of-call. These range from transfers into town and sightseeing tours, to helicopter flights over glaciers, diving and snorkeling. They can then purchase these onboard and charge the purchases to their shipboard accounts. Passengers do not have to purchase the excursions offered by the cruise line, and can elect to go ashore on their own, or to arrange their own sightseeing plans. Shore excursions vary by activity, location and duration and are available on your Agent-Only website, your ResMax website for clients use, or by calling the GTI Travel Reservation Center. Shore excursions can also be purchased onboard. GTI s shore excursions are usually provided by the same operators as those used by the cruise line, but are generally less expensive. As a GTI Travel Agent, you can also earn a healthy commission from these sales. When a ship pulls into port, it either docks or anchors. Docking means passengers can easily disembark by simply walking off the ship. When a ship anchors, smaller boats called tenders are used to transport passengers ashore. Cancellation Policies Cancellation policies vary by cruise line. As a general rule, most cancellation penalties start 60 days prior to sailing. The cruise line imposes these penalties regardless of the reason for the cancellation, including health problems, death of a relative or passenger. It is recommended that all cruise passengers purchase GTI s Travel Protection Plan. Cruise lines also offer Trip Cancellation Insurance. Please refer to the cruise line brochure for a complete review of the terms and conditions. Global Travel International 30 All Information Copyright 2002-2007