The River Cruise Report Card for Travel Agents - The Resource for Agents on River Cruise Line Policies - Travel Market Report
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
The River Cruise Report
Card for Travel Agents
The Resource for Agents on River Cruise Line Policies
2017/2018
Voice of the Travel Agent
“Travel advisors need to stay abreast of all the changes in our
industry, Travel Market Report gives us that in spades.”
Anne Morgan Scully, President, McCabe World Travel
“It’s like The Wall Street Journal for luxury travel advisors.
Travel Market Report is always on target.”
Michael Holtz, CEO, SmartFlyer
“I rely on Travel Market Report to keep up with current
trends and what is on the minds of travelers … I find it to
be invaluable!”
Mary Jean Tully, CEO, Tully Luxury Travel
“Travel Market Report is my bible when it comes to
market trends and analysis. It is recognized as the daily
‘go-to place’ by most industry leaders.”
Jack Ezon, CEO, Ovation Vacations
sales@travelmarketreport.com
TABLE OF CONTENTS
THE RIVER CRUISE REPORT CARD
Letter from the Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CHART 1 Sales Percentage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
CHART 2 Commission Percentage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
CHART 3 Commission Range and Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
CHART 4 Non-commissionable Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
CHART 5 Payment Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Editorial: River Cruises: More than a Worthwhile Niche for Travel Agents . . . . . . . . . . . . . . 12
CHART 6 Preferred Partners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
CHART 7 Co-op Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
CHART 8 Mark-Ups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CHART 9 Consumer - Agent Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
CHART 10 Cruise Accreditation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Editorial: Steady as She Goes: What River Cruise Lines Have Planned for 2018 . . . . . . . . . 22
CHART 11 Fam Trip Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
CHART 12 Types of Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
3
Editorial: Training is the Key to River Cruise Sales Success . . . . . . . . . . . . . . . . . . . . . . . . . 28
CHART 13 Commission Fare Inclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
CHART 14 Pricing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
CHART 15 Change Fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
CHART 16 Water Level Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Editorial: Unpredictable Water Levels in Europe and the Problems They Cause . . . . . . . . . 37
Acknowledgement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
PARTICIPATING SUPPLIERS
LETTER FROM THE EDITOR
2017/2018
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
DEAR TRAVEL AGENT,
Welcome to the second ever Travel Market Report Supplier Report
Card, our inside look at the practices of travel industry suppliers.
This is our second Supplier Report Card after publishing our inaugural
edition, The Cruise Report Card for Travel Agents, in early 2017. These
report cards seek out information about how the major suppliers in
each sector of our industry interact with their most important partners,
the travel professionals.
With this edition, The River Cruise Report Card for Travel Agents, we
hope to provide you with a resource you can use when dealing with
your clients who are booking river sailings all over the world. We want
you to know the suppliers that truly have your best interest in mind.
4
We invite you to take a look and to keep a copy at your desk during
your day-to-day dealings with clients and suppliers. Not all of the
cruise lines we invited to participate chose to do so, but we’re still
very excited to show you just how valuable you are to the biggest
companies in travel.
Sincerely,
Daniel McCarthy, Editor-in-Chief
SALES PERCENTAGE
Travel agents are responsible for a majority of sales at each one of the 13
participating lines. In some cases, like AmaWaterways (97%), Crystal River
Cruises (95%), Uniworld Boutique River Cruises (95%), and Victoria Cruises
(97%), agents are responsible for more than 9 in every 10 river cruise bookings.
chart 01
sales percentage
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
What percentage of your sales are from travel agents?
River Cruise Line
AmaWaterways 97%
American Queen Steamboat Company 75%
Avalon Waterways “THE VAST MAJORITY OF OUR SALES”
Belmond “WELL OVER 50%”
6
CroisiEurope “ABOUT 85%”
Crystal River Cruises 95%
Emerald Waterways “VAST MAJORITY’
Riviera River Cruises 70%
Scenic “VAST MAJORITY”
Tauck “A BIG PERCENTAGE”
Uniworld Boutique River Cruises 95%
Victoria Cruises 97%
Viking River Cruises “A MAJORITY”
COMMISSION PERCENTAGE
By the numbers:
• AmaWaterways has the highest base commission percentage with 15
percent.
• Of the lines who reported a maximum commission percentage, Avalon
Waterways, Emerald Waterways, Scenic River Cruises, and Uniworld
Boutique River Cruises, have the highest number with 18 percent.
chart 02
commission percentage
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Is there a maximum commis-
What is your base commission
sion percentage you pay? If so,
percentage?
what is it?
River Cruise Line
AmaWaterways 15%
American Queen Steamboat Company 10% 16% (PLUS POTENTIAL OVERRIDE GOALS)
Avalon Waterways 10% 18%
Belmond 10% (NEGOTIABLE)
7
CroisiEurope 10% (BASED ON PRODUCTION)
Crystal River Cruises 10% 17%
Emerald Waterways 12% 18%
Riviera River Cruises 12% 16%
Scenic 12% 18%
Tauck 10% 15%
Uniworld Boutique River Cruises 10% 18%
Victoria Cruises 10% (NEGOTIABLE)
Viking River Cruises 12% (DEPENDS ON VOLUME)
chart 03
commission range & policies
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Is your commission Do you pay
Can commissions
range different if an commissions on
be netted against
agency belongs to a non-refunded
checks in a weekly
marketing group or cancellation monies
summary?
River Cruise Line
consortium? paid?
AmaWaterways ONLY FOR GROUPS 3
American Queen Steamboat Company 2
Avalon Waterways 1
Belmond N/A
CroisiEurope
8
Crystal River Cruises
Emerald Waterways
Riviera River Cruises N/A
Scenic
Tauck 4
Uniworld Boutique River Cruises 5
Victoria Cruises 1 N/A
Viking River Cruises
1 Depending on volume 4 Paid on penalties withheld
2
For U.S and Canadian agents 5 Within 30 days of sailing
3 Based on date of cancellation
NON-COMMISSIONABLE PRODUCTS
Over forty percent of lines surveyed said they don’t offer any products
that aren’t commissionable to travel agents. Those river lines that did
offer non-commissionable products listed pre-paid optionals, onboard
shore excursions, and salon services.
chart 04
non-commissionable products
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Do you offer products What products
and services to and services are
consumers that aren’t What are they? included in your non-
River commissionable to commissionable/
Cruise Line
travel agents? resort fees?
ONBOARD SERVICES:
GIFT SHOP, LAUNDRY, AND
AmaWaterways MASSAGE AND HAIR SALON PORT CHARGES
SERVICES
ONBOARD PURCHASES,
PREMIUM SHORE
American Queen Steamboat Company “VERY FEW” EXCURSIONS PURCHASED
ONBOARD AND GRATUITIES
Avalon Waterways PRE-PAID OPTIONALS PORT CHARGES
SPA AND ON-BOARD
ALCOHOLIC BEVERAGES
Belmond IF NOT INCLUDED IN BASE
PRICE
9
CroisiEurope NONE
Crystal River Cruises NONE
Emerald Waterways NONE
TRANSFERS, PRE- AND
Riviera River Cruises POST-CRUISE HOTEL
ACCOMODATIONS AND AIR
Scenic NONE
Tauck NONE
SOME OPTIONAL
Uniworld Boutique River Cruises EXPERIENCES NONE
PRE-BOOKED AMENITIES
Victoria Cruises SUCH AS WINE OR FRUIT
BASKETS
Viking River Cruises N/A
1 Depending on volume 4 Paid on penalties withheld
2
For U.S and Canadian agents 5 Within 30 days of sailing
3 Based on date of cancellation
chart 05
payment schedule
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
What is the payment schedule for paying travel agent commissions?
River
Cruise Line
AmaWaterways COMMISSION PAYMENT IS PROCESSED ON DATE OF DEPARTURE
American Queen Steamboat Company RANGES FROM WEEK OF DEPARTURE TO UP TO 3 WEEKS AFTER CRUISE DISEMBARKS
Avalon Waterways APPROXIMATELY TWO WEEKS AFTER TRAVEL COMMENCES
COMMISSION CAN BE DEDUCTED FROM FINAL PAYMENT IF PAID BY AGENCY CHECK; COMMISSION
Belmond IS PAID ASAP AFTER TRAVEL IF PAID BY PASSENGER’S CREDIT CARD
CroisiEurope AT TIME OF SAILING
10
Crystal River Cruises PAID AT SAILING
Emerald Waterways COMMISSION EARNINGS ARE PROCESSED BASED ON GUESTS SAIL DEPARTURE DATE
Riviera River Cruises ONCE CRUISE DEPARTS
Scenic COMMISSION EARNINGS ARE PROCESSED BASED ON GUESTS SAIL DEPARTURE DATE
Tauck COMMISSION IS PAID 3 DAYS AFTER THE GUEST DEPARTS ON TOUR
Uniworld Boutique River Cruises TIME OF SAILING
Victoria Cruises AFTER TRAVEL IS COMPLETED
Viking River Cruises 29 DAYS PRIOR TO DEPARTURE DATEWE TOOK THE WORLD’S BEST BOUTIQUE HOTELS
and made them float.
Work-of-art ships | Unparalleled guest service | Exquisite regionally inspired cuisine | Exceptionally inclusive amenities
Craft your masterpiece on the world’s best and most awarded luxury river cruise line
OUR 2018 ITINERARIES ARE FILLING UP FAST. TO ENSURE YOUR CLIENTS RECEIVE THEIR PREFERRED DATES AND TO VIEW ALL OFFERS,
VISIT UNIWORLD.COM/AGENT OR CALL 800-355-7078.R I V E R
C R U I S E S
More Than a Worthwhile Niche for Travel Agents
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
By Kerry Tice
If your client has never cruised before, a 4-day river cruise can be the ideal way to “sample”
the cruise market. If your client is typically an ocean cruiser, why not consider giving them
a more intimate option? If your client has always been drawn to land tours but wants
something mobile, river cruising could be just the fit. Simple but true: these are the questions
river cruise suppliers want travel agents to consider when they’re qualifying their clients for
their next adventure. And according to industry experts, if you have a database of existing
cruise or tour clients, you have river cruise sales potential.
River cruising is hardly new, waking up in a different location Joni Rein, vice president of
but if you consider the constant every morning doesn’t hurt either. Emerald Waterways and Scenic
evolution of the ships, product “River cruising has dramatically USA concurs, for the most part.
offerings and itineraries that make increased in popularity over the last “While the transition from ocean to
12
up this segment, the definition of several years,” according to Kristian river is a natural, it is actually the
new takes on a different meaning. Anderson, senior vice president land resort and tour demographic
That being said, the reasons why of global sales for Uniworld that is the most likely to purchase a
people choose to take a river cruise Boutique River Cruises. “It marries river cruise. The key to determining
remain steadfast. Simply put, the immersive experience of a which of the travel agent’s
participation in river cruising is land package with the mobility guests is most likely to purchase
easy. It’s all-inclusive and hassle- of the ocean cruise. If you’ve got it would be the adventurous, active
free, allowing clients to truly enjoy passengers that have been on a and those with a desire to sail the
the ride instead of worrying about land package or an ocean cruise, European waters.”
packing and unpacking, vouchers then you’ve got clients ready for a
or transfers from here to there. And river cruise.”“
The benefits of a river cruise aren’t
reserved for just the client.
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
For Avalon Waterways Managing experience is best suited for your suppliers are diversifying their
Director Terri Burke, it all comes client comes down to education. experiences to identify with the
down to an acronym—an acronym Almost all of the river cruise interests of all demographics and
that just happens to spell RIVER. suppliers offer training and age groups, and the response has
“’R’ stands for Room with a view. certification programs to empower been overwhelming.
The number one reason people travel agents with the tools to sell Uniworld Boutique River Cruises
want to go on a river cruise is the this product. recently unveiled ‘B’, its first river
vistas. All of our staterooms have “The well-informed travel cruise ship designed and created
open-air balconies,” said Burke. advisor is his/her client’s most to cater to the Millenial generation,
“‘I’ is for Immersion. You’re in valuable asset,” said Mary Murrin, ages 21-45. According to Uniworld’s
the town center, you only have to North America Account Manager Anderson, there is not one place to
unpack once and the immersion in for Tauck River Cruising. Tauck is just sit onboard that doesn’t have a port
the destination really shows itself one of many suppliers who offer for charging your phone. “Shore
in the special-interest cruises. ‘V’ is online certification, webinar sales excursions for this ship have been
for Value. There are less people so training and access to sales support designed to accommodate the
there is value in the overall space teams. What’s more, once certified, tastes and preferences of Millenials.
proposition as well as the value the majority of suppliers will refer For example, they go longer into
in terms of the all-inclusive tours, consumers on their website to the evening and they start later in
entertainment and wine and beer.” agents who have completed their the day.”
13
Burke continued, “Getting programs and invite travel agent Riviera River Cruises supports
certified to sell river cruises is why partners to participate in specially- the travel agent channel through
‘E’ stands for education. And finally, priced familiarization cruises. an agent portal that allows them
‘R’ is for what else but Repeat. to book and hold space online 24/7.
Ocean cruises make up 84 percent TRAVEL AGENT RETURNS MAKE What’s more, the supplier offers
of onboard guests so if you’re a NICHE WORTHWHILE lifetime commissions to travel
travel agent and you have a very The benefits of a river cruise agents who have initiated a sale with
robust list of ocean cruisers, what aren’t reserved for just the client. them. “Even if the customer comes
a great way to get them to repeat Travel agents can receive robust in direct the second time around,
again with you by offering them a commission earnings from this the agent that brought them to us
river cruise.” segment and guest satisfaction originally will get the commission,”
Domestic river cruising (USA) scores typically exceed that of said Jana Tvedt, the company’s vice
also compares favorably to ocean cruising. Rein suggests travel president, noting that only working
international river cruising, with agents capitalize on this segment with a different agent would
its own unique benefits, pointed further by looking to group travelers invalidate that contract.
out Ted Sykes, president and COO such as active cyclists, food and “I think it’s a powerful trend that
of American Queen Steamboat wine enthusiasts or the incentive some companies are aggressively
Company. “There is no long haul air travel market. This has been made marketing to clients directly. We
travel through multiple time zones, easier with the recent introduction want the travel agent community
no foreign language or foreign of special-interest, discovery and to know they are an important part
currency to deal with and on a adventure-themed river cruising of building our business and we are
domestic river cruise, passengers itineraries that are also helping to here to support them and not take
are always within range of quality dispel the myth that river cruising their clients away.”
U.S. medical care.” is reserved for the mature market.
Knowing which river cruise In fact, more and more of thesePREFERRED PARTNERS
Over half of respondents said they either currently have or are in the process
of developing a travel agency referral program for preferred agencies. Some
have a minimum sales requirement, while others note that the programs are
by invitation only.
chart 06
preferred partners
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Does your website/
company have a travel If yes, how do agents get onto the referral/
River agency referral program
for preferred agencies?
preferred list?
Cruise Line
AGENTS CAN BE INVITED TO PARTICIPATE BASED ON
AmaWaterways ACHIEVING SPECIFIC LEVELS OF PERFORMANCE AND
SERVICE CRITERIA
American Queen Steamboat Company N/A
BECOME AVALON WATERWAYS SPECIALIST, PRODUCE MIN-
Avalon Waterways IMUM OF $7500 ANNUALLY TO BE LISTED AND PRODUCE
$20K ANNUALLY FOR “CLICK TO CONNECT”
Belmond BY INVITATION
14
CroisiEurope N/A
Crystal River Cruises N/A
Emerald Waterways 1 N/A
Riviera River Cruises N/A
Scenic 1 N/A
Tauck N/A
Uniworld Boutique River Cruises N/A
Victoria Cruises WE REFER CLIENTS TO TOUR OPERATOR PARTNERS
Viking River Cruises N/A
1 One is under developmentchart 07
co-op marketing
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Do you provide
If yes, how does an agency qualify for co-op
co-op marketing to
River individual agencies?
marketing?
Cruise Line
AGENCY MUST AGREE ON A BUSINESS PLAN WITH THE
AmaWaterways BUSINESS DEVELOPMENT MANAGER IN THEIR AREA
AGENCY WILL NEED TO CONTACT THEIR REGIONAL SALES
American Queen Steamboat Company DIRECTOR OR MARKETING. CO-OP IS DEPENDENT ON PRIOR
YEAR REVENUE PERFORMANCE (TIER-BASED)
BUSINESS/MARKETING PLAN MUTUALLY AGREED UPON WITH
Avalon Waterways AGENCY & BDM
Belmond BASED ON REVENUE PRODUCTION
CroisiEurope
15
BASED ON COMMITMENT WITH PLAN OF ACTION
Crystal River Cruises BASED ON THE DETERMINATION OF THE SBDM
TRAVEL PARTNER SHOULD CONSULT WITH THEIR BDM TO WORK
Emerald Waterways OUT A MUTUALLY AGREED TO MARKETING PLAN
Riviera River Cruises IT VARIES CASE-TO-CASE
TRAVEL PARTNER SHOULD CONSULT WITH THEIR BDM TO WORK
Scenic OUT A MUTUALLY AGREED TO MARKETING PLAN
Tauck
Uniworld Boutique River Cruises VARIES BY SITUATION, NEED TO WORK WITH SALES MANAGER
Victoria Cruises IT IS REVIEWED ON A CASE-BY-CASE BASIS
AGENTS SHOULD CONTACT THEIR VIKING DIRECTOR OF
Viking River Cruises BUSINESS DEVELOPMENTMARK-UPS
Over fifty percent of lines surveyed said they do not allow agencies
to mark up any fares or pricing. Those that do, only allow mark-
ups with group or packaged bookings.
chart 08
mark-ups
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Do you allow agencies If so, is there a fee to cover expenses (credit
to mark-up any fares/ card fees, etc.) How much is the fee? Is there
River pricing? a cap to the markup?
Cruise Line
AmaWaterways 1 N/A
NO CAP, BUT FEES ARE DEPENDENT ON ADD-ONS (LIKE EX-
American Queen Steamboat Company 2 CURSIONS, HOTEL NIGHTS, OTHER LAND TOURS, BEVERAGE
PACKAGES)
Avalon Waterways
Belmond
CroisiEurope
16
Crystal River Cruises
Emerald Waterways 3
Riviera River Cruises N/A
Scenic 3 N/A
Tauck
Uniworld Boutique River Cruises
Victoria Cruises 4 HANDLED BY TOUR OPERATOR
Viking River Cruises
1 Charters and part charters are priced on 3 Groups only
a net basis therefore travel agents may 4 If the cruise is included in a package,
mark up accordingly
the entire package is marked up by the
2
Yes, but as part of a group packaged agent or operator
cruise, not individuals with cruise onlyEUROPEAN RIVER CRU IS ING
Welcome aboard...
where the ambiance is congenial...
the exclusive shore excursions go beyond the ordinary...
and if it means a better travel experience, it’s included.
Inspired by the Destination
Delivering truly inspirational travel experiences has defined Tauck for the past 90+ years. Deep destination
knowledge and longstanding local relationships create exclusive and authentic cultural experiences
ashore. Every Tauck river cruise is well-choreographed to connect you with people, places and daily life
along Europe’s great rivers. This is the Europe you’ve dreamed of... with you at the very heart of it.
DISTINCTIVELY INCLUSIVE RIVER CRUISES
Travel Professionals contact 877-356-4552
Email: SalesTeam@tauck.com
For more information, please visit tauck.comchart 09
consumer-agent issues
Do you currently
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Do you make your
take consumer
Do you prominently product and prices
email addresses
display the agency’s fully available in all
from travel agent
name and phone in GDSs, B2B websites
River
bookings? Do you use
confirmations and with log-ins, call
emails for direct-to-
documents? centers, and other
Cruise Line
consumer marketing
portals?
campaigns?
AmaWaterways 1
American Queen Steamboat Company 2
Avalon Waterways 3 6
Belmond 4
CroisiEurope
18
Crystal River Cruises
Emerald Waterways
Riviera River Cruises 5
Scenic
Tauck 7
Uniworld Boutique River Cruises 1
Victoria Cruises
Viking River Cruises 1
Chart 9 continues to next page.
1 Includes “call your travel agent” call-to- 4 Only if consumer opts-in
action 5
Only with permission and all includes
2
If given voluntarily by passenger or “call your travel agent” call-to-action
agent 6 Sabre and passport online
3 Only for emergency communication
7
Not used for direct marketingchart 09
consumer-agent issues
If you do direct-to-
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
When marketing to consumer marketing,
past agency clients, do you include a “call Do you allow agencies
do you include the your travel agent” to rebate to their
River booking agency’s call call to action all of clients?
Cruise Line
to action? the time? Some of the
time? Not at all?
AmaWaterways ALL OF THE TIME
American Queen Steamboat Company ALL OF THE TIME
Avalon Waterways ALL OF THE TIME
Belmond ALL OF THE TIME
CroisiEurope N/A ALL OF THE TIME
19
Crystal River Cruises ALL OF THE TIME
Emerald Waterways 8 ALL OF THE TIME
Riviera River Cruises 9 ALL OF THE TIME
Scenic 8 ALL OF THE TIME
Tauck ALL OF THE TIME
Uniworld Boutique River Cruises ALL OF THE TIME
Victoria Cruises DECLINE TO ANSWER. ALL OF THE TIME
Viking River Cruises ALL OF THE TIME
8 Currently under development to do so
9
Technology not in placeCRUISE ACCREDITATION
To qualify for commissions, the majority of river cruise
lines accept one of the following accreditations: IATAN,
CLIA ARC. Others have agreements with consortia and
preferred agency groups.
chart 10
cruise accreditation
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
IATAN? CLIA? ARC?
River
Cruise Line
AmaWaterways
American Queen Steamboat Company
Avalon Waterways
Belmond
CroisiEurope
20
Crystal River Cruises
Emerald Waterways
Riviera River Cruises
Scenic
Tauck
Uniworld Boutique River Cruises
Victoria Cruises
Viking River Cruises
Chart 10 continues to next page.CRUISE ACCREDITATION
To qualify for commissions, the majority of river cruise
lines accept one of the following accreditations: IATAN,
CLIA ARC. Others have agreements with consortia and
preferred agency groups.
chart 10
cruise accreditation
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Consortium Affiliation? Other?
River
Cruise Line
AmaWaterways 1 TRUE, TICO (ONTARIO), OPC (QUEBEC)
LIBERTY / FLIGHTCENTRE, NEXION, VALERIE WIL-
American Queen Steamboat Company SON, CRUISE PLANNERS
Avalon Waterways 2 TRUE
Belmond 3
CroisiEurope 4
21
Crystal River Cruises 1 TRUE, CODE
TOUR OPERATOR, TRAVEL BUSINESS LICENSE,
Emerald Waterways SELLER OF TRAVEL LICENSE
Riviera River Cruises
TOUR OPERATOR, TRAVEL BUSINESS LICENSE,
Scenic SELLER OF TRAVEL LICENSE
Tauck 5
Uniworld Boutique River Cruises 6
Victoria Cruises 7
Viking River Cruises 1 TRUE
1 All major consortia 5 AAA, AMEX, ATC, Ensemble, Mast, STN,
TFG, VCM, Virtuoso
2
All but AAA
6 AAA, Signature, Virtuoso, Ensemble,
3 All main U.S., E.U., and U.K. consortiums
American Express
4 Liberty Travel, TRAVELSAVERS, Nest,
7 Tour operator affiliations
Oasis, CruiseOne-Dream Vacations,
Cruise PlannersSTEADY AS SHE GOES: WHAT
RIVER CRUISE LINES HAVE
PLANNED FOR 2018
By Maria Lisella
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
The latest trends cater to active travelers, food and wine
aficionados, history buffs, wellness seekers, and Millennials.
Interest in river cruises and and expanded fitness and spa new for 2018 is a Tulip Time Cruise
traveling onboard ships with a facilities. AmaWaterways has also for Garden Enthusiasts that gains
smaller passenger capacity is on boosted its 2018 Wine Cruise line- access to some of the spectacular
the rise among travelers, according up with 50-plus itineraries hosted private gardens and courtyards of
to the Cruise Lines International by North American winemakers. 17th-century homes.
Association (CLIA). With American Queen A family business founded in
“The small ship sector is a vital Steamboat Company, travelers 1976, CroisiEurope operates 50
and constantly evolving part of may want to start planning their cruise boats, including canal barges
the overall cruise industry that 2018 holidays on the American in France and a maritime coastal
excels at creating unmatched Queen, the American Empress or ship. The MS Elbe Princesse II, due
travel experiences, making it more the American Duchess exploring to be inaugurated in February 2018,
22
popular than ever,” said Cindy the waters and towns throughout will be the third paddlewheel ship
D’Aoust, president and CEO, CLIA. the heartland of America and the in the fleet. Like its sister ship, the
The newest trends showcase Pacific. The 2018 season includes Elbe Princesse will accommodate
itineraries for active travelers, food family suites onboard the American 90 guests in 45 outward-facing
and wine aficionados, history buffs, Queen; new American Duchess cabins. Two existing ships in the
wellness seekers, and at least one itineraries on the Ohio, Tennessee fleet, the MS Van Gogh and the
company is reaching out to convince and Cumberland Rivers as well MS Renoir, will undergo complete
Millennials that river cruises are not as on the Upper Mississippi and rebuilds and will be transformed to
just for their parents. Illinois River that includes a nine- become the latest 5-anchor ships to
Here is a roundup of new ships day Kentucky Derby-focused tour join the fleet.
and expanded itineraries being from Louisville to Cincinnati; The European 2018 itineraries
offered by river cruise operators and Pacific Northwest Adventure include an eight-day trip around the
around the globe in 2018. themed cruises on the American island of Corsica; a new coastal sail
AmaWaterways first embraced Empress include soft adventures on the MS La Belle de l’Adriatique
the active travel trend back in such as kayaking or ziplining. along the French Riviera; and
2006, when the company added Next year, Avalon will expand its foodies will delight in CroisiEurope’s
25 bicycles onboard each ever-growing list of special interest new Italian gastronomy-themed
European ship. Earlier this year, itineraries to include wine, culinary, itinerary that starts in Naples and
AmaWaterways introduced a beer, jazz, music and opera, art, travels the coastline of Southern
wellness program onboard the history and Jewish Heritage. The Italy.
AmaLyra Paris & Normandy that will author of the No. 1 New York Times- Earlier this year, CroisiEurope
soon appear on additional ships in bestselling Outlander novels and inaugurated its newest ship, the RV
2018. By 2019, the company will take godmother to the Avalon Tapestry II, Indochine II, on the Mekong River
active travel one step further with Diana Gabaldon is hosting an Author in Phnom Penh, Cambodia. Finally,
the debut of AmaMagna. At twice Cruise with Avalon Waterways in a sister ship to the soon-to-launch
the width of traditional European 2018, an 11-day vacation to the RV African Dream is already in the
vessels, the AmaMagna will feature heart of Europe and the towns and works and set to debut late next year.
a retractable water sports platform cities along the Danube River. Also“
“The small ship sector is a vital and constantly
evolving part of the overall cruise industry...”
Emerald Waterways is adding Danube, Berlin & Krakow and night “Port and Pedal” program,
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
three new cruise itineraries on the Rhine Enchantment, Milan to featuring daily biking excursions,
the Rhine river in Germany, Amsterdam; Tauck has merged in May, June, and September 2018
Switzerland, the Netherlands and the Rhone, French Waterways and aboard the S.S. Antoinette.
Belgium for 2018. Additionally, A Taste of France to form the 10- Victoria Cruises has transformed
Emerald has upped the ante for the day “Savoring France: Paris, Lyon a technological improvement into
2018 sailing season with 17 new & Provence.” an excursion on its Three Gorges
EmeraldACTIVE excursions taking The big news at Uniworld is itinerary. After installing the world’s
place on their European itineraries. that it will add a fifth super ship largest ship elevator that allows
In 2018, guests can choose from to its fleet. The River Beatrice, first passengers to bypass the slow
a canoe trip in Pocinho, Portugal; launched back in 2009, is about to and arduous five-stage ship locks,
new biking tours through some of receive a bow-to-stern renovation passengers can experience the new
Vienna, Bernkastle and Hoorn; and with grand staircase, a private ship lift on a specially designed
new hiking trips including a tour of dining area, and three new suites sightseeing boat followed by a tour
some of the picturesque vineyard and by the time it sets off on its maiden of the world’s largest hydroelectric
orchards around Tournon, France, voyage on April 4, 2018. The design dam — another feat of modern
and a trek to Castle Hill in Budapest. team from Red Carnation Hotels engineering. Otherwise, the line
European river cruise operator will oversee redesign of the public will continue operating its current
Riviera Travel launched four new spaces and rooms. High-tech portfolio of itineraries in 2018.
ships this year, and with a fifth ship amenities will also be added. The According to a presentation
23
coming in the spring 2018, this will River Beatrice’s transformation will Viking River Cruises Chairman
double the size of its five-star fleet. coincide with the official launch of Torstein Hagen made earlier this
The all-suite MS Emily Brontë, MS U by Uniworld, the company’s new month, Viking has doubled its share
Thomas Hardy, MS Oscar Wilde brand and the first river cruise line of the river cruise market since 2010
and MS Robert Burns will sail the exclusively designed for travelers to 50 percent of the North American
Rhine, Main and Danube Rivers, as ages 21-45. pie. The classic river cruises remain
well as tributaries; while the Douro Sailings on U by Uniworld’s popular, according to Hagen, such
Elegance will sail the Douro River. ship dubbed The B, and its other as the Grand European Tour from
Through a partnership with ship called The A, will begin in April Amsterdam to Budapest, and
French-owned cruise line Ponant, 2018 with prices starting at $200 the Waterways of the Tsars from
Tauck will bring four Ponant new- per person per day. Four eight-day Moscow to St. Petersburg. However,
builds into the fold starting with Le itineraries – The Seine Experience, the company will be returning to
Lapérouse in summer 2018. By 2020, Rolling on the Rhine, Germany’s Egypt in 2018 with a new ship design
Tauck expects to be sailing a total Finest and The Danube Flow – will and itinerary. Agents can expect to
of nine ships. Tauck’s European sail along the Rhine, Main, Danube see six new Viking Longships for
river cruises for 2018 include two and Seine Rivers, with overnight the Rhine, Main and Danube; and
all-new cruise itineraries, the stops and longer stays available in a new one that will set sail on the
debut of two redesigned ships, major cities including Paris, Vienna, Douro. Viking River Cruises will add
and enhancements to the shore Amsterdam and Budapest. Also, seven new ships in 2019 bringing its
excursions. New itineraries include building on its wellness initiative, fleet up to 69 total, by far the most
the Danube and Rhine; the Royal Uniworld will sail its new, seven- of any river cruise line.chart 11
fam trip policy
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
What is your familiarization trip policy for travel agents?
River
Cruise Line
AmaWaterways FAMS ARE OFFERED 60 DAYS PRIOR TO DEPARTURE AND ARE SUBJECT TO AVAILABILITY
FAMS ARE OFFERED ON SOME SUMMER AND WINTER SAILINGS FROM TIME TO TIME AND
American Queen Steamboat Company BOOKABLE INSIDE 30 DAYS OF DEPARTURE ONLY
AGENT MUST BE CURRENTLY EMPLOYED WITH AGENCY, PRODUCING MORE THAN 5
Avalon Waterways TRAVELED PASSENGERS ANNUALLY
SUBJECT TO AVAILABILITY AND BASED ON PRODUCTION OF THE AGENCY. NOT CONFIRMED MORE
Belmond THAN 60 DAYS FROM DEPARTURE
CroisiEurope OFFERS A 50% DISCOUNT PER PERSON BASED ON AVAILABILITY
24
FAMS ARE OFFERED ON SELECT SAILINGS THROUGHOUT THE SEASON AT
Crystal River Cruises SIGNIFICANTLY REDUCED RATES
Emerald Waterways DISCOUNTED RATES ARE AVAILABLE FOR TRAVEL PARTNERS THROUGH BDMS
Riviera River Cruises FAMS ARE AVAILABLE ON REQUEST
Scenic DISCOUNTED RATES ARE AVAILABLE FOR TRAVEL PARTNERS THROUGH BDMS
FAMS HAVE BEEN REPLACED WITH OUR AGENT REWARDS PROGRAM, WHICH ALLOWS AGENTS TO
Tauck EARN POINTS BASED ON TRAVELED PASSENGERS TO APPLY TOWARDS THEIR PERSONAL TRAVEL
WITH TAUCK
Uniworld Boutique River Cruises FAMS OFFERED THROUGHOUT THE YEAR
Victoria Cruises OFFERED THROUGH TOUR OPERATORS, AT WHOSE DISCRETION PARTICIPANTS ARE ACCEPTED
Viking River Cruises FAM TRIPS ARE AVAILABLE BASED ON AVAILABILITY AND DEMAND
Chart 11 continues to next page.chart 11
fam trip policy
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Do you have travel
What is your policy for promoting fam trips agent rates for agents
River to agents and how do agents sign up? to experience your
products?
Cruise Line
FAM DATES AND APPLICATIONS ARE ON THE TRAVEL AGENT
AmaWaterways PORTAL ON OUR WEBSITE 1
FAM OPPORTUNITIES ARE ANNOUNCED VIA EMAIL AT
VARYING TIMES THROUGHOUT THE YEAR. AGENTS WOULD
American Queen Steamboat Company COMPLETE A FAM REQUEST FORM AND SEND IT TO OUR 2
OFFICE
Avalon Waterways OPEN TO ALL AGENTS VIA THE GLOBUS FAMILY WEBSITE
ORGANIZED FAM TRIPS ARE BY INVITATION ONLY; INDIVIDUAL
Belmond FAM TRIP REQUESTS ARE QUALIFIED BASED ON AVAILABILITY
AND PRODUCTION OF THE AGENCY
25
ESCORTED FAMS ARE ORGANIZED SEVERAL TIMES A YEAR
CroisiEurope BY INVITATION
AVAILABLE ON CRYSTAL TRAVEL AGENT RESOURCE CENTER
Crystal River Cruises AND THROUGH BLAST EMAILS
WILL BE PROMOTED TO AGENTS WHO HAVE SIGNED UP TO
Emerald Waterways PARTNER WITH US THROUGH OUR WEBSITE OR THEIR BDM
Riviera River Cruises AVAILABLE ON REQUEST THROUGH RIVIERA
WILL BE PROMOTED TO AGENTS WHO HAVE SIGNED UP TO
Scenic PARTNER WITH US THROUGH OUR WEBSITE OR THEIR BDM
FAM TRIPS WE ARE ABLE TO OFFER ARE INVITATION ONLY BY
Tauck OUR NATIONAL ACCOUNT MANAGERS WHO HOST THE TRIPS 3
WE PROMOTE THROUGH E-MAIL BLAST AND YOU CAN SIGN
Uniworld Boutique River Cruises UP BY CALLING 1800-733-7820
Victoria Cruises HANDLED THROUGH AFFILIATED TOUR OPERATORS 4
TRAVEL AGENTS CAN CONTACT THEIR VIKING DIRECTOR
Viking River Cruises OF BUSINESS DEVELOPMENT AND/OR INSIDE SALES FOR
AVAILABILITY
1 FAM rates can start from as little as 3 Not since launch of Agent Rewards
$90 usd per person per day for each program
occupant in a double-occupancy 4 40% discount, depending on availability
stateroom beginning in base category
2
It would be a FAM trip ratechart 12
types of training
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Seminars Regional Teleconference Certification
Video
in agency training /webinar program as
River office? seminars?
training?
training? specialists?
Cruise Line
AmaWaterways
American Queen Steamboat Company
Avalon Waterways
Belmond
CroisiEurope
26
Crystal River Cruises
Emerald Waterways
Riviera River Cruises
Scenic
Tauck
Uniworld Boutique River Cruises
Victoria Cruises
Viking River CruisesEurope’s Highest Rated Ships?
AS A MATTER OF FACT, WE ARE. When editors of the renowned Berlitz Travel Guide publish
their list of Europe’s Top Ten riverships, all ten start with Ama. Yes. They do.
How did we get there? By saying yes. Yes to onboard luxury. Of course to active, innovating events and
excursions. Absolutely to the best in fine wines and gourmet dining with local flair.
And we’ll always say YES to you. Do we mean it? Yes, of course we do.
Highest Rated 2017 Cruise Critic Awards Named AmaWaterways:
River Cruise Ships in Europe Best River Cruise Line • Best River Cruise for Active Cruisers
800.626.0126 | www.AmaWaterways.com
LEADING THE WAY IN RIVER CRUISINGTRAINING IS THE KEY TO RIVER
CRUISE SALES SUCCESS
By Kerry Tice
An investment in knowledge can reap limitless returns. Travel agents and suppliers would
most likely agree this is true for every product they sell, but perhaps none more than the
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
river cruise market. The value of an educated travel advisor is sometimes taken for granted
by consumers, but for the agents themselves, becoming educated on this specialized product
can pay off in spades. Commissions on the bundled amenities within a river cruise package
can far outweigh the piecemeal components of land programs, making it easier for travel
agents to earn more. But, first, they must harness the knowledge.
Turning a call into a sale is all earlier this year. Understanding Differentiation is the focus of
about asking the right questions, the importance of educating travel travel agent training efforts from
according to Mary Murrin, North agents, Riviera launched its first Crystal River Cruises. Through
America Account Manager for Tauck travel agent academy course in webinars, module training and
River Cruising. November. It includes an overview first-hand experience by travel
“One of the most surprising of the brand and updates on six agent partners, the company is
elements of our market research new ships that are coming on intent on articulating what makes
is how often even the most line in 2017-18. Webinars are also Crystal unique so travel agents can
experienced agent neglects to scheduled to debut within the next better qualify the sale. “It’s critical
adequately qualify the initial inquiry. few months. In response to travel that we actually speak more to our
We encourage our partners to ask agent demand, American Queen differences so our travel partners
the following: Who is calling? Why Steamboat Company also recently can articulate that to their clients,”
28
do they want to travel? What have introduced its own agent training said Walter Littlejohn, vice president
they enjoyed in the past? And, what program called “Steamboat and managing director of Crystal
is their budget? Becoming your Academy,” a series of educational River Cruises. “We have to make
client’s sage advisor and advocate webinars that offer certification sure that the guest is well informed
is invaluable.” after the successful completion of as to how we’re unique and special
Offering insight beyond what a each module. and how that is going to turn into
consumer can read online is what a great vacation for them. We want
separates travel advisors from their Getting Down To Specifics them to know this is the experience
counterparts and that knowledge For Uniworld Boutique River that they wanted, not just what they
is delivered best through supplier Cruises, the company’s approach thought they wanted.”
training programs. to education is in detailed training, According to Yann Guezennec,
“Nothing can do more for according to Kristian Anderson, Belmond’s worldwide sales and
your business than showing that senior vice president of global marketing director for trains
you’ve invested in it,” advised sales. “We really get into the and cruises, it all comes down
Terri Burke, managing director of specifics. We come out with a new to enthusiasm. “At Belmond we
Avalon Waterways, which like its program every 18 months so folks invite agents to presentations
competitors, hosts multiple online can refresh themselves on the new throughout the year. We also do
universities for agents to take ships or offerings. The information regular webinars and invite agents
part in. “As consumers, we look is constantly changing and we to register on our intranet, which
for attorneys and doctors with want our travel partners to be is a mine of the latest information
certifications and licenses … you aware of that every step of the way. and a really useful resource. For the
really need to talk to your customers Our primary mission is to make it most enthusiastic, we also organize
[and tell them you’re a specialist] relevant, user-friendly and up to group or individual educationals.”
because they respect that.” date.” What’s more, once certified, For a supplier training directory
While a 10-year veteran in the majority of suppliers, including listing, go to the Travel Market
Europe, Riviera River Cruises is Uniworld, will refer consumers on Report training tab.
new to the U.S. market, having their website to agents who have
just opened its office in the states completed their programs.COMMISSION FARE INCLUSIONS
While base fares and government taxes appeared to be the
norm for most river cruise lines in terms of what is included in
the commission fare, the inclusion of other services such as spa,
dining, port charges, shore excursions and insurance varied.
chart 13
what is included in your fare?
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Government Ancillary
Base fare? Spa services?
River taxes? services?
Cruise Line
AmaWaterways 1
American Queen Steamboat Company N/A
Avalon Waterways N/A
Belmond
CroisiEurope
30
Crystal River Cruises
Emerald Waterways
Riviera Travel
Scenic SOME
Tauck
Uniworld Boutique River Cruises
Victoria Cruises
Viking River Cruises N/A
Chart 13 continues to next page.
1 Onboard Laundry not included except
for suitesBY THE NUMBERS:
• Emerald Waterways and Scenic River Cruises are the only two lines who
include insurance in their commissionable fare.
• It was almost an even split between those river cruise lines that include
gratuity in their fare versus those that do not.
• None of the lines include airfare, though some do allow travel agents to add
it in their packages.
chart 13
what is included in your fare?
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Dining Shore
Port charges? Insurance?
River packages? excursions?
Cruise Line
AmaWaterways N/A
American Queen Steamboat Company N/A 2
Avalon Waterways N/A 2
Belmond
CroisiEurope
31
Crystal River Cruises
Emerald Waterways N/A 3
Riviera Travel
Scenic N/A
Tauck
Uniworld Boutique River Cruises
Victoria Cruises 5 4
Viking River Cruises
Chart 13 continues to next page.
2 Premium excursions are charged
3
Discover More excursions are charged
4 Q
uoted separately but included in
packages
5 A la carte meals are additionalchart 13
what is included in your fare?
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Gratuities? Transfers? Airfare?
River
Cruise Line
AmaWaterways 7 6
American Queen Steamboat Company
Avalon Waterways 10 7
Belmond
CroisiEurope 6 6
Crystal River Cruises
32
Emerald Waterways 8
Riviera Travel
Scenic 9 7 8
Tauck
Uniworld Boutique River Cruises
Victoria Cruises
Viking River Cruises 7 8
Chart 13 continues to next page.
6 Is available 10 With groups
7
Yes if air package is included
8 Though it can be, depending on
promotional offer
9 Onboard and tourschart 13
what is included in your fare?
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Hotel Pre- and post
Others?
River accommodations? tours?
Cruise Line
WIFI, ENTERTAINMENT ON DEMAND
AmaWaterways 11 11 SYSTEM
WIFI, WINE/BEER, BOTTLED WATER,
American Queen Steamboat Company 12 SOFT DRINKS, SOFT SERVED ICE
CREAM
Avalon Waterways 13
Belmond
CroisiEurope 6 6
33
Crystal River Cruises
ONE COMPLIMENTARY PREMIUM
Emerald Waterways EXCURSION
Riviera Travel
ENRICH TOURS, SUNDOWNERS
Scenic EVENTS
Tauck
Uniworld Boutique River Cruises 14 WIFI
WIFI, EXCLUSIVE HAPPY HOUR, BEER
Victoria Cruises AND WINE WITH DINNER
ACCESS TO EXCLUSIVE SHIP AREAS,
SPECIALTY COFFEES AND TEAS,
Viking River Cruises 15 16 BOTTLE WATER, WIFI, IN-ROOM
ENTERTAINMENT SYSTEM
6 Is available 14 With some products
11
When purchasing Cruise/Land program 15 When cruisetour, pre- or post- packages
are purchased
12 One pre-cruise hotel night
16 Hotel packages are available
13 When part of itineraryPRICING
The good news on the pricing front is none of the river cruise lines add a
surcharge for merchant fees on credit card purchases. Also, most lines have
local partners or offices in the regions they are traveling to, ensuring your
clients have on-site assistance.
chart 14
pricing
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Is pricing based on US
Do you add a Do you have local
dollars or is it priced
surcharge on credit partners or offices
in local currency when
River outside of the United
cards to cover
merchant fees?
from the region you
are traveling to?
Cruise Line
States?
AmaWaterways USD AND CAD
American Queen Steamboat Company USD
Avalon Waterways USD
LOCAL OPERATING
Belmond CURRENCY ON ALL SAILINGS
CroisiEurope USD AND EUR
34
Crystal River Cruises USD
Emerald Waterways USD
Riviera Travel USD
Scenic USD
Tauck USD, AUD, CAD & GBP
Uniworld Boutique River Cruises USD
Victoria Cruises USD
Viking River Cruises USD AND CADCHANGE FEES
By the numbers:
• Belmond and Victoria are the only lines to allow all four changes without
a charge for the first one. Crystal, which doesn’t allow for name changes,
doesn’t charge for date changes outside of 90 days from departure, cabin/
room upgrades, or cabin/room downgrades.
chart 15
change fees
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Cabin/room Cabin/room
Name changes? Date changes?
River upgrades? downgrades?
Cruise Line
AmaWaterways CASE-BY-CASE
American Queen Steamboat Company
Avalon Waterways
Belmond 1 1
BASED ON BASED ON CABIN BASED ON CABIN
CroisiEurope
35
AVAILABILITY CATEGORY CATEGORY
Crystal River Cruises NOT ALLOWED 3
Emerald Waterways 2 2
Riviera River Cruises 4 4
Scenic 2 2
Tauck NOT ALLOWED NOT ALLOWED
Uniworld Boutique River Cruises 5 5
Victoria Cruises
Viking River Cruises
1 Charges after first 4 $20
2
$100 inside of 90 days 5 $30
3 Charges inside of 90 days from
departurechart 16
water level issues
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
What is your policy when it comes to high or low water levels? Are
River commissions protected in the event of refunds?
Cruise Line
EACH INCIDENT IS EVALUATED SEPARATELY AND GUESTS ARE GENEROUSLY COMPENSATED BASED
AmaWaterways ON THE IMPACT IT MAY HAVE HAD ON THE ENJOYMENT OF THEIR CRUISE.
WE OPERATE WITH A DEVIATED ITINERARY DURING HIGH/LOW WATER LEVELS, PRESERVING AS
MUCH OF THE ORIGINAL ITINERARY AS POSSIBLE. COMMISSIONS ARE PROTECTED IN THE EVENT
American Queen Steamboat Company OF FULL CRUISE CANCELLATION THAT IS THE RESPONSIBILITY OF THE COMPANY AND NOT FORCE
MAJEURE / “ACT OF GOD”.
Avalon Waterways COMMISSIONS ARE PROTECTED.
Belmond COMMISSIONS ARE PROTECTED.
WITH 41 YEARS AS RIVER CRUISE PIONEERS WE HAVE SHIPS DESIGNED BASED ON EACH RIVER
CroisiEurope
36
THEREFORE WE HAVE LITTLE OR NO ISSUES WITH SUCH SITUATIONS.
Crystal River Cruises COMMISSIONS ARE PROTECTED.
THE GUEST IS PROTECTED WITH OUR RIVER CRUISING GUARANTEE AND IN THE EVENT A CLAIM IS
Emerald Waterways REQUIRED DUE TO A HIGH OR LOW WATER SITUATION THEY WILL BE REFUNDED IN CASH OR IN THE
ORIGINAL FORM OF PAYMENT; TRAVEL PARTNER COMMISSIONS ARE PROTECTED.
EVERY SITUATION IS DIFFERENT AND MAY REQUIRE ITINERARY CHANGES. PROTECTION OF TRAVEL
Riviera Travel AGENT COMMISSION IS DETERMINED ON A CASE BY CASE BASIS.
THE GUEST IS PROTECTED WITH OUR RIVER CRUISING GUARANTEE AND IN THE EVENT A CLAIM IS
Scenic REQUIRED DUE TO A HIGH OR LOW WATER SITUATION THEY WILL BE REFUNDED IN CASH OR IN THE
ORIGINAL FORM OF PAYMENT; TRAVEL PARTNER COMMISSIONS ARE PROTECTED.
Tauck HIGH OR LOW WATER LEVELS ARE TREATED ON A CASE BY CASE BASIS.
Uniworld Boutique River Cruises VARIES BY THE SITUATION.
WE CURRENTLY CONTINUE TO OPERATE, WE HAVE A FAIR DEGREE OF FLEXIBILITY AND WE DO
NOT CANCEL SAILINGS. IF RIVER CONDITIONS PREVENT US FROM ACCESSING ONE OF THE RIVER
Victoria Cruises TRIBUTARIES FOR CHINESE SAMPAN EXCURSION WE HAVE SCHEDULED FOR THAT DEPARTURE,
THERE ARE OTHER TRIBUTARIES WE CAN SUBSTITUTE IN ITS PLACE.
DUE TO VIKING’S IDENTICAL FLEET OF SISTER SHIPS, WE HAVE THE ABILITY TO PERFORM A SHIP
Viking River Cruises SWAP AND GUESTS ARE RARELY AFFECTED BY HIGH OR LOW WATER SITUATIONS. IN THE EVENT A
CANCELLATION DOES OCCUR, COMMISSIONS ARE PROTECTED IF WITHIN 29 DAYS OF SAILING.UNPREDICTABLE WATER
LEVELS IN EUROPE AND THE
PROBLEMS THEY CAUSE
By Daniel McCarthy
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
Cruise lines offer contingency plans when dealing
with water level headaches.
Any travel agent booking river cruises HIGH AND LOW WATER ARE guarantee sailings by performing
needs to educate themselves about UNPREDICTABLE a “ship swap;” lines will deploy
the industry’s most common, and Maybe the worst part of dealing two ships from opposite sides of
most annoying, problem: water levels. with the water level issue is just a river, running the itineraries with
Ever since river cruising became how unpredictable it can be. In the same port calls. If the ships
a major player in the cruise August 2015, a drought in Europe reach a level where the water levels
industry, river lines have been caused river cruise cancellations become troublesome, they turn
forced to accept that building a by Avalon Waterways, Scenic, Tauck them around, switch the guests
business on European rivers means River Cruises, Uniworld Boutique from one ship to the next, and carry
dealing with high and low water River Cruise Collection, Viking River on with the sailings in identical
levels at different times of the Cruises, AmaWaterways, and more. ships.
year that will delay or cancel the Then, just a year later, heavy Other lines will leave the ship
37
occasional sailing. rainfall in southern Germany closed in one port and accommodate
High water tends to hit in the the Rhine River to all river cruise travelers by taking them to different
spring in Europe as snow on the traffic, forcing Viking, CroisiEurope, cities on tour buses during the
continent’s mountains melts and and others to cancel sailings. day and putting them in hotels in
water runs down. If the weather According to AmaWaterways different cities during the night.
heats up quickly rather than gradually President and CEO Rudi Schreiner, Uniworld Boutique River Cruises
or if Europe experiences a season 20 years ago most itineraries has a program service team located
of heavy rainfall and water levels were two weeks along the Danube locally in Europe that is ready
rise higher than normal, it makes from Amsterdam to Budapest. But to jump in and make necessary
it difficult for ships to navigate things changed and now 90-95 adjustments to itineraries, should
under Europe’s low bridges. This percent of sailings are only seven water level issues cause a problem.
is particularly troubling on the nights, stopping before the biggest Scenic Cruises vice president
Danube and on the Rhine. problem areas on the river (just of U.S. sales told TMR earlier this
On the other hand, there is after Passau to avoid the critical year that dealing with these issues
also the possibility that a hot, areas past Budapest). is just “part of being on a river.”
dry summer will cause another At the same time, Scenic, and its
problem: low water levels that RIVER CRUISE LINES HAVE sister brand Emerald, made waves
make it impossible for a ship to CONTINGENCY PLANS FOR GUESTS when they announced a new policy.
float without hitting the bottom of Despite the best intentions, For every day of a sailing that is
the river. This tends to happen in travel agents cannot guarantee a disturbed because of high or low
the fall on the Elbe but can happen client that their sailing will go on water, guests on Scenic get a
on other European rivers, as well, if unaffected by water level issues. $1,000-per-day cash refund; guests
the continent suffers a dry season. But they can guide anxious clients to on Emerald get $750.
Low water levels can also be caused river lines that will do their best to
be a winter with less than normal accommodate them. Most of them
snowfall in the Alps, which robs have a contingency plan in place.
rivers of that water running down Some lines, such as Viking River
the mountains. Cruises and Avalon Waterways,Voice of the Travel Agent
“Travel advisors need to stay abreast of all the changes in our
industry, Travel Market Report gives us that in spades.”
Anne Morgan Scully, President, McCabe World Travel
“It’s like The Wall Street Journal for luxury travel advisors.
Travel Market Report is always on target.”
Michael Holtz, CEO, SmartFlyer
“I rely on Travel Market Report to keep up with current
trends and what is on the minds of travelers … I find it to
be invaluable!”
Mary Jean Tully, CEO, Tully Luxury Travel
“Travel Market Report is my bible when it comes to
market trends and analysis. It is recognized as the daily
‘go-to place’ by most industry leaders.”
Jack Ezon, CEO, Ovation Vacations
sales@travelmarketreport.comThe River Cruise Report Card for Travel Agents is the second edition in our series of Report Cards
THE RIVER CRUISE REPORT CARD FOR TRAVEL AGENTS
highlighting travel agent policies from companies in all corners of the travel industry. The first,
Ocean Cruise Report Card for Travel Agents, was published in early 2017. The second will be
released in the first quarter of 2018. The next two editions will focus on Tour Operators and
will be published sometime in 2018. By the time we’re done, we hope to have a multi-volume
reference you can keep at hand and consult any time you want to check the policies of a supplier
with whom you deal.
THANKS TO OUR TRAVEL AGENT ADVISORY BOARD:
Andi McClure-Mysza, Montrose Travel
Colleen Gillette, New Paltz Travel
Gary Silverstein, Mann Travels
Jennifer Doncsecz, VIP Vacations Inc.
39
Jennifer Wilson-Buttigieg, Valerie Wilson Travel
Kate Murphy, Wings Travel Group
Lynda Sinclair, Vision Travel Solutions
Marlys Aballi, Connection to Cruise
Norman Payne, Custom Travel Solutions
Richard Vanderlubbe, Tripcentral.ca
Sandy Anderson, Riverdale Travel Leaders
Scott Koepf, Avoya Travel
Theresa Scalzitti, Cruise Planners
Tony Fragapane , Voyages Concierge Deluxe Travel
Abercrombie and Kent, Alexander + Roberts, American Cruise Lines, Grand Circle Cruise Lines, Hurtigruten, Linblad, and
Ponant were also given the chance to participate in the Report Card, but declined to do so and/or could not meet the
deadline.
This document will be updated on the Travel Market Report website if or when information changes.10647_1/8/18
You can also read
