a note from cindy

ISSUE 14
MAY 2016
Contents
NEWS YOU CAN USE
Three Tips For Working With
Millennials
Page 2
Cruise tv: Cruising Around the
World - Extended Sailings
Page 3
TRAVEL AGENT TIPS
Jonathan Stone
Travel with Tinkerbell
Page 4
EVENTS UPDATE
Making the Most of Your Time at
Cruise360
Page 5
PUBLIC AFFAIRS UPDATE
New Webinar Series Provides
Travel Agents with Answers to
Tough Questions
Page 6
MEMBERSHIP
Are You Certified?
Page 6
MEMBER SPOTLIGHT
Page 7
WHAT’S NEW AT CLIA
New Member Benefit: Samsonite
Referral Program
CLIA Welcomes Caroline Johnson
Join the CLIA Travel Agent
Research Panel
Page 8
MEMBER NEWS
Page 9
WELCOME
A NOTE FROM CINDY
Hello,
Cruise360 is less than a month away, and we are gearing up for this to be
one of CLIA's best events ever. This year, we have designed an interactive
and exciting event that will provide you a truly "Panoramic View of Cruising."
In this issue, we highlight all the reasons why Cruise360 is a MUST attend
event for cruise travel professionals. I encourage you to take full advantage of
everything the event has to offer, from exploring the wonderful backdrop of
Vancouver to networking with industry leaders. We have designed this event
based on your input, and I can't wait to connect with each of you. For those
who are unable to join us this year, this issue also provides information on
how to be a part of the event.
I am also thrilled to share another exciting announcement as a result of our
collaboration with the Florida-Caribbean Cruise Association (FCCA). This
September, CLIA will introduce a new Travel Agent Destination Summit codesigned with FCCA and hosted by Puerto Rico. This event, taking place in
September, is a first for CLIA and offers our membership another opportunity
to spend quality time with destination experts, experience ship inspections
and learn from industry leaders. More information regarding this new
opportunity will be released in the coming months.
I look forward to seeing you in Vancouver, and I hope you enjoy this issue of
the Travel Agent Cruise News.
Best,
Cindy D'Aoust
1
NEWS YOU CAN USE
THREE TIPS FOR WORKING WITH MILLENNIALS
Earlier this year, it was reported that millennials
are the most likely generation to hire a travel
agent. According to MMGY Global’s 2014 Portrait
of the American Traveler, 28 percent of
millennials surveyed in February 2014 had used a
travel agent in the previous 12 months, compared
with 15 percent of Gen X consumers and 13
percent of baby boomers.
As millennials are a generation who are
constantly adapting their behavior to align with
new trends, it can be hard to pinpoint the
strategies needed to attract this generation. Here
are the top three tips for working with millennials:
Customize Everything
This generation is focused on creating authentic
experiences. Their desire for authenticity is a driver for
the type of destinations they travel to, such as places
like Africa and Mexico, which have been identified as
popular destinations for millennials. They want oncein-a-lifetime experiences that feel authentic. The run
of the mill shore excursions won't cut it for this group;
they want to explore somewhere no one else has ever
been.
When working with millennials, look for off-the-beaten
path experiences, and make sure you focus on all
aspects of their travel experience, from their
transportation, hotel, excursions, food and of course,
their cruise.
Do Your Research
A common misconception with millennials is that they
want the cheapest option. However, studies show, this
is untrue. Because millennials generally have less
vacation, they are willing to spend more on vacations
in order to make the most of their time off.
Get Online
Millennials were born and raised online. They are
known for researching and exploring every aspect
of a trip on the internet, so by the time they get to
a travel agent, they are looking for specific details
that only a travel expert would know.
When working with this generation, make sure you
discuss with them the reason for the vacation and ask
their budget. At first, it might seem like a no brainer to
throw the best deal at them, but that’s not always a
priority with these budding adventurers.
This also means that they are using the web to
find travel agents, so make sure your online
website and social profiles are up to date and
filled with enticing information. Using social media
is an easy way to interact with younger clients.
Encourage them to post photos of their trip on
social media so that you can share them as well.
2
NEWS YOU CAN USE
CRUISE TV: CRUISING AROUND THE WORLD - EXTENDED
SAILINGS
This month, the newest episode of CLIA Cruise tv
focus on Extended and World cruises which are
quickly growing in popularity and are considered
by many, to be the trip of a lifetime. While
extended cruises are a great way to experience
multiple destinations as on vacation, it is
important to make sure your clients understand
exactly what an Extended or World cruise entails
to make the planning process as seamless as
possible.
So What are Extended and World Cruises?
Extended cruises range from anything over a
week sailing both sides of the Caribbean to
hundreds of days sailing the entire world. World
cruises are extended sailings that cover
numerous ports through a variety of countries
typically lasting anywhere between 100 to 200
days.
Cruise lines tend to offer world cruises as a full
itinerary, however, guests also have the option to
purchase shorter segments if they don't have time
for the full sailing, but still want to experience a
cruise around the world.
Where Does a World Cruise Sail?
The world! World cruises cover a wide range of
ports, encompassing multiple continents at a time.
Instead of beginning and ending at the same
destination, World cruises usually begin in one
port and end in another, allowing travelers to
embark somewhere like Shanghai and sail
through Asia, the Indian subcontinent, Arabia, the
Mediterranean and the various corners of Europe.
What Can Clients Expect from a World Cruise?
Explain to your clients, that they can expect to make
the ship their home away from home. Choosing a ship
and line that matches your client's style will ensure
they make the most of their world cruise.
Some cruise lines offer smaller, more intimate ships
for those interested in a more exclusive and tailored
experience while other lines offer larger ships with a
wide range of amenities.
To watch this month's full video, and to see other
CLIA Cruise tv episodes, click here.
You can share the videos on social media, or link to
them on your website using an embed code. To
request one, simply email stevans@cruising.org.
Each CLIA Cruise tv video covers topics that your
prospects and clients might have questions about or
would like to learn more about. We encourage you to
use CLIA Cruise tv videos to help you educate clients
on their different cruising options.
3
TRAVEL AGENT TIPS
JONATHAN STONE
Independent Contractor – Owner of Travel with Tinkerbell and
affiliated to Vacation with the Magic & Garavanian Travel
4
1
Please describe your career as a travel
agent.
Name a “highlight” in your career.
As an agent, one of the best highlights is always
when a family returns home having tested the
boundaries of what they would normally do and
found out that they had a lot of fun exploring
things they never knew existed. Before
becoming a Travel Agent, I was a professional
tennis umpire travelling the world, so that set me
up well when it came to being knowledgeable
about international travel.
My career really goes the full circle - I was
actually talked into trying life as a Travel Agent
after I spent so much time on social media
stating there is no reason to use one. Since
then, I have become a well-versed agent, who
has taken on many new challenges. I have
mentored new agents, assisted many people in
planning vacations, everything from a cruise
vacation or just a quick stay in a hotel. As
agents, we can often get requests that are
strange, but I work with each one of my clients to
get them what they need.
5
2
How long have you been a travel agent?
What is your biggest challenge when
selling cruise vacations and how do you
overcome it?
It is very hard to change some of the
misconceptions that are put out there about
cruising. People tend to believe something bad
about a product long before believing a positive
review and, in the cruise industry, that can be
very costly. So I find having the experience of
talking about cruises that I have been on helps
put my client's fears at ease.
Soon I will be coming up to two full years as an
agent. I primarily started out booking only
Disney vacations, and have now exceeded not
only personal, but agency goals, by booking
with nearly all cruise lines throughout the last
year.
3
Please give us a list/tips of your best
practices when it comes to selling cruise
vacations.
The best tip I can give anyone when selling is to
try the product first. To make a good, if not great
travel agent, you need to be very well versed in
the travel industry. Do your best to experience a
multitude of cruise lines and room
accommodations. For myself, travelling Disney
Cruise Line, Royal Caribbean, Princess Cruises,
Norwegian Cruise Line and Carnival Cruise Line
before even becoming an agent has allowed me
to see the demographics that each line is
targeting and it allows me to sell the right
product to the right customer, therefore
maximizing the trip of a lifetime for my client to
ensure they want to make the trip a repeat affair.
6
Please add any additional thoughts
about your role working with the cruise
industry and selling cruise vacations that
may not have been covered above.
Cruising is one of the best ways to travel. You
can get a snippet of many different places in a
short time frame and it allows you to decide
where you would like to spend longer vacations.
When I cruise, I spend my down time walking
and exploring the ships. Some of the best
memories can be made when exploring away
from mainstream activities on and off the ship, so
finding time to adventure to new places is
important. Making friends with the staff can also
be a very rewarding personal and business
experience.
Want to be featured in our Travel Agent Tips? Contact Sarah Kennedy at Skennedy@cruising.org.
4
EVENTS UPDATE
MAKING THE MOST OF YOUR TIME AT CRUISE360
With six action-packed days in front you, it's important to create a game plan to make the most out of your
time at Cruise360. Haven't registered yet? There's still time! You can register here.
Before You Go – Plan Your Schedule!
With the full schedule of events available to view online, along with descriptions of each seminar, you can
plan ahead to make sure you attend the sessions to help you grow your business. Don't forget to register for
the sessions you want, they fill up quickly!
General Session x 3
This year, general session is better than ever as the audience will be greeted with a 80' x 20' panoramic
screen to be fully immersed into the program. All three general sessions are a MUST for any Cruise360
attendee. There are three amazing keynotes who will be taking the stage each day, including:
• Adam M. Goldstein, president & COO of Royal Caribbean Cruises Ltd. (RCCL), will provide travel agents
with useful information and tips on how to navigate and be successful in this dynamic and growing
industry.
• Edie Rodriguez, president and CEO of Crystal Cruises, will inspire travel agents to break out of their
comfort zone and take the steps they need to embark in new and unexplored areas of the industry.
• Arnold Donald, president & CEO of Carnival Corporation & plc, will speak to the importance of arming
travel agents with the right tools and resources to grow their business and promote cruise travel.
Become a Specialty Cruise Line Expert
River and Luxury Cruising provides the largest single sales potential
for travel agents and, this year, CLIA has created the Specialty Cruise
Line Section, a special area of the trade show floor specifically designed
to inform you about the all the amazing things our river, luxury, expedition
and coastal cruise lines offer.
Did You Know? - It's All About You!
Get ready for this year's Plan A Cruise Month and gain a better
understanding of all the marketing tools you have access to as CLIA
Members. You can also get a crash course in the new certification
options that you have at your fingertips, and the ways that you can
achieve them.
Can't Attend This Year's Cruise360? No Problem!
Back by popular demand, and thanks to our sponsors,
CLIA is live streaming all three general sessions.
To learn more and register, please visit here.
5
PUBLIC AFFAIRS UPDATE
NEW WEBINAR SERIES PROVIDES TRAVEL AGENTS
WITH ANSWERS TO TOUGH QUESTIONS
CLIA regularly receives requests from Individual
Agent Members (IAMs) on how to respond to
questions about important areas, such as
environmental stewardship, safety and public health
practices of cruise lines. The industry has a great
story to tell in all of these areas, and we are grateful
that our Individual Agent Members (IAMs) are
willing to help share the facts.
Based on your feedback, CLIA is introducing a
webinar series on industry issues that give you the
tools to speak with clients on current events relating
to the industry. We invite you to join us for this
informative series, please click the links below to
sign up.
• Cruise Lines Environmental Stewardship, June
21 at 2:00pm
• Cruise Ship Safety & Security, September 8 at
1:00pm
• Ensuring Passenger Health, December 1 at
1:00pm
CLIA Individual Agent Members (IAMs) who
participate are able to earn credit after successful
completion of a short quiz. In addition to this webinar
series, CLIA has added resources to the
Membership Resource Center to help you address
client questions on a variety of topics.
Please contact Christina Perez with questions or
suggestions for future webinars at
cperez@cruising.org; and CLIA’s Professional
Development team at training@cruising.org
regarding certification credit.
MEMBERSHIP
ARE YOU CERTIFIED?
Did you know that CLIA Certified Travel Agents
earn more than non-certified travel agents? CLIA
Certification not only elevates your professional
brand, but also provides you with the credibility to
attract new clients. Research shows that
professional designations, like CLIA certification,
are an important consideration for consumers when
selecting a qualified professional. For this reason,
CLIA has updated and developed four levels of
certification, including one brand new certification
for 2016:
CLIA’s Career Seascape provides a variety of
options for completing your certification requirements
through live instructor-led training, online courses
and webinars. There is no better way to elevate your
professional brand and be recognized as a true
cruise-selling professional than to earn your CLIA
Certification.
• Certified Cruise Counsellor (CCC) (NEW!)
Ask us how by contacting the Professional
Development team at training@cruising.org.
• Accredited Cruise Counsellor (ACC)
• Master Cruise Counsellor (MCC)
• Elite Cruise Counsellor (ECC)
All certifications are open for enrollment, so don’t
hesitate and enroll to take your career to the next
level.
Enrollment in these certifications is exclusive to
current CLIA Individual Travel Members (IAMs).
Interested in becoming a Certified Cruise Counsellor
(CCC)? Cruise360 will be the first opportunity to
enroll in this new certification.
MEMBER SPOTLIGHT
CroisiEurope
Last month, CroisiEurope inaugurated their new
ship, the MS ELBE PRINCESSE, in Tegel,
Berlin. This is CroisiEurope’s second paddle
riverboat. The new paddle riverboat will cruise
between Berlin and Prague on the Elbe and
Vltava Rivers. Its adapted size lets it enter and
moor in the heart of city centers, allowing easy
access to some of the most important sites in
Europe. With this new cruising concept inspired
by the machinery of yesteryear and enhanced
with ultra-modern technology, CroisiEurope has
outdared navigational constraints. Unlike classic
propulsion vessels, this prestigious ship can
cruise the shallow waters of the Elbe all year
round. It can even travel right into the center of
Prague.
PONANT Yacht Cruises &
Expeditions
The world’s only French-flagged cruise line and
leader in Polar expeditions, PONANT, has
signed a letter of intent for the order of four ships
from VARD, the Norwegian subsidiary of the
Italian FINCANTIERI group. These new ships
are the first step in a project to expand the
company’s fleet since it was bought by
ARTEMIS, holding company of the Pinault
family, in 2015. In keeping with its philosophy,
PONANT has again opted for small-capacity,
intimate ships. The four newcomers will be
128m in length with 92 staterooms, and have a
crew of 110. Ice Class ranked and equipped with
the latest technologies, these expedition ships
will be easy to maneuver and able to reach sites
that larger vessels cannot access.
Tauck
Windstar Cruises
Tauck is adding new journeys in Morocco and
Brazil to its “Exotics” collection of itineraries,
which next year will be comprised of 29 different
guided tours and cruises exploring Asia, Africa,
Latin America, the Middle East, Antarctica,
Australia and New Zealand. Included in the price
of both new itineraries are all lodging and
ground transportation, sightseeing and
admission to attractions, most meals and
gratuities, airport transfers and much more.
Tauck will operate seven departures of “Magic of
Morocco” in February, March, April, November
and December, 2017, and seven “Rhythms of
Brazil: Rio to Iguazu Falls” departures in March,
April, May,
September, October
and December 2017.
Small ship luxury cruise line Windstar Cruises,
brings guests closer to European culture with 11
new Private Events in the region for 2016.
Launched in 2015, every Windstar sailing
features a spectacular onshore Private Event.
These events are exclusive and complimentary
for Windstar guests, allowing for an in-depth and
authentic local experience that complements the
voyage, destination and local culture. Windstar
is increasing guest opportunities for these
immersive local experiences through six new
Private Events in the Mediterranean and five
new Private Events in Northern Europe in 2016,
with a total of 20 unique Private Events in the
region.
7
WHAT’S NEW AT CLIA
NEW MEMBER BENEFIT: SAMSONITE REFERRAL PROGRAM
CLIA has partnered with Samsonite to offer a new member benefit for Agency and Individual Agent Members
(IAMs) – the Samsonite Referral Program. The Samsonite Referral Program allows you to offer your clients an
exclusive 30-percent discount on Samsonite luggage, plus free shipping. This is the deepest discount Samsonite
offers consumers, either online or in stores. In addition, for any purchases your clients make online, you will earn
a 6-percent commission. All you do is email the Samsonite discount link to your clients. It's that easy!
This new benefit allows you to provide a value-add for your customers and an additional opportunity for you to
earn commission!
To learn more, please visit here.
Want to learn more? Join CLIA VP of Membership and Trade Relations, Charles Sylvia for a webinar with on
Thursday, June 9, 1-2pm EDT, as he shares insights and information on this new member benefit, Samsonite
Referral Program. Join to learn more about how to register for the Samsonite Referral Program and earn extra
income whenever you book a cruise.
Click here to sign up!
CLIA WELCOMES CAROLINE JOHNSON
Caroline Johnson has joined CLIA as the new Senior Vice President,
Membership and Operations, in North America. Johnson is responsible for
leading membership strategy, planning and business operations in North
America and will oversee the membership department. Johnson, who has
been with CLIA for the last four months as a contractor, brings extensive
experience in association and corporate leadership roles. Most recently,
she was Senior Director, Marketing and Communications at Meetings
Professional International (MPI) where she managed a department of 14
staff and built a unified brand by integrating consistent messages across
all platforms, including a re-imagined member magazine and a robust
social media strategy.
JOIN THE CLIA TRAVEL AGENT RESEARCH PANEL
The CLIA Travel Agent Cruise Industry Outlook report is a quarterly study
conducted by CLIA. The data and research are compiled based on online
survey responses from the CLIA Travel Agent Research Panel, which
consists of more than 700 travel agents. For an opportunity to be part of the
CLIA Travel Agent Research Panel and have your opinions included, email
us at CLIAResearchPanel@cruising.org.
8
MEMBER NEWS
AmaWaterways
AmaWaterways celebrates inaugural sailing of new AmaViola
Carnival Cruise Line
Carnival accepts delivery of their largest ship, Carnival Vista
Crystal Cruises
Crystal signs contract with Llyod Werft for construction of eight ships
Linblad Expeditions
Linblad Expeditions announces "people to people" Cuba sailings
MSC Cruises
MSC Cruises celebrates coin ceremony for soon to be newest ship, MSC Seaside
Norwegian Cruise Line Holdings
Norwegian Cruise Line Holdings announces new high speed wifi service for Norwegian, Oceania, and
Regent Seven Seas
Oceania Cruises
Oceania celebrates christening of new ship, Sirena
Princess Cruises
Princess unveils new Club Class mini-suite category, soon to debut fleetwide
Royal Caribbean International
Royal Caribbean accepts delivery of newest and largest ship, Harmony of the Seas
Star Cruises
Genting Hong Kong announces order of two new ships for Star Cruises
Cruising.org
CruiseForward.org
CLIAGlobal
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