OSSN E-Agent Newsletter

After taking quite some time to get to the front of the line, I am informed that I am missing additional immigration forms. The annoyed cruise line representative pointed out that I should have picked these forms up at the table in the entrance area. OK -- after filling out the additional forms, getting back in line, and receiving my boarding card, I was finally ready to get on board.

However, going up the gangplank, it seems I can't get onboard until my picture is taken. So, now I am thinking "Do I have to pay for this?" "What if I don't like it?" And, in a decision that I later regretted, I refused the picture opportunity.

Going through yet another security scan, at last I am standing in the atrium of the ship and I am truly in awe. I finally recognize some of the visions that were painted in my mind by those wonderful brochures. Hold on though -- there was more! All of a sudden, a lot of foreign jargon was thrown at me. I was being informed that no (stewards) were available to take me to my (stateroom), so a nice young man looked at my boarding card and told me to go past the (purser's desk) and then take the elevator up to the (Empress Deck). Then go (aft) and my stateroom would be on the (starboard) side. Whew!

Half an hour later, and I finally made it to the room. Now, I am ready to start my vacation! No, wait.. -- what's that announcement? Mandatory emergency evacuation drill? Life vests? Following the hordes of other cruisers, there we were, lined up like dutiful soldiers as we all stood in the open deck with our "Love Boat" make up and hairdos melting in the heat and humidity of a midsummer day in Florida. How did I miss reading about this lovely experience in the brochure?

Ah, and then there was my luggage. My premonition about that angry porter almost came true with my first bag arriving just as the ship was pulling out and the final bag getting to me around 11 p.m. Not the best way to start off a long anticipated vacation! Don't get me wrong -- cruising is still my favorite way to travel, and it actually was this particular cruise that led me into the travel business.

Most of these occurrences we have no control over; however, I find that if a traveler is prepared for what to expect in advance, it will make the traveling all the more enjoyable. I vowed that once I became a travel agent I would provide my clients with as much of a complete picture of what to expect as possible while traveling.

This pledge led me to writing personalized guides for clients by using my own travel mishaps and adventures on what to avoid and what not to miss. ,Even though the suppliers do a good job of including these types of details with the documents, it has been my experience that most people do not read through the reams and reams of information provided with their documents and, by the time they receive them, it is too late to prepare properly. Clients will take notice of anything that is personalized and succinct to their particular trip.

I try to send out my "First Time Cruiser Guide" as soon as a deposit is made, so that they can better prepare for the cruise in advance. An even better scenario would be to sit down with your clients and to personally go over the tips and information. If distance or timing precludes you from meeting with your clients, I would suggest that you send them a guide and follow with an offer to go through the details with them and answer any questions by phone. Walk through their cruise vacation with them, from beginning to end.

Don't forget to include information on the all-important proof of citizenship requirements, information on how the cashless system works on board, a tipping guideline, what to pack, basic cruise lingo, information about motion sickness (but do not to give medical advice). Let them know what happens on the last night of the cruise (i.e., gratuity envelopes and protocol, putting suitcases out before going to bed and keeping only personal items, medicine and something to wear for the next day). Tell them to avoid the long lines at the purser's desk by not waiting until the last night to check their final bill. Don't forget to let them know about customs procedures before getting off the ship and how and where to claim luggage.

Also, it's important to tell your clients that even though the ship arrives at 8 a.m. doesn't mean that they will get off at 8 a.m.. I let my clients know that it can take some time, so go have a leisurely breakfast, bring a book or magazine, and find a lovely place to relax until you are called. The first and last day is where you will often see the tempers fly and frazzled nerves -- mainly because passengers aren't prepared for what to expect. And, usually, these are the first time cruisers.

You want them to have a great experience from beginning to end, so they will come back and book cruises year after year. There is nothing worse (for all of us) than to be on a cruise and seeing lost or upset passengers and hearing "My travel agent never told me ___."