When Your Ship Changes Course

In today’s travel world, the unexpected can occur. 2005 was a challenging year for anyone involved in selling cruises, with even the best-executed travel plans disrupted due to Mother Nature. How do you deal with these unexpected changes when your ship changes course?

Weather related issues are just one part of this scenario. Over the years, cruise cancellations, rescheduling, and repositionings have also resulted from military actions, work stoppages, equipment problems, strikes and of course, 9/11. Although uncontrollable factors like these can crop up unexpectedly, what you can control is your reaction to them. Half the fun of planning and organizing a cruise for your group is the high satisfaction rate, which falls in the 90% range. But the trip isn’t over until you and your group returns. This fact, as well as thoughtful pre-planning, is very critical to making sure that the satisfaction level remains high despite any unexpected and unanticipated changes.

The pre-planning stage goes all the way back to researching cruise itineraries, ships and sailing dates for your group members. Although it is second nature to sell the itinerary and destination first, keep in mind that no cruise itinerary is an absolute. Cruise lines have disclaimers, and naturally so, because even they cannot always guarantee they will visit all the ports of call. Oceania Cruises, for instance, had Libya included in a few new itineraries last year, but an unexpected diplomatic disagreement prompted the local officials to deny U.S. citizens entry into Libya.

Related to pre-planning, keeping those notes on other cruises and itineraries you’ve considered or presented to your group is also very important when making a decision. You might have to go back to those alternatives. After Hurricane Katrina’s devastation, Carnival Cruise Lines decided to charter three of their ships to FEMA for government use lasting a for 6- month period. According to Carnival’s public relations department, “This was a very unusual situation and Carnival did its best to accommodate as many affected guests as possible. We were forced to cancel and/or rebook thousands of individual and group bookings.”

In the case of the advance cancellation or change notice, you should be given some alternatives for your group. Be proactive—if you see something on the news, receive an email or maybe another form of communication, get in touch with the cruise line’s group department as soon as possible. Even though cruise lines work with changes on a case-by-case basis, you want to make sure you are on the top of their list to get something rescheduled.

Here are a few key items to ask:
** What is the cruise line going to provide for your group?
Will the group be able to move to a similar sailing, itinerary and date, or is this a complete cancellation with no options available?
** Will the cruise line extend any other amenities beyond what you originally negotiated?
** How will deposits and monies be handled? Will the cruise line’s accounting department have the capability of moving monies over to a new booking or will the group have to be cancelled out and completely rebooked?
** How will your group’s insurance be handled or affected?

The other scenario involves a last minute, unexpected cancellation or change. Keep in mind once again, these are not common occurrences, and could involve a variety of different situations. Michael Sheehan, Director of Corporate Communications for Royal Caribbean Ltd. mentions, “In the case of an immediate storm, or even during adverse weather, it is extremely unusual for a cruise to be completely cancelled. A cruise ship can be moved and has the ability to sail around a storm. Our key objective is the safety of our guests and our ships. What typically happens is switching ports around. Also, the turnaround port (port where the ship departs from) could be affected – a ship might leave a day later, or depart earlier to avoid a storm affecting that turnaround port.” In situations like this, Michael notes, “We deal with each of these on a case-by-case basis.”

Princess Cruises also reviews these unexpected change or cancellation scenarios in this fashion, according to Julie Benson in Corporate Communications. Because these are unique situations and do not occur very often, Princess, like other cruise lines, deals with these individually as each situation arises.

In a last minute change, or cancellation of a subsequent cruise, once again it’s important to find out what actions are being taken, how your group is being affected, and what alternatives are available. Also keep in mind that this could happen with little advance warning.

Key areas to ask about include the following:
** Will the insurance your group members have cover this situation or not?
** Can the clients play “catch up” with the ship (getting a flight to the first port of call) or not? Due to increased security by cruise lines as well as at the ports, this might not be feasible.
** What happens if the clients cancel? Are there repercussions?
** How is the cruise line dealing with the emergency situation and last minute cancellation or changes?
** Is any additional compensation being extended?

Goodwill gestures are prevalent. For instance, Royal Caribbean’s Rhapsody of the Seas, which had sailed out of Galveston, was affected by Hurricane Rita. According to Michael Sheehan, “Rhapsody of the Seas’ itinerary was tweaked a bit with some changes, and Royal Caribbean actually chartered a plane so the guests affected could fly home.” And like other cruise lines, Michael comments, “If Royal Caribbean booked the guests’ airfare we will protect it. If the guests booked their own airfare, it technically is their responsibility to make the needed changes, but we still do our best to assist these passengers as well. We open phone lines up onboard our ships and try to work with airlines to get any change fees waived.”

Incorporating a back-up plan as well as knowing what options might be available make it easier to deal with unexpected situations. And working through these together with the cruise line can make a huge difference on how the scenario can be resolved with a positive outcome.

Finally, be very careful not to sell a cruise solely on a destination. With constant changes, upgrading in services as well as facilities and designs, ships are destinations within themselves. Selling the experience and group camaraderie goes farther than simply selling the destination.

By Cindy Bertram

Published in cooperation with Leisure Group Travel (www.leisuregrouptravel.com) a leader within the industry, delivering pertinent, timely content on the global group travel industry.  Leisure Group Travel’s team understands intricately what planners deal with on a day-to-day basis and trends that are shaping the group travel marketplace.