Kirk Cassels' Weekly Wrap of User Comments: May 10-14

Before we get started this week, I'd like to suggest agents (particularly those with clients who are eager to visit Great Britain) take time this weekend, or sometime soon, to go see the new Robin Hood film by Ridley Scott, starring Russell Crowe, Cate Blanchett and William Hurt. I had the privilege of seeing an advance screening this past Wednesday and, in my layman's opinion, not only is the film a subtle and original take on the legendary figure (that is neither hoaky nor driven by a Robin Hood that speaks with an American accent- sorry, Costner), it has some beautiful scenery that could further entice clients to make the journey across the pond. The backdrop of the film can remind clients about the bucolic regions of the country where they can go to truly escape and, perhaps, get in touch with the original sources of thei heritage. Visit www.visitbritain.com/en/campaigns/robinhood for more and you'll see what I mean.

That being said, let's take a look at what readers have been saying at TravelAgentCentral this week. I'm glad to report that most of the comments this week have been focused on helping agents through advice or warning.

More on Vacation Rentals

We've been discussing the potential impact that vacation rentals can have on an agent's business for almost a month now, and the conversation is not going away just yet. In fact, two readers shared some information on the topic just this week.

First up this week was michael chisholm, of Wimco Villas. He wrote:

As a sales agent working for a villa reservation company, we help Travel Agents all the time as we apprciate the need to further the villa vacation market. The company I work for, www.wimco.com represents villas in the Caribbean, Hawaii, Mexico, Europe and Nantucket and ALL our destinations have on island support for vactioners. In the ever expanding vacation rental marketplace, specialising in specfic destinations is important as this provides better accuracy overall.

Perhaps you are weary of potentially subjective information coming from a supplier, which is understandable. Therefore, I suggest you listen to Amanda, who posted:

Staying in hotels on vacation is a thing of the past! So many more people love the option of getting a vacation rental and having more privacy and more space. Not to mention how affordable they can be. I believe that vacation rentals are a great market for travel agents. I myself book vacation rentals and get nothing but great reviews.

Lisa is another non-supplier who is a strong supporter of this niche market, stating:

When in Hawaii, staying in a vacation rental whether it is in a villa or a home, it is the only way to go. I had the opportunity to work with the friendly staff at Tropical Villa Vacations, who showed a genuine concern for all of my travel needs. The location that we chose was perfect!

The fact that so many comments have been coming in on this topic over the course of a month (which is like years in Internet timing) is more than encouraging, to say the least. I hope agents take the opportunity to keep sharing more on the topic both here and at a discussion thread on AgentNation.

Speaking of AgentNation

Last week, we reported on Expedia's new Travel Agent Affiliate program and, although there have been no comments posted (yet) directly on the story, we've received feedback at our discussion thread on the matter at AgentNation. If you haven't signed up and/or logged in yet, here's what some agents had to share on the matter.

Angie was the first to respond, writing:

I am excited about this because now clients can't say "we booked it on Expedia". They will know we can get them the best price available no questions asked. I do have one question. I am trying to sign up online for the free sign up before June promo. It wants my bank info. Is that so they can bill us the 50dollars?

Meanwhile, user macaw_mom does not appear as enthused as Angie, posting:

I am not that excited. I see the online agencies like this worried they are losing to the True Travel Agent. Commission levels for TAAP are: 10% for Expedia Special Rate hotels $6 per booking for Agency Hotels 5% on vacation packages (flight+hotel, flight+car rental, flight+hotel+car rental). Note Minimum 3 night/3day Land Content 3% on vacation packages (flight+hotel, flight+car rental, flight+hotel+car rental). Note Less than 3 night/3day Land Content 10% for activities I just booked a 7 day vacation - Hotel/Air - my commission is $347.00 If I did it through Expedia - at 5% - my commission would have been $160.00 I work hard for my money - to build my business not theirs If people want to book from Orbitz or Expedia, I say okay... In 2010 I have seen an increase in customers, who say they are tired of spending so much time on the internet finding the best price. I will remain "true" to my agency & my customers, without affiliating with these online booking companies.

What's your take? Is the Expedia program an opportunity for agents as online travel agencies (OTAs) seek new relationships or is it, perhaps, a waste of time too late in the game? Agents chimed in on the subject at our Facebook page as well. Here is what some of them had to say.

Dedra Shahan wrote:

While it's wonderful to be recognized as valuable, I can't help but think these giant companies will market direct to our clients thus becoming Their clients. My prefered tour operators will price match. I work with companies that have always valued my expertise.

Laure Poffenberger shared:

They are chasing their tails now & realize what a great asset using a travel agent is. So much of travel just cannot be planned over the Internet & when there is a problem our clients want help from someone the know & trust. I in turn want to use a tour operator that I know & trust. I think OTA's are in trouble & are grasping at straws.

What are your thoughts? Hit us up by posting a comment below or at the original posting. You can also join the conversation at our Facebook page, send a tweet to us at our Twitter page (@travelagentmag) and join the discussion in real time at AgentNation.

Readers Request Answers

Sometimes, we write a report about a new business or supplier and some readers, apparently, believe that means we are that same business. That's flattering, in some regard, as they consider us the ultimate source of information on the matter. But as an organization that does its best to cover all aspects of the travel trade, it can be hard to answer specific questions.

For instance, we've received a lot of attention to our initial report on the introduction of Pet Airways to the industry. Most recently, one reader inquired about potential flights to Europe on the carrier.

Gisela Gonzalez Flores-Clarke wrote:

Your service looks fantastic!! When are you opening flights to Europe? I need to travel to England twice a year and need to bring my 5 kilo Yorkie. Sending him in the hold is definately not a option for me!!! I do hope you start service to Europe asap!!!!!!!!

I wish I had an answer for you, Gisela. With the company now just more than a year old, I kind of doubt they will be doing flights outside of the United States just yet. However, perhaps if you take a gander at the Help section Pet Airways web site you can find the answers you need, be it a timetable on potential flights or a straight up answer if it is going to happen, ever.

James Collier recently commented on a story in a similar manner. After learning about Tourism Ireland's new Golden Trekker for seniors riding Irish Rail, he commented:

This development is very welcome, my sister was born in UK of Irish parentd and they returned to Ireland when she was 2, she went to nurse in UKwhen she was 18 and has lived there since. She comes to stay with us each year and this will be very useful. I write for the Senior Times and I would appreciate an e-mail of this information and any other useful information for seniors travelling, including reserving seats, etc.
Best Regards,
Jim Collier
116 Sea Park, Malahide

James, I'd be delighted to help you by sharing any information I can find. However, you did not provide an e-mail for me to contact you. Can you post it in a comment or contact me at kcassels@questex.com and I'll see what I can do? Until then, if any agents and readers out there can share additional information on this program, that would be a great help. It runs through the end of the year. Here's the Tourism Ireland web site, which may provide answers: www.tourismireland.com.

America('s Vacation Center) is Under Attack!

Two months ago, there was a lot of attention on the temporary demise of Travelport and it transitioned to discussions on how an agent's leads may be affected. But as much as the conversation was based around Travelport, one reader brough America's Vacation Center (AVC) into the fray.

Mary brought it up, writing:

Beware of AVC They will take 70% of your commission and all referrals generated from that one lead will be their's, again taking 70% commision. I was promised the referrals as my own, which I thought would be worth giving up that initial commission,but boy was I wrong. I was hounded on every extra person that booked their trip and asked if they came from their live lead. They took that customer as their own because they were referred.. Also, all of my customer base that I put into their system at the time so I could market to them, are still being marketed to by AVC after I quit them as my host agency. That is so wrong. Just my 2cents worth.

Note that this is Mary's opinion and not that of the staff her at Travel Agent. Regardless, that's disappointing to read. Anyone out there able to support or rebuff Mary's take on AVC? I'd like to learn more (and I doubt I'm alone).

Advice for an Editor

Normally, an exchange between readers and writers/editors on the site involves our staff responding with some information to help our audience. But this week, we was a bit of the reverse happen as our own Jena Tesse Fox journeyed to Durban, South Africa for the 2010 Indaba trade show (the largest in Africa). Read her most recent report here.

But before Jen hit the trade show floor to share reports, she took a seemingly endless journey across the Atlantic Ocean, most of it pleasant thanks to South African Airlines. On the topic of drinking too much or not enough coffee before a flight, reader Alfredo Tor-Paz made a suggestion to Jena, stating:

In spite of the strong coffee, never drink so much caffeine after 6pm, it is a very good airline, SAA, my comment, would be over the transfer to domestic, there is no place to complain much....have you tried to fly via the USA??? Horror, thanks for reminding that, I still prefer transferring thru JNB...my grain of sand or salt.

I am currently in the midst of what has been numerous attempts to cut back on coffeed, and it is indeed hard. Still, Afredo's comments are spot on regarding drinking it at night. Hopefully Jena takes his advice before flying back next week.

Speaking of next week... we'll catch up again on what's causing buzz around the industry and at TravelAgentCentral. Keep the comments coming (below or elsewhere) and don't forget to extend to conversation to other outlets such as our Facebook page, our Twitter page (@travelagentmag) and in real time at AgentNation

South Africa, Day Four: South African Airways & More Indaba

Jena Tesse Fox is back on the trade show floor at Indaba in Durban, South Africa with more reports after learning more about the FIFA 2010 World Cup and meeting some of the "locals."

Today began with a breakfast hosted by South African Airways (and with speeches by representatives of same), followed by a media panel with several members of the SAA team.

Siza Mzimela, CEO of SAA, was excited about the airline’s growth, and mentioned two new routes that the airline will be flying (she wouldn’t say where, however, until the deal s were inked), the new planes they would be getting, and the new partnership with JetBlue. (This partnership means travelers can check their luggage in Los Angeles, Las Vegas or Seattle and pick it up when they arrive in Johannesburg, Cape Town or Durban. Pretty cool.) Staff and crew are being increased (especially in preparation for the World Cup—had you forgotten about that yet?), security is being improved across the board (especially in the baggage departments, we heard), and plans are in place to expand into South America.

When the airlines meetings were finished, we headed back to the trade show floors for one last spin. A few highlights:

*    Namibia recently received an impressive grant to boost their infrastructure, and several million of that has been earmarked for tourism. A comprehensive Namibia Tourism web site (www.mcanamibia.org.na) is in the works, and should be complete in a year. A new Hilton is scheduled to open around September in the capital city of Windhoek, and a new Kempinski will start construction later this year. Beyond that, Shareen Thude of the Namibia Tourism Board (www.namibiatourism.com.na) said, existing hotels are upgrading and renovating their rooms in hopes of becoming the hot new destination.
*    The word “safari”  apparently means “journey” in Swahili (my hotel has awful internet access, otherwise I’d look it up and confirm, so I’ll just take Kenya Tourism Board rep Anne Kanini’s word for it). In Kenya, there are lots of different kinds of safaris, and—from the pictures Kanini showed me—some pretty impressive sights to see while on them. The country sits on the equator, and certain species—like giraffes--are divided by the line. Visitors can see the “Big Five” within a four hundred-meter drive, she added, especially at the Maasi Mara. She also mentioned the “Obama Effect,” with tourists coming to the village where President Obama’s Kenyan family still lives. Serena Hotels are popular throughout the country, and there is a Fairmont in Nairobi. (www.magicalkenya.com)
*    Cullinan Diamonds offer tours of their diamond mines as well as completely unique and exclusive jewelry designs. (And when they say exclusive, they mean copyrighted. You’ll never have to worry about someone else showing up to the party wearing the same necklace!)
*    Here’s a unique option for animal-lovers who want a different kind of safari: Dr. Peter Brothers runs African Vet Safaris, which brings visitors out into the wild to help tag and care for endangered species. There are different kinds of trips available for different people, from casual interest to veterinary students looking for hands-on experience. The guests’ funding of the trips, Brothers said, helps the company’s conservation efforts, and the excursions offer a new perception on the issues facing the environment and the animal kingdom.

Tomorrow, we head off to George, Knysna, and the Views Hotel.

Kirk Cassels' Weekly Wrap of User Comments: May 3-7

What a couple of weeks it's been when it comes to news that relates to and/or directly affects travel. From the oil spill in the Gulf of Mexico and its potential impact on Florida, to the Arizona law regarding illegal immigration. I can't think of the last time there were so many stories for agents to comment on, especially with an absence of YTB or other constant hot topics. So let's dive right on into them.

Arizona's Law & Affect on Tourism

Last week, I shared a few of the initial comments from agents and others regarding the controversial law's impact, or lack there of, on travel to the Grand Canyon State. So, in the interest of avoiding someone feeling left out, here's a look at some of the more recent statements posted here at Travel Agent.

Commenting on our open forum on the matter, Rick Long appears to believe it is not a travel issue at all, saying:

This is no more a trend than when people cancel for any of a myriad of seemingly trivial reasons. This is an illegal immigrant matter with people on both sides of the issue. Let's not make it a travel and tourism issue unless we see some real evidence to substantiate it.

I am going to respectfully disagree with you, Rick. Although it may not be major and/or braod evidence, we've recevied a few reports from agents saying that either their clients are pulling out of travel to the region or that they would prefer not sending their customers there. Also, when the U.S Travel Association weighs in on the scenario, I think it certainly becomes a travel and tourism issue, but perhaps I'm wrong? I'd like to hear from anyone who disagrees with me. (UPDATE: The U.S Chamber of Commerce weighed in on the issue today as well.)

Meanwhile, when reading the news about the U.S Travel Association's stance on the issue, several other readers shared their two cents.

Lori wrote:
As a daugher of immigrants, it's not fair for illegals to sneak over the boarder while others wait 15 - 20 years to come in legally.

Diane stated:
The majority of the people in Arizona support Bill 1070! And it is about time we start following the laws. I believe that tourism will be supported by others who believe in the law. What part of illegal does this country not understand.

Bradley R. Olinger added:
While I do appreciate the position of the travel industry in this, I also understand that this is a problem that needs a better approach rather than just jailing illegals. I feel the best option is to offer the illegal immigrants that are of otherwise good character a road into citizenship through better regulation. This xenophobic approach to immigration does not work in a nation built on immigrants. After all, most Americans had an immigrant in their own ancestry, so why let what should be a minor political problem cripple both an industry and a society.

Obviously, this issue is not going away anytime soon, and we invite more comments on the matter as it continues to develop.

Fuel Supplements Making A Comeback?

It's been nearly two years since agents needed to address or be concerned with the issue of cruise lines charging surcharges to counteract rising oil prices. But, after an announcement by Cunard that the line is preparing to add a fuel surcharge, it appears agents may need to be concerned again. And some are already expressing their disappointment.

Libbie was the first to comment, writing:
It's like airlines charging for luggage. I would feel much better about these companies I'm representing if they would simply raise their prices to cover all costs and eliminate the games. My message to these large companies is this: Be honest, so we can be honest, and everyone will have much more respect for you!

Harry Jones agrees, posting:
I concur w/Libbi. Make the fare all inclusive. Add ons etc just get folks more upset w/everynoe, lines, oil ocmpanies, travel agents etc etc.

What's your take, agents? Would you prefer an "all-inclusive" price if rates will be raised? What other alternatives would you prefer if this issue is here to stay?

Pay for What You Get

Speaking of cruises, we wrote a brief last year about a new cruise line's cheap jaunts to the Bahamas, and one reader does not appear too happy about the sacrifices you must accept if you are going to pay a low price. Lucy Mae was not too pleased, posting:

just sailed on this ship and all I can say is BE SCARED BE VERY SCARED. They will put you in a broom closet as your room even if you paid for an upgrade. They charge for almost everything. 2.00 for an ice cream cone, 21.00 for soda, 15.00 for a drink. The crew was great, the cruise line was not. I reported to the Florida Attorney General, Coast Guard and the Better Business Bureau. They didnt even go over the life jacket drill with the passengers that got on late. I was one of them. They changed the sailing date of my ship without telling me, they changed my room classification without giving me a refund for the upgrade I paid for. Dont do it, spend the extra money and go on a better cruise line.

I think her last sentence says it best. If you want guaranteed quality and experience, go somewhere that isn't marketing itself as a low price option. Hopefully Lucy's report to the Florida Attorney General, Coast Guard and BBB will illuminate the situation more for agents and their clients.

Take Advantage of Crisis in Bangkok

Political unrest has been infecting Thailand since late 2008. According to all of the reports we've read or written, travelers and tourists have remain unharmed from the political protests, most of which have been peaceful demonstrations. Commenting on a recent report that Bangkok is still safe amidst the protests, one reader encourages other to leverage this opportunity to save money.

John Nathaniel commented:

I think it is safe despite all these disruptions and tourists’ accommodation has become easier with some terrific Bangkok hotel discount that is now available.

Any agents out there seizing the opportunity to pass value on to their clients? If so, let us know and we'll share your experience with our readers.

Let's Hear It for the Flight Attendants!

As much as some airlines are either cutting back on services or increasing fees, you can always count on an airline's flight attendants to do what they can to make your flight more enjoyable. That's why we were happy to share United Airlines' recognition of these sky employees, and one of our readers is just as happy to read the news.

Speaking on the matter, Pat wrote:

Flight attendants have given their lives for the safety of passengers. If airline companies (particularly United) really want to show their appreciation, why not give them a new contract that is up to date and financially acceptable rather than continually asking for concessisons?

Pat, I assume you are a flight attendant, friends with one or related to one. Or, perhaps you've had a pleasant experience on every single flight while admiring their hard work. And I fully agree with you. Hopefully, reflecting on 80 years of their service will encourage United and other carriers to make these hard-working employees happier with their position.

Contest? What Contest?

Last month, I was in the Riviera Maya in Mexico for an event in which Iberostar Hotels & Resorts announced that Antonio "Desperado/Puss in Boots" Banderas is the new global face of the brand. I attended the event as a member of the press trip to the region and had the opportunity to explore the many properties at Iberostar Playa Paraiso (and I highly recommend it to agents and their consumers, be they families, couples etc). But when we filed our very first report on the event, it appears that an agent feels she was left out of a contest that, to the best of my knowledge, never existed.

Gerrie Power Sears stated:

I can not imagine why the United States was left out of the contest to win a vacation at the Iberostar resorts in Mexico or Punta Cana ect. I would have liked to send this offer to my many clients that I have sent to these properties.

Thank you for your reply,
Travelbygerrie@msn.com
Gerrie Sears: Leisure Manager
Wood's Travel

Gerrie, I'm sorry if there was anything written that implied there was a contest to win (I'm pretty sure there was no such mention). Had there been a contest, we would have definitely reported it. In addition, if it was solely for Mexican entities, I would have been up in arms as well. Sorry for any confusion that was caused. I still highly suggest agents look into the property. It was an outstanding, albeit exhausting, experience.

As always, the conversation doesn't end with the week, so please keep the comments coming. Post your opinion below or at any of the stories linked to above (and check out our content throughout the deep recesses of the site to learn more). You can always share your opinions with us at our Facebook page, at our Twitter page, and at AgentNation. We want to hear from you, and we want to share your feedback with our readers.

Until next week...

Flying the Heavy Skies?

The British tabloid media this week reported that Air France will "force" overweight flyers to pay for two seats, or they will be prevented from boarding for "safety reasons."

Air France has officially denied the accusation, stating on their website that "Air France has no intention of making heavier passengers pay for a second seat."

In a statement, the airline continued: "Since 2005, Air France has been offering heavier passengers the possibility of purchasing a second seat at a 25 percent discount, to enhance their own comfort and safety...The only recent change to Air France’s policy on overweight passengers is to refund passengers the cost of the second seat, if the cabin is not fully booked." If the plane is fully booked, however, the passenger must still pay 3/4 of the total cost of the seat, adding hundreds of dollars to the trip.

Air France isn't alone. In April, 30,000 potential Ryanair passengers voted in favor of charging excess weight fees for very large passengers, and United announced that passengers unable to "fit into a single seat in the ticketed cabin" would have to purchase an extra ticket.

How do you feel about these rules? Please vote in our poll to the right, post a comment below, write us on our Facebook page, or send a tweet to our Twitter page.

Kirk Cassels' Weekly Wrap of User Comments: November 16-20

Since the last time we last chatted, I've been a pretty busy guy. On Thursday, November 12 (my brother Sean Cassels' birthday— sorry buddy but I had to be somewhere), I flew down to Aruba and stayed at the Hyatt Regency Aruba Resort & Casino while covering Hyatt's Travel Agent Awards. Yes, I was in Aruba but it wasn't like I was splashing around in the Caribbean Sea the whole time. I took a property tour, seen in the video below, and am still working on my follow-up for the next print edition of Travel Agent.

Upon my return, I had to perform my civil duty by participating in the justice squad... that is attend jury duty for two days. Fortunately, being married to a legal marketer and the offspring of a doctor and nurse gave the lawyers plenty of reason to excuse me from a medical malpractice case (Attention patient: next time try medical tourism).

Now back in the chilly Northeast and away from near sequestration, I see that this whole Twilight New Moon is the big deal this weekend, Sarah Palin's book tour is mainstream media's dream come true, and professional sports should change the label on marijuana from recreational drug to performance enhancer as Cy Young-winner Tim Lincecum has been busted for possession of pot (not too long after Michael Phelps was caught smoking after winning eight gold medals at the 2008 Summer Olympics).

But as exhilarating as brawling teenage vampires and werewolves, former vice presidential candidates, and hippy athletes may be, we've got other topics to discuss here this week, so let's take a look.

Hate Them, Can't Leave Them

George Dooley's feature piece on airline fees and how they may lead to more disaster in the industry broached familiar territory for travel agents and their clients. One reader, John, shares a recent experience he had and touches on it to iterate his take on where airline baggage fees are leading us, saying:

I was on a flight a few weeks ago when a small passenger was trying to put a large heavy bag in the overhead bin. She lost control of it and injured another passenger who was seated under that spot. If she had been allowed to check that bag for free, the other passenger would not have been injured. I can see what is coming - weigh the passenger and all the bags and charge accordingly. That way everyone is paying their fare share. Run the airlines like a freight company - it cost so much per pound to transport from point A to point B. Charge what it actually costs, plus 15 percent profit and everyone will be happy.  Then the airlines can compete again on who has the best meals and best service.

I have to disagree with John's point that everyone will be happy. Something tells me only new problems would arise (especially for agents getting phone calls from clients complaining that they cannot board and that they feel fat). Meanwhile, he could be right about treating passengers like cargo. After all, United Airlines is implementing a pay-more-to-fly-if-you-are-fat policy while Ryanair customers are heavily in favor of a "fat tax" for obese passengers.

Stuck Between A Terminal & A Jetway

Continuing with the air travel and passenger theme, I'd like to address a comment made by Katy about the best airports for getting stranded. She asks:

Being a travel agent, this info will be helpful when choosing connection cities for my clients. Would you be able to expandy on this list and tell us more?

Katy, glad to help. For starters, click through the related story link about the 10 best and worst airports for sleeping, where you'll get more informatio about other airports.

From my personal experience, I can name two airports and one terminal where I've been stuck for awhile and was not destroyed by the experience. Chicago's O'Hare airport may be famous for delays, but its easy access to public transportation to the center of the city and back was quite convenient when I had a five-hour layover there back in 2004. With 90-minutes of roundtrip travel time, I was able to enter the Windy City and grab a beer while watching Bears fans throw a conniption over one Rex Grossman.

Meanwhile, as much as I understand many would not want to visit Philadelphia (I lived there for two years), it's airport is also easily accessible/departable via the city thanks to public transportation.

Finally, as much as New York's JFK is a living hell for some, JetBlue's Terminal 5 is pretty kick-ass. The free Wifi, array of shops and dining, the salon (in which I have not yet partaken but have heard good things) and the proximity of bar service near all gates was quite ideal as I journeyed to Aruba last week (granted the Bloody Mary the bartender comped me to bring on the plane my have slanted my judgment here).

But I am just on person, and I am not an agent, so what say you readers? Can you help Katy and I expand on this list of airports where it's not so bad to get stuck?

American Airlines, Anxiety & Angst

There were two stories we recently published that invovled American Airlines (AA) which received some interesting comments. This first was about the ongoing tussle between AA and Virgin Atlantic over Japan Airlines (JAL). I have no opinion on the matter, so I'm steering clear of who I would say is right or wrong in this situation. But it appears an AA employee, going by the name Ryan M, felt the need to state his company's case on the matter, writing:

Once again, Virgin’s comments are long on accusations and rhetoric and short on the facts. American is opposed to a Delta-Japan Airlines (JAL) tie-up for the same reason we are confident our transatlantic immunity application will be approved: to preserve and enhance competition.
SkyTeam with a Delta-JAL combination would account for nearly 60 percent of U.S.-Tokyo passengers, as opposed to oneworld’s approximate 44 percent share of U.S.-London passengers. AA and British Airways only account for about 40 percent of U.S.-U.K. traffic, whereas Delta-JAL would consolidate the positions of the two largest U.S.-Japan carriers with more than 60 percent share of U.S.-Japan passengers, leaving oneworld with just a 6 percent share.
The bottom line is we’re aiming to level the playing field for alliance competition in the transatlantic market and to prevent an unlevel field for alliance competition from evolving in the transpacific.

Ryan, it's an honor having your eyes perusing our site. I am not taking sides here, but I'll say I had a pleasant experience flying AA from New York to San Juan, Puerto Rico and then over to St. Thomas for my recent honeymoon before flying back from St. Thomas to Miami and then back up to New York (and yes, the Miami airport deserves its placement in the top five airports for getting stranded mentioned above), so if you want to help me out with another flight sometime I'd be very happy. I've never flown Virgin, if that helps persuade you :)

Another commentator had some curious words to share about AA, but they were not in defense of the airline nor about its competition with other carriers. This time, it was about the recent announcement that ARC and AA are going to develop a dupicate ID tool to avoid mishaps with overbooking flights. Sounds like an interesting idea, but for NYC Travel Agent it sounds a little Orwelian, sharing:

I'm very curious on how a fool-proof system will be created to make matches on duplicate bookings?Something tells me they will use their access to now-required APIS & Secure Flight data in order to create the cross-check ...legal use? Privacy matters?

I think something being so publicized and, hopefully, regulated could avoid trouble related to NYC Travel Agent's concerns, but I'm not industry expert and the only type of law I am adept at is communicaiton law (say whatever you want as long as it's true). Privacy concerns will never go away. Hardcore liberals accuse the government of using security as a reason to invade privacy whereas hardcore conservatives say healthcare reform will contribute to the removal of our civil liberties. But I think NYC Travel Agent is right in raising this issue right away. Does anyone else share his concern or, perhaps, think he/she is getting too paranoid like Mel Gibson in Conspiracy Theory?

What's In A Word?

Hurricane Ida has come and gone and seems to have been the worst of the season. It sadly killed hundreds in El Salvador before disrupting many cruise itineraries in the Gulf Coast region near Florida and Alabama. Our own Dave Eisen wrote about the subject, choosing "Hurricane Ida Wreaks Havoc Along Gulf Coast" as the headline, and one reader did not agree on the choice of verb and adjective. Paul Graber, commented:

I think the headline is sending out the wrong message.

Because Paul neglected to share what in the headline was wrong and what he thinks a better message would have been, it's not easy to answer this statement precisely. On one hand, I think anyone who was on those cruise ships or about to embark would consider trip cancelation and storm-battling havoc. On the other hand, when places like Panama City report that the storm left them "unscathed," then perhaps the headline was a tad dramatic. Still go you to read it though, right?

Crucon Cruise: Good or Bad?

In the last weekly wrap, I addressed Maria Jones' critical comments on the company and asked readers to reply in agreement with or in contrast against Ms. Jones. Peter Blank answered the call, stating:

I have found Leana and CruCon customer service to be responsive and especially quick to apply price reductions.

Thank you Peter for chiming in. We now have one for and one against the company, so who is going to jump in and be the tiebreacker in this rubber match of comments? Anyone? Anybody? Bueller?

BTW, YTB

Guess who's back?! Don't be surprised, YTB remains one of the more highly-contested topics of conversation round these parts of the Internet. So when Dooley reported on the company's third-quarter earnings (or lack thereof?), it was only a matter of moments for someone to chime in. And that someone was Jay, who asked:

Will someone please pull the plug on this scam?

It may take awhile Jay. Despite YTB's court troubles in California as well as in Illinois, it is likely not going away anytime soon. Fallout from court settlements can take forever (I know from experience as I await word on what's happening after Tishman Speyer lost its appeal of a class action lawsuit over rent stabilization in Stuyvesant Town neighborhood). Best of luck to all of us, eh?

Beauty Queen Babble

No, we're not talking about Sarah Palin's stint as a beauty queen contestant nor are we talking about Carrie Prejean's little display on Larry King, we are talking about Miss Texas USA Brooke Daniels. We have mentioned her a few times before as a result of her attendance at the Miss Spain contest in Cancun, and some people are ANGRY! Check the comments for yourself, because this latest one, posted by someonewhoknows, just has me confused:

I don't understand how people can judge from afar???? I wonder what they thought about the stockers who were obviously watching them the whole time.....you are just sad girls who dont have lifes!! Btw thier mother is beautiful and far from preggers!

I think someonewhoknows means stalkers, not stockers. That aside, as amusing as I find this I am confused as to a story can elicit such raw emotion from some commentators, which then only spawn more craziness. But I'm not going to complain, it makes this part of me week that more interesting. Anyone else want to throw some turpentine on this brush fire?

Thanks to the Thanksgiving holiday, I won't be writing the Weekly Wrap next week so we'll be in touch again later in the month. Until then, don't forget to keep these conversations and topics of discussion going in real time at AgentNation, the only social community online that is for all kinds of travel agents and professionals. Log in and/or sign up today.

Kirk Cassels' Weekly Wrap of User Comments August 3-7

There's breaking news this morning as one of the most important panels in the U.S. welcomes a new female judge who will certainly "spice" things up. Of course, I am talking about Victoria Beckham replacing Paula Abdul on "American Idol." Why, what other female judge making headlines recently did you think I was going to mention? Oh, right, that one...

Well, while fans of pop culture and politics laud both Beckham and Sonia Sotomayor, there's been a fair amount of praise being tossed around TravelAgentCentral this week as well, and it's a nice way to start off this week's wrap up of user comments:

Agent and cruise expert Susan J. Young analyzed the Cruise Lines International Association's economic impact report this week, and there is much to celebrate as the cruise industry produced a $40 billion positive economic impact. Reader Matthew Upchurch is likely not alone in his excitement, saying:
This was a very good article and congratulations to Terry and the CLIA team for providing this study. Governments and consumers (taxpayers) need to know the economic impact of the Global Travel & Tourism Industry - it represents over 250 million jobs world-wide and nearly 10 percent of global GDP.

As the recession continues to loom, it's always pleasant to receive any positive news about any facet of the economy. Apparently, it's also pleasant to work for EtravCo, which recapitalized and signed with Amadeus this week. Just take it from Mel, who wrote:
Looking forward to great success as a member of the eTravCo consortia!

The Price You Pay

There's been plenty of mud-tossing going on when it comes to airlines, particularly from agents against Delta Air Lines and United Airlines. But this week, Ryanair upset plenty of consumers when they were stranded at Stansted after the airline failed to open enough check-in desks at the airport. It's not a low cost carrier for nothing, as M Smith notes, commenting,
You get what you pay for. If you want to pay a few pounds and fly on Ryanair that's what you get. If you want more service pay more and fly BA, BMI, or another established airline! Also, for the record I am not employed by any European airline.

If only getting stuck in airport terminals were a rarity in the industry, but unfortunately they're not. Layovers and poor service can always hold you hostage, and of course there's always the chance that the country that has the terminal doesn't recognize the country from where you came, like Tom Hanks in The Terminal.

Ok so "Krakozia" is not a real place. But isn't the clip nice?

Sticking on the topic of paying for what you get, we recently ran a poll at Home-Based Travel Agent, asking if independent agents should charge service fees for their work. Perhaps the answer is obvious (87 percent have voted "yes" as of Friday morning), and Andrea shares her reasoning behind her vote, saying:
I believe that a Home Agents should charge fees. If you don;t value your time no one else will and you will become the person to call for advice but not necessarily to make a booking. I have several cancellations this year from honeymooners going to Mexico. When the swine flu hit they canceled. Several booked cruises, but they went direct or on line. I charge a cancellation fee just like Travel Impressions and others charge them. They expected to be charged.

Not sure if Andrea or anyone else caught George Dooley's piece on a Forrester Research study that claims travelers are tired of booking trips on the Internet. It's quite possible that this trend will drive consumers to agents as the service fees may well be worth the free time and peace of mind. Fingers crossed?

Comment Plus Plug

In a Web world where visitors and traffic can mean everything, we get a lot of comments that come with URLs that lead users to places we at Travel Agent do not necessarily endorse nor represent. Sometimes these websites are helpful and sometimes they are just attempts at plugs for publicity.

For example, another Dooley item recently covered how agents are seeeking quality content for their websites. It has some helpful information in there, shared from a few, various sources. Reader Erin Read Ruddick chimed in and offered more advice, posting:
Content is important, as is a site that is easy to read and navigate. Travel agents know that older travelers - Boomers and beyond - represent great opportunity. They still have assets and both the time and passion to travel. 55+ consumers are the fastest growing segment on the web. Make sure your websites are friendly for these mature travelers, so they'll take time to read your content ... and move closer to purchase. A free white paper with guidelines on website usability can be found at http://www.creatingresults.com/UsabilityGuide/.

Erin, you make a unique point that is separate from Dooley's article and are very thorough, yet concise. That website you're sharing must be useful, so thanks.

Then there's Tracey (editor's note: I once had a boss named Tracey- or maybe Tracy-  that was the meanest I've ever had so I may be subjective here), who posted a question about YTB's sale of RezConnect, asking:
So what does this mean for globaltravel.com?

I don't know what it means, Tracey. Maybe you should contact YTB or RezConnect directly. Please let me know if your traffic gets a boost in the next week or so because I think Travel Agent readers may have something to do with it.

Speaking Of YTB 

The company had its convention last week, and George Dooley took the opportunity to share two viewpoints on the company, one from supporter Doug Bauknight and the other from critic John Frenaye. There are more than 35 comments combined from both of these stories, and I shared some of them specifically not once, but twice (and there's even been some dialogue at AgentNation). So instead of listing them all again, how about I just share the links to the most recent stories and you can view them on your own (it's Friday, give me a break):

YTB Comes Under Fire, Again
YTB Convention Opens: A Viewpoint From A Defender
YTB Convention Opens Amidst War Of Words
YTB Critics, Defenders Exchange Points Online

Twitter Talk

The social media phenomenon that is Twitter continues to remain an item of interest to agents and consumers. Recently, we learned that travel bureaus are leveraging Twitter as well, and reader Gianluigi Cuccureddu thinks it's an excellent idea, saying:
Twitter will be a good marketing instrument for travel, location is a key-factor which to create new ways of engagement.

As nascent as Twitter may be, there's certainly potential in using it for business. You can learn more about that by checking out the recent Travel Agent webinar on how to use social media to produce better business, click here.

I Disagree With What You Write, But I Will Defend To The Death Your Right To Post It Online

Nothing is perfect, and everyone doesn't always agree with anyone. So occasionally we produce some content here at Travel Agent that seems to irk some readers and users. It's their right to do so as it is our right to respond, which we're going to do right now.

After we shared some advice from AAA on how to spend money safely when traveling internationally, a fellow named Bob Turkington was quick critic to criticize, saying:
Waffle! Tell us simply...#1 - The best (cheapest) #2 - the next best...and so on. Also you didn't cover safety very well.

Bob, all I can say is: Pancake! #1 The best (cheapest) usually depends on the options one has combined with their preferences, so it's hard to declare one as the top choice #2 Please read the following excerpts from the article:
"Carrying a credit card is safer than carrying cash..."
"Traveler's cheques are safer than carrying cash..."

Sorry we didn't cover safety up to your high standards. Perhaps you'd like to share some extensive coverage? You can post it right here or at the article itself.

Bob's not the only one who is not satisfied with some of our editorial. When reading Mike Browne's column, "Going To Extremes For Clients," Lyn Dyles, MCC shared her two cents, writing:
Many people may find it helpful if you adapted the Miami Herald information to fit in line with what we do as travel professionals. Reading that a surgeon has his assistant send Twitter updates to a family during a procedure does not extrapolate well to the business of travel consulting. Concrete, useful information that is specifically aimed at our business would be welcome. Thank you.

As I have said before, I am not a travel agent. However, it seems to me that a part of any profession is executing the best customer service you can without exhausting yourself or a relationship. So Lyn, I think you need to read the Herald piece again. It's not just about a doctor tweeting. It's about what that doctor, an architect, a broker and others are doing to continue to get the best business they can from their clients. Businesses from different backgrounds can probably learn a lot from each other without having to learn from or mimic competitors within their own industry. And as for seeking concrete and useful information, if you could state an example of what you feel would be the most concrete and useful to your business, by all means share.

As always, we hope our readers and users will continue to share their opinions here on Travel Agent, and that they are well aware that the can continue such discussions in real time at AgentNation, the only online social community for all types of travel agents. Sign up or log in now...

Europe's Airlines Survive Roller-Coaster of a Week

Europe’s airlines took a beating this week, with Italy’s MyAir losing its operating license, BritishAirways and its unions failing to reach agreements that will keep the company moving, BA’s luxe subsidiary OpenSkies dropping its New York–Amsterdam route, and Ireland’s RyanAir decreasing its service to Stansted. Perhaps most distressing, passengers all over the UK were blocked from boarding their planes (and denied reimbursements) if they were suspected of carrying the H1N1 (or swine) flu. So soon after the infamous music video that took United Airlines to task for damaging luggage and refusing to reimburse passengers for their destroyed property, the flu decision is a PR nightmare.

But there was some positive news, too: In the same week that RyanAir announced its reduced service, it posted a profit for the second quarter of 2009. Air France-KLM’s revenue dropped, but the company said that it was optimistic about future profits. And while Lufthansa’s planned takeover of Austrian Airlines is meeting some resistance, it seems to be progressing, even if in baby steps.

Speaking of PR nightmares and Lufthansa, when we posted about the planned takeover on Twitter, we got a response that said, “Austria Air should take over Lufthansa...they have the worst customer service.” In light of the United fiasco, what airlines do you think have the worst customer service? (If you want some very R-rated examples of horror stories, check out this piece on Cracked.com) Sound off on AgentNation!

A Glimmer of Hope for Britain's Tourism Industry?

There was some bright news today for Britons and visitors to the UK today: The terror threat was lowered to levels not seen since the terrorist bombings of 2005, indicating a renewed sense of safety and security in Britain.

It’s welcome news, and not a moment too soon: London is gearing up for the 2012 Olympics, and will have all the eyes of the world upon it in just a few years. (Perhaps not coincidentally, the attacks that elevated the terror threat level occurred mere days after London was chosen as the Olympic host city.)

With luck, this lowered threat level will encourage more people to travel across the pond. Britain’s beleaguered tourism industry could certainly use the boost after a rough news week: Both inbound and outbound tourism numbers have plummeted (as they have for airlines throughout Europe— Lufthansa AG, Europe's biggest airline, posted a 6.6 percent drop in passenger numbers from a year ago). A proposed tax increase on air passengers leaving the UK was met with an angry response from Virgin Atlantic, claiming that the tax would not only keep people from coming to the UK, but would keep them from visiting other nations that depend on tourism. Meanwhile, Britain's flag carrier British Airways, which has also been struggling with the loss of passengers, got a multi-million bailout from the trustees of its pension fund, but is still struggling to raise the funds it needs to stay airborne.

But perhaps most promising of all is the news that the largest hotel to open in London in a generation is still in the works. When the Park Plaza Westminster Bridge opens, it may well attract a whole new generation of luxury travelers to the UK, and by 2012, it could be the hot place to stay for the Olympics.

Kirk Cassels' Weekly Wrap of User Comments July 6-10

It is always a long week when you return from a holiday weekend, especially when you get sick. After a fairly laid-back Fourth of July weekend, everything seemed fine at work on Monday, but then I woke up at dawn Tuesday with my second-ever migraine. As the crack of light through the bedroom window pierced my skull, all I could think was, "Oh no! Who's going to keep a tally of notes on all of the comments posted on TravelAgentCentral.com?"

Actually, I didn't think that at all but instead tried my best to dictate notes to my fiancée for her to enter into the body of an e-mail to send to Ruthanne and Michael, informing them that I would not be in that day, because even a glimpse at a computer screen felt like a jackhammer. I didn't return until Thursday, and even now there's a tad of pain, but things could be worse. I'd like to thank Ruthanne and Mike, as well as our interns (Alexia, Brittany, Meagan, Megan and Lindsey) for taking the reins while I lay in bed with a cold compress on my head, the lights turned off and the shades drawn like a melodramatic, depressed teenager.

And now on to your comments for the week...

The Peoples' Candidate?

Alan Fiermonte recently announced his campaign for election to ASTA's Board, and although he's not promising "change we can believe in" nor is he directly referring to himself as a maverick or renegade, his "Solid Idea Express" campaign is taking direct aim at ASTA with plans to "rehabilitate its finances and management." He already has K. Sen's endorsement, who posted:
As an industry veteran (25+ years) I congratulate Alan Fiermonte for actually having a platform / agenda for what he hopes to achieve at ASTA, as opposed to many other candidates who simply claim that their 'experience' warrants my vote. The issues raised by Alan are very pertinent as my own interaction with ASTA shows that it has become a top-heavy institution sometimes acting against the interests of rank and file members.

Now this may be a tough question to answer after the recent efforts ASTA has made in response to United Airline's new credit card policy, but do Alan and/or K. Sen's words hold merit with you? As a political junky who screened MSNBC (the Obama network), CNN (the Clinton Network) and Fox News (the Palin network) religiously during the 2008 presidential campaign, I am yearning for some butt-your-head political dialogue. Feed me!

Shell Shock On The Runway

Ever since Captain Sullivan saved the lives of those aboard the US Airways flight that crashed in the Hudson, birds, geese and all things fowl have been a reiterated concern among airlines and airports. Apparently, they are not alone. It seems turtles can cause trouble too, as a few got plowed at John F Kennedy airport in New York, causing several delays. While we await a response from PETA and the ASPCA, Melissa Schmidt chimed in, saying:
What a darling story! These little Turtles are so cute! Wonder if anyone captured this on tape?

Melissa, first off, if you think a multi-ton airplane running over turtles is darling, I wonder if anything can terrify you. Secondly, I just did a search for videos on the matter and came up with nothing. I did, however, find a video I think you should watch for educational purposes. After all, I don't think Leonardo, Donatello, Michaelangelo, and Raphael would be too pleased with this incident and may seek revenge. Better bone up on your martial arts skills.

More On Paper Vs. Electronic

Two weeks ago, it appeared as if we wrapped up the discussion about Carnival Cruise Line's decision to abandon paper documents for electronic documents. For the most part, agents were against the idea and preferred the option of paper documents. But then there's Birgitt Pajarola, who commented:
I'm probably in the minority but I think e-docs are fine for the mass cruise market client. It is 100% more efficient for all involved. What does a client expect who pays bargain price on a ship that carries more than 1000 passengers? Does a Las Vegas Hotel send out Documents for a booking? However, I'm against e-docs when it comes to a deluxe cruise line. When one pays top price one can expect nice looking folder with tickets, tags and information. And I think Carnival certainly does not fall into that overused word"deluxe" cruise line.

Birgitt makes an interesting point on luxury versus regular cruise lines. What's your opinion? Should paper documents be readily available to agents serving clients who are paying top dollar? Should cruise suppliers be placed in the same ballpark as hotels when it comes to marketing documents?

I have no idea. That's why I'm asking YOU.

What’s Going On? Travel Agents and Social Networking

In an exclusive video, Ruthanne Terrero moderated a roundtable discussion among top travel executives, where one of the topics discussed was online social media and how it is affecting the travel industry. The first two comments expressed disapproval of social media, but Kate Koziol, K Squared was quick to respond positively about the new technological phenomenon, saying:
Social media is about sharing information, not giving away every last detail. By getting in the conversation and not being an advertisement, you have a chance to get the sale.

As I've said before, I've been trying to avoid Twitter at all costs and I don't care what shoes Ashton Kutcher is buying or that eating a pork sandwich during the swine flu scare made Beyonce Knowles "LOL." I reluctantly joined Facebook about a year ago due to constant harassment and repetitive "come on, man" from friends to join. I understand that this new media may make it tricky for agents to protect their talents. But for me it will be trickier to adapt along with the evolution of social media. Five years ago, Friendster was all the rage. Then came MySpace. Now, Facebook makes MySpace look like Friendster. Twitter is about to do the same to Facebook, and it's only a matter of time before the next big thing annihilates Twitter.

But speaking of social media and agents, if you haven't joined AgentNation yet, you should sign up today to network with your peers in a safely efficient manner.

Cruise Cleanly In California

As its economy continues to teeter on the edge of bankruptcy, the great state of California (land of my birth) remains committed to a healthy environment, no matter what the cost. New regulation by the state went into effect July 1 that requires ocean-going vessels entering California ports to switch to cleaner fuels when they are 24 miles from California’s coast, and Feronia is not that impressed, stating:
Great idea, California. Lets make it more onerous for companies to do business with us.  Nevermind that we'll lose their tax revenue if they go elsewhere. We're just swimmin' in the dough.

During these tough times, businesses and governments will have difficulty in prioritizing matters that may or may not affect their microcosm's economy. While we await this "green industry" to rise up and save us from our financial dilemma, is California pioneering it with such laws or is it simply hindering economic improvement? For all we know, California may be its own island  in the Pacific Ocean that rests 24 miles from Nevada and Arizona in time.

Rest Insured

Job loss, illness, disaster, and more, there are numerous ways in which your vacation (and perhaps your wallet) can take an unexpected beating. So George Dooley wrote a brief piece on why agents should encourage their clients to buy travel insurance more than ever, and Bill Lyons is in complete concurrence, writing:
At B & B Travel, Inc., we recommend travel insurance to every client. We have read and heard stories that make it a travel necessity.

Thanks, Bill! Make sure you read up some more on this subject with Dooley's latest piece: Travel Insurance: What Your Clients Should Know, fresh off the wires today.

As always, don't forget to join in on a variety of topics in real time at AgentNation, the only social networking site online for all kinds of travel agents. Join in now, until next week...

Travel Agent’s Japan Fam Trip

Before we began covering the Yokoso! Japan Travel Mart in Yokohama, Japan, Travel Agent had the privilege of taking part in the Hokuriku & Chubu fam trip, which took us to the lesser-known destinations of Japan including Kanazawa, Tateyama, Toyama, Shirakawago and Takayama. Never heard of these? Well, Travel Agent is here to teach you. We’ll take you through our four-day trip with hopes that you will pitch these Japanese gems to your clients.

Day One of Travel Agent’s Hokuriku & Chubu Fam Trip in Japan

The first day of our trip took us to the Kenrokuen Garden, one of the most famous floral nurseries in all of Japan. We hopped on a quick two-hour flight from the Haneda Airport and arrived at the Komatsu Airport. After a quick bus ride, we took a tour.

The best way I can describe it is like walking through a real life painting. I am not much of a flower guru so I’m not sure exactly what species I was looking at, but I can tell you the colors were something out of a Pink Floyd video. There were purples and pinks all over the place, and streams pretty much every inch of the way. The air was so crisp you felt like you had all the oxygen you needed to walk through the garden 10 times without losing your breath. The beauty about most tours we went on, including this one, was that they were just long enough to get your fix and none of them dragged on. A tour of the garden would take you about an hour or so.

Next, we toured the old Higashi Kuruwa, a high-class, eastern pleasure quarter where the geishas used to perform many Japanese fine arts. We saw several tea houses, or “Ochaya,” where the geishas used to live. Now, these houses, along with othera we saw, will look very similar to the first-time, inexperienced Japan traveler like myself, but the different history that each one offers evokes a different emotion.

We wrapped up the first day by visiting the old Samurai district and checked out a few historic houses where these tough warriors once lived. It was a surreal experience to be in the same building where some of the baddest warriors alive slept. I won’t be able to watch The Last Samurai again without thinking of these magical houses. Keep visiting as we will take you through the rest of trip. Teaser: The second day when we toured the Tateyama Kurobe Alpine Route was one of the best days of my life.