Cruise lines need to educate agents about the value of selling shore excursions to stop “pirate third-party operators stealing guests”, the boss of the world’s largest cruise company has claimed.
Carnival Corporation chief executive Arnold Donald told the Clia conference in Southampton that there was scope to improve the promotion and sales of both onboard and destination-based experiences.
“There has only been one year since 2006 that onboard revenues didn’t go up,” he said. “Despite any changes in the industry, onboard revenues have continued to grow.
“Those changes include shore excursions where you have a lot of, what we call pirates, but they call themselves independent operators, stealing our guests on shore excursions that they ought to be booking with us.
“It’s a missed opportunity for us.”
Donald said that working with agents would help customers differentiate between shore tours provided through cruise lines and others.
“Some of those tours aren’t the same,” he added. “They may go to the same places but they aren’t the same.
“They may not have the same insurance, they may not have the same quality guides and consumers buying online doesn’t know all that. We have to do a better job at that.
“There are so many opportunities on this.”
Donald went on to praise the performance of the UK market which he described as “robust” and performing well.
He claimed the UK was on a “positive trajectory from a Carnival standpoint”, but admitted that the industry needed to “manage smarter and not panic on price”.
He said it was important to “hang in there a little bit longer on price” to help drive up the average cruise fare.
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