The Escorted Report Card for Agents

The Resource for Agents on Operator Policies

2018-2019 THANK YOU FOR 100 years OF SUPPORT!

This year, Collette proudly celebrates its 100th year – and we couldn’t have made it without the support from our partners! Without you, these past 100 years at Collette wouldn’t be possible. THANK YOU for 100 years of travel together.

© Lueftner Cruises

For reservations, contact Collette at 800.611.3361 or your Business Development Manager.

CST# 2006766-20 UBN# 601220855 Nevada Seller of Travel Registration No. 2003-0279 Table of contents The escorted tour operator Report Card s Letter from the Editor ...... 4 gen t Chart One: Sales Percentage ...... 6 Chart Two: Commission Percentage ...... 7 Editorial: Escorted Tour Operators Offer New 2018 Itineraries ...... 8

Chart Three: Tour Accreditation ...... 12 A Travel ard for C t Chart Four: Commission Payment Schedules ...... 13 Chart Five: Non-Commissionable Products ...... 14 or R epor t Chart Six: Guaranteed Departures ...... 15 Chart Seven: Agent Referral Program ...... 17 our opera

Editorial: Tour Operators Meet Demand for Authentic Travel Experiences ...... 18 t

Chart eight: Consumer-Agent Issues ...... 20 t ed Editorial: Training Is Essential to Boost Land Sales ...... 24

Chart nine: Co-op Marketing ...... 26 The escor Chart ten: Types of Training ...... 27 3 Chart eleven: Fam Trip Policy ...... 28 Editorial: Overcoming the Challenges of Selling Escorted ...... 30 Chart Twelve: Fare Inclusions ...... 32 Chart Thirteen: Additional Fees ...... 34

participating suppliers Letter from the Editor 2018-2019

Dear Travel Agent,

Welcome to the first edition of Travel Market Report’s Escorted Tour Operator Report Card, and the fourth in our series aimed at providing travel agents with the policies and practices of the suppliers you work with on a daily basis.

To date, we have produced two annual Ocean Cruise Report Cards and one River Cruise Report Card and both have been well-received in the market. Following the Escorted Tour Operator version, we will release an FIT Operator edition in October of this year.

As you will see, all of these report cards seek out information about how the major suppliers in each sector of our industry interact with their most important partners, the travel professionals.

It is our intention that these report cards provide you with a resource you can use when dealing with your clients for all of their booking needs. We want you to know which suppliers truly have your best interest in mind.

We invite you to take a look and to keep a copy at your desk during your day-to-day dealings with clients and suppliers. Not all of the escorted tour operators we invited to participate chose to do so, but we’re still very excited to show you just how valuable you are to the biggest companies in travel.

We also encourage you to write us if you experience a different policy than what is outlined in the pages that follow.

Sincerely,

Kerry Tice Jess Montevago Managing Editor /Tour Editor

chart01

sales percentage Despite an increase in online bookings in other segments of the industry, travel agents continue to be the most important distribution channel for tour operators everywhere. Here’s what escorted tour operators had to say about how much of their sales come from agents: sales percentage

Escorted What percentage of your sales are from travel agents? Tour Operator

African Travel 90%

Brendan Vacations 90%

CIE Tours International 80%

Collette Vast majority

Contiki 30%

G Adventures 70%

Globus family of brands Vast majority

Insight Vacations 96%

Intrepid Travel A good majority

Luxury Gold 96%

Mayflower Tours 75%

Perillo Tours 35%

Sceptre Vacations 95%

Tauck A big percentage

Trafalgar 85% chart02 s commission percentage gen t Is your commission range What is your Is there a maximum different if an agency Escorted base commission commission percentage

belongs to a marketing A Travel ard for

percentage? you pay? If so, what is it? C Tour Operator group or consortium? t

African Travel 10-15% 15% on land or R epor t

Brendan Vacations 10% 15% our opera CIE Tours International 10% N/A t t ed Commission levels vary based 10% Collette on partnership level

Dependent on other aspects The escor 10%, airfare of the preferred agreement, Contiki is maximum

including co-op marketing 7 5% commission agreement, fam seats, etc.

Dependent on the contract Varies G Adventures signed with consortiums

Globus family of brands 10% 18%

Insight Vacations 10% Varies

Intrepid Travel 10% Varies

Luxury Gold 10% Varies

Mayflower Tours 10% 15%

Perillo Tours 12% 15%

Sceptre Vacations 10% land, 5% air 15% land, 5% air

Tauck 10% 15%

Dependent on the contract 10% Trafalgar signed with consortiums Escorted Tour Operators Offer New 2018 Itineraries by Jessica Montevago

From Africa to Ireland, Italy to the U.S., new guided tours with well-known companies are available to match with virtually every traveler’s taste and budget.

African Travel Serengeti in search of the Big Five. Glasgow, Inverness, St. Andrews and Among new itineraries offered The tour is capped off with three Edinburgh at courses such as the by African Travel, this year, is the luxurious nights in Zanzibar. Prestwick or Muirfield. culinary-focused A Taste of South Africa. Over the course of 10 days, Brendan Vacations CIE Tours travelers meet bakers, grocers During the new tour operator’s Taste Family Collection Guided Vacations and fine food purveyors, as well of County Cork, travelers visiting has been introduced by CIE Tours, as visit farmers’ markets in “The Ireland go to the medieval Old Town, featuring activities for the entire Mother City.” They explore the oldest the university, City Hall, Shandon family ages eight and up. New tours wine regions of Stellenbosch and Bells and the English Market. They in Scotland include an off-the-beaten- Constantia and experience wildlife also experience the famous Jameson path journey to Scotland’s remote encounters on in the Sabi Sabi Whiskey headquarters and their Outer Hebrides islands, with local Private Game Reserve. largest distillery; have a chance to experiences such as a Harris Tweed The Ultimate South Africa kiss the famed Blarney stone; and weaving demonstration, learning itinerary kicks off with privately enjoy a full-day around about gin and whisky production guided sightseeing tours, including the Beara Peninsula, taking in the at the Isle of Harris Distillery, a spectacular helicopter flight along magnificent landscapes of the and a Scottish evening with live the sparkling coastline, during four southwest coast. entertainment and traditional foods. A nights in Cape Town. Travelers go The new nine-day Golf on the five-star luxury tour with castle stays, on twice-daily safari game drives Emerald Isle Travel stops in Dublin, Scottish Supreme, was added as well. through Kruger Private Reserve Wicklow, Killarney for tee time before making their way to a two- and sightseeing. Each day offers Collette night stay at the exclusive Victoria the option to either play an iconic Collette will begin incorporating Falls River Lodge Island Treehouse golf course — like Portmarnock, more than a dozen culinary Suites in Zimbabwe. Ballybunion, The Royal Dublin, experiences on select itineraries. The third new addition, Enchanting and the newly renovated Adare The tours feature meals hosted by a East Africa, takes guests on safari Manor golf club — or see Ireland’s local family, cooking classes and in the rich grassy plains of Kenya’s breathtaking sights. Scottish Kilts demonstrations with local chefs, and Maasai Mara and Tanzania’s and Clubs offers a golf tour through sampling regional cuisine. s gen t ard for Travel A Travel ard for © vvoe/Shutterstock.com C t or R epor t The operator is also launching Insider travel style replaces the three new tours: The Northern Lights Easy Pace style and allows travelers ...new guided tours of Finland; The Novelties of Northern to delve deeper into a destination

with well-known our opera Spain; and Switzerland, Hidden for three nights. The itineraries are t Majestic. Highlighting Finnish culture designed for flexibility, allowing

companies t ed in Helsinki and the wilderness travelers to curate their trips to their in Lapland, during the eight-day personal preferences and passion are available to Northern Lights of Finland tour, points. match with virtually

guests go on a reindeer safari, lead a The escor dog sled team, and set out on nightly G Adventures every traveler’s taste

searches for the best views of the New small-group tours from this 9 northern lights. adventure operator include the and budget. six-day Southern Tanzania Safari, Contiki which takes travelers off the usual “undiscovered Italy.” The nine- For 2018, Contiki introduced safari track to the southern circuit day Hidden Treasures of Southern more than 26 new and improved of Tanzania, where the reserves and Italy ventures from the caves of itineraries, along with a partnership national parks are remote and much Castellana Grottem to the streets of with EatWith. Based on consumer less frequented by tourists. Alberobello and through Old Town demand, the new advancements Along the southern coast of Sri Bari. A leisurely day in Sorrento focus on flexibility and local Lanka, the Sailing Sri Lanka itinerary provides a gateway to the scenic immersion. They expand across stops at the old trading fort of Galle, Amalfi Coast. the trendiest destinations for remote beach towns, and the fishing Venturing to an island in the heart Millennials, including Nice, village of Kudawella before heading of the Mediterranean, The Sicily Copenhagen, Budapest, Mykonos, back to Mirissa. itinerary includes visits to Palermo’s Amalfi Coast, Iceland, Ibiza, Porto The Hawaii Multi-Island markets, the Valley of the Temples and more. Adventure tour visits four islands (dating back to the 6th century B.C.) Contiki also just rolled out a new over two weeks, with activities in Agrigento, Ragusa’s oldest district voluntourism trip extension on such as watching surfers on Oahu’s called the IBLA (a UNESCO World their Eternal India itinerary. North Shore; visiting Kualoa Ranch, Heritage Site), and the majestic Travelers can extend their trip for where Jurassic Park was filmed; and Mount Etna in the Taormina Riviera. four days to immerse themselves attending a luau in Maui. deeper into the Indian culture, Insight Vacations volunteering and exploring the Globus Eight new 2018 European Discoveries Rajasthan’s rural countryside. This year, Globus and Cosmos trips range from 9-19 days, with Additionally, a new Independent introduced eight vacations exploring engaging experiences, including

continued on page 10 either Dine-at-Home or Farm-to-Table to the public, and enjoy a private They also dine at legendary Taipei dining and opportunities to meet tour of the Bramante Staircase with institutions, including the Ding Fung locals. The Taste of Europe journey, spectacular views over the Vatican and long-running Shin Yeh. for example, introduces guests to a Gardens. Other new itineraries Swiss Ranger on top of Switzerland’s include European Flair, Splendid Luxury gold soaring Mount Stanserhorn and a Europe, European Discovery, and Luxury Gold introduced nine new gondolier in Venice. Mediterranean Journey. itineraries this year, including On Discover Europe, guests meet its debut in South Africa, as well a castle owner in the Rhine Valley Intrepid TRAVEL as in trending destinations such and enjoy dinner at a family home in The new Real Food Expedition in as Scandinavia, Croatia, and beautiful Budapest; while on Flavors Taiwan gives an in-depth tour of one Montenegro. The company also of Europe, they go on an intimate of the most exciting culinary scenes added Japan to its portfolio. gourmet of a local in Asia. Travelers roll their own Xiao The brand also introduced the Parisian neighborhood. Long Bao (steamed soup dumplings) in Chairman’s Collection, available for Travelers on European Dream join Taoyuan and sample a spread of local 12 departures on six itineraries in a local expert for an excursion to the produce in Yilan, from spring onion France, Italy, and Austria. Curated Vatican Museums before it opens to organic tea to boutique whiskey. by Stanley Tollman, the selection of new experiences provide exclusive, the historic town and Hadrian’s a special excursion atop Athabasca one-of-a-kind . It includes Villa, a hands-on cooking class, and Glacier, a float trip down the Bow experiences like lunch with an Italian accommodations at the five-star River, a guided walk around Lake

count at his grand Tuscan villa; a visit Grand Hotel Via Veneto. Louise, a private whale watching s to the gardens of Alnwick Castle with cruise, and a visit to a wildlife park the Duchess of Northumberland; Sceptre Vacations (home to wolves, a cougar, grizzly gen t dining with a French noble at Paris’s Sceptre continued to develop its golf cubs, moose and other oldest cafe; and a cocktail reception and private chauffer offerings this local residents). with Princess Anita von Hohenberg at year. On Ireland’s West Coast Gems, Artstetten Castle. the golf vacation package has five- star accommodations in Killarney ard for Travel A Travel ard for

Mayflower Tours and tee times at the Killarney Golf Culinary remains C Mayflower Tours is rolling out & Fishing Club, Lahinch Golf Club t several new products for 2018/2019, and Ballybunion Golf Club. Or, on a popular trend including Taste of Spain, Essence of England and Wales Chauffeur, a

for travelers. or R epor

Panoma, and Japan – Land of the trained professional drives guests t Rising Sun itineraries. Domestically, through the busy streets of London the tour operator introduced Spring to the purity of the Snowdonia Blooms in the Historic East, with National Park in Wales. Trafalgar our opera seats at Washington, D.C.’s, National Trafalgar bolstered its offerings t Cherry Blossom Parade and tours Tauck for its top two selling destinations, t ed of other historic sites. Winter in Three new land tours are being Europe and the U.S., respectively. Yellowstone features the National offered this year in North America: Travelers tour Western Europe on Elk Refuge and Jackson Hole; and Mythic West: Montana, Yellowstone the five-night Madrid Explorer or

Alaska the Great Land explores & the Tetons; Canadian Rockies, the eight-night Great Iberian Cities The escor the region’s mountains, glaciers, Whistler & Victoria; and One Nation: — stopping in Barcelona, Madrid, and abundant wildlife. Other new The Washington, D.C., Event. Toledo and Seville. The new nine-day tours include Journey Around The latter is an expansion of Tauck’s journey through Norway’s natural 11 Lake Michigan, Florida Adventure, partnership with filmmaker Ken splendor and majestic fjords includes Christmas in Williamsburg, and Burns, who gives the keynote an exclusive Be My Guest dinner Canada’s Golden Triangle. address during a cocktail reception with the Øvre-Eide family at their inside the National Archives. home, which has been a working Perillo Tours Other evenings include a lecture farm since the time of the Vikings. Perillo began offering escorted by noted Abraham Lincoln scholar The company also introduced the tours to the Mediterranean island Harold Holzer and a farewell five-night Berlin Explorer. nation of Malta this year. The three- black-tie gala with music, dinner Stateside, travelers discover the night Perillo Tours Malta Extension and dancing inside the National West’s natural beauty on the Geysers touches on Malta’s landmarks on Building Museum. and Glaciers itinerary, including guided excursions, including The Tauck and Burns are also taking in majestic mountain scenery Blue Grotto, a popular swimming and launching a new co-crafted Mythic in Grand Teton National Park; scuba-diving spot with azure water West: Montana, Yellowstone & spouting geysers and turquoise hot and luminescent coral; the capital city the Tetons. During the eight-day springs in Yellowstone; the Rocky of Valletta, a UNESCO World Heritage itinerary, guests visit the Western Mountains; and ancient glaciers in Site; and the “silent city” of Mdina — Heritage Center, tour the historic Glacier National Park. Adventurers the island’s capital from antiquity to Little Bighorn Battlefield National can also explore the Golden State on the medieval period. Monument, explore Yellowstone the nine-night Coastal California with Among the new itineraries National Park, and attend an Yosemite National Park; or venture added to Perillo’s bread-and-butter exclusive tour and reception at the down south on the seven-night Heart Italy portfolio is Deluxe Roman National Museum of Wildlife Art. of the South with the Great Smoky . The eight-day journey The 12-day Canadian Rockies, Mountains and 16-night Spirit of the includes a day in Tivoli to explore Whistler & Victoria journey includes South journeys. chart03

tour affiliations

Escorted ASTA USTOA IATAN Tour Operator

African Travel

Brendan Vacations

CIE Tours International

Collette

Contiki

G Adventures N/A

Globus family of brands

Insight Vacations

Intrepid Travel

Luxury Gold

Mayflower Tours

Perillo Tours

Sceptre Vacations

Tauck

Trafalgar Tour Operator commission payment schedules chart 1  Globus family of brands Varies byagency/consortia CIE ToursInternational 04 Brendan Vacations Sceptre Vacations Escorted Insight Vacations Mayflower Tours Intrepid Travel African Travel G Adventures Perillo Tours Luxury Gold Trafalgar Collette Contiki Tauck

P 3 days after theguests ontour depart Processed onthe1st and15thof themonthpost departure P Within 3weeks after completion of travel Approximately two weeks after clienttravels P Approximately two weeks after clienttravels Approximately two weeks after clienttravels Generally after clienthastraveled Within 30days of travel A 10 days after completion of travel When clientsdepart Week of client’s departure fter travel ayment isprocessed whentripdeparts ayable onthefirst week of themonth following theend of the tour (after clienttravels) ay agents duringthemonthof clienttravel What isyour schedule for paying travel agents commission? maintain astrictscheduleforpayingagentstheirfairshare. commission checksthatareduethem.Mostofthetouroperators Few thingsaremoretroublingforagentsthanhavingtotrackdown commission schedule 1

13 The escorted tour operator Report Card for Travel Agents chart05 s gen t non-commissionable Products Tour operators surveyed pay agents commission on most, if not all, items in which they play a role. Here’s what some tour operators say they don’t pay agents for: ard for Travel A Travel ard for C t

non-commissionable products or R epor t Do you offer products and What services and products Escorted services to consumers that aren’t are included in your commissionable to travel agents? non-commissionable fees? our opera Tour Operator t t ed African Travel Volunteer activities and permit fees

Brendan Vacations The escor

CIE Tours International 14

Collette

Contiki Taxes, port charges, optional excursions

G Adventures

Globus family of brands Pre-paid options

Optional excursions sold by tour director in Insight Vacations the destination

Intrepid Travel

Optional excursions sold by tour director in Luxury Gold the destination

Mayflower Tours

Perillo Tours Pre- and post-tours

Sceptre Vacations

Tauck

Optional excursions which are purchased Trafalgar while on trip Guaranteed departures chart06 Generally speaking, guaranteed departures will not be canceled on the day they are scheduled due to lack of bookings, but

policies vary among escorted tour operators. s gen t ard for Travel A Travel ard for C guaranteed departures t or R epor t Escorted Do you guarantee departures for escorted tours? If not, what happens to Tour Operator travelers who have committed? our opera t

African Travel – we offer locally hosted tours; these departures are guaranteed with a minimum of 2 guests. t ed

Brendan Vacations – but if a departure doesn't meet minimum count, client will either receive a full refund or be offered a similar trip. The escor CIE Tours International 15 Collette

Contiki – we cover all change/cancel fees and reprotect on another departure date or completely new itinerary for travelers who purchase their air through Contiki

G Adventures

Globus family of brands

Insight Vacations

Intrepid Travel

Luxury Gold

Mayflower Tours

Perillo Tours – on certain dates

Sceptre Vacations N/A

Tauck

Trafalgar – when a departure meets operating minimums Travel changes people, and people change the world. When you book with G Adventures, you put your travellers in touch with a side of the world they’d never meet on their own through genuine encounters with the people and places that make our planet worth exploring.

Travel has the power to make the world a little more perfect for everyone.You are an agent of change. Let’s change some lives together.

Discover the benefits of working with G Adventures gadventures.com/sherpa chart07 s gen t ard for Travel A Travel ard for C agent referral program t

Does your website/company

If yes, how do agents get or R epor have a referral program t Escorted onto the referral/preferred list? Tour Operator for preferred agencies? our opera

African Travel Launching in 2018 t t ed Brendan Vacations N/A

CIE Tours International N/A The escor

Collette Preferred agencies are listed in

Collette’s Agent Finder 17

Contiki N/A

Any agent can sign up to Sherpa whether G Adventures they are an independent agency or part of a bigger consortium.

Become specialist, produce minimum Globus family of brands $7,500 annually to be listed and produce $20k annually for “Clink to Connect”

Insight Vacations N/A

Intrepid Travel N/A

Luxury Gold N/A

Mayflower Tours N/A

Perillo Tours N/A

Sceptre Vacations N/A

Tauck N/A

Trafalgar N/A Tour Operators Meet Demand for Authentic Travel Experiences by Kerry Tice

Experiential travel brings the history and culture of destinations to life, from learning to cook paella from a chef in Spain to meeting a samurai warrior in Japan.

As an increasing number Gold, two escorted brands under with either brand are given of travelers seek out authentic The Travel Corporation (TTC) unprecedented admittance to experiences, suppliers are heeding umbrella, have both pushed beyond vineyards, bakeries, the call. Extensive research of the the envelope when it comes to and farms, bringing the history and trend is driving implementing experiential travel culture of each destination to life the introduction of more diversified by giving guests behind-the-scenes through food. products from escorted tour access to local attractions, farms, and For example, Insight Vacations operators, who are determined to local people for hands-on learning offers guests in the village of show visitors their destinations in an experiences. Saumur, France, the chance to entirely new light. Particularly with their epicurean discuss grape varieties and local Insight Vacations and Luxury itineraries, guests who travel terroir with a resident wine expert Regardless of the type of experience, the focus for operators is on keeping the s itineraries distinctive gen t and unforgettable. ard for Travel A Travel ard for

while sampling the wines of the more about experiences over things, been up year-over-year,” said Diana C Loire Valley. And while on the and that they have a strong desire Ditto, director of product design for t “Highlights of Spain” journey, to try new adventures and see new Collette. The operator also recently guests can meet the chef at a local corners of the world. rolled out new culinary-focused or R epor

family-run restaurant in the heart of As a result, Intrepid developed tours, featuring meals hosted by a t Valencia and learn the traditional three distinct themed itineraries that local family, and cooking classes recipe for paella during a cooking their research showed clients were and demonstrations with local chefs demonstration. looking for, namely “Real Cycling with cuisine sampling. For example, our opera

Experiences like these are also Adventures,” “Real Food Adventures” in Vietnam, guests can visit a local t available through Luxury Gold, and “Family Adventures.” market and shop for ingredients to t ed whereby a guest touring in Japan In addition, for seasoned travelers create their own meal. can see a performance by a samurai looking for more off-the-beaten-path warrior and then have an exclusive experiences, the company has some Dispelling the

meeting with him to learn how limited-edition Expedition trips that escorted tour myths The escor this specialized martial art has venture to the world’s most remote Ditto said experiential products been passed down through many places. Set to depart in 2018 and give travel agents the opportunity generations. Meanwhile, in New 2019, these itineraries will explore to “debunk” many of the myths 19 Zealand, guests can have lunch with destinations like the Congo Basin’s associated with guided travel, a retired champion horse jockey and tropical rainforests and the remote specifically for those who may be hear his racing tales. Siberian Peninsula. hesitant to take a group tour because Regardless of the type of “Intrepid Travel has seen a 66 they consider it too rigid. experience, the focus for operators is percent increase in bookings from “We know that the added bonus on keeping the itineraries distinctive North Americans on our authentic, of having a tour manager far and unforgettable. experience-rich trips in the past two outweighs the benefits of traveling “Whether it’s an expert chef years alone,” said Leigh Barnes, alone, but what many don’t know showing you how regional Tuscan Intrepid Travel’s regional director for is how much goes into finding the specialties are made, or a private North America. “There is a trend in perfect experiences for our guests. viewing of the Ceremony of the people looking to have more of a Our tour designers spend over 100 Keys in London, travelers get unique sense of purpose, and they are now days on the road, creating unique experiences that they wouldn’t get using experiential travel as a way to experiences that just can’t be booked if they were traveling on their own,” achieve this.” through research,” Ditto said. said Phil Cappelli, president of And while the trend towards With an abundance of experiential Insight Vacations and Luxury Gold. experience-based vacations is not products on hand, suppliers are new, it has certainly picked up doing their part in meeting the Exploring new speed recently. In fact, Collette first demands of today’s traveler. Their corners of the world introduced its exploration line back in advice to agents: take advantage of For Intrepid Travel, introducing 2008 and, like Intrepid, the operator’s these vast experiential offerings and product around this trend was the own recent research solidified its focus on each client’s personal travel result of a OnePoll research study the decision to relaunch the immersive preferences. Whether it’s adventure, company commissioned this year experience line later this year. wellness or culinary, there’s bound to that found North Americans care “Our explorations growth has be an experience they are seeking. chart08

consumer-agent issues Do you currently take consumer When marketing to agency clients, email addresses from travel agent do you include the booking Escorted bookings to use for direct-to-consumer agency’s call to action? Tour Operator marketing campaigns?

African Travel

Brendan Vacations 1

CIE Tours International

Collette 2

Contiki 1

G Adventures

Globus family of brands 1 N/A

Insight Vacations

Intrepid Travel 1

Luxury Gold

Mayflower Tours

Perillo Tours

Sceptre Vacations N/A

Tauck 1

Trafalgar 1

1 Mainly for registration and emergency communication; not used for direct to consumer marketing 2 The Call to Action is always back to the booking agent chart08 s consumer-agent issues gen t If you do direct-to-consumer Do you pay commissions on marketing, do you include a non-refunded cancellation Escorted “call your travel agent” call to monies paid? action all of the time?

Tour Operator A Travel ard for C t African Travel 4

Brendan Vacations or R epor t

CIE Tours International 5 our opera Collette 6 t t ed Contiki 7

G Adventures The escor

Globus family of brands 21

Insight Vacations

Intrepid Travel

Luxury Gold

Mayflower Tours 3

Perillo Tours

Sceptre Vacations N/A

Tauck 8

Trafalgar

3 Case by case 7 Our trips are fully refundable up to 45 services, at this point, commission would days prior to departure (excluding the be applied at 10% to any amount not 4 Only on cancellations at 100% deposit which can be used toward a future refunded. 5  If insurance is purchased, up to trip) so no, we don’t protect commission 8 On penalties withheld cancellation fees as the money is refunded to the client. 6 Commissions are protected on Cancellations within 45 days are charged 100% penalties varying fees due to suppliers billing us for chart08 consumer-agent issues Can commissions be Do you allow agencies to Do you allow agencies to netted against checks in Escorted mark up any fares? rebate to their clients? Tour Operator a weekly summary?

African Travel

Brendan Vacations

CIE Tours International 9 N/A

Collette N/A

Contiki 12

G Adventures N/A

Globus family of brands

Insight Vacations 10

Intrepid Travel

Luxury Gold 10

Mayflower Tours 11

Perillo Tours 11

Sceptre Vacations

Tauck

Trafalgar 10

9 Custom group tours only 11 Not encouraged, but have no control over 12 We can support a variety of payments agencies’ policies depending on the agreement with 10 Some agency partners have this business the consortia. We do not have special model, but they are not allowed to payment plans for individual agencies. advertise the discount chart08 s

consumer-agent issues gen t Do you prominently display the Do you add a surcharge on credit cards agency's name and phone in Escorted to cover merchant fees? Tour Operator confirmations and documents? ard for Travel A Travel ard for C t African Travel

Brendan Vacations 13 or R epor

t

CIE Tours International 14 our opera Collette t t ed Contiki

G Adventures The escor

Globus family of brands N/A 23

Insight Vacations

Intrepid Travel

Luxury Gold

Mayflower Tours

Perillo Tours

Sceptre Vacations

Tauck

Trafalgar

13 Available for FIT, not guided tours 14 On supplemental billing for groups only Training Is Essential to Boost Land Vacation Sales

by Jessica Montevago

Major tour operators are offering updated resources to give travel agents the tools they need to stay current on itineraries and promotions, and to receive rewards.

Having a diversified portfolio of stay up-to-date on itineraries and travel products to offer clients can Having a diversified promotions, as well as to qualify be a key strategy in keeping them portfolio of travel them to be rewarded through special happy. One tried-and-true way that benefits and incentives. travel agents can develop a good products to offer clients Collette is in the midst of understanding of the numerous land can be a key strategy in developing a new e-learning system, vacations on the market is to take keeping them happy. going live this fall, as it looks to advantage of the new and updated improve the overall user experience. training programs being offered Its current course educates agents by tour operators, as they invest in Educational opportunities on both selling tactics and Collette’s more support for their trade partners. give agents the tools they need to various product lines. Meanwhile, earlier this year, the Globus family of brands unveiled a new training program for all four brands — Globus, Cosmos, Monograms and Avalon Waterways. It is available for agents via their desktop or a mobile/tablet app; and provides progressive online

learning tools to help them retain s and apply the information with selling tips, client profiling tools gen t and destination information to help grow their business. “With so many new products, and emerging destinations, we want to ensure our agents are always on ard for Travel A Travel ard for

the cusp of innovation as it relates C to Globus, Cosmos, Monograms Participants represent the top luxury t and Avalon Waterways,” said agencies and are typically the highest Vanessa Parrish, channel marketing or R epor manager for the Globus family of producers in their respective markets. t brands. “Continuing education is so very important to the travel agent community, and it is why the Globus our opera family continues to invest in best-in- added one new DSM to its staff of which incorporates classroom t class learning tools.” 16 available to the retail travel trade modules, roundtable discussions, t ed The other important resource nationwide, as well as a senior on-tour experiences, and signature for advisors is their District Sales development manager dedicated to “sparkling events.” Managers, who can work with agents host accounts. Travel advisors are hand-

one-on-one to schedule sales calls, Insight and Trafalgar – both selected to participate in Tauck The escor events, webinars, conferences and under The Travel Corporation’s (TTC) Academy based on booking tradeshows. Mayflower Tours, which umbrella of travel brands – are also performance with the tour operator focuses on groups, has sales managers a part of the company’s recently or potential to achieve as identified 25 available to conduct trainings as well as introduced online learning platform, by Tauck staff or industry leaders. presentations for agencies. TTC Academy. It provides one central Participants represent the top “Relationships are key, and location for advisors to take courses luxury agencies and are typically training is a great opportunity to start from Trafalgar (which has two up the highest producers in their building that District Sales Manager/ and a third under development), respective markets. Travel Advisor relationship.” said Contiki, Luxury Gold and Insight “Tauck Academy offers agents Shannon McGee Whitebread, Vacations. Each course provides an a high-touch, personal connection director of sales for Insight Vacations. in-depth look at the brand and offers with Tauck and has an experiential Insight’s DSM team is available the best selling practices. element to it as well, while the to do training with agents Two courses about travel online specialist training is shorter, whenever and where ever it is most to Africa are also underway. In delivered virtually, and is available convenient for them, whether it be addition, the company introduced on demand to provide greater in office, in a coffee shop, with a its first parent company course, accessibility,” said Kaci McAllister, group, or one on one. They also set called TTC: Your Best Trade Partner, director of sales and marketing up general training events. “It is as highlighting their diversity of for Tauck. “These two platforms important to strengthen your sales immersive travel experiences. combined allow us to reach the skills as your product knowledge, With Tauck, travel advisors widest audience, and we have seen which is why we include a bit of who complete the five-module outstanding results with both. sales training in all of our sessions,” online specialist course gain McGee Whitebread concluded, McGee Whitebread added. exclusive access to the Tauck “We work in an industry that can Trafalgar, too, sees the Agent Rewards promotions; and an change minute to minute so it is importance of this partnership and exclusive invitation to participate important to stay on top of trends continues to grow its team. It has in an upcoming Tauck Academy, and new offerings.” chart09 co-op marketing  Do you Escorted provide co-op How does an agency qualify? Tour Operator marketing?

African Travel Performance results

Agency must have positive production and present a compelling sales Brendan Vacations and marketing strategy.

CIE Tours International 1 Through the local director of sales

Collette Revenue/performance

Part of preferred agreements with partners, generally a percentage Contiki of gross sales.

G Adventures Contact local global purpose specialist (BDM)

Globus family of brands Plan agreed upon with agency and BDM

Insight Vacations Contact business development manager

Intrepid Travel Based on varying contracts

Luxury Gold Contact business development manager

Mayflower Tours Based on production levels; can earn up to 1% of total sales as co-op

Approved on a case-by-case basis; agency must share 50% of the Perillo Tours marketing costs.

Sceptre Vacations Contact business development manager

Tauck Contact business development manager

Developed with all preferred partners based on previous year’s sales Trafalgar revenue. Individual agencies can work with local sales manager.

1 For group bookings only chart10

training Training is the bedrock on which agents build their business. Knowing a product inside and out is the first step toward s

being able to recommend and then sell it. Here’s what the tour gen t operators have to offer in terms of training for travel agents: ard for Travel A Travel ard for C types of training t Tele- Certification Seminars in Regional Video conference/

Escorted program as or R epor agency office? seminars? seminars? webinar t specialists? Tour Operator training?

Launching

African Travel our opera Q1 2018 t

Brendan Vacations t ed

CIE Tours International The escor

Collette 27 Contiki

G Adventures

Globus family of brands

Insight Vacations

Intrepid Travel

Luxury Gold

Mayflower Tours

Perillo Tours

Launching Sceptre Vacations Q3 2018

Tauck

Trafalgar chart11 fam trip policy

Escorted What is your fam trip policy for travel agents? Tour Operator

African Travel 25% discount on full brochure itineraries for agent and companion

Brendan Vacations Requirement to complete the academy online course

CIE Tours International 30% discount for agent and one companion on land only

All agents can apply to travel on collette familiarization trips, agent rates available for Collette Collette specialists who complete e-learning modules

Free fams for preferred agency partners and paid fams for other agency partners at a deep Contiki discount; must complete the ContikiU e-learning “core” courses to be eligible

G Adventures Every region has a different policy, including general agent fams and partner fams

Globus family of brands Agent must be employed with agency, producing more than 4 traveled passengers annually to qualify

Insight Vacations Must be a producing agent and have taken e-learning program

Every region has different policies, we offer agent discounts for all agents, plus additional Intrepid Travel dollar-value discounts based on agent sales

Luxury Gold Must be a producing agent and have taken e-learning program

Mayflower Tours Promote specific dates for fams, agents have to request to join

Perillo Tours 30% discount on land portion of any tour

Sceptre Vacations Offered to agent partners in the fall and spring of each year

Fams have been replaced with agent rewards program, which allows agents to earn points based Tauck on traveled passengers to apply towards their personal travel with Tauck

Trafalgar Dsms review their applicants and choose based on selling history and future potential

Overcoming the Challenges of Selling Escorted Vacations

by David Cogswell

From new ships and itineraries to over-the-top entertainment and amenities, the cruise industry is offering something for every guests’ taste and budget.

There are many advantages for and not have a unique experience. “We get this sort of pushback travel agents to sell escorted tours Depending on the tour operator, I all the time about tours,” said or guided vacations. There are guess that could be true to an extent. Dan Austin, president of Austin challenges, too, but it is worth the But if it’s not, you can educate them Adventures. “Of course, the number effort to surmount them because about it, and make them understand one solution is always a basic quality escorted tour programs are ideal in that you miss the highlights of a sales process, meaning accept the many ways. The primary challenge destination by not taking a tour.” fact that the concern of fear is there for the travel agent is the same as While many people imagine — and real — and work to educate for the tour operator: people don’t guided touring to be like the 1960s and overcome. People buy from know what tour operators do. It’s a movie “If It’s Tuesday This Must Be people they trust. You have to build problem of education. Belgium,” tour operators have been that trust.” “You have to educate them on refining their craft for decades to The travel agent is the necessary what an escorted tour is,” said Steve banish that image from history. bridge between the wholesaler and McSwain, owner of Arta Travel in They can’t shake it, so the problem the public. Plano, Texas. “There are common of perception remains. And the “Some of the challenges I misconceptions, this concept that chosen solution of tour operators is encounter are normal concerns,” said you’re going to be stuck on a communication through the national Claire Schoeder, of Travel Edge in and be herded around like cattle network of travel agents. Atlanta. “People ask, ‘Why should the Tauck, the Connecticut-based tour operator. “So for us, so much of it is about the experiential elements of the program and how unique they are and how exclusive they are.”

The prospects for s return customers

For tour operators, the big hurdle gen t is getting people to take their first escorted tour. If it is a quality program and well-suited to the client’s preferences, they will discover the many joys of escorted ard for Travel A Travel ard for

travel and it will wipe away their C misconceptions. Their sales t resistance will be gone. They will become return customers and will or R epor

provide what Tauck calls an “annuity.” t But getting them to take that first tour is the most difficult thing. It is because of this problem that our opera

tour operators are among the best t industry partners for retail travel agents. The tour segment of the t ed industry is fragmented and highly diverse. Each operator approaches

each destination in a highly The escor bus be delayed for the same people the myths associated with guided individual way. No tour operator has who are always late?’ I try to find travel – specifically for those who any hope of monopolizing a market, out guidelines from tour companies. may be hesitant to take a group as a few airlines have done. Their 31 Some have rules in place and others tour because it’s too rigid,” said products are not commodities that say they deal with it if it happens.” Courtney Iannuccilli, vice president are all essentially the same. of marketing at Collette. “We also The tour operator needs the Many choices for know that the added bonus of having travel agent to be their reach into group travel a tour manager far outweighs the the far corners of the U.S., to Today, tour packages are available benefits of traveling alone. But what explain to prospective customers to satisfy any desired degree of many don’t know is how much goes what they actually do. To the tour independence. into finding the perfect experiences operator, the travel agent is golden. “The primary problem with for our guests.” Tour operators are not looking to cut selling an escorted tour is that Learning about the range of commissions. They are looking for people don’t think they have enough product available is the first step to ways to help agents stay in business free time,” said Beth Baran, owner of selling tours. The other basic staple because without agents their Traveleaders in Mason, Ohio. “You of education is to learn to clearly businesses will die. have to explain what the tour is. explain the advantages of group The problem is one of education. What’s good about escorted touring travel over independent travel to a To partner with tour operators, is maximizing time in the destination, client. Once the initial sale is made, travel agents need to educate going to see all the most important clients tend to lock into return themselves on the different kinds of highlights in whatever area you are business with some regularity. tour programs that are available so in. You’re not going to have to wait “It’s really all about how you they will know what kind of program in line to enter any venues because make the experience more personal would fit a particular client. They you’ve got agreed-upon entry times.” and intimate and offer better service need to understand the benefits “We’re actively engaging with within the movements of a program of group travel, and they have to travel agents in order to give them that happens with others,” said Steve develop the vocabulary for getting the opportunity to debunk many of Spivak, vice president of sales for that knowledge across to clients. chart12 what does your fare include?

Escorted Base Fare Government Taxes Meals Tour Operator

African Travel 1

Brendan Vacations

CIE Tours International 2

Collette 2

Contiki 2

G Adventures 2

Globus family of brands N/A N/A

Insight Vacations 1

Intrepid Travel 2

Luxury Gold 1

Mayflower Tours

Perillo Tours

Sceptre Vacations 6

Tauck

Trafalgar 2

1 Depends on the tour/itinerary 4 At an additional cost 7 Internal airfare, not airfare to get to the start point 2 Some included 5 With groups 8 With some restrictions 3 With airfare purchase 6 Custom to suit chart12

what does s your fare include? gen t

Hotel Gratuities Transfers Escorted Accommodations ard for Travel A Travel ard for

Tour Operator C t

African Travel or R epor Brendan Vacations 2 1 t

CIE Tours International 3 our opera t Collette 3 t ed

Contiki 4 The escor G Adventures 1

Globus family of brands 5 3 33

Insight Vacations 2 7

Intrepid Travel

Luxury Gold 2

Mayflower Tours 3

Perillo Tours 2

Sceptre Vacations 6

Tauck

Trafalgar 2 3

1 Depends on the tour/itinerary 4 At an additional cost 7 With some restrictions 2 Some included 5 With groups 3 With airfare purchase 6 Custom to suit chart13 s

Do you charge additional gen t change fees for...?

Room Room

Name? Date? Other? A Travel ard for Escorted upgrades? Downgrades? C Tour Operator t

African Travel N/A N/A or R epor t $75 service fee Brendan Vacations N/A per person on airline ticket our opera CIE Tours International t t ed Collette Varies Varies Varies Varies

N/A N/A Contiki 1 1 The escor

Adding a single G Adventures 3 supplement 34

Globus family of brands

Insight Vacations 1

Intrepid Travel N/A N/A

Luxury Gold 1

Mayflower Tours

Perillo Tours 2 2 Varies

Sceptre Vacations Varies Varies N/A N/A

Tauck N/A 4 N/A

Trafalgar Airfare

1 Outside of 45 days 3 Fee may apply within 60 days of travel 2 Air only 4 Requires re-booking operator chooses to participate. Travel Market R participate inthereportcardbut declinedand/or couldnotmeetthedeadline. Abercrombie & Kent, Adventures by the Travel Professional, ourgoal isto beyour advocate. reviews for accuracy. We hopeyou findour cardsreport useful for your business. Asthe point outthat after these suppliers respond to oursurveys, ourtravel agent advisory board consult any timeyou want to check thepoliciesof asupplier withwhomyou deal. We should By thetimewe’re done, we hopeto have amulti-volume reference you cankeep at handand suppliers we contact have responded, we feel most are represented. the suppliers inthetravel industry. We beganourresearch project in2017andwhile not allof the would behelpful to have onereference bookthat containsallthedetails of allthepoliciesof all In thecourse of brainstorming ways TMR might beof serviceto ourreaders, they suggested it These reportcards were duringameeting born of Travel Market R the secondinF industry. The first OceanR of reportcards highlighting travel agent policiesfrom companiesinallcorners of thetravel The Escorted Tour Operator R Zeina Gedeon, Travel Professionals International, eport willupdatethisdocument onourwebsite iforwhen theinformation changes oranothertour Tony Fragapane, Voyages ConciergeDeluxe ebruary, 2018. The River Cruise R Richard Vanderlubbe, tripcentral.ca, Hamilton, Ontario, Canada L Jennifer Wilson-Buttigieg, ValerieWilson ynda Sinclair, Vision Bryan Shilling, AAA Christen Perry, Classic Jennifer L Theresa Scalzitti,CruisePlanners, Coral Springs, FL Sandy Anderson, Riverdale Travel, Craig Pavlus, Pavlus eport Cardeport for Travel Agents was publishedinearly 2017, followed by And Disney, Gate 1, Ritz ee, Travel Planners International, Maitland, FL LuAnn eport Cardeport for Travel Agents isthefourth volume inourseries it’s Travel Products&Services, Heathrow, FL Travel Solutions, Lisell Travel, isell, Plano, TX all thanksto : Travel Connection, Birmingham, AL T ours, and Travel, Albuquerque, NM eport Cardeport was alsoreleased in January, 2018. Swain T oronto, Ontario, Canada Coon Rapids, MN Travel, Quebec, Canada Destinations were also given the opportunity to Travel, New York,NY T oronto, Ontario, Canada eport’s E ditorial A dvisory Board. V oice of

35 The escorted tour operator Report Card for Travel Agents 10764_07/18/18