chapter 11

travelers with disabilities: are those who have impaired mobility and require special arrangements, such as people who are blind or deaf, confined to wheelchairs or stretchers, mentally challenged, very elderly, extremely obese, or in need of oxygen or a respirator.

Americans with disabilities act: people with disabilities have the right to access the same service as those without disabilities. airlines, IATA regulations provide rules regarding accessibility similar to those in the US.

to address this last issue, some insurance companies now allow travel agencies to issue insurance policies online. many of these relatively inexpensive insurance offers from the tour or cruise company itself are not always true third party insurance but merely a waiver. of course, referring to insurance or recommending it during the sales presentation, whether in person or by phone or mail, is more effective and more clearly an offer in a legal sense.

although it is dangerous to generalize, some form of travel insurance is likely to be very desirable for: 1) any tour, cruise, airfare, or other arrangement with high cancellation penalties. 2) all charter arrangements. 3) all escorted tours when baggage maybe left out overnight for early morning pickup. 4) people with conditions or responsibilities that might hinder their departure at the last minute.

travel accident and health insurance: are often needed. it protects the insured in case of accidents and sickness at all times while away from home. neither medicare nor most private health insurance policies, however, cover the cost of medical care abroad. most travel accidents and health policies don't cover the cost of medical in extreme areas and sports you have to purchase extra insurance for those things. also, travelers can purchase additional policies that cover emergency medical transportation, which include the nearest medical facility to your home, most plans exclude preexisting conditions.

baggage and personal possessions insurance: it picks up where the responsibility of the airline, motor-coach company, or other carrier ends. some policies also cover items borrowed just for the trip. benefits are payable at actual cash value, up to specified limits. one premium covers all family members. clients should be made aware of the procedures required for reporting a loss in order to ensure payment of their claims. baggage insurance rarely has a deductible and often covers mysterious disappearances. some companies offer coverage for emergency purchases that must be made when baggage is delayed or lost.

the role of the travel counselor: travel counselors sell insurance from two types of sources: 1) insurance companies appoint travel agencies to sell their policies. 2) tour companies and cruise lines offer insurance to those booking their tours and cruises, and travel counselors can sell this insurance when they sell the tour or cruise.

but selling insurance from these sources has two drawbacks: 1) clients are not protected if the tour company or cruise line offering goes out of business. 2) the commission rate for the insurance sale is the same as for the rest of the package, which is likely to be only 10%. however, compared with insurance from insurance companies, insurance from tour or cruise companies maybe less expensive for the clients, and processing these insurance sales requires less of the counselors time.

Amtrak con..: only a limited number of accessible spaces are available on each train. accommodations can be reserved for passengers with mobility impairments until 14 days prior to departure; then the accessible bedrooms are available on a first come first served basis. travel counselors should consult the US office of the rail lines for info and should be sure that help will be available for passengers with disabilities. at the station.

car rentals: with about 48 hrs. advance notice some major car rental companies can provide cars with hand controls for physically challenged drivers, often at no extra cost. some companies specialize in renting vans designed to carry one or two wheelchair bound travelers and up to five other passengers. some small cars, particularly in Europe, don't have room for wheelchairs in the trunk.

trip cancellation or interruption insurance: it reimburses clients for.1) nonrefundable prepayments if they must cancel a trip for any reason covered by the policy.2) any nonrefundable portion of their trip and the cost of transportation home should they have to discontinue a trip. the reason for cancellation that qualify for coverage vary with the policy. a change in plans for personal or financial reasons ordinarily is not covered. some insurance companies allow trip insurance to be bought up until the day before departure. others require that the policy be purchased when the trip is booked or before cancellation penalties take affect.

coverage for bankruptcies and defaults: discussed in earlier chapters, however, protection also comes from:1) the consumer protection plan of the US tour operators association. 2) the consumers protection plan of the national tour association(NTA). it provides refunds to those who book with a company that is a member of NTA and declares bankruptcy. 3) payment by credit card. usually, if customer can provide documentation, credit card companies ensure that they don't pay for services not received.

counselors don't necessarily need to be adventure travelers themselves to sell specialty but should know which companies work with travel agencies and which don't and be familiar with the various companies and their particular products as well. if selling a dive trip, a counselor must understand that, for health reasons, a client cannot fly within 24 hrs. of the last dive. involvement in the adventure travel sector of the industry is a specialty worth considering.

cruise only specialist: a number of employees and independent contractors in the travel industry specialize in selling cruises. in fact, most successful cruise counselors don't represent all cruise lines; they carefully select a handful of companies that they would like to promote and concentrate on their offerings. of course, many of these successful cruise salespeople take cruises themselves, often as leader of their own small groups on board. some are employees of full service retail travel agencies, others maybe owners of cruise only franchise, and still others may simply be independent contractors perhaps working from their home.

when an existing tour is booked for the group, the agency receives the tour operators usual or negotiated commission rates. net rates, to set the price for trips, the travel agency must add to the net rates all of the other costs involved in the trip and its planning: tips, taxes, promotional costs, complimentary trips for the groups recruiters, and any other special items. the answer depends on many factors: complexity of planning, competition, and the expertise of travel counselors,to name a few. one rule of thumb is that when an agency does most of the planning for a fairly complex trip, the markup should be at least 20% on the net.

selling business travel: more than one fifth of US adults travel for business each year, taking more than 275 mil. trips for business purposes. compared to leisure travel, business travel tends to be far steadier in several ways:1) business travel varies less than leisure travel in many ways throughout the year.2) business travel is less sensitive to changes in the economy.3) business travel is also less sensitive to changes in price.

cruise con..: many refuse to accept the very elderly or passengers with a history of illness without a doctor's certificate. most ships will not carry animals, including seeing eye dogs, and quarantine regulations apply at international ports. the proximity of restaurants,entertainment, planned activities, and open deck space increases their independence. for the travel seller who is able to satisfy the client's needs, a these clients are some of the most loyal clients you could have.

selling to groups: travelers with disabilities and seniors citizens are important potential customers not only as individuals but also as members of groups. thousands of clubs and organizations, from the local gardening club to the high school french club to a support group for divorced fathers, as well as business are potential buyers of group travel.

honeymoon specialist: but, in reality, handling more than honeymoons. many also offer renew your vows trips, anniversary trips, or destination weddings. they must have expertise on the legalities, rules and regulations governing marriages abroad. some cities may also have agencies or key employees who are adept at counseling their LGBT clientele. agents working in this field are often heavily involved in community events in their own hometown, such as gay pride activities.

selling travel insurance: for payment, or premium, travelers can obtain insurance against many of the risks associated with traveling.1) clients have a right to know that they can protect their investment in a trip, hold the agency liable for any losses incurred if insurance is not offered.2) in many instances, travel insurance protects the travel counselor from liability.3) insurance sales can improve an agencies profitability.

using technology: the corporate counselor who can provide a high quantity and quality of service is likely to be one who is comfortable with the latest technology.much of the info about a client remains the same for every trip. GDS has its own proprietary name for these profiles, such as star from Sabre.

the client profile might include:1) office,home,and billing addresses and phone numbers.2) billing preferences and credit card numbers.3) seating preferences.4) info on membership in frequent flyer and other frequent traveler programs.5) preferred hotels, types of rooms, and special requests.6) preferred car rental company and type of car.7) special airline meal requests.

among the key needs of the business traveler are:1) prompt service.2) absolutely correct arrangements.3) the ability to change reservations at a moments notice.4) an environment suitable for concentration on business.5)special services to enable them to conduct their business.6) physical and psychological pampering.7) special amenities for female business travelers.

the companies travel needs: even the best service to individual business travelers may not be enough to retain a companies travel business. but the cost and efficiency of travel are likely to rank high on a companies list of concerns. negotiations with vendors assume importance in part because many special deals are available for corporate travel. a specific company may negotiate with a supplier for discounts available to all of that companies travelers when they use that suppliers services; this is known as a company negotiated rate, these are rates available to all business travelers who book the suppliers service through that travel agency.record keeping is another tool for controlling costs. thus the company can see just how much money is being spent and spot inefficiencies.analysis of travel costs can help a company design effective travel policies.

hotels: if no accessible rooms are available on the ground floor, elevators must be large enough to accommodate a wheelchair. US hotels are required to provide equipment such as text telephones and flashing lights for alarms and doorbells. of course, for travel aboard, conditions in each country must be checked carefully.

cruises: they traditionally have not been covered by US laws such as the Americans with disabilities act. nevertheless, courts have ruled favorably on lawsuits aimed to force cruise lines to comply with the act. a statement that a cabin or certain public rooms are accessible leaves many unanswered questions. narrows cabin doors and narrow passageways may restrict the ability to maneuver wheelchair around the ship. at some ports where seas are rough, transporting wheelchair passengers to tenders maybe impossible.

soft adventure: perhaps some daily exercise followed by a bit of village browsing, a glass of wine by the fireplace, dinner and overnight in a cozy inn.

cultural adventure: is for those who still like to learn, get off the beaten track, and meet interesting people but whose energy and activity level is limited.

specialized sales: there are clients who are looking only for efficient delivery of an airline ticket at a good price and others who are hoping for inspiration in choosing the trip of a lifetime. this chapter addresses these and similar questions, examining the special needs of different clients and situations.

customizing sales and service: but even specialists must deal with people who have varying needs and problems. should be prepared to recognized some key variations in demands of selling situations.

meetings and conventions: the suppliers for meetings include companies that provide the physical facilities as well as those that provide the many services used at meetings. meeting planners, act as intermediaries, conveying to suppliers the wishes and requirements of the sponsor of the meeting. planners involved in large conventions often work as much as five years in advance, booking convention centers and a city's hotel facilities.the field is both specialized and broad.

depending on the size and duration of the meeting, as well as the buyers wishes, the functions of the meeting planner might include the following:1) clarifying the goals and requirements of the meeting.2) selecting the site and facilities and negotiating for their use.3) budgeting for the event.4) arranging transportation.5) handling reservations and housing.6) working with a hotels group sales department to coordinate the meeting.7) planning guidebooks, documentation, and registration procedures.8) planning and managing the setup of function rooms and exhibits.9) managing food and beverage service.10) selecting speakers and booking entertainment.11) scheduling publicity.12) developing programs for guests and families.

senior citizens: those 65 yrs. of age and older, are a large and growing part of the traveling population. comfort, safety, and pacing are especially important to many. enjoying the camaraderie as well as the luxury of having someone else worry about many travel details. travel sellers should be prepared to ask seniors the same qualifying questions that they ask other clients, but they should also be ready to determine whether seniors are interested in the special services available to this age group. some hotels offer rooms for seniors that have bright lighting, large button telephones, lever style handle on doors and sinks, and grab bars in showers. hyatt hotels and club med are two examples.

family travel: according to TIA more than 90 mil. US adults are likely to take a child with them on a trip of a hundred miles or more from home. many travel suppliers offer services designed to have special appeal to families and to meet the needs of children:1) car rental companies have car seats available when requested in advance.2) airlines normally pre-board families with young children and can serve children's meals in advance.3) some cruise lines and resorts offer special activity programs for children.

types of travel insurance: there are four basic types:1) flight. 2) travel accident and health. 3) baggage and personal possessions. 4) trip cancellation or interruption.

flight insurance: coverage begins when the client leaves home and includes the ride to the airport. coverage is extended if scheduling changes by the carrier create delays beyond the clients control. travelers may receive flight insurance automatically as a benefit when tickets are charged on certain credit cards. the premiums for flight insurance seem very low, usually about $4 to $7. but because the premium covers only the trip, the price is very high relative to the average benefit paid.

travel agencies and business travel: about 18% of US travel agencies sell business travel to some degree. in effect, in the business of travel management they are selling an array of services to help companies manage their business travel, from reservations and ticketing to vendor negotiations and travel policy development. if the lowest fare requires a connecting flight, the traveler might ask instead for a nonstop flight.it is the company, not the traveler, that has hired and is paying the agency. ultimately, the individual travelers needs must be met too. the contract specifies the services that the agency will provide and how quickly those services will be delivered. the contract also states what management fees or service charges are to be paid to the agency.

handling corporate accounts: or the sale might require many sales calls over the course of months or even years, with skillful use of all the selling techniques discussed in the last chapter. often they prefer a particular airline, car rental company, or hotel chain. but speed, accuracy, flexibility, skill at phone communications, and professionalism are especially important when handling corporate accounts. they must also be prepared to make frequent and speedy changes in travel arrangements. the business traveler may never visit the agency. in fact, even on the phone, the commercial counselor often will be dealing with an assistant instead of the traveler.

adventure travel: also sometimes called active travel. as more and more travelers look for outdoor activities and have a love of nature, these companies have developed and offer a wide range of choices.

hard adventure: which may involve mountain biking, hiking 30 miles a day, and sleeping under the stars.

the five most popular reasons were:1) to get rid of stress.2) to enrich their perspective on life.3) to bring the family closer together.4) to do what they want, when they want.5) to feel alive and energetic.

in contrast, the key reasons for business travel are:1) for sales calls, purchasing, and consultation.2) to handle internal company business.3) to solve problems.4) for training, conventions, or other meetings.

ethnic agencies: travel agencies or tour companies that specialize in travel for persons of a particular ethnic background or language. obviously, employees must be bilingual and know the travel products of interest to this market. often the agency has negotiated special airfares with certain airlines severing these destinations.

inbound travel: company, often referred to as a receptive travel company or destination management company or (DMC). a second language, a knowledge of ones own city and attractions, and a sensitivity to the needs and customs of international travelers are a plus for employment in this segment of the industry.

making the sale: if you are selling travel to a group, here are four suggested steps:1) construct a profile.2) deign a trip for the average member.3) establish a working relationship with the key decision maker who will act as your contract with the group.4) based on the profile of the average member, prepare one option to sell.

making travel arrangements: ensuring the availability of arrangements and accommodations for a group may require as much as a year's lead time. arrangements for groups are different from arrangements for individuals in several ways.1) most suppliers have departments that specialize in handling groups.2) group bookings have special payment procedures and cancellation penalties.3) discounts,upgrades, special amenities, and incentives such as complimentary trips or tickets are often available for groups.

commercial agencies also have software that can create reports about almost any aspect of travel that a company wants to track: who traveled, how many times they traveled, their average hotel rate, airfare, and car rental cost; how many times they used the discount fares; and so on. in addition, self-service booking systems on the internet are fast becoming an essential feature offered by corporate travel agencies. these booking systems are set up and managed by travel agencies, and travel counselors are available on the phone to handle questions, problems, and special arrangements.

meeting and incentive travel: despite teleconferencing, faxing, and the internet, business people still feel the need to meet face to face. meetings, which in this context means association, or corporate sponsored event that involves an overnight stay. meeting professionals international(MPI)which is represented in sixty countries, promotes the industry, along with other associations such as the convention industry council(CIC)the center for exhibition industry research(CEIR)and the society of incentive and travel executives(SITE)these groups provide info, educational programs, and forums for identifying and solving problems.

client companies may turn to their corporate travel agencies to arrange meetings and incentive travel, and business travelers may turn to travel counselors who arrange their business travel to arrange their leisure travel too. some companies go to a general purpose travel agency or a commercial agency, which is a travel agency that specializes in business travel. success in this attractive market requires the ability to appeal both to the ultimate customer, the company paying for the travel, and to those traveling.

needs of business travelers: their travel is sometimes accompanied by stress, is usually filled with hard work, and often leaves no time to enjoy the place visited. they are more likely to buy from travel professionals who help them keep focused.

generally speaking, travelers with disabilities prefer as much space as possible. on planes, first class seats are ideal. on most planes, travelers with disabilities find it difficult or impossible to use the small bathrooms, but on the Boeing 767 bathrooms are designed to accommodate Narrowmatic wheelchairs. they might offer advance boarding, a wheelchair, storage of canes and crutches, an escort, special meals, and fully reclining seats. the airlines provide some services automatically, but other must be requested, sometimes up to 48 hrs. in advance. computer codes for special airline clients requirements. travelers will be switched to an aisle chair at the airport unless their chair fits through aircraft aisles. in either case, the wheelchair is then stored.

rail travel: Amtrak schedules provides info about the accessibility of rail stations. Amtrak promises that:1) help is available for boarding and de-training.2) on each train at least one coach car has accessible seating and accessible restrooms.3) trains with sleeping cars have at least one bedroom that is accessible.4) seeing eye dogs are welcome on board at no charge.5) meals and beverage service will be brought to the passengers seat.

incentive travel: they might offer a trip as a reward to employees who have contributed to successful marketing efforts or to dealer and distributors who have achieved a certain level of sales. in the vast majority of programs, spouses or other guests are allowed to accompany the employee. usually the host company expects some attractions and activities to highlight the companies own goals and activities that foster corporate loyalty.

the trip itself is a part of a broader motivational program, and its objectives must be clear, realistic, and quantifiable. those arranging incentive travel must shift their focus away from how to sell travel and concentrate on how to use travel as a motivational tool to meet the goals of a specific group. the only way they can qualify to go is to meet the employers requirements, usually by meeting the predetermined sales quota during a specific period. agencies that specialize in this field are called incentive houses. about 36% of travel agencies that book business travel also plan incentive travel.

motor-coaches: by law, new US motor-coaches must be accessible to those with disabilities, and motor-coaches must store wheelchairs and help people with impaired mobility to a seat. with 48 hrs. notice, you can request a coach equipped with with a wheelchair lift. Greyhound also extends a 50% discount for personal care attendants who are traveling with physically challenged passengers, although there are restrictions.

tours: an increasing number of operators specialize in tours for travelers with disabilities and use motor-coaches with lifts and enlarged baggage compartments. care must be taken to ensure that the special accommodations provided are appropriate to meet the various and specific needs of each client.

the society for travel and hospitality(SATH) estimates that about 83% of Americans with disabilities are potential travelers. they represent a tremendous opportunity for travel professionals who understand and respond to their needs.

travel agencies: making travel arrangements for people with disabilities may take extra time, but that is more than compensated for by repeat and referral business from satisfied clients. many persons with disabilities choose adventurous, physically demanding trips. but travel counselors must also be able to identify unusual requirements. travel counselors who make arrangements for travelers with disabilities should check with each supplier as far as possible.

VFR travel: sometimes, VFR travel is lumped together with leisure travel, but selling VFR travel can be very different. often, VFR travelers need only transportation. usually they are most interested in getting the best fare possible in view of their schedule. clients who put off their planning for the holiday travel may have to pay premium prices in order to travel at peak times, and they maybe very willing to do so. bereavement fares that are offered by most airlines. to qualify for this fare, the traveler needs documentation of the situation that the airline can verify.

travel counselors who book VFR travel should be prepared to deal with the special situation of unaccompanied minors traveling by air. travel counselors must inform the custodians or parents of procedures that must be followed at the airports. travel counselors should also be ready to help families come together when there is a medical emergency or death in the family. travel counselors might also record info about clients preferences, if any, for car rentals and hotels.

variations in interests: some travelers just want to lie on quiet beach; other want to dance til dawn or challenge a mountain or contemplate medieval masterpiece. increasingly, leisure travelers want to get something specific out of their vacations. special interest trips, travel planned a specific theme such as a sport, casinos, hard or soft adventures. some people believe that only those who share a special interest can arrange a successful special interest trip. certainly it helps to be personally involved in the special interest, or at least to learn a great deal about it. sellers who know the basics in the field or are active participants will find it easier to empathize with clients and to establish credibility.

variations in special needs: single people, maybe particularly interested in tours,cruises, resorts that put special effort in to signals.honeymooners, even in difficult economic times, honeymoon travel remains stable.members of religious groups, may also have special needs.

the arranger will also need to draw up schedules for reservations, deposits and final payments from participants, payments to suppliers, mailing of rooming lists to hotels, and issuance of tickets. travel counselors can take care of all of this, putting the entire travel program together themselves. it requires experience, organization, and great energy. the travel counselor concentrates on selling the trip to the group and handling the details related to communication, documents, payments, pre-trip meetings, and instructions for group members.

when travel counselors use tour operators for group travel, they have two choices:1) book into an existing program. a travel counselor might book a scheduled departure or request a separate departure for the group for an existing tour.2) have a tour operator put together a custom made trip for the group. this option is often used.