and what did one us travel agency say..

[scruffts2007]

well well, despite all the carping, note what one agent said about msc

 

see below

 

On MSC Orchestra, Sasso warms the crowd

10/1/2009

MSC Orchestra’s stateside debut was bumpy. But, by week’s end, US travel agents were giving Rick Sasso a standing ovation, while also praising the ship and the service. MSC Orchestra has been sailing in Europe since its May 2007 introduction yet the two-night inaugural revenue cruise from Fort Lauderdale was ‘plagued with problems from beginning to end,’ according to a Miami Herald posting titled ‘MSC Orchestra hits a sour note.’

Last night, during a pierside overnight at Port Everglades, those on board sang a different tune.

Donna Esposito, president of the National Association of Cruise Oriented Agencies, expressed enthusiasm for the ‘unbelievably gorgeous’ decor, the spacious lounges and the fact that the layout ‘doesn’t direct you right to the casino.’ She found the crew ‘very friendly, especially in the dining room.’

Sasso, president and ceo of MSC Cruises USA, opened his agent presentation with a short but moving video featuring a Puccini score sung by Luciano Pavarotti with images of MSC ships and godmother Sophia Loren.

‘I want to bring some emotional attachment to the organization we call MSC,’ Sasso said in the ship’s Covent Garden Theater.

A 37-year industry veteran, he is warmly regarded by the trade, so it was a friendly crowd. Agents’ most hated acronym, NCF (non-commissionable fare), is never mentioned in the same breath as MSC.

Sasso didn’t dwell on sales or the global economic crisis, but spoke about ‘family.’

He recounted how MSC founder Gianluigi Aponte bought a second-hand cargo ship in 1972 and went on to build the world’s No. 2 container giant before making a €5.5bn investment to nurture his cruise brand from 3,000 berths in 2003 to more than 20,000 now, with further growth in the pipeline.

Sasso told of the Aponte family’s involvement in cruise ship design and operations. He acknowledged, in the audience, Capt. Nick Arena, chairman and ceo of MSC’s USA cargo division and the first president of MSC Cruises. He singled out other ‘gentlemen of the container division,’ noting it was ‘on their backs that we built the cruise division.’

He also talked about a dozen things that make MSC different, starting with: ‘We are private and we are Italian. Everything we do, we put the customer first, and it has to be a private company to do that.’

Sasso said some companies have ‘lost the art of cruising.’ Not MSC, he implied, pointing to minimal announcements and on-board sales pitches, white-glove service and the escorting of passengers to their staterooms at embarkation.

He said the brand has 36 offices worldwide -- not general sales agents but its own offices -- adding: ‘No other cruise line is that close to the ground where people want to take cruises.’

Looking around the theater, Sasso acknowledged further MSC family like the youthful Neil Palomba, who began as a bridge cadet and rose to chief operating officer of the Fort Lauderdale office. He even pointed out two former Major League stars who take part in baseball theme cruises, reeling off their statistics.

When Stan Bahnsen suddenly tossed a baseball to the stage, Sasso caught it with one hand.

Ultimately, in what was a home-run speech, he got to ‘the most important people in the room: our travel agent partners.’ His words brought the audience to their feet.

‘What you heard is from the heart,’ NACOA’s Esposito said of Sasso afterward. ‘He inspires you to go out and sell this product. His passion does translate to you.’

 

 

[lovetexas]

WOW - sounds very motivating!! If I were a travel agent I would be the first to step up and really sale this ship line!! NOT!!

 

I did not read one thing about him changing and making the "complaints" go away!

 

Is he stepping up to the plate and fixing his err ways or not?

[love to cruz]

Talk comes cheap. What action is Mr. Sasso taking to fix all the problems the Orchestra has had since at least Dec. 16? I did not see anywhere that he owned up to any problems and what has been done to fix them.

Yes, the Orchestra is a gorgeous ship and very clean. Production shows were quite good and costumes beautful, room was kept clean (however ice never came after several requests nor did wash cloths in 17 days). But then the room steward had 22 rooms to keep clean twice a day so we know he tried extremely hard. There is no excuse for pitiful service nor tasteless food for the most part. Reception Desk staff are beyond rude and that is inexcusable.

[WhoDat]

Perception is EVERYTHING!!!! LOL

[scruffts2007]

well Presidente Donna had this to say and I quote again

 

Donna Esposito, president of the National Association of Cruise Oriented Agencies, expressed enthusiasm for the ‘unbelievably gorgeous’ decor, the spacious lounges and the fact that the layout ‘doesn’t direct you right to the casino.’ She found the crew ‘very friendly, especially in the dining room.’

 

note the crew were friendly in fact very friendly

[WhoDat]

It sounds like what we do in business - a show and tell. Its the perception. Everything is cleaned and looking it's absolute best, everyone has to dress to impress, all are on their "best" behavior and go above and beyond....all for appearances sake.

 

Perception is EVERYTHING.

 

If the issues are fixed, you won't really know it from this. The Jan 9th sailing, those out now, are the ones who know. And so will we upon their return - hopefully it's all good.

[Bradenton]

Rick Sasso says................

He also talked about a dozen things that make MSC different, starting with: ‘We are private and we are Italian. Everything we do, we put the customer first, and it has to be a private company to do that.’

I challenge Rick Sasso to prove to me that MSC puts the customer first.

I still have not had any reply to my letter by snail mail, my emails or my Travel Agents letter to Rick Sasso. I was on the 17 day TA cruise. Has anyone else had a response yet?

Sasso said some companies have ‘lost the art of cruising.’ Not MSC, he implied, pointing to minimal announcements and on-board sales pitches, white-glove service and the escorting of passengers to their staterooms at embarkation.

I don't think MSC have any idea about the art of cruising. During the lifeboat drill we could not even hear the public announcements. There was no white glove service and we were not given any help in finding our staterooms at embarkation.

It seems to me that the Travel Agents are putting their commission earned before the customers. I am not a travel agent and spent my hard earned money on a cruise which was supposed to be six star service. I quote that from the MSC magazine.