Truth in Advertising???

[jhannah]

In another thread, the question is asked about whether or not our cruise expectations are too high. I'm wondering if cruise brochures play a role. For instance, all photos of happy cruisers are taken in blue sky and bright sunlight conditions. You never see folks in the rain. Now, we all know weather comes in all forms. But I wonder if rain every day, especially in Alaska where it can happen some parts of the year, diminishes some folks' experience. They've just seen the lovely blue sky shots, so that's their expectation. You also never see any trash, grafitti, or crowded straw markets in these advertising pieces.

 

Might this play a role in creating an expectation of beautiful weather and perfect conditions for their cruise?

 

Do you recall seeing other advertising material that might contribute to setting the bar too high?

[kryos]

In another thread, the question is asked about whether or not our cruise expectations are too high. I'm wondering if cruise brochures play a role.

I don't think the brochures are necessarily misleading, but I think the cruise industry is changing a lot ... and inexperienced cruisers simply aren't keeping up with the changes. They remember the old Love Boat TV show where you never saw extra charges. I never saw Isaac the bartender asking a passenger for their cruise card so that he could charge them for that fancy drink he just placed before them. :) So they assume everything is included in their fare. Sure, they realize they will have to pay for alcohol, gambling and shore excursions, but they honestly have no idea about all the other extra charges. So they get on the boat, thinking they are paying a certain price, only to find out that if they truly want to enjoy their vacation, that price is gonna be a lot higher than they originally thought.

 

Most lines have lots of extra charges for such things as freshly squeezed juice, specialty coffees, sodas, bottled water, some dining venues, laundry, gratuities, video games, some onboard venues such as a "tranquility area" onboard the ship -- and the list goes on and on. I think this catches the average first time cruiser unaware. They get on the boat not realizing that their actual cruise cost is truly gonna be a lot more than they thought ... and sometimes they realize ... too late ... that they really can't afford this vacation ... not if they truly want to have a good time. Even myself, a fairly educated cruiser, am always a bit shocked at the way the onboard charges can mount. And, I am what some may consider cheap. I am careful what I charge onboard, and try to stay within my budget by paying for as many things as possible in advance of my cruise. And still ... that onboard bill is always more than I thought it would be.

 

I have to be honest here ... I don't blame the cruise lines or their brochures. I blame the travel agents who get these inexperienced cruisers as their customers. I think they are so anxious in some cases to book the new client that they don't adequately prepare them for upcoming trip. Instead of giving them an idea, for example, of what wine with dinner will typically cost them, they may "gloss" over this item. The client then gets onboard and finds out that it's gonna cost a lot more than they thought to enjoy a class of wine with dinner, and perhaps they will have to forego this pleasure in the interest of the budget. Instead, wouldn't it be far more of a service for the travel agent to present the picture accurately, and then find a cruise line for her clients that will allow them to bring their own wine onboard for enjoyment in their cabin?

 

Same thing with gratuities. A lot of people do not go to fine restaurants very often, nor do they travel much at all. I actually saw this on one cruise ... the poor woman was practically in a state of shock when her tablemates at dinner informed her about the $10 per day/per person gratuity, and the fact that it would be assessed for her children as well. She had no idea she was being expected to pay $40 a day in tips, and I believe she honestly couldn't afford it. Had she known that in advance, maybe she would have opted for a different sort of vacation, or perhaps no vacation at all. As it was, now she was stuck. She or her poor husband were gonna have to embarrass themselves by going to the front desk and having those tips reduced. They were also going to have to face the service people who they "shafted" ... but the fact of the matter is that they honestly can't afford $40 per day. They had no business being on this cruise to begin with, and the travel agent should have told them that ... or routed them to a much cheaper cruise line ... a much shorter cruise.

 

I honestly don't think the cruise line brochures are that misleading. They are presenting what the onboard experience can be, and that portrayal is accurate. There's a section of the brochure that lists the price for each cabin, and in some cases the brochure will even note the extra charges that the specialty restaurant may require. But, of course, these brochures can't cover everything and that's why it is up to the travel agency ... be that an online one or brick and mortar ... to offer the potential cruiser a bit more information about what it will cost to have that ideal experience once onboard.

 

Blue skies ...

 

--rita

[eh2zed]

Jim, you make a good point. But thats the name of the game when it comes to advertising. Advertising for automobiles never show there will be any maintenace problems. The same is true for most commodities; only show it in the most positive light. And yes it does lead to expectations that cannot always be met.

[Atomica]

I don't think the brochures are necessarily misleading, but I think the cruise industry is changing a lot ... and inexperienced cruisers simply aren't keeping up with the changes.

 

I agree - but it's not just inexperienced cruisers. Some 'experienced' cruisers are accustomed to 'the way it used to be' and seem to have a tough time changing. At least they're the ones I hear complaining. One lady on my Grandeur cruise was ranting and raving in one of the public lounges because RCI no longer puts chocolates on your pillow.

 

She was absolutely furious, saying 'never again - I'm going back to Carnival' to which her husband replied 'go ask at the pursers desk if there's anything else they'd like to screw up for us'. That was over a silly chocolate. I'd hate to see what happened if something really screwed up!

 

I don't know if brochures play a part. I think certainly people don't study the brochures as much as they should, particularly the information in the last three or four pages that is so important, but I think with the wealth of information that is available to people nowadays its surprising how little people will research a vacation they're about to drop major money on.

 

When we went to Alaska in 1998, there were very few websites related to cruising - that included the cruise lines themselves! Now, you have every cruise line with a webpage, you have sites like CruiseCritic, ShipParade, Tripadvisor...I'm still surprised when I see a post that says 'I booked a cruise on _____, tell me about the ship and the cruise line and where I'm going.'

 

I never book a cruise without knowing where I'm going, what the cruise line is like, and what to expect of the ship. I think if you don't do that, that's how expectations get ruined.

[jhannah]

Good stuff, folks! Keep it coming.

 

Rita, you make some great points regarding travel agents adequately (or not) informing their customers. And Aaron is correct that the major burden of knowledge lies on our own shoulders.

[newmexicoNita]

In another thread, the question is asked about whether or not our cruise expectations are too high. I'm wondering if cruise brochures play a role. For instance, all photos of happy cruisers are taken in blue sky and bright sunlight conditions. You never see folks in the rain. Now, we all know weather comes in all forms. But I wonder if rain every day, especially in Alaska where it can happen some parts of the year, diminishes some folks' experience. They've just seen the lovely blue sky shots, so that's their expectation. You also never see any trash, grafitti, or crowded straw markets in these advertising pieces.

 

Might this play a role in creating an expectation of beautiful weather and perfect conditions for their cruise?

 

Do you recall seeing other advertising material that might contribute to setting the bar too high?

Advertising is just that, most people know the brochures are going to make everything look bright and everyone cheery, beautiful, thin and totally sun tanned even it they are sailing to Alaska..What would you expect? the advertising to show, people sleeping on deck, over weight, losing money in the casinos and sending the food back cause it isn't what they thought it would be?

 

Nita

[Fugative]

In defence of travel agents... A lot of people are booking themselves directly or through the internet or finding the cheapest travel agent. While this board and other cruiser experience is great I don't think it can replace a good and trusted travel agent.

[Essiesmom]

I think we need to define travel agent, because I don't think it is the fault of the REAL travel agent...the one you meet face to face in a brick and mortar agency. I think the fault lies more with the ability to book with an online agency...or by phone with a distant agency that may have a real office somewhere...or directly with the cruiseline. The brick and mortar agency will ask you questions, maybe be able to size up what you want/need/can afford by looking and talking...and will give you armloads of brochures. booking your first big vacation, cruise or no, can be much like the closing on your first house: sensory overload sets in, you just sign everything passed in front of you with glazed eyes. So the TA gives you that armload of brochures, etc. and you have the opportunity to read them at your leisure. Everything you need to know is in that brochure. Yes, the agency wants you to book that cruise, but they also want you to be so happy with it that you come back to book another. If you book online with the cruiseline, everything you need to know is on their website. How many questions are asked here that are easily answered on the website? But from what I read here, people seem to decide to go on a cruise, find a site and book it, and then wonder what it is all about. Those are the people who should have used a TA. EM

[hammybee]

 

I have to be honest here ... I don't blame the cruise lines or their brochures. I blame the travel agents who get these inexperienced cruisers as their customers. I think they are so anxious in some cases to book the new client that they don't adequately prepare them for upcoming trip.

Blue skies ...--rita

 

Most consumers want best price and are not loyal to a particular travel agency/agent or cruise line.

 

Most consumers do not have the option of sailing with a cruise line that may be better suited to their expectations because those cruises generally cost 3+ X more than the cruise they can afford today or tomorrow.

 

Travel agents are in the business of selling cruises. Volunteering too much information to consumers is potentially counter-productive to selling cruises. They do not get paid for educating consumers.

 

Best price does not = best advise.

[jtl513]

Do you recall seeing other advertising material that might contribute to setting the bar too high?

I don't recall ever seeing a rainy picture in any travel guide book. Or pictures of any slums. Cruises are no different.

[vjw1218]

My personal opinion is that if you're that naive to think it will never rain and there is never any garbage and all ports are lovely, etc., then shame on you! :) I do not think the brochure misrepresents anything.

 

I always check weather.com for a idea of what to expect while on vacation and do research on the area(s) I'm visiting ahead of time. I have traveled enough to know that anything is possible - even on the most planned-out trip... Expect anything... and make the best of whatever may come.

 

On my first cruise (which was to Alaska) it drizzled the day we were in Glacier Bay and rained the whole time we were in Juneau. It didn't diminsh the wonder and majesty of the scenery or the experience at all... I look forward to seeing more of Alaska someday.

 

Those are my 2 cents, anyway.

[hammybee]

 

I agree - but it's not just inexperienced cruisers. Some 'experienced' cruisers are accustomed to 'the way it used to be' and seem to have a tough time changing.

 

Prices for the most common cabins, inside/outside are far more affordable than they used to be. However more affordable, current prices may represent a more substantial portion of many passengers' disposable income, than ever before.

[HALFans]

Americans just don't do enough homework.

 

Even for those who are computer savvy, and have found a great site like Cruise Critic... how many times have we all seen a new post 'Tell me about XYZ' when 5-6 lines down there's a thread on 'XYZ' with 120 posts - and they're too lazy to read the page before they ask?

 

I don't think brochures are the problem. After all, who watches a beer advertisement and expects that by drinking a 6 pack they're going to magically have 6 pack abs like the guys in the commercial?

 

People just don't read, or understand what they read. They want it all served up on a plate & pared down to the one answer they can best comprehend. (What's happened to education in America??? :eek:)

 

For more frequent cruisers, I don't think that 'High Expectations' are the problem when staff are being cut across the board and services just aren't up to snuff. When you reach a certain level, 'romanticizing the past' just isn't part of a problem of "expecting too much". It's not perception, it's a real slide in the quality of experience.

 

Luckily the canny cruise line is going to be watching places like Cruise Critic - looking for the 'Canary' signs before too many people start bailing to another cruise line in the hopes of 'recapturing the past' and finding the cruise experience they expect and deserve... even if they have to pay more for it.

 

JMHO

[hammybee]

Americans just don't do enough homework.

 

Cruise deposits in the UK are non refundable and require the purchaser to acknowledge they have read the terms and conditions before booking.

 

In N.A., we can book on a whim, tie up cabin inventory for a year and cancel at any time on or before final payment date, without reason. Most N.A. passengers probably never read the terms and conditions or know where to find them.

[kyriecat]

I think the TAs and cruiselines are both working to make people think how cheap cruising is. Most people over the age of 35 remember the "Love Boat" series and romanticize about taking a cruise "someday". Then you open a magazine, newspaper, look at the internet, and there are HUNDREDS of advertisements about cheap cruise fares. It gets people thinking about that they can still afford a cruise even with the reduced ecomony. Also, new cruisers are misleading themselves by not researching because no one is going to hand them all the information that they need unless they have close friends/family who are frequent cruisers.

 

I've introduced several friends and family members to the cruise experience. Each time I carefully explain what is free and what isn't and how much extra they can expect to spend for non-inclusive items. One couple was shocked that their $1000 cruise would end up over twice that once they figured in all the items that they wanted.

[hammybee]

 

One couple was shocked that their $1000 cruise would end up over twice that once they figured in all the items that they wanted.

 

Most people are shocked to learn they cannot afford what they want.

That they have the power to do without, eludes a lot of people.

[Atomica]

Also, new cruisers are misleading themselves by not researching because no one is going to hand them all the information that they need unless they have close friends/family who are frequent cruisers.

 

Exactly! 'No One Told Me'. No one WILL tell you; it's up to you to do your research. This applies even if you use a TA.

[kyriecat]

Exactly! 'No One Told Me'. No one WILL tell you; it's up to you to do your research. This applies even if you use a TA.

That's definitely true! You see this beautiful full-page color ad in the newspaper showing the ship anchored off a pristine beach with the happy couple sipping pina coladas while laying in a hammock in the foreground and the price listed below state $499 pp for an ocean view cabin. It looks amazing! When you call the TA, even if you tell them you are a first time cruiser, the person on the phone doesn't make it clear that excursions, drinks, spa, some food, gratuities, etc. are not part of that price. I know from experience that those items add up fast! Yes, it does seem "too good to be true" therefore there is usually a catch. However, the newbie isn't thinking "what's the catch". S/he is thinking "For that price, I want to be there" and calls. I know some of those people. Fortunately or unfortunately (depending on your view) I turned a few of them off to cruising because they could get a true "all inclusive" vacation in Cancun (with drinks, beach, spa, gratuities, excursions) for less money than the cruise when you actually added everything up.

[jhannah]

I think we need to define travel agent, because I don't think it is the fault of the REAL travel agent...the one you meet face to face in a brick and mortar agency.

A good TA is worth their weight in gold. No question. However, some are not well-informed about the products the market offers. How many times has someone posted here that their TA told them to not book HAL because it was for "old people?" I don't think any TA knowingly misleads their customer. They know that's not good for business.

 

It does take time for a TA to querry the customer and recommend a cruise that s/he feels will be a good fit. But doing so, as stated above, will bring that customer back later to book another cruise ... without having to spend quite as much of the TA's time.

[Roz]

My cousin and her husband decided to book a cruise based on the glowing accounts I've given them of my cruising adventures. I didn't know they going on a cruise until after they booked. Don't know if they used an online agency or a bricks and mortar TA. That said, both of them are obese and go out of their way to avoid moving their bodies in any way, shape, or form.

 

They sailed on one of those behemoth Princess ships and said they will never cruise again because there's too much walking involved. Since they'd never cruised before, I'm sure it wasn't something they thought to ask about. Even if they went to a bricks and mortar TA, he/she may not have been skilled enought to tactfully steer them to a smaller ship that wouldn't involve so much walking.

 

Roz

[kyriecat]

Even if they went to a bricks and mortar TA, he/she may not have been skilled enought to tactfully steer them to a smaller ship that wouldn't involve so much walking.

The only thing I can think of to tactfully get around the situation (and some people might still find this tacky) would be to ask them what type of activity level they are looking for onboard. That would probably only work if they met their TA face-to-face.

[jhannah]

Another easy querry is ... Think about the best vacation you ever had. What made it the best? What did you enjoy doing the most? That will tell you a lot about what they're looking for in a vacation.

[newmexicoNita]

In defence of travel agents... A lot of people are booking themselves directly or through the internet or finding the cheapest travel agent. While this board and other cruiser experience is great I don't think it can replace a good and trusted travel agent.

 

thanks and I have to admit, as an agent I really do not tell my clients what will be extra. I tell them some things, give them brochures and answer as many questions as I can. If I don't have an answer I find it for them. Do I sit down and say, now let me tell you what is and in not included.

 

I certainly try to place clients with the line that will best fit them by asking questions. I may inform them as to some to the extras but I do not go over every detail. By the way, I am considered by most of my clients to be a good agent, I get referrals and almost always repeat business. I just think there are some things people will know without being told.

For the poster who said the cruise lines and agents just want to convince travelers what a good value cruising is, you are right because it is. I don't care if you book a cruise, a trip to Vegas or an all inclusive, but I will always say cruising is the best vacation for the money there is..

Nita

[TCF]

Great thread!!

The cruise line brochures annoy me....not for what they say or portray...because anyone should reasonably know that what is portrayed is no where near reality...but...because I know how much it costs to print those things!! If they would back off on the frequency...go to a lighter paper...and stop with the glossy....they could save a fortune and mislead people far cheaper. Then they could afford to leave some of the little perks in place.

We have also seen the "nickle and diming" accusations tossed out by returning first timers. That is because when they bough the cruise they honestly believed the line..."all inclusive"....that is liberally and loosely tossed around by both the cruise lines and TAs. There is an obligation on one of them to come out with a list of what you will pay for and what is "all inclusive".

"Starts at $99 pp for 14 days......." is a great come on, but for newbies it is meaningless. The inside with the keel running down the middle of it is $99....the balcony cabin and suites in the brochure are a long,long, way from $99 pp!!

Finally, there is a clear obligation on either the cruise line or the TA to post in some way all of the costs and how they apply.

One of the biggest scams is saved for Canadians. The brochures and the websites of some lines claim that we can pay in Canadian dollars....for us that means parity with US dollars.....silly us....it is in Canadian dollars converted to US dollars!!! The American website will proce at $100....the Canadian website will price exactly the same item at $120+....but we have no way of knowing that.

Someone else said it earlier....do your research...ask the hard questions....do not assume anything....and at the end of the day you might just get the cruise you expect.

[chasetf]

............Do you recall seeing other advertising material that might contribute to setting the bar too high?

Happens all the time. When was the last time your BigMac looked this tall. Never would fit in that box if it did.

 

And... I sure don't get mine on a nice plate with a cloth napkin either.