"My TA Said I Would Most Likely Get an Upgrade"

[sail7seas]

I have seen this statement made time and time again and I cannot understand it.

 

How can any honest TA make such a statement?

 

Is this simply a selling technique to get people to book?

It is in the TA's advantage to encourage their customers to book the highest category cabin they can sell them. Higher fare = high commission.

 

Is this a method dishonest TA's use to get 'fence sitters' to book?

 

I'd march myself out the door from any TA who said that to me.

[lvtotrvl1]

I tell my clients that they need to be happy with the room or category they choose, since upgrades are not guaranteed and may not happen. I have heard the same thing as what you are saying from people that I speak to that are comparing rates. I tell them straight up that noone should be telling them that. I don't want an unhappy client when the upgrade does not come through.

[LAFFNVEGAS]

Knowing what I know now, if a TA said that to me I would know she did not have a clue about her job but I also do not think that it is said that often. I actually think the problems is in the interpretation. First off I think all TAs including on board HAL Cruise Consultants ask the question. "Would you be interested in an upgrade if one became available?" This was asked of me when we were on the Veendam and booked 3 S Suites. I just laughed and said " Sure if they want to put me in the Pent House":D I think the average customer especially fairly new cruisers hear what sounds goot to them and theat is the words "Up Grade" A smart customer may ask how often does this happen and gets a fair and honest answer from their TA, others walk out hearing I could get an UP GRADE. Oh Joy, the more they go over this thought in their own mind suddenly they distinctly remember hearing the TA tell them they were getting an upgrade.This then becomes a case of selective hearing where the customer only heard and now truly believes what he wants to hear and believe.

[babyher]

Can only speak for myself, but I have never been actually promised an upgrade by a TA.

 

Have been lucky enough to have gotten 2 upgrades ( both were same category just a little better location ). But one I didn't know about until I got to the dock and one i didn't know about until my docs came.

 

But at the time of purchasing the cruise in the TAs office, an upgrade wasn't even mentioned in the conversation.

 

I can't see how a TA could actually make such a promise to a customer. But to someone taking their first cruise, it sure would sound attractive wouldn't it?

[Schplinky]

I think Lisa is right and being asked if you're open to an upgrade makes it sound like one is possible or likely. Sadly, some TA's quote prices and say "with possible multi-category upgrade" as a come-on. Sure, it's possible that you could book a room and be wildly upgraded but by adding that line to a quote, I think you make an implication of the likelihood, as well.

 

Another peeve of mine when I interview TA's (we stroll in and ask benign questions we know the answer to) is that we should book as soon as possible because the ship is nearly sold out. When I go home and see great selection in all catgeories, that speaks very poorly of the TA. I prefer a sense of urgency only when it truly is urgent that I book that day to get a spot on the ship. I think false urgency is often added to keep folks from shopping around.

[Coolcruise02]

and another thing..... we have had tablemates and friends tell us a TA "refused" to book them on a certain line. If someone wants to go on Carnival or Princess, etc., let the customer decide. Suggestions are helpful, but to refuse is over stepping!

[jhannah]

I agree with Lisa. It's probably MOSTLY people hearing what they want to hear. However, I also agree with sail7seas that if a TA ever actually said that to me that would be the end of our professional relationship.

[arabrab]

and another thing..... we have had tablemates and friends tell us a TA "refused" to book them on a certain line. If someone wants to go on Carnival or Princess, etc., let the customer decide. Suggestions are helpful, but to refuse is over stepping!

 

 

I don't agree. If the TA says they don't want to book NCL America, just as an example, and explains that prior cruise clients booked have had poor service on board and many problems with their bookings, then the agent is making a reasonable choice. I also support an agent strongly cautioning someone against a cruise that seems inappropriate, such as a client who requires full use of a wheelchair on certain of the older ships, or a family with a teenager on Holland America's Maasdam New England cruise, though there I'd hope it would be limited to a caution rather than a refusal.

 

The key is for the agent to explain why they made that choice or recommendation. The client is then free to accept the agent's advice or choose a different agent.

[Atomica]

Lisa, I have to agree with what you said - not only is it how the TA explains it to the customer, but it's also how the customer interprets it. It sets the customer up for unrealistic expectations right off the bat.

 

I have a great TA, but recently I've been making my 'brochure rounds' trying to pick up all the '07's, and some of the stuff these 'ta's' say to me is either priceless or just dangerous: I've been told that Carnival owns Celebrity and that Royal Caribbean owns Princess, one TA told me I wouldn't like HAL and to try Royal Caribbean (despite the fact I mentioned that I'd been on 5 HAL cruises and that my girlfriend and I loved the Zuiderdam), and probably the most disturbing comment was the TA who said 'you look too young to be cruising'.

[jtl513]

How can any honest TA make such a statement?

 

I'd march myself out the door from any TA who said that to me.

 

Maybe it depends on how much clout (i.e., business volume) the particular agency has with HAL, and his/her actual experience on past bookings with them.

 

We were told that twice by the same TA ... and both times it was TRUE, from VF-guarantee to VA.

 

He actually TOLD us to book a guarantee of the lowest level that we would be happy with ... thereby reducing his immediate comission but increasing his chance of our repeat business. And it worked.

 

Plus, I don't consider "most likely" as a promise. :D

[Krazy Kruizers]

Yes -- we have all read hear where some people have been told that they may get an upgrade and then we read that they are so disappointed because the upgrade fairy didn't visit them. So there have to be some TA's pumping false hopes into propsective cruisers -- just to get a sale - JMO.

[Krazy Kruizers]

Wonder why our TA never saids anything to us about an upgrade????

[grannynurse]

Knowing in advance that there were only 2 SZ category staterooms on Vista ships helped us decide when HAL came out with a promo of SZ guarantee. It worked for us and we got an SC suite. This was our first guarantee ever as we usually book the cabin we want.

 

Now that we've booked another guarantee on the same ship, this time an SS which are numerous, we know the odds are much different of getting an upgrade. We would be very happy with an SS cabin on a 16 day transatlantic. I would not take a guarantee category that I wouldn't be happy with. After being on this board for well over 3 years we can say "Thanks" to all of you because we are more experienced and better informed, and therein, I think lies the answer. Do your homework and don't be swayed by deals that you couldn't live with if the hoped-for marvelous upgrade doesn't happen.

GN

[vpoopsy]

My TA is my daughter's future MIL. When we booked she said that the week we are going is one of the slowest cruise weeks of the year, so we would have a 'good chance' of getting an upgrade, but she didn't guarantee anything. We booked what we wanted and if we get an upgrade that's just a plus on our trip. I know that when she booked our room she stated to HAL that we would be willing to take an upgrade if it was available.

 

IMO, it never hurts to ask!!

[whogo]

Travel agents are sales people - think used cars. Don't believe anything that is not spelled out in writing.

 

And don't get me started on the public's understanding of chance. If people understood what "most likely" means the casinos would all be broke.

[jagsfan]

Before I retired, I booked cruises more than anything else. I never promised

an upgrade, just asked if the client would be willing to accept an upgrade.

Sometimes the client wants a particular stateroom, and I didn't want a chance of their being moved. The good thing about not offering an upgrade,

of course, is that the clients always thought I walked on water when they

got one.

[marybeach]

There are so many people on this board that are hung up on their suites and cabin assignments.

 

Many people are just glad they can afford to sail at all. If they will be satisfied with the category they purchase, that should be their lowest set point. Booking a guarantee gives the cruise line an opportunity to move people into areas that might not have enough rooms per steward, and evenly distribute passengers.

 

I was given the suggestion of booking a guarantee by a travel agent years ago, and it has worked for me, sometimes more brilliantly than others.

 

I would not recommend a guarantee for people who "panic" about not having their cabin numbers months in advance, and drive themselves crazy looking at the Immigration Form. They should work with the TA to get a location on the ship that suits them from the beginning.

 

Our best upgrade happened at the port, but that would make some people driven to distraction. It took our luggage extra time to get to the "new" cabin, and our Pinnacle Grill reservation wasn't in the room, but, hey, "life is a series of adjustments." Some people are able to cope with them and some are not. We were delighted to have a balcony that trip.

 

I am a believer in "random acts of kindness" and an upgrade is just that.

[amusea]

An upgrade can be great if it is really an upgrade. Because of the antiquated system of having each higher deck be more expensive, upgrades can often result in a less desirable room in a less desirable location. So I always tell the TA whether or not I want an upgrade. For instance, next September when the Amsterdam will be crossing the Pacific and other oceans I want to keep my lowest deck midship cabin to avoid the possibility of being seasick, so I have specified no upgrade. However, if they insist on putting me in the Penthouse Suite I could be forced to reconsider;)

 

Before I retired, I booked cruises more than anything else. I never promised

an upgrade, just asked if the client would be willing to accept an upgrade.

Sometimes the client wants a particular stateroom, and I didn't want a chance of their being moved. The good thing about not offering an upgrade,

of course, is that the clients always thought I walked on water when they

got one.

[newmexicoNita]

I don't agree. If the TA says they don't want to book NCL America, just as an example, and explains that prior cruise clients booked have had poor service on board and many problems with their bookings, then the agent is making a reasonable choice. I also support an agent strongly cautioning someone against a cruise that seems inappropriate, such as a client who requires full use of a wheelchair on certain of the older ships, or a family with a teenager on Holland America's Maasdam New England cruise, though there I'd hope it would be limited to a caution rather than a refusal.

 

The key is for the agent to explain why they made that choice or recommendation. The client is then free to accept the agent's advice or choose a different agent.

As an agent I disagree with you. In theory I know what you are saying, but I also know, it isn't my place to choose what line my clients want to sail. What is right for me, may not be for others. You mention NOLA, many are coming back with raving reveiws lately; some are not. What is poor service to one may not be an issue to someone else. I did suggest to one client not to go on a particular line because of her life style. She didn't listen, had a crappy time and has never spoken to me since. You are right about our responsibilities, but the best thing we can do is ask questions.

 

I would never refuse to book a certain cruise line, nor would I discourage someone from cruising any line, but I will give feedback on what reports I have gotten.

 

As for any agent even suggesting to a client there is a good chance for an upgrade: forget it: I do tell clients about guaranteed cabins: some take the chance, many get upgraded, as many do not. lvtotrvl1 tells her clients exactly what I tell mine: don't book a catagory you can not live with and be happy. NMnita

[Roz]

I've booked 4 guarantees with 3 different TAs. None of them ever told me I would likely get an upgrades.

 

I think the problem is a lot of people are purchasing a product they really don't understand.

 

Roz

[grannynurse]

Roz,

I definitely agree with you. We are responsible for our own good time and should approach our vacations as informed as we are about our other purchases. I also think that having a knowledgible caring TA is very important.

GN

[jtl513]

It's a bit like buying stocks: if a broker tells me that something is "going to skyrocket" that makes me even more skeptical of it since "past performance is no guarantee ... yadda yadda". But if it does happen, so much the better! :D

[hammybee]

Interesting thread, Sails.

 

As Amusea said, so many so-called upgrades are really nothing more than hype and the general public too often falls for the "got something for nothing" routine.

 

So long as the pitch is effective, some T/As and most, if not all ,cruise lines will continue to use it to attract business.

 

I am not impressed.

[DD]

I have seen this statement made time and time again and I cannot understand it.

 

How can any honest TA make such a statement?

 

Is this simply a selling technique to get people to book?

It is in the TA's advantage to encourage their customers to book the highest category cabin they can sell them. Higher fare = high commission.

 

Is this a method dishonest TA's use to get 'fence sitters' to book?

 

I'd march myself out the door from any TA who said that to me.

 

Actually it borders on stupid more than anything else. Any TA who makes that statement is just plain stupid. There's absolutely no way that a TA can predict that you'll "most likely get an upgrade".

[jtl513]

Actually it borders on stupid more than anything else. Any TA who makes that statement is just plain stupid. There's absolutely no way that a TA can predict that you'll "most likely get an upgrade".

 

Oh? How about if it's a slow time of the year, and the TA can see that there are lots of empty cabins in the levels above what you're booking, and s/he has had considerable experience with similar circumstances? That sounds to me like that would rate a "likely" or even a "most likely" ... but NOT a "promise". :D