< >In our latest video series, Phil Nuttall, CEO of The Travel Village, talks to Janine Kelso, the editor of Cruise Adviser, about how the company has started working with TProfile to help increase their improve their processes and increase cruise sales.
With the news of two more ships on order – taking the total fleet to six – Explora Journeys are certainly turning heads. Not only that but the new ships are going to be powered by hydrogen – the fuel many think is the future of the industry. We spoke to Chris Austin, chief sales officer to find out more.
Cruise Adviser: The news about Explora’s fleet expansion – and the introduction of hydrogen powered ships is huge for the company. How does it feel on the inside?
Chris Austin: There is nothing more positive in our industry than the news of our fleet expansion from four ships to six ships. Explora Journeys is the biggest single sign of optimism for our industry’s future. This is a taking a two billion euro commitment to a 3.5 billion euro commitment. It’s also changing ships three and four to LNG power. And then the addition of ships five and six, which will of course, be fuelled with hydrogen.
Cruise Adviser: Tell us more about the Hydrogen ships – that is a massive step.
Chris Austin: The Aponte-Vago family have a 300 year legacy in shipping, the oceans are their home. They’ve always recognised that travel must be a force for good and we must protect the oceans. This is also part of the DNA of Explora Journeys – creating that ocean state of mind, unique to yourself. It will allow you to connect with yourself, with your loved ones, in a unique way. It also covers the environmental protection and sustainability – there are no onboard plastics. Every single suite will have its own coffee machine, but without plastic pods. Everything will be biodegradable. Having future forward ships is critical. From ship-to-shore power to Rina Dolphin certification (reducing underwater noise for sea mammals). Today is incredibly significant because it really prepares us for the next evolution: zero emissions in port.
Cruise Adviser: How important is the environmental angle to your customers?
Chris Austin: We know that many our future travellers, our guests, do focus on the the environment and sustainability. And they will make their travel choices based upon what they can research and find out about those brands.
Cruise Adviser: Are there differences within the fleet?
Chris Austin: Yes there will be. Ships three and four are going to be powered by LNG, so they have to be 19 metres longer to accommodate the technology – the same goes with ships five and six. The additional space will allow us to add several more Residences, which are our larger suites. We’ll also be adding public spaces. So we’re hardly increasing guest count. It’s about increasing space, which we already have. Explora Journeys has the leading guest:space ratio in the industry and we’re utilising the extra space to give guests more choice.
Cruise Adviser: Where are Explora Journeys guests coming from?
Chris Austin: We are sourcing globally but the UK will play an incredibly important role – double digit sourcing. But we really have an opportunity for a lot of travel advisors who may have never have sold cruise, because we do think and we are offering an experience that’s far more than a cruise. Hence the name is Explora Journeys.
Cruise Adviser: What is so different about Explora Journeys?
Chris Austin: It’s all of the different elements. The journey includes how you’re flying, maybe it’s private, maybe it’s first class, which luxury hotel are you staying in beforehand? Not just for one night, it could be seven nights at Six Senses before you join our ship. Then it’s the destinations we visit, the overnights we offer and the extended stays. It’s the unconventional arrival and departure times, those itineraries and then the post journey, that’s all part of it. And that’s why at Explora Journeys, we’re thinking far more than with just a cruise.
Cruise Adviser: How do agents overcome a typical new-to-cruise objection with Explora Journeys?
Chris Austin: Use the resources that are created for you. So one of the most powerful media in today’s world is video. And I would suggest to any travel advisor, that they allow the video assets to open up the opportunity. Suggest that it’s five o’clock somewhere, pour a glass of wine, sit back and watch our three minute brand video. If you like what you see, once the curiosity has been built, we can also help through our Appointment Plus service. Agents set an appointment with us and bring the client. They have a briefing call first, without the client, but on the follow up call, we basically do the selling. We’ve created this industry first service where will help close the deal and answer all the guests questions. Plus through the rolling commission payment programme, you can actually earn commission immediately.
Cruise Adviser: How does the rolling commission policy work?
Chris Austin: We’ve created a portfolio of policies to protect the future of the travel advisor community more than anybody else. And that means we’ve created the first rolling commission payment programme. Your commission comes at various times. So your guests pay a deposit of 25% – we’re going to pay you commission on that deposit now. We have a promotion, which is an early booking promotion, which is basically a pay in full promotion, where the client saves five to 10% in value savings, a travel advisor then earns 100% of their commission right now.