I’ve worked in several different industries throughout my adult life. I spent the vast majority of that time in the radio industry from the early 80′s to the mid 90′s. I also spent time in the Golf industry, and later in the Security and Home Automation industry before I found YTB. I quickly realized that each industry has it’s share of bickering and finger pointing. Every industry has it’s share of people who do nothing but start rumors either to discredit or get a leg up on the competition.

If you combine all the years I spent in the other industries, it doesn’t hold a candle to what I’ve seen in the Travel Industry in the 4 years I’ve been involved with YTB. The backstabbing, the ranting and raving, and the accusations that are thrown around in this industry is like nothing I’ve ever experienced.

I have to hand it to the Traditional Travel Agents, they are an extremely passionate group. Please don’t take that as any form of admiration however. Any type of admiration turns very sour when the passion is as misguided and so dysfunctional that you see grown adults belittle and scorn each other in public forums. Because all they do is bicker the industry is left fragmented and unorganized. Travel MLM’s have come and gone for over a decade now. The industry has been outraged over the MLM model and Card Mills, but because nobody can agree with one another, Travel MLM’s are not only still around, they’ve gained considerable traction in the industry.

I was looking over the data I have on how people find this blog earlier in the week. Several search terms popped out at me for consideration for an article. Before I had an opportunity to research the story, a “Google Alert” came last night that put all the pieces together in one very well written article in Travel Agent Central.

In the article Peter Stilphen, an industry advocate, seems to be convinced that OSSN (Outside Sales Support Network) now caters to the MLM industry and has said so publicly in an open letter. OSSN of course denies the allegation and is going to great lengths to shut Mr. Stilphen up. OSSN has even gotten legal counsel involved to contact Mr. Stilphen numerous times to confirm the allegations with documentation and facts. Typical of most critics however, Stilphen has ignored the request for verification. What this has boiled down to is nothing more than an “Am not” – “Are too” type of argument that once again is being played out in the open for everyone to see.

Why am I not appalled over this type of conduct? Because I’m sorry to say it’s more the norm than it is the exception. Once again, instead of promoting solutions, benefits, or guidelines that have been a real sore in this industry for well over a decade now, we have more bickering and finger pointing.

Once again…we have to ask…”How’s that working for you so far?”

I’ve read numerous times that Travel MLM’s give professionals a black eye. When you look at something like this, you have to wonder why some don’t look in the mirror and realize that professionals are doing a fine job of punching themselves and providing plenty of back eyes of thier own.

I’m not a member of OSSN, but I have gotten updates and e-mails from this organization for years. They’ve been beneficial to me in as much as to provide information about industry trade shows and supplier training that educate and enable me to be more productive in the travel industry. While there have been many offers to join the organization, thier policies prohibit anyone involved in MLM’s from joining. While they do offer a “TRUE” credential, I can’t justify switching to anther host simply to carry a “TRUE” card. For someone like myself, CLIA offers the best training and accreditation now that they’ve upgraded and enhanced thier program. As we’ve learned however, even an organization like CLIA isn’t immune to the fighting and bickering going on between “professionals”.

The last time I wrote about Peter Stilphen was well over a year and a half ago when Royal Caribbean decided to pull the plug on YTB. At the time Peter was on the Board of Directors of an association called PATH. With Peter’s urging, PATH convinced Royal Caribbean that they needed to terminate it’s relationships with Travel MLM’s and Card Mills. To this day, we’ve only been able to verify two agencies that have ever been terminated by RCL while over a dozen other Travel MLM’s are still in good standing and booking with the cruise line. One of the agencies terminated being Joystar and the other being YTB.

Worked out well, don’t you think?

Although Peter has been a very outspoken critic of both Joystar and YTB over the years, I really don’t pay much attention to him personally. He’s simply lumped into the mix of outspoken critics who buys into the social “meme” I wrote about on Wednesday. He is however, one of the longest tenured critics surrounding Travel MLM’s that I know of. He and Bill Alverson (CEO of the now bankrupt Joystar) started the rumblings over a decade ago when Bill started the first Travel MLM called TravelMax. (Also long gone.)

Back in March I picked up another open letter to the industry from Paul Henderson of ProTravel Network, who has also grown tired of finger pointing and the bickering in the industry which adds further proof that the industry has no clue how to resolve the issue of industry credentials. Because the industry hasn’t been able to come up with guidelines, anyone associated in the industry is fair game when it comes to pointing fingers. Peters most recent crusade to eliminate “cards” has him yelling at OSSN now, an association that’s promoted by PATH by the way.

I honestly can’t tell you if the industry is ever going to get along with each other. I find it a real shame that an industry which evokes so many good memories and emotions for it’s clients in the form of vacations and exotic locations, has such a difficult time finding it’s “happy place” when it comes to communicating and getting along with each other. I’ve never seen such enormous ego’s, and so many experts in all my life. For me, it’s another reason why I stick with YTB.

You would think that some of these old dogs would wake up and learn some new tricks after so much time spent doing what they do with no answers or resolutions in sight. Unfortunaly that’s not my call or within my control. Because of the suppliers and clients I spend most of my time with, the professionals end up being a nessasary evil in the industry that I simply endure while learning, growing, and making my own way in the travel industry.

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I wrote on Monday about Paul Henderson, who like me is getting just a little tired of the nonsense filling our in boxes, and the witch hunt that’s going on in our industry right now. There are those who believe that we as a group of MLM’ers can not call ourselves “Travel Agents”. The reality of the issue however is that not one association or group has been able to outline for us what type of qualifications are necessary to provide us with the proper definition or qualifications to be considered a “Travel Agent”.

IATA enables you to carry their card with a paid commission level of $5000. CLIA just upgraded their qualifications with training and a minimum of 25 cruise sales.  Others have their own hoops to jump through such as a business license, or an approved host that you need to align yourself with.

Yet we are still left without one clear definition as an industry that everyone can agree on (or at least reference too) to become a real live “Travel Agent”.

Over the last couple of years YTB has made many changes in order to legitimize it’s model in the industry and become a respected member of the industry. We’ve listened to and responded accordingly. Some call it “reactionary” and that’s okay, because it’s the first step for some in noticing that changes ARE being made. Before any of this mess erupted back in October of 2007 with Royal Caribbean terminating it’s agreement with YTB, during a Funshine “Travel” Trade Show no less, YTB rolled out E-Campus, a course designed by one of the industries leading educators, Marc Mancini. YTB also revamped it’s certification program to First Class Training, and with that, changed both the level of commission percentages, and qualifications to book directly with vendors with it’s First Class Training Program. When you enter the industry with YTB you are an Affiliate, and without the proper training via either YTB or an indsutry associations no title of “Travel Agent” is bestowed upon you.

In addition to training, the company has made numerous changes in the way it actually books travel and helps customers secure the services we offer. The Convergentware upgrade with direct connections to GDS, suppliers and vendors has eliminated the need to “glean” numbers, and since we have enough staff now to handle our own calls in our expanded Home Office, the primary number in the help section is now directing customers to our own support center instead of pawning the responsibilty off on vendors.

In addition to the changes YTB has made, we’ve seen changes from suppliers such as Carnival Cruise lines, who implimented a minimum booking policy in eary 2008 before enabling anyone to enjoy a discounted cruise with them. We’ve also seen changes from Assoications such as CLIA who now requires not only training but actual production in order to have the privilege of carrying their card. While I’ve heard of rumblings of a loophole with this, YTB as a company, nor do I support or promote such a loophole.

This above snapshot of changes should provide for many that both YTB and the industry is serious about being a player in this industry. I for one am pleased with the response both the industry and the company has made. There are a select few however who either don’t want to talk about the issues or are incapable of communicating effectively what the real issues are.

I was amused this morning to find a comment, which I approved. In a very roundabout way, this TA finally got to the bottom of his issue after several days of comments and an entire post yesterday.

The real phobia for him and for the rest of this small group is “recruiting”.

I don’t know why it took so long or why he needed to go off on a tangent about Delta Airlines being the first to start cutting commissions in 1995, or that online companies such as Travelocity, Orbitz, Expedia and Priceline have call centers to support their initial design of self service booking. My guess is that he needed to show how smart he was and attempt to point out how little I know, thus disqualifying me as someone who is worthy of recruiting anyone into the industry the right way. If he feels that works for him, I have no problem with it, but he could have saved himself a couple days of ranting and badgering, and needless reading by me and just come right out and told everyone that he can’t stand the recruiting aspect and we need to dispose of it in order for him to personally accept me or YTB into the fold of brethren.

I suspect however that he certainly feels better now that he’s been able to vomit on two separate blogs.

Now that he’s fianally been able to get the real issue of the matter, he’s asked me to participate in a webinar that’s coming up at the end of the month. While I’m not sure if he’s cleared this with those who initially set this puppy up, but regardless if he actually has or not, I politely declined the offer to join the group and have chosen to participate instead in a Sail-a-thon with Princess Cruise Lines later that evening.

Be that as it may, I have to wonder why he feels this would benefit me or anyone else in the Travel Industry resolve the issue of “qualifications” and finally be considered a “Travel Agent”.

Here’s the outline of this little seminar and you tell me if this looks like it’s designed to talk about qualifications or if it helps the industry resolve the real issue here.

Card Mills.  Instant Agent Programs. MLM Travel Companies.  These entities spring up relentlessly, convincing consumers that anyone can be a travel agent. Card Mills disparage the professionalism of traditional travel agents and misrepresent industry “benefits” as a reason for joining.

Too often, travel agents are left without the tools necessary to successfully educate consumers and market effectively against the Card Mills.

No longer.

Join Richard Earls, publisher of Travel Research Online, in a webinar that will turn the tide by providing traditional travel agents with effective strategies, press releases and marketing tools to educate their clients on the fallacies of the card mill phenomenon.

You will receive materials after the webinar that will assist you in combatting Card Mills in your own communities.

A panel of experts will assist travel agents with arresting the Card Mills in their tracks.

By the way…the emphasis here is not mine, it’s theirs. This seminar is nothing more than the “witch hunt” that both Paul Henderson and I both abhor. Why on God’s green earth would I have any interest learning how to spew negative propaganda about a company that I support? There is nothing about this recruiting message that talks about the issue of qualifications, training, or customer support to enable me to be a better travel agent.

What it does appear to teach however is how belittle me in press releases, marketing tools, and seminars. (Something that I’ve grown quite accustom to, and expect as a rebuttal to what I write here.)

Oh Joy!

According to some, I’m the one who doesn’t offer “value”, and I’m being ridiculous for not wanting to spend my afternoon rolling in this very large pile of horse dung.

I do find it serendipitous that while this group of professionals attempt to educate the world that all we do is focus on recruiting so anyone can be one of these Travel Agents, the lead company they will be talking about and slandering is actually doing what they should do…selling travel and supporting the hand that feeds them.

Now there’s a novel idea!

I’m sorry gang, but I have to state for the record once again. I don’t find this “get together” the least bit productive, or see how it answers any of the issues we talked about on Monday.

The answer is still “no thanks”.

But that just me.

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Looks as if we have another company in our industry who has had enough of the games being played in the Travel Industry. Paul Henderson, CEO of Pro Travel Network, wrote an open letter to the industry on Friday which Travel Weekly picked up.

I have to hand it to Mr. Henderson, he’s got spunk!

Now I don’t agree with everything, but unlike the Traditionalists in our industry, I’m not going to split hairs or point out “what’s wrong” simply to belittle a message that I do agree with. (A nice trick that I’m sure Paul understands all too well.) The minor points shouldn’t overshadow a strong message that I, and I think most Travel MLM’s can stand behind, although I’ll allow everyone concerned to form their own opinions.

What I like best about this message is that it’s clear that like YTB, Pro Travel Network has no intention of going anywhere and there are a few in the industry would be better off finding a way to co-exist so they can get back to working their own business rather than spending the time they do pointing out what needs to be changed in ours.

Here’s the problem as Mr. Henderson see’s it; there are no guidelines to follow, or legal precedence to go by that gives anyone a stamp of approval to call themselves a “Travel Agent”. Now I know that there are those who have voiced their own set of rules or guidelines, but when you look at what they say and compare it with IATA, CLIA, ARTA, PATH, and OSSN, you end up with WTF.  Or better stated, a melting pot of ideas without one clear leader that defines the role of “Travel Agent”.

In an industry that has “self service” companies like Travelocity, Orbitz, Expedia, and Priceline that enables anyone to book just about any type of travel they want without the aid or service of a “Travel Agent”, (to the tune of $45 BILLION annually no less) you might be asking yourself why some feel that they need to protect this title the way they do. Likewise, the airline industry started this whole mess when American Airlines cut commissions and offered up self service to the masses back in the late 1990′s. So what “qualifies” John or Jane Doe to book an airline ticket themselves? What kind of qualifications are required by John or Jane to order cruise documents, a hotel room, a car? None. Zip. Ziltch. Nadda.

In defense of the “professionals” who are beside themselves, many were brought up in the industry much differently than it is today, and many have been members of the industry much longer than many of us “newbies” who only have a couple of years under our belts. However, it’s ludicrous to try to compare this profession to say…a Doctor. You can’t order and do heart surgery yourself like you can a cruise and I seriously doubt you ever will. But that’s the way it is in this industry. People simply make up their own set of rules and stories in an attempt to rid the industry of a model they clearly love to hate, but at the same time clearly can’t grasp.

Case in point is Joystar. Mr. Henderson like myself clearly understands that Joystar was never a “Card Mill” or an “MLM”. (I told you that back in October of 2007) But I don’t know if Mr. Henderson understands Bill Alversons connection to TravelMax which was an MLM and simply followed him over to Joystar because many believe once and MLM’er ALWAYS and MLM’er. (Part of the ignorance we deal with.) Nor does it explain companies why Cruise Value Center closed abruptly a few month ago who was also not an MLM. In addition, the small number of RTA’s that I can count on one hand who cut YTB out of the mix and booked directly with a supplier only to walk off with the money (out of more than 300K who have been involved) there are hundreds more in the traditional arena who are caught and prosecuted doing the same thing. But like the issues surrounding what makes anyone a legitimate “Travel Agent”, those stories are simply ignored and fingers are promptly pointed back the direction of MLM.

The problem in this industry IS MLM according to some, and they spend an incredible amount of time and effort in their own personal missions to save everyone from the evil MLM’ers who never have and never will be successful. (By the way, that would include yours truly. ;-P) It appears that Mr. Henderson also sees right through the smoke and mirrors of this illusion…

Neither are all MLMs bad.  What a ridiculous notion.  Who says they are?  Those who have never had success in it or see it as a threat to their models?  Or those who use these bashing techniques as promo for their previously unrecognized companies?  Travel is a 7 Trillion industry, so I hardly think competition is the issue.  MLM has just become another “buzz word” created to label those we don’t like.  Is there anyone today that sees Mary Kay as a bad business model?  Warren Buffet owns Pampered Chef.  Is there anyone out there who hasn’t eaten from Tupperware?  Avon is a household name.  So why can so many traditional companies such as American Express, etc., sell a home-based agent product, with training and accounting tools, support, etc., but if an MLM does it, it is no longer a valid product?  Come on!!!

So how can we judge any travel-related MLM, as good or bad. If they book lots of travel…they must have cheated.  Or we take their number of agents and divide into travel revenue to show that each agent only booked or earned this or that, as if that means anything.  I was taught as a child that less than 20% do over 80% of the work.  If an MLM agent takes an unwarranted FAM….oh my God, the end is near.  So we spend hours picking apart one another’s business, instead of addressing the real issues of concern…that perhaps a bad company has exploited.  Fix the issues, the exploitation goes away.

There in lies the both the problem and frustration that so many of us have concerning these critics who have entirely too much time on their hands to dream up and concoct the blogs, forums, and posts that they do. If you actually look at the real issue, you have to look inward and admit that YOUR model is flawed, and some just can’t come to grips with that idea.

Once again, we have another solution to sit down and talk about the issues face to face.

I would love to sit in on the panels or boards to help defend, not MLM nor card mills, but fairness.  To look at what is fair.  Let’s face it, most travel agents don’t book $1,000,000 per year.  Since only a few even hold the IATAN card, that means most book far less than $50,000/yr.  Many thousands are part-time.  Does that make them less qualified to make a booking?  So this must be researched and carefully thought out, debated and discussed.  But, I do believe all bad agencies and hosts should be terminated, but we must first, as an industry come together to create what guidelines allow for that.  Otherwise, we must stop pushing rules that do not exist!!!

I have no idea if Mr. Henderson’s response to our critics has anything to do with this or not, or if he even knows about the “witch hunt” that’s brewing for yet another look at MLM’s at the end of the month, and I’m afraid that no one from the MLM industry has been invited to participate. Instead, we can look forward to even more spam that gets promptly deleted when it arrives in our “in box” with the nonsense both of us have apparently been bombarded from some very irate and frustrated people.

I couldn’t agree more that until the industry starts looking at a clear definition of “Travel Agent” the intense energy spent by these critics to warn everyone do more harm, and cause more confusion for everyone involved. But like my alcoholism, these traditionalists need to take a hard look at themselves in order to do that, and I see no signs of it I’m sorry to say. Meanwhile, I’ve seen plenty of MLM’s change, adapt, and respond to the issues going on in the industry, and that shows strength, not the weakness as some like to spin.

Overall Paul, what the MLM’s need to do is walk the walk and given time, the traditionalists in the industry will exhaust themselves, especially at the pace their going. Like the Mary Kay’s, the Tupperware, the Avon’s, and the Primerica’s of the MLM industry, time will prove that our model DOES work with the proper management behind it. (As proper management is key for any business model.) I’m afraid that you’ll be hard pressed to find anyone at this point who is willing to listen to your ideas on the other side of the river, which they call “da Nile”. I agree it’s frustrating, it’s sad, and it’s extremely unproductive, but there’s really not much anyone can do to help until they’re willing to admit that we can help.

From where I sit, they’re just not ready and I can’t see any clues that they ever will.

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