Every challenge comes with an opportunity to learn and grow. Smart people and good companies take full advantage of such an opportunity while others – well…not so much.

Carnival has been an interesting “case study” over the last few years. The various challenges the with rising fuel prices and the eventual recession that followed keeping more people at home, Carnival has managed to handle the adversity very well with a willingness to make tough choices, and the ability to rethink and transform their operations to streamline their business and continue to turn a profit.

Automation has played a key roll in Carnival’s transformation and ability to remain “The Most Popular Cruise Line in the World”. It’s not that you couldn’t book and manage clients through Carnival’s agent portal prior, but much of the “call center” activities that lingering old timers have known for years is now gone. (And they’re visibly upset – as usual.)

Early Saver, Pack & Go and Interline Rates have been handled via automation for a while now. Resident Rates, Senior Promotions, Military Rates and Travel Agent Cruise Sales recently went into automation mode August 1st. With so many new features now handled online only, Carnival decided to streamline their Agent Portal for ease of use with a totally new agent portal called GoCCL.com.

GoCCL was created with the Agent in mind, making it easier-to-navigate, more information than ever before, and it’s even Google-search-powered. The end result helps agents speed up the sales process along with some innovative and creative tools to help market to clients and prospects.

Carnival focused on these key areas:

• Improved design and organization – Carnival took all the constructive feedback and designed GoCCL.com around the concept that the right tool is only one-click away. You’ll always be ready when your customer is.
• The right information – when you need it. Now, there’s no more searching around the portal for information you need. GoCCL.com features a completely redesigned Resource Center that gives you lightning-fast access to a comprehensive library of sales programs and product information. Finding the right link is a breeze with GoCCL’s Google-powered search engine.
• Booking Tools – Create and manage reservations, access FunShipPay and verify Guest Document Status.
• Marketing Tools – It’s the one-stop place for all of your marketing needs, including the updated Ad Wizard, eBrochures, Collateral Ordering Tool, Brand Center, Fun Itineraries – as well as our Carnival Fun Tees!
• Training – Explore informative training videos, exclusive Webinars and learn more about how to advance your business at CCL University. You can also browse schedules and register for executive conferences, exciting shipboard events and our signature “Funtastic” Fam Weekends.
• Resource Center – This is the place to get all the information you need. You’ll find Carnival news and updates, FAQs, forms and policies, and Carnival products and program details. Be sure to check out our value-packed Knowledge Center: a great reference resource with facts about Carnival procedures, ship and port information – and much more.
• Specials – Get the scoop on Carnival specials, Early Saver fares, promotional programs, featured specials and other great deals for your clients.
• News and Alerts – The home page news ticker displays Carnivals latest news and important advisories and remains visible throughout the site.

The GoCCL portal is a state-of-the-art sales and marketing tool that will not only keep Carnival number one, but possibly widen the gap as new agents embrace the technology that’s available today. From the looks of it, it will make sales and marketing faster, easier, and more powerful than ever before.

If you look back over this blog and all the articles we’ve written about Carnival over the years, you’ll see that change is in fact a good thing. It’s not about being broken or unproductive – it’s about tweaking and moving forward in today’s fast paced and information rich environment with more opportunities than ever before. Reminds me of another “business model” that’s near and dear to our hearts. (And we’ve documented plenty about THAT topic here too!)

So go check out GoCCL.com. I think you’ll like the upgrade once you come aboard!

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If you didn’t know that June is Carnival Month with YTB Travel – you’ve got to be hiding under a rock somewhere. Carnival has been sending out all kinds of promotional e-mails this month and even offered up a couple of live webinars to assist the YTB sales  field in promotions and sales.

The month got kicked off to a great start with a “Cash Back” promotion that clients still have time to get in on before the end of the month. YTB Travel will conclude the month long promotion with Carnival with yet another “Sail-A-Thon” coming up June 29th. (More information on that next week.)

Communications were sent out yesterday about Carnival’s newest ship, the Carnival Magic which will home port in Galveston, Texas and offer 7 day sailings. The Carnival Triumph will move from New Orleans to Galveston as well to take over 4 and 5 day sailings. Galveston has always offer some of the best rates from any home port.

New Orleans will still be covered as well, including a fabulous new 7 day itinerary option. Both the Carnival Ecstasy and the Carnival Conquest will move to New Orleans offering 4, 5 and 7 day cruises options. Once again, New Orleans will have two ships making the “Big Easy” it’s home. Something we haven’t seen since Katrina hit back in 2005.

Here’s a list and time line for all the changes:

• 9/22/11 – CARNIVAL ECSTASY begins service from New Orleans
• 10/6/11 – CARNIVAL TRIUMPH begins service from Galveston
• 10/28/11 – CARNIVAL MAGIC 16-DAY TRANSATLANTIC FROM BARCELONA TO GALVESTON!
• 11/13/11 – CARNIVAL CONQUEST begins service from New Orleans with 3 different seven day cruise options!
• 11/14/11 – CARNIVAL MAGIC begins service from Galveston

Both Galveston and New Orleans ports are fabulous destinations in themselves and to combine the cruise offerings, makes this a perfect choice for a Carnival Cruise. You’ll want to promote these ships and sailings now to capture this business!

The following release was sent out yesterday.

NEW 130,000-TON CARNIVAL MAGIC TO OPERATE SEVEN-DAY CARIBBEAN CRUISES FROM GALVESTON BEGINNING  NOVEMBER 2011,

TO BE PORT’S LARGEST YEAR-ROUND SHIP

Carnival Conquest, Carnival Ecstasy to Sail Year -Round From New Orleans,

Returning the Line’s Capacity to Pre-Katrina Levels

MIAMI (June 23, 2010) – Carnival Cruise Lines’ newest ship, the 3,690-passenger Carnival Magic, will operate seven-day Caribbean cruises from Galveston beginning Nov. 14, 2011, becoming the largest cruise ship based at the port year-round.  Additionally, the 2,758-passenger Carnival Triumph will reposition from New Orleans to Galveston to operate year-round four- and five-day Caribbean cruises from that port beginning Oct. 6, 2011.

Homeporting the Carnival Magic and Carnival Triumph in Galveston represents the largest-ever capacity commitment by a cruise line to Texas.  With these deployments, Carnival expects to carry more than 450,000 guests annually from Galveston – a 28 percent increase over the current year.

In turn, the 2,974-passenger Carnival Conquest and 2,052-passenger Carnival Ecstasy, both of which are currently based in Galveston, will reposition to New Orleans to operate year-round departures from that port, returning the line to pre-Katrina capacity levels there.  With Carnival Conquest and Carnival Ecstasy, the line is expected to carry nearly 340,000 passengers annually from New Orleans – the most of any cruise operator.

“Deploying the new Carnival Magic to Galveston and increasing capacity on our popular short cruise program with the Carnival Triumph is a clear indication of the tremendous appeal and growth of this key homeport, which consistently earns high marks from our guests,” said Gerry Cahill, Carnival president and CEO. “At the same time, we are very pleased to return to pre-Katrina capacity levels in New Orleans with the Carnival Conquest and Carnival Ecstasy – a wonderfully positive indicator of the city’s continued growth and recovery,” he added.

Carnival Magic, Carnival Triumph from Galveston

Carnival Magic, which is slated to debut in Europe in May 2011 with a host of innovative facilities and features, will offer two different week-long itineraries from Galveston, including seven-day western Caribbean voyages to Montego Bay, Grand Cayman and Cozumel, and week-long eastern Caribbean cruises to Nassau, Freeport, and Key West.

Carnival Magic will offer many exciting amenities including a spectacular water park, an exclusive adults-only retreat, a wrap-around promenade with whirlpools that extend out over the ship’s sides, and expansive spa and children’s facilities.  Also featured will be a variety of stateroom choices, including deluxe ocean view  accommodations with two bathrooms, some of which feature five berths and hold particular appeal for families; cove balcony cabins located closer to the water line; and spa staterooms that provide special access and benefits.  A number of new innovations are scheduled to be announced in the near future.

Prior to launching year-round Caribbean service from Galveston, Carnival Magic will operate a series of seven-, nine- and 12-day Mediterranean voyages from Barcelona May 1 to Oct. 16, 2011; followed by a 16-day trans-Atlantic crossing from Barcelona to Galveston departing Oct. 28, 2011.

Also being deployed to Galveston is the Carnival Triumph which will operate year-round four- and five-day western Caribbean cruises beginning Oct. 6, 2011, becoming the newest and largest ship to operate a year-round short cruise program from that port.  Four-day cruises depart Thursdays to Cozumel, while five-day voyages depart Mondays and Saturdays and visit Cozumel and Progreso, Mexico.  Carnival Triumph offers many guest-pleasing features and amenities, including nearly 500 balcony staterooms which are very popular among consumers and typically not available on short cruises.

Expanded Capacity from New Orleans

Carnival Conquest will reposition to New Orleans for year-round seven-day Caribbean cruises beginning Nov. 13, 2011.  The ship will offer three different week-long Caribbean options from New Orleans: a new western Caribbean program featuring Montego Bay, Grand Cayman and Cozumel, an eastern Caribbean itinerary to Key West, Freeport and Nassau, and exotic western Caribbean cruises to Belize, Roatan and Cozumel.

Carnival Ecstasy will operate year-round four- and five-day western Caribbean voyages from New Orleans beginning Sept. 22, 2011. The ship underwent a multi-million-dollar renovation last year that added an expansive water park, tropical-style main pool area, adults-only retreat and 98 balconies to existing staterooms.  On the Carnival Ecstasy’s new itinerary, four-day cruises departing Thursdays visit Cozumel, while five-day cruises departing Mondays and Saturdays call at Cozumel and Progreso, Mexico.

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One of the most forward thinking and innovative suppliers in the Travel industry in my opinion is Carnival Cruise Lines. They were one of the first to embrace YTB in the early days, and haven’t been swayed by myths or phobias surrounding the Network Marketing industry. It’s just “business” – and they don’t get caught up in the drama. YTB has consistently produced sales for the cruise line which in part enables the line to maintain their distinction as “Most Popular Cruise Line in the World.”

In another innovative move – Carnival will be launching a “cash back” promotion next Monday (June 7th) of up to $160 per stateroom with a variety of cruises through February 2011.

While I’m sure YTB  would like to take credit for this promotion which currently provides “cash back” through ZamZuu, Carnival designed the program on their own to entice more people to book cruises.  Saving money is still a big hot button these days, and they’ve found a way to capture what’s hot. By offering “cash back” in amounts ranging from $80 per stateroom to $160 per stateroom via a shipboard credit, the hope is that it will tip the scales in Carnivals favor over other cruises offered during this time.

Cash back amounts are based on cruise length and can be redeemed on board during the cruise for a variety of options and amenities. If by chance you don’t use your allotted amount – you’ll get a check at the end of your cruise.

Credits will be offered starting on 3-day and longer cruises and include the Caribbean, Bahamas and Mexico from 15 convenient departing ports in the US.

The “Cash Back” details are as follows:

• $40 per person (max $80 p/stateroom) on select 3-, 4- & 5-day sailings
• $80 per person (max $160 /stateroom) on select 6-day or longer sailings

The shipboard credit is automatically applied on guests’ Sail & Sign accounts when they board their cruise and can be redeemed toward shore excursions, spa treatments, gift shop items and a variety of other shipboard purchases. Any unused funds at the end of the cruise will be returned to guests on debarkation day in the form of a check.

The new promotion is capacity controlled and applies to new individual bookings for category 4A and higher. Bookings have to be made between June 7 and June 30, 2010 to qualify for the promotion and it is valid with the “Fun Select” advance purchase discount fares. Guests must request fare code OCB when making the reservation.

The Cash Back promotion will be promoted nationally via TV commercials and local radio spots as well as through a direct-response TV spot. I suspect it will also be a very hot topic during tomorrow nights YTB Travel Network webinar with Ann Sedgwick. (For YTB Travel Network Agents only.)

If you happen to be on our newsletter, you already know how to register for this webinar, and I highly suggest that you get yourself registered. If you’re not on our newsletter – shame on you! (Get yourself registered now.) In the meantime, if you don’t have the info to get on this, send a support ticket to the home office through your back office and they’ll get you the hooked up with the webinar tomorrow night.

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I really enjoy reading other blogs – especially when they’re entertaining and fun to read. One of my favorites happens to be John Heald’s blog.

If you don’t know John, you probably should if you’re part of the Travel Industry. John’s the Senior Cruise Director for Carnival Cruise Lines and started blogging back in March of 2007 about his experience on Carnival’s latest and greatest ships. According to John (and I have no reason to doubt this) in that three year span he’s had over six million visitors to his site. Many have become loyal readers like me.

John came to Carnival in 1985 and has held the position of Senior Cruise Director since 2004. As Senior Cruise Director, he’s had the privilege of being Cruise Director for the last nine ships Carnival has launched. His latest appointment on the Carnival Dream has been – extremely entertaining to say the least.

I’m not one who appreciates British humor as a whole. There are a very select few that I have come to enjoy over the years, and John happens to be climbing up my list of favorites.

It’s not that John doesn’t take anything seriously. There’s plenty of evidence that he does (otherwise he wouldn’t be entrusted with the position he currently holds) but his perceptions about every day activities and customers complaints are a real stitch.

It’s evident to me that John’s blog has become a real labor of love. The time he takes to answer questions, provide insight, and even pull a couple of favors for customers shows a true loyalty to his readership and his company. He’s become a true ambassador for Carnival.

My personal favorites happen to be customer complaints. The more outrageous the complaint, the more outrageous and funnier the response from John. And for me, that’s a trait we all should have. Too many people take themselves and their perceptions far too seriously. How anyone can complain while on a cruise is something I’ll never understand. (They’re on a cruise for goodness sake!)

Everything is neutral and nothing has meaning except for the meaning that you give it. John not only handles complaints in stride, but with humor. He’s not mean or nasty about it any way – but certainly puts any complaint in it’s place with a sarcasm and lightheartedness that everyone could use more of.

John’s become such a prominent fixture in the industry that he’s been invited to open Travel Weekly Cruise & Tour Virtual Conference and Tradeshow at the end of this month. This two day event held on March 30 and 31st will give you an opportunity to hear John via the live webcast designed to promote and educate the joy of cruising with the industries finest.

Regardless if you can make Travel Weekly’s Virtual Tradeshow, you owe it to yourself to check out his blog for insight and a number of good laughs. You and even subscribe via RSS for updates right in your inbox. It’s been a great escape for me, if only for a few minutes, and I always come away with a smile – and to me – that’s what life’s all about.

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I had this scheduled for Friday, but with so much attention on our good friend Andy Cauthen, I decided to bump this back until today.

That being said, this may not be “news” for many who follow the industry closely, but I still wanted to offer up how I perceive this news. For those of you who know poeple who always look at things in a negative light, you might consider making a push to contact these people now, before Carnival’s 5% price increase goes into effect on March 22nd.

According to Carnival’s Press Release:

Carnival Cruise Lines is reporting record wave season bookings, with strong reservations activity for 2010 departures.  As a result of the strong booking volumes, a general price increase will be implemented effective March 22 for all summer sailings in June, July and August.

For the period of Jan. 1 through Feb. 21, 2010, bookings were at unprecedented levels for the line’s 22 ships which operate three- to 15-day voyages from a variety of convenient North American home ports.

Carnival President and CEO Gerry Cahill said, “We’re seeing significantly increased volume as consumers are taking advantage of the incredible value that a Carnival cruise provides. And while pricing hasn’t fully recovered to 2008 levels, we are increasing prices and will implement an across-the-board increase effective March 22.”

He said that the price increases will vary by departure date but will be up to 5 percent.

Cahill attributed the record booking activity to a wide range of factors, including strong travel agent partner support, targeted marketing initiatives, itinerary enhancements and the wide variety of close-to-home departure points.

Wave season typically runs from about mid-January through early spring and is traditionally the busiest, most important booking period in the cruise industry.

Carnival Cruise Lines is the largest and most popular cruise line in the world, with 22 “Fun Ships” operating voyages ranging from three to 15 days in length to The Bahamas, Caribbean, Mexican Riviera, Alaska, Hawaii, Panama Canal, Canada, New England and Europe.

Carnival also has two new ships on order — the 130,000-ton Carnival Magic, which is scheduled for delivery in 2011, and a sister ship set to debut in 2012.

For additional information on the Carnival vacation experience, contact any travel agent, call 1-800-CARNIVAL or visit carnival.com.

###

If by chance you’re thinking to yourself that I’ve lost my marbles over a price increase being “good news” you’ve missed some very key components to Carnival’s message.

Bookings are not only up, but at unprecedented levels. Yes, Carnival made many moves over the last year that helped attract customers, and I don’t want to discount how that played a major role. Cruise customers have seen some very attractive prices in the industry over the last year to 18 months, which some say they’ve not seen in over a decade. Now that the economy is turning around, travelers are once again booking vacations for the upcoming summer season. Because demand is high, the prices therefore go up.

To me, this is another sign that the travel industry is on the mend and it’s good for everyone who works in this industry.

I remember talking with George Dooley this summer before the Convention and the interview we had together. We were talking about how it took one and a half to two bookings to make the same amount of commission in years past because of the lower prices to attract customers. Our total number of booking was in fact up in 2009, but we didn’t reach the same level in commissions from years past due to the lower prices. We worked harder for less money.

It’s good to see prices on the rise again in that regard.

Could the price increase backfire on Carnival? Possibly – but even with a 5% increase, the lines pricing is still below other cruise lines who offer the same itineraries. What’s going to be interesting – or something to look for – is if other lines follow suit. I’m sure Cruise Industry is at least considering a similar move, and those that are showing the same unprecedented levels certainly will announce a price increase in the near future. Those that do, will be the ones to watch as the industry leaders showing the strongest bookings thus far in 2010.

For those that want the bargain basement prices, still have time over the next couple of weeks. If you have some loose ends and quotes out there now, as we do with Carnival, you’ll want to follow up with those people before March 22nd. That is, if you want to offer value to them as an Agent.

Take this as a sign that the industry is following right along with the economic recovery we’re seeing in other sectors – and recovery certainly is good news. Demand is up, and people are looking to take vacations this year.

It’s a much needed “wave” of revenue the industry needs right now.

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With YTB’s Sail-a-thon going currently running with Carnival Cruise Lines until December 5th, I can’t think of a better plug to promote the value of this cruise line. I’ve kept a close eye on our friends at Carnival over the years. Not only has this cruise line been a family favorite for cruising over the years, but I’ve also kept tabs on how they’ve been able to maintain and grow their fleet of ships. While the line has grown over the years, they have also refurbished a number of the older ships to keep them up to date with today’s growing market.

There’s a reason why Carnival is called “The Most Popular Cruise Line in the World” – and Porthole Cruise Magazine just gave the line eight more awards in it’s latest edition to help it maintain this title. Ann Sedgwick is obviously extremely excited about these honors and forwarded the press release to her list this weekend.

Here’s the release for you to not only read, but offer to clients about the value of cruising with Carnival Cruise Lines.

CARNIVAL WINS EIGHT PORTHOLE READERS CHOICE AWARDS, INCLUDING BEST VALUE, BEST ENTERTAINMENT AND BEST CHILDREN’S PROGRAMS

Line Has Earned Unprecedented 109 Awards Over Past 11 Years – Most In Cruising

MIAMI (November 20, 2009) – Carnival Cruise Lines, the world’s largest cruise operator, took top honors in eight categories, including Best Value, Entertainment and Best Children’s Programs, in the annual Readers Choice Awards sponsored by Porthole Cruise Magazine, the leading consumer cruise magazine.

The awards are based on surveys of Porthole readers who rated their favorite cruise line in a wide variety of product- and service-related categories.

Since the awards were established in 1999, Carnival Cruise Lines has garnered 109 individual honors – the most of any cruise line during this period.

Carnival’s 2009 Porthole Readers Choice Awards include:

• Best Value for the Money Line
• Best Children’s Programs
• Best Entertainment
• Best Shore Excursions
• Best Megaship (Carnival Splendor)
• Best Mexican Riviera Itineraries
• Best Theme Cruises
• Best Web Site

“To be recognized by consumers as the top cruise choice in so many different categories, particularly in areas such as children’s programming, entertainment and value, which are core elements of the Carnival vacation experience, is a truly wonderful honor,” said Ruben Rodriguez, Carnival’s executive vice president of marketing and guest experience.

Added Bill Panoff, publisher and editor-in-chief of Porthole Cruise Magazine, “Carnival Cruise Lines appeals to many different cruisers for many different reasons, which is why our readers continually vote them the best in several categories. From ships to onboard amenities to itineraries, the line continues to be a market leader and I congratulate them on their wins.”

Carnival Cruise Lines is the largest and most popular cruise line in the world, with 22 “Fun Ships” operating voyages ranging from three to 12 days in length to The Bahamas, Caribbean, Mexican Riviera, Alaska, Hawaii, Panama Canal, Canada and New England.  The line’s newest ship, the 130,000-ton Carnival Dream, made its U.S. debut earlier this month.  Carnival also has one new ship on order, the 130,000-ton Carnival Magic, which is scheduled for delivery in 2011.

For additional information and reservations, contact any travel agent, call 1-800-CARNIVAL or visit carnival.com.

###

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I lost count how many times I’ve said this…but I’m gonna say it again.

A cruise is the best vacation money could buy.

It was nice to have family (including extended family) together for another cruise. Our daughter called it “The best birthday EVER!” and our son has caught the same bug we did some 12 years ago when Ronda and I took our first cruise.

I did hit the internet for a grand total of 25 minutes, but didn’t even open the laptop until almost the very end of the cruise to download a couple gigs worth of pictures that I took. (Some 400 shots all together on a Fuji S9000 camera I just love.) I uploaded about 60 of them on my Facebook page and will get around to putting more up on Webshots at some point. (Then again – I still have pictures from our last cruise I haven’t uploaded.)

The kids have really gotten the hang of cruise thing. Brittany thoroughly enjoyed dressing up for formal night. (So much so, that she had to get all dressed up for her birthday night.) Brian found the ice cream machines and the 24 hour pizzeria and hardly ate anything else the entire week. Camp Carnival was FABULOUS for both kids. When they ask if they can go, you just know it’s a hit. (Which impressed both Ronda and I.) They really had a great time and our hats are off to all the counselors who took great care of our kids.

Our daughters birthday was an exceptional day in Gran Cayman. The entire family got involved on the Cayman Pirate Adventure as the kids and I were recruited to swab the deck (I was given a tooth brush) and “Mommy Spank Bottom” was tied up and forced to promise to never spank the bottoms of our kids again. Afterward, everyone walked the plank and enjoyed the warm tropical water.

Later that evening we celebrated Brittany’s birthday with the family and wait staff of the Universe Dinning room. Brittany loves to be the center of attention any other time, and handled her birthday no differently. The entire ship was told it was her birthday and she ate up all the attention. (As she always does.)

It’s still amazes me how many first time cruisers I continue to run into. We talked with a number of first time cruisers on this trip who raved about the service, the food, and the size of this floating resort. Non of them had any idea what they were missing, and have all been transformed into cruise-a-holics like we are.

While it’s nice being back, I miss the romance and relaxation of the sea. I bit warmer down in the Caribbean as well. We’re already planning our next cruise and may turn it into a neighborhood event. With another Carnival Sail-A-Thon coming up next week, it would be a perfect time to get the neighbors together to discuss the option of going. (More on the Sail-A-Thon here later, and in this weekends newsletter.)

A trip like this one is part of my “why” I stick with YTB.

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