“Despite our best efforts, demand for overnight cruises has not recovered following the pandemic, and AQV has become financially unsustainable. We thank you for your support and deeply regret any inconvenience this causes you.”
That is a message no one wants to hear! However, that is exactly what you will hear when you call American Queen Voyages, which ceased operations last week.
In the wake of the unexpected closure of American Queen Voyages, agents with bookings now face a significant challenge. This development obviously has some financial impact on clients and agents, but it also impacts consumers’ trust in travel professionals. as a whole. Navigating these troubled waters requires a strategic approach and a solid understanding of working with reliable suppliers.
Firstly, it’s crucial to acknowledge the importance of selecting solid, preferred suppliers. Such partnerships are foundational to a travel agent’s future. In the case of American Queen Voyages, many agents are now grappling with the fallout of a seemingly stable supplier abruptly ceasing operations. This scenario underscores the need for thorough vetting and continuous evaluation of suppliers, considering factors like financial health, reputation, and operational history.
The priority for agents dealing with affected customers is clear communication and swift action. Clients who have lost money or face disrupted travel plans need immediate attention. Agents should provide clear information about the situation, outlining the steps being taken to rectify issues or secure refunds.
Moreover, agents must stay informed about travel insurance policies and consumer protection plans. Encouraging clients to opt for travel insurance can safeguard their investments against unforeseen supplier failures. Agents should guide clients through the insurance claims process, making it as smooth as possible. Down the road, this will prove to be a perfect example for clients to consider when they refuse insurance.
Lastly, this incident serves as a reminder of the dynamic nature of the travel industry. Continuous learning and adaptation are key to navigating its uncertainties. Agents should invest in ongoing education and networking, staying abreast of industry trends, emerging risks, and, yes, industry gossip.
Communication will be key for those with clients booked with American Queen Voyages. As bankruptcy is on the cards, speed will be critical as there will be deadlines to be met if the client is to get any type of refund.
And while a situation like this is never fun, it can be an opportunity for you. Contact your local and regional media and give them the information they need to pass along to their viewers, listeners, and readers. Position yourself as the expert and use the chance to spotlight why having a professional on the clients’ side is imperative. Emphasize that insurance might be able to help. Stress that American Queen is not unique and may have gone under, and many more will.
As they say, turn the lemon into lemonade!
