An agent expressed dismay on learning they would earn zero commission on a cruise-only booking requested by a customer who didn’t need the flight element of the Marella package.
Posting on Travel Gossip’s Facebook group, the agent – who wishes to remain anonymous – said they hadn’t previously realised Marella only pays commission on flight-inclusive packages.
They wrote: “Just had an enquiry for a Marella cruise, nice cabin, premium drinks but they want cruise-only as they’re staying on to visit friends afterwards.
“I’ve just queried the ‘zero commission’ with trade to be told, yes no comms on cruise only. So that’s a £3,500 cruise booking I’m not earning a penny – sorry that’s a joke.”
However, TUI pointed out that its zero commission policy on cruise-only bookings has been in place for many years. They added: “As a vertically integrated cruise and travel operator, Marella Cruises designs its cruise programme alongside its flight programme and therefore focuses on package holidays, which represent the vast majority of bookings.
“Cabin-only bookings account for a very small proportion of our business and, as has always been the case, are non-commissionable.
“This approach is clearly set out in our agent agreements and applies consistently across the market.”
Several agents responding to the Facebook post suggested workarounds for the agent, including Rochdale-based Distinctive Journeys agent Andy Sharples.
“I’ve done Marella cruise-only bookings before. I’ve explained to the customer there was no commission and he let me add a booking fee to it. Could you do the same?”
Love Cruise agent Paul Dobson said: “Sadly, it’s been that way for ages. Even when you’re getting comms on the package, you still have to reduce it to match the online price. Will they not let you put the return flight on a later date, provided it’s one of theirs?”
TUI’s spokesperson added: “Our travel trade agents play a hugely important role in our distribution strategy, and we pay commission on package holiday bookings across our portfolio.
“We remain committed to supporting agents with competitive products, dedicated trade support, commercial opportunities and ongoing investment in our trade relationships.”
The stance was reiterated by TUI Group CEO Sebastian Ebel, who took the opportunity during his presentation of the company’s third-quarter results this week to reassure agents they’re still valued, despite the operator’s launch of a new direct-sell brand, Sundeals.
He said: “Retail in all the markets is extremely important for us.”
