Carnival UK chief executive David Dingle has denied the company is slowing down a move to sell more cruises direct for fear of a travel agent backlash.
Around 10% of bookings through Carnival UK’s brands – P&O Cruises, Ocean Village, Cunard and Princess Cruises – are direct from consumers and 90% remains through the trade.
Speaking at an e-tid breakfast briefing, Dingle said: “I don’t think we are sitting here getting worried that we shouldn’t allow direct access because it will upset agents. Agents are quite mature enough to see the bigger picture. Successful agents are capable of growing enormous loyalty around customers.”
While some customers will always want to book direct, agents still had a “very significant role to play” in advising customers, he said.
Travel Counsellors chairman David Speakman responded by saying that if the cruise company moved more of its business direct, its agents would respond accordingly.
He told the briefing: “If they did, we would move elsewhere. There are too many whingeing agents who have not adapted to the market. If we cannot make money out of Carnival we would go to someone else; that’s how it works.”