Letter writer can run from YTB, but he's running from business

I am not interested in apologizing for those two so-called YTB reps mentioned in Danny Borg's letter ["Whenever YTB comes a-knockin', 30-year veteran starts a-runnin'," July 7] but I have to say that I am thankful that those types are few and far between. They missed the boat regarding customer relations, business ethics and business etiquette.

Trust me, Danny, even though they thought their intentions were honorable, their approach lacked finesse. I don't blame you for not wanting to do any business with them. However, I do believe that you should look at the business model that YTB Travel Network and YTB Travel and Cruises have to offer, because it is spectacular.

There are brick-and-mortar travel agencies that are associated with YTB Travel Network because they saw the possibility of increasing their bottom line without compromising their customer service. And they saw an opportunity to increase their customer base with people they were not reaching because of the convenience of the Internet.

Realize that you are missing out on the income-producing group of people who are comfortable with making their own plans and bookings on the Internet. They have sidestepped your store because they can accomplish this task from the convenience of their own home at whatever hour of the day suits them. They are either using a family or friend's YTB website or Expedia or Priceline, etc. But whichever e-company they are using, they are not coming into your store to see you.

Regardless of the cost of maintaining the website, which is a constant update of pricing and trip information, the monthly charge is no more than you pay for your cellphone or for an extra line for the fax machine. That is just the cost of doing business, and since it is tax-deductible, it is no cost in reality.

And isn't it great that if a customer of ours cannot get in touch with us, they can fall back on the YTB Corp. office hot line where they can talk to another travel professional equally qualified to answer all their questions? Who do your customers call when they cannot get in touch with you?

Rest assured that the comments you made in your letter will keep all YTB reps away from you and your business. But that only means you have lost out on some really great business friendships and networking relationships. I know I won't be contacting you to offer you a new way to get new money flowing to your business. And isn't what makes business grow relationships and networking?

Kathryn Hoyt
YTB Travel & Cruises
YTB Travel Network
Brooksville, Fla.

Getting co-op ad money isn't hard, and damage deposits are typical

I would like to comment on the letter from Steve Overing headlined "Royal Caribbean damage deposit annoys Girl Scout troop's agent" [June 30].

I do a fair amount of direct mail and media advertising. I have never had problems getting co-op money from Royal Caribbean or most other cruise lines. In fact, I found Royal Caribbean to pay faster with fewer hurdles. In the last two years I have had several Royal Caribbean district sales managers, and each has not only approved co-op advertising but has encouraged its use.

I keep a copy of all cruise lines' and suppliers' co-op policies, along with their forms to apply for co-op funds. When preparing a marketing plan, I have these policies in front of me if I plan to apply for co-op money. This assures me that when I apply for co-op money, there is a good chance I will not encounter any problems.

I suspect that your co-op ad did not fit their policy of what is acceptable. You might want to sit down with your DSM and determine why he or she is turning it down.

With regard to the damage deposit, this type of policy is very common when booking groups of students. I would venture to say that most hotels and resorts in Cancun as well as other destinations require such a deposit. As we all know, kids will be kids. That's why most cruise lines have age restriction policies for passengers in a cabin.

Joseph Goodman
International Tours and Cruises
Warminster, Pa.

Bob Crandall is only one thinking right on airlines

Regarding the recent articles by Nadine Godwin, I think Bob Crandall is the only one who is really thinking about how to solve the airline situation in this country. Merging airlines, canceling flights, laying off employees, adding miscellaneous extra charges, etc., won't solve the problem. Crandall is the only one making sense.

Neil W. Ostergren
New York

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