Concerned Mexico-bound clients are calling their agents to cancel or at least ask questions about the seriousness of the swine flu outbreak, which has hit Mexico harder than any other destination.
Some agents continue to sell Mexico, but not everyone: Just Cruisin’ Plus in Nashville has “put a stop-sell on all Mexico destinations until there is an end in sight for the problem,” according to Sherrie Funk, president.
Similarly, Jeri Pollyea, an independent contractor with Protravel International in Sherman Oaks, Calif., said that because she expects stronger advisory language from the State Department, she “will not recommend my clients to take a vacation there right now.”
Mary-Ellin Doolittle, an independent contractor with Valerie Wilson Travel in Ponte Vedra, Fla., said she is hesitant to sell Mexico and will advise clients so.
At the other end of the spectrum, Eric Ardolino, president of A&S Travel in Wallingford, Conn., said he is selling Mexico even in the near term. He is scheduled to go to the Riviera Maya on May 8.
A&S is telling clients that the U.S. is prepared should there be an outbreak, and that “limited areas are being affected,” Ardolino said.
Most agencies say clients are so far only concerned about Mexico, but Ardolino said he has customers expressing concerns about California and Texas.
Great Getaways in Leawood, Kan., has had one cancellation and does not expect to sell Mexico in the near term, said Barbara King, co-president.
“We urge them to be cautious ... lots of hand-washing and not to overact,” King said. “We went to China when SARS had a second outbreak. We were fine. Sometimes the media dramatize events.”
Great Getaways is redirecting likely candidates for Mexico trips to the Bahamas, the Dominican Republic, Grand Cayman and Jamaica.
Funk said Just Cruisin’ Plus is redirecting customers, too, mostly to Aruba and Jamaica because other Caribbean destinations are too expensive for close-in flights.
Jeff Gordon, president of Gordon Group Professional Cruise Planners in Davie, Fla., said his agency had had no client calls asking about the epidemic, as of 2 p.m. on Monday.
Nevertheless, he said that since his agency is in the cruise business, “we will let our clients know that based on past history, the cruise lines will avoid areas that would put their passengers and crew at risk.”
If the lines continue sailing to the western Caribbean or the Mexican Riviera, “we will most likely steer our clients to other itineraries,” Gordon added.
John Krieger, president of Cruise & Tour Center in Dallas, said his agency won’t sell away from Mexico unless the situation worsens.
For those wishing to cancel or choose a new destination, agents said suppliers have been cooperative, especially the airlines.
Funk reported that tour operators are allowing changes to other destinations but they are not so liberal about cancellation, unless the customer has the tour operator’s waiver.
So far, agents said that travel insurance is proving helpful only if clients bought cancel-for-any-reason coverage.
Mexico specialist faces a rough Monday
The staff at Judy and Maria’s Travel in Coatesville, Pa., were inundated on Monday morning with calls from clients considering or wanting to cancel trips to Mexico.
The staff had just returned from a meeting on Mexico’s Riviera Maya with Apple Vacations’ management team and AMResorts’ management.
The agency finds itself at the heart of a blizzard of customer questions because it sells the products of only one supplier, Apple Vacations, and only three destinations: the Dominican Republic, Jamaica and Mexico.
Judith Heydt, the agency’s co-owner, said, “The media are instilling fear. Clients are requesting to cancel their vacations for next November and December. They are also expressing interest in travel within the United States.
“This flu epidemic will definitely affect Mexican tourism, but more so, the tour operators, airlines and travel professionals.”
On the bright side, she said her agency had “numerous bookings” on Monday for Mexico trips. In other cases, final payments were applied.
“The experienced, mature traveler is knowledgeable and will not panic,” Heydt said.
If clients want to go elsewhere, the agency will redirect them to the Dominican Republic and Jamaica.
“We are here to save business and to develop future relationships from customers,” she said.
-- N.G.