Virgin Voyages Issues Warning to Travel Agents Over Deceptive Tactics

Virgin Voyages is cracking down on what it deems are questionable tactics by some travel agent partners.

Known as “First Mates,” travel agents use solicitation and discounting to boost sales, which the cruise line says are “important and serious” issues.

Email Warning sent to First Mates

John Diorio, VP of North American Sales, warned agent partners to cut out these activities.

It outlined several concerns, such as foregoing a portion of the agent’s 10 percent commission to offer a discount to their customers. This gives a misleading impression the agent is offering a cheaper cruise fare than other intermediaries and the cruise line itself, Diorio says.

“We are actively monitoring these tactics and reserve the right to cancel your First Mate account and, in extreme cases, limit or cancel your ability to sail. We do not think the above actions are in the spirit of a good partnership or fair to your industry colleagues and we just can’t allow them to continue.”

Instances of Soliciting Guests

Virgin has also noted that First Mates is soliciting customers in social media groups and asking them to transfer their booking from a different agent or Virgin Voyages to them.

There have also been instances of onboard solicitation. This includes leaving business cards and flyers on ships and in cruise terminals promoting a specific travel agency.

“As a reminder, when you sail with Virgin Voyages, you are agreeing to our ticket contract which covers onboard solicitation and expressly prohibits the activity in our terms and conditions to do business with us,” the email said.

Diorio went on to urge travel agent partners to report any further instances. “If you see any examples of the above, please share them with the Sales Team who will sort them out as quickly as possible.”  

Virgin Voyages has a fleet of three cruise ships, with one under construction.