There's nothing more touchy in travel agent land than cruise lines bypassing them and selling directly to consumers, which many cruise lines are increasingly doing. Cruise lines still rely heavily on travel agents, and pity the poor cruise line employee who candidly confides to the customer that booking through the cruise line directly will save some hassle and money.
Princess Cruises has disavowed language questioning the value of travel agents that an employee sent to a travel agent’s customer.
In the email, the Princess vacation planner wrote to the customer, “Why book with a travel agent when you can get all of the benefits of booking directly to us, at no cost to you?”
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