Tips for Managing Group Travel Expectations

The Huffington Post published an article recently with the most overrated travel destinations as chosen by its readers. We here at FLG think all of these places have their merits but do agree that the sales pitch of some destinations can be much more enticing than the reality. We all know that when anyone is trying to sell something, they only show you the good parts. That's the way sales works, right? The key is managing expectations.

So what does this mean? It means that, when helping your client choose a destination, you need to be aware of the perceptions of a specific location and understand that they may not be accurate or the same as what you know. Ignoring these details will make for a very disappointed client. Sell the good stuff, definitely, but be honest about the reality too. In the long run, everyone is happier.

Um, is this really the beach?

Here are a few of FLG's tips for managing expectations:

- Be honest about a location and tell them about possible pitfalls or unpleasantries. For many, a place like the Caribbean sounds very exotic (and it IS beautiful) but the cruise stops can be dirty, touristy and crime-ridden. Don't gloss over the fact that many airports in the Caribbean aren't air conditioned and your people could spend some time sweltering in line. Be sure to mention the sheer distance between the Vegas hotels or that most food there is considerably more expensive than a $2 steak dinner. While we may know these facts and take them as a given, many people who do not spend their time traveling do not.

- It's estimated that nearly 30% of flights are delayed or cancelled. It can get even higher when you consider the airline or airport (I'm looking at you ORD). Remind your clients about the importance of choosing higher-quality airlines for their group travel because they have Inline Agreements.

- Our CEO, Sandi Daniel, recently said: "If budgets don't move, then expectations have to." Pretty good advice. Many clients have relatively the same budget they had five years ago. In the post-AIG, recession-ridden world, many luxury hotels were offering bargain basement pricing just to get people in the door. In 2014, you just can't get the same deals anymore. Simply put, without a bigger budget in 2015 (and beyond), the hotel options are just not going to be the same 5-star quality they enjoyed so inexpensively in 2010.

- Really explain the difference between run-of-house, "garden" or "lagoon" view, ocean view and ocean front. You'd be surprised how many people don't understand.

- Be aware of the customs, holidays and culture of the areas/countries that you are considering and be prepared to explain them.

- Group rates for hotels and airlines are not the same as what you find on Kayak or Expedia. They are often different because of the sheer size of the group. This can make the rates higher or lower, depending on the season and occupancy at the time of booking. Explaining this fun fact is one of the hardest things in the group travel world but it's pretty darn important.

- Be careful to explain the details of hotel and air attrition/utilization clauses. I cannot stress this enough. It is absolutely vital to managing their budgetary expectations.

In short, clients don't always know things that travel professionals take for granted. Making sure everyone is on the same page is the key to a happy client and a saner you.

- Anjee Sorge

Brand USA

Brand USA is a public-private not-for-profit organization created by the Travel Promotion Act of 2009 with the mission to generate increased international visitation to the United States and to grow its share of the global travel market. To accomplish this daunting task, Brand USA will use marketing campaigns, programs and partnerships with the travel industry. The incremental increase in international visitation will generate billions of dollars of revenue, which will in turn create new American jobs. While the United States welcomed 60 million visitors in 2010, its share of the international travel market has decreased significantly over the past decade. The U.S. share of long haul international travel fell from 17.2% in 2000 to 12.4% percent in 2010. Brand USA, the U.S.’s National Tourism Marketing Organization hopes to reinvigorate the nation’s image and recapture its share of the market.

Brand USA plays a unique role as the nation’s first cooperative destination marketing organization. With a country as expansive and diverse as the United States, it is important to have an organization that is dedicated to marketing the country to the world, and bringing visitors here to showcase all of the amazing opportunities and destinations the United States has to offer. As incentive travel experts, we’ve been to a wide variety of destinations around the world and can tell you that there is no place in the world like the United States with its limitless destinations and attractions. We look forward to following Brand USA’s journey in bringing visitors to this great land.

For more information about Brand USA and how it is working to market the United States, please follow this link. http://www.thebrandusa.com/

Order a Tall, Non-Fat Latte: Support an Employee’s Education

If you read our previous post, then you know that non-cash incentives are a proven way to increase your company’s bottom-line and motivate your employees to be the best they can. Starbuck’s must have gotten the memo. Starbucks announced in June that their new incentive program will cover the cost of college for their employees in a new partnership with Arizona State University. Starbucks employees who want to finish college will get some help with their tuition, but it won't be a free ride. A student who completes all four years at Arizona State University's online program could pay in the ballpark of $30,000, according to calculations based on tuition costs. Also, a significant slice of the cost won't be paid by Starbucks at all, but by its partner, ASU. Workers who are admitted will receive a scholarship from the college that will cover 22% of their freshman and sophomore year's tuition. The remaining balance will have to be paid out of pocket by the student or through traditional financial aid. Workers completing their junior and senior years will get a 44% scholarship from ASU. The rest of the cost will be taken out in student loans which Starbucks says it will pay off after students complete each semester.

Starbucks says research, provided by ASU, shows that funding the semester up-front increases the drop-out rate. Tuition for ASU's online program is about $15,000 per year. "It's going to cost millions of dollars, but I don't view it as a cost," Starbucks CEO Howard Schultz told CNNMoney's Poppy Harlow in an interview. "I view it as an investment. And I'm so confident that this investment is going to drive performance and value for our shareholders." Most of Starbucks’ 135,000 U.S. employees are eligible to apply. The main question asked about this program is, why? When employees who graduate take off their caps and gowns, it's entirely possible they'll also hang up those green aprons. There's going to be more than enough options for those employees at the Starbucks of the future. They're consistently evolving in terms of what the stores are. The trick is to look at Starbucks as a consumer products company, not necessarily a coffee retailer. The approximately $30,000 cost of two years of tuition is worth it to keep quality employees with the company.(1) Starbucks did a great job at listening to their employees and coming up with an incentive system that not only motivates their employees to work but also helps better their lives. What is your company doing to motivate your employees and reward their accomplishments?


For more information about incentive programs and how to motivate your employees check out our website www.firelightgroup.com.



1. Wallace, Gregory, and Amanda Hobor. "Starbucks Workers Could Pay $23,000 for 4-year Tuition." CNNMoney. Cable News Network, 20 June 2014. Web. 29 June 2014.