Widgety recently caught up with Stephen on board Spirit of Discovery to talk all things Saga Cruises. Stephen shared a closer look at the brand’s exceptional all-inclusive USPs, an exciting update on their expanding river cruise fleet, and how travel agents can best utilize their trade resources to secure bookings.
Damian: Thank you, Stephen, for inviting us onto your ship here on Spirit of Discovery. It’s very exciting to be in Portsmouth. What’s the point of difference for the two ships compared to other brands? How do you get across that price versus what guests actually get as an experience on board?
Stephen: I think initially it’s quite easy to look at our price point and say we’re very expensive, but then when you start to break it down and look at all the inclusions and what we offer – including an at-home chauffeur pickup, Wi-Fi, excursions, a variety of speciality restaurants with no extra costs – guests really appreciate what perhaps they missed at the point of sale. The door-to-door pickup has become a real point of difference for the brand.
Damian: Do most guests take advantage of the door-to-door service?
Stephen: Yes, 99% of guests use the door-to-door service. It’s just easy for them and it’s a nice way to start their holiday. If they don’t want that, they can drive and we include parking at the port, but that’s only a small take-up.
Damian: On this cruise from Portsmouth, is the door-to-door pickup included even if you’re travelling from somewhere like Glasgow, or are there supplements?
Stephen: It’s included. If guests want to fly, they can fly down to Heathrow and we’ll pick them up from Heathrow and take them to Portsmouth or Dover, wherever they’re departing from.
Damian: For an itinerary like this one, which finishes in Dover, does that give you flexibility because you don’t have to return to where you started?
Stephen: Definitely. It makes sense and guests love it.
Damian: Are the specialty restaurants included on board?
Stephen: Yes, all of the specialty restaurants are included. There’s no surcharge.
Damian: Is it just a case of booking them in advance?
Stephen: We recommend guests do that on their first day as soon as they step onboard and decide which restaurants they’d like to try. On the longer voyages it’s easier to eat in all of them. On a shorter cruise, I’d suggest people book their favourite because you’ll probably only get one opportunity.
Damian: So are the only extras things like spa treatments, hair salon services and additional excursions?
Stephen: Yes. Spa treatments, anything from the hair salon and any additional shore excursions they decide to add.
Damian: Are there many inside cabins? The cabins we’ve seen have really wide balconies.
Stephen: No. There are no inside cabins. Every cabin has a balcony.
Damian: In terms of support for the trade, obviously you work with selected partners. Are there many trade resources available?
Stephen: Yes. All our trade resources can be found on Widgety, and we have our trade support email address for any questions or queries. I’m also the face of training services, so feel free to reach out if you need anything.
Damian: Does the brand have any plans to expand the fleet, or are you happy with the two ships?
Stephen: It’s not a short-term project, it’s more long term. River cruising is where we’re really focusing on expanding our fleet. Next year we introduce Spirit of the Lorelei, which will be our fourth river ship.
Damian: Will she mainly sail on the Rhine?
Stephen: The inaugural sailing will sail past the Rock of Lorelei. That’s planned for early July next year.
Damian: Do you get much crossover from guests who cruise on your ocean ships moving into river cruising?
Stephen: That’s definitely an area we can continue to develop. The river ships are modelled and designed around our ocean fleet, so the colours, artwork and overall experience are very similar. We’re starting to see more guests crossing over into river cruising.
Damian: I remember coming on this ship when she first launched for a mini cruise. It was brilliant. You’ve gone for that Art Deco, 1920s style. Do you feel that’s still current?
Stephen: Guests love it. Spirit of Discovery is probably slightly more popular than Spirit of Adventure. I don’t really know why – I think guests have a real affection for her because she was our first new-build ship. Really, the only differences between the two ships are the artwork, décor and restaurant choices. Otherwise, they’re identical in terms of build specification.
Damian: I’ve seen adverts in magazines for specific itineraries. What would you say is your USP? If a travel agent has a 65-year-old couple looking for something different, they can find similar itineraries with P&O, Fred. Olsen or Celebrity. What’s the Saga difference?
Stephen: We really go the extra mile to look after our guests and find out what they like. For example, my mother-in-law cruised with us and mentioned to her cabin steward that she liked blueberries on her porridge. Every morning after that she had blueberries on her porridge without asking again. That’s the difference. We offer a boutique London hotel experience at sea. The other big USP is the inclusions. We also offer optional travel insurance, which is another major benefit for many guests.
Damian: So guests don’t really have to worry about anything once they step through the door?
Stephen: Exactly. Once they’re picked up from home and transferred to the ship, everything is taken care of.
Damian: With the insurance, is that packaged into the cruise, and if guests don’t want it, can they remove it?
Stephen: Yes. If they don’t want the insurance policy, they receive a small price reduction.
Damian: Is there a tipping process at the end of the cruise?
Stephen: No. Gratuities are included. Guests don’t need to worry about tipping. Some guests still like to give something extra, but there’s absolutely no expectation.
Damian: That’s great because the queue at the end of a cruise can be awkward when people don’t know who to tip or how much.
Stephen: Exactly. It just takes that hassle away.
Sandra: You have butler service for some of the suites?
Stephen: Yes. If you’re staying in a suite, butler service is included. Every suite receives butler service.
Damian: Brilliant. Thank you so much for your time. Before we finish, is there anything you feel we could do better, or anything you’d like to know more about?
Stephen: It’s a pleasure working with you. It’s great to be able to pick up the phone and speak to you. It’s a really seamless process getting the content we need onto the website.
Damian: Fantastic. Thank you so much.
Stephen: Thank you, guys.
