Since 2016, sales development manager Pollard has been booking multiple cruises for a pair of retired, single female friends, who were recommended to North America Travel Service by another friend.

For the first four years, they chose two or three cruises a year, sailing for three or four weeks at a time, and exclusively opting for Regent Seven Seas Cruises.

Pollard explains: “They tell me they love the product, the service and the experience they get onboard, so they are not interested in other cruise lines: they love the lifestyle it gives them, and the inclusivity.” 

And now, the friends have upped the ante after developing a taste for longer durations, with Pollard helping them sail on various Grand Voyages and World Cruises and ensuring they get the exact excursions they want.

Earlier in June, they disembarked Seven Seas Mariner in Barcelona, completing a cruise they’d started in Rio de Janeiro in mid-December. After a few weeks at home, later this month they’ll set off from Southampton on a 79-night Grand Voyage on Seven Seas Voyager around northern Europe. Then, after a short turnaround, they’ll be packing their suitcases again and setting off on an autumn foliage-themed cruise from New York to Montreal. 

The pair often sail over the festive period, and Pollard explains: “They both lost their partners, so now they don’t want to be at home on their own at Christmas or New Year. They sail on the same ships, so they know the staff very well and have a great relationship with them. They love Regent’s concept of all-suite, space and luxury.

“They’re not at home much! This year they’ll only be at home for 14 weeks. They just love being out there cruising with Regent Seven Seas Cruises, and they book all these trips through us." 

Planning ahead

For 2024  the pair have booked a 77-night Grand Voyage, alongside a 132-night World Cruise. In 2025 they head off on a 117-night Grand Voyage, and they have already secured their places on a 154-night World Cruise for 2026. 

Pollard declined to reveal how much his clients spend on their voyages, but says “it’s obviously a considerable sum”. 

So what’s his secret? He says his globetrotting clients continue to book with him because of the service he offers.

He explains: “It’s being with them every step of the way. I diarise when dining and shore excursions open and I give them the list of excursions to choose from in advance. They make their selection, then on the day that bookings open, I’m on it. I also book the nights they want speciality dining. They don’t have to do anything other than give me their preferences, and I look after them.”

For other agents looking to emulate his success, Pollard has the following advice: “It’s a matter of getting a clear understanding of what your customers expect from a cruise. See if they have any preconceived ideas of what a cruise is. Agents need to ask questions, rather than assume what you think customers should consider. Give them choices, and justify why a cruise is good value.” 

Pollard will often take Regent’s all-inclusive price, and compare it to a similar sized cabin on a premium line, adding in the cost of a drinks package, the equivalent value of shore excursions and gratuities. “I compare the total premium line cost, and the all-inclusive fare from Regent, and sometimes there’s no difference,” he says.

"Regent’s reservations team are so obliging and helpful, it’s nice to be able to speak to a cruise line that has the means of assisting with all aspects of the cruise in one phone call, and it’s a pleasure to promote and do business with them."

Pollard has been with North America Travel Service for 42 years, and is passionate about cruising. He says: “I love to get involved in a cruise enquiry and nurture it, and give the right guidance. Customers need to be well informed.”