Triton Survey comments: Change this about charters

Mar 25, 2016 by To the Triton

Click to read Triton Survey for comments below:

If you could change one thing about the way the yachting industry handles charters, what would it be?

  • At least three days between charters. But who am I kidding? The next group is always on the dock when you drop the others off.
  • For charter brokers to sell something other than the Caribbean and the Med. Not everyone wants skin cancer. Everyone is saying “been there, done that.” On the US/Canada west coast, we have pure water, thousands of islands, magnificent wildlife, deep/safe harbors, easy customs, yet charter brokers treat us like we doesn’t exist.
  • Owners need to focus on retaining good crew because repeat charter clients like to interact with the same crew and enjoy the consistency of having the same crew.
  • Management companies should stick to brokering charters and leave the running of them to the captain and crew.
  • Put customers in touch with captains ASAP to work on the itinerary and preference sheets.
  • Closer relationships between charter brokers and charter captains. Good relationships that are open and honest are beneficial to everyone. Broker, crew and guests.
  • The set up with charter brokers needs to be fixed. Some simply make an introduction (a 1 percent finder’s fee) but want a 15 percent full-service charter fee. I know I only paid part of the 15 percent to brokers who didn’t come through, but also very happy to pay the full 15 percent to those brokers who were extremely good at covering all the bases.
  • Stop “Below Deck” from airing.
  • Broker matching guests with yacht/crew. When we tell them our demographic, they should honor it.
  • Make a focused effort to advertise to bring in more charter clients from all over. It is way to segmented. The industry has not done enough to bring in new clients.
  • Better communication. The more we know beforehand, the more they will enjoy their trip. Also, better information. If a client likes to do everything last minute, brokers need to tell them the problems this can cause with regulations on a 50M+ ISM/ISPS boat. Many places in France and Italy require 24-hours notice of arrival. If the client is like this, the broker should direct them to a vessel under 50M where the regulations are a lot less and their changes can be met with ease.
  • Be sure brokers don’t recommend 10 percent gratuities; drives crew crazy. Recommend 10-20 percent, depending on the quality of service.
  • Captains need to be better informed about the contract and what has been “promised.”
  • Rotational crews, swap out at charter turnaround. The problem is charter guests are highly demanding on the crew, and crew rest is almost non-existent during charter. This leads to highly fatigued crew doing high risk things, and omitting safety procedures because of time factors or they are so fatigued they forgot.
  • Open the USA to charter boats that are not U.S.-flagged. The USA could do a tremendous amount of charters if they allowed this to happen. Note, we are talking about yachts and not merchant vessels.
  • Manage expectations at the broker level. Do not leave it all to the captain when the guests board.
  • Work with brokers to manage guest expectations. Some guests, especially those new to charter, are waaaaaay over the top and not realistic.
  • There should be more sharing of info on repeat charter guests so new crew knows what they are getting into and how to be prepared for it.
  • Charter brokers should come from a yachting background and have at least 50 paid charters under their belt before being hired.
  • Some but not all brokers seem to leave the captain and crew to handle anything that comes up on charter. It was a much better experience for everyone when the charter agent works to help the charter from shore.
  • Captains should have more control regarding where and when the vessels are offered to guests.
  • Advise customers of the yacht’s limits. Speed and distance are a big deal and they need to know boats don’t fly.