QA with river cruise specialist

As the river cruise market becomes increasingly complex, there is a growing need for river cruise specialists who can help clients sift through all the options.

Slowly, more agents are not just embracing the river cruise trend but are really working to own it. Among them is Theresa Mullen of Boston-based Enchanted Waterways, a river cruise concierge service. She started working at a brick-and-mortar agency in 2001, and five years later was hired by Viking Cruises to work as a reservation agent in its Boston office.

After taking her first river cruise with Uniworld Boutique River Cruise Collection on France’s Seine River, Mullen was “hooked,” she said. As the industry started to show signs of significant growth, Mullen began educating herself on the key players through their specialist programs, webinars and news developments. In 2013, she began developing her river cruise website and went live in early 2014.

“These days I pretty much eat, sleep and dream river cruising,” Mullen said.

I recently caught up with the self-proclaimed river cruise enthusiast via email and had her weigh in on some hot-button river cruise topics.

Travel Weekly: What vessels are you most excited about right now in the world of river cruising?

Theresa Mullen: I’m very excited about Uniworld’s foray into India on the Ganges River beginning in 2016. With the popularity of the exotic river cruising on the Mekong and Irrawaddy, I believe cruising on the Ganges will prove to be the next big thing. I’m also excited that there are new river cruise companies, Emerald Waterways and Amras Cruises, both of whose North American offices are located here in Boston, and A-Rosa and CroisiEurope providing additional options to offer clients.

TW:What new river cruising destinations are you dying to try?

Mullen: Well, believe it or not, this year taking a river cruise in the U.S. was tops on my list, and I just cruised on the American Queen along the Ohio River on a bourbon- and bluegrass-themed cruise in September. Cruising on an authentic steamboat paddlewheeler is a unique and all-American experience.

The Mekong and the Irrawaddy are high on my list. It’s a completely different experience from European river cruising with smaller, luxurious ships, and it’s a pleasant and relaxing way to experience these exotic destinations. And of course then I want to jump on the Ganges Voyager II in 2016.

TW:What advice would you give to a travel agent looking to get into the river cruise game?

Mullen: First of all, not to get caught up in selling one particular river cruise line because that’s all you are familiar with or it’s a personal preference. River cruising is really all about the destinations, but the river cruise product is not one size fits all, and you should really familiarize yourself with what is out there and qualify each client carefully. There is something for everybody. And you need to stop thinking it’s just for “old people.”

TW:So how should they choose?

Mullen: The differences between the cruise lines are subtle, and even more so to most consumers. One client came to me to book a Danube River cruise for his 40th anniversary, and wanted to be traveling over the date of his anniversary in June, which was only three months away from his initial call. I found a 275-square-foot veranda suite on a new Viking Longship and a 150-square-foot French balcony stateroom on Tauck. I really thought he would choose Viking based on price and accommodations, but when I explained what he was going to get on one versus the other, he chose the Tauck cruise based on the inclusiveness of the cruise, the included experiences with Tauck that were optional on Viking, and the included pre- and post-stay and hotel choices.

Another very well-traveled client who was considering their first river cruise, didn’t care about the destination, but had to have a room that had a full bathtub! It could have meant disappointing and losing a client if I had limited myself to only offering one particular cruise line. On the other end of the spectrum, I’m currently working with another first-time river cruiser who likes nice things but is budget-minded and more interested in the destination and experiences than four- or five-star accommodations and is a self-described Francophile, who I had suggested taking a look at and is now considering CroisiEurope for its French origins and flair.

TW:Any insider tips you can share with us? Favorite river cruise port? Best-kept onboard secrets? Favorite place to hang out onboard? Favorite river cruise meal?

Mullen: I have quite a few favorite ports, but Budapest is definitely on top. Be sure to plan to spend a couple of extra days here pre- or post-cruise. The Buda Castle District is a designated World Heritage Site with so much to see and is so beautiful when lit up at night. You also really have to visit one of the many thermal baths. When cruising on any ship, I love hanging out at the bow of the ship for the best views of the river as it opens up in front of you or when passing through the locks. When I was on the Emerald Sky, I really enjoyed relaxing by the glass-enclosed infinity indoor pool by day and movie theater by night. It may sound funny with all the delicious food on board, but the beer, brats and pretzels hit the spot on my Rhine River cruise.