Day 1: Wednesday, November 7

9:30am  11:00am: Concurrent Educational Session

CLIA Training (10 Credits)

20 Best Practices for Travel Agent Success
Presented by Heidi Olson, Cruise Lines International Association
CLIA has taken some of the ideas from CLIA’s strategies and practices that have been taught over the years and highlighted 20 ideas that are powerful as well as impactful. 

9:30am 11:30am: Concurrent Educational Session

HVCB Specialist Training

The Official Hawaii Destination Specialist Program
Presented by Robyn Basso, Hawaii Tourism United States
Hawaii is a place like no other. Six iconic islands. Six unique experiences. This Hawaii Destination Specialist Program will provide a rich and extensive understanding of the destination as a whole, and the six individual islands that make Hawaii the most diverse and exciting place on the globe. You’ll also learn how to promote Hawaiian Islands vacations to different traveler profiles, creatively cross sell and upsell, and to counter objections, to ensure your success. Once you complete the live workshop, you will be provided a code to access the final exam on the travel professional website at

In addition to an unparalleled education, will have access to exclusive benefits including:

• Consumer referrals on
• Specialist-only webinars
• Continuing education credits from The Travel Institute
• One-year subscription to HAWAII Magazine
• Use of the Hawaii Destination Specialist logo
• Opportunity to be considered for an in-destination Master Specialist Program

Please join Robyn Basso, Senior Director Travel Industry Partnerships with Hawaii Tourism United States, for this informative and interactive session. 

10:15am 11:15am: Concurrent Education Session

The Travel Institute (10 CEUs)

The Golden Rules of Netiquette
Presented by Guida Botelho, CTA, and Lisa Owers, CTA, The Travel Institute
Is technology making us rude? Since the advent of the personal computer in the 1970s, our work and home lives have benefited from the speedy and efficient transfer of information that is literally at our fingertips. Sadly, politeness can be lost in the new shorthand world of texting, emailing, and posting on social media sites. But, when you are working in those types of media, you should follow the same rules of behavior you always have followed in social and professional situations. In other words, you must follow the rules of netiquette. Join Lisa and Guida as they discuss the second generation of etiquette standards. Graduates of The Travel Institute's Certified Travel Associate (CTA), Certified Travel Counselor (CTC), or Certified Travel Industry Executive (CTIE) programs who attend CruiseWorld in 2018 will earn their required 10 CEUs to maintain their certification status active. 

Family Travel Association Certification Primer

Family Travel Lifestyles and Stages
Presented by Sally Black, VacationKids, Family Travel Association
Learn how to sell, service, and support families to create client partnerships that last a lifetime. The family market is a constant moving target. The only certainty is that your family clients are constantly growing, changing, and evolving. Travel advisors need to anticipate and qualify the needs of all family members to create amazing experiences for their clients while improving their own ROI. If you’re new to the industry or new to family travel,  learn how to capitalize on the most lucrative travel niche. Presenter Sally Black is the content creator for the new Family Travel Association Travel Agent Certification Program. This primer will offer highlights for the complete program. The “FTA Academy” Family Specialist course consists of 23 video modules offering insightful and thought provoking content for agents at every stage of their career. Upon successful completion with a passing grade, travel advisors will receive a certificate of success along with a badge of certification that they can proudly display on their website, email signatures, business cards and all their marketing materials. It is a way to demonstrate to your clients your knowledge, experience, and commitment to excellence when creating incredible vacation experiences for your clients.

11:30am 12:30pm: Concurrent Educational Sessions

CLIA Training (10 Credits)

Make Suppliers Your BFFs
Presented by Heidi Olson, Cruise Lines International Association
Is it important to manage your relationships with suppliers and DMOs? Because there are two sides to every relationship, this seminar explores both the agent and supplier perspective and provides you steps to build a strong relationship with your BDM. Whether your supplier visits your agency, calls you on the phone, or services you through inside support, every agent can benefit from knowing how to get the most out of those relationships.

VAX Training

VAX VacationAccess – The Travel Marketplace
Presented by Beth Kitzman, VAX VacationAccess
VAX, reimagined, redesigned exclusively for you! From our content to our booking engine, VAX is The Travel Marketplace, based on feedback directly from you. See how this feedback has guided our updates and how these changes can ultimately be your true north as your daily destination and save you time in your booking process!
In this training, learn how the redesigned VAX will enable you to:

  • Earn by utilizing our new and improved filtering options and updated format to efficiently create the perfect vacation package with our award-winning booking engine

  • Learn from an abundance of resources and educational tools including our new agent training and education page created to promote travel agent development and growth

  • Grow your business with the latest travel industry insights and information provided by The Compass, VAX’s new dedicated resource serving as the leisure travel agent’s home base, giving you the direction needed to be ready for the issues of today and the innovation of tomorrow

We’ll also look ahead at what’s coming to VAX, based on your feedback, needs, and our continuous dedication to innovating for your future.

Special Needs Group Certification

Increase your Value Proposition and Profits with the Special Needs Market
Presented by Jim Smith, CTIE, Special Needs Group
The special needs/mature and mobility-challenged market segments are target-rich and hold tremendous opportunity for travel professionals. In this workshop, you will learn how to identify and effectively service the most common needs of these market segments. Over 4,800 travel professionals have earned their Special Needs Group (SNG) Certified Accessible Travel Advocate (CATA®) designation. You will open a new world of possibilities for your business by enabling over 63 million Americans with disabilities and the millions more with occasional special needs to experience the freedom of travel. Find out how Special Needs Group can help you tap into this lucrative market and help to deliver the ultimate freedom: the freedom to travel. Best of all, you can maximize your time at CruiseWorld by adding to your professional credentials while expanding your skill sets and enhancing your value to consumers.

12:45pm 1:25pm: Lunch, Sponsored by Holland America Line

Presented by Orlando Ashford, President, Holland America Line

1:25pm 3:45pm: General Session

Welcome Address from Greater Fort Lauderdale Convention and Visitors Bureau

Presented by Ed Simon, Senior Vice President, Greater Fort Lauderdale Visitors and Convention Bureau

CEO Conversation

Arnold Donald, CEO, Carnival Corporation and Arnie Weissmann, Editor-in-Chief, Travel Weekly

Mastermind Sales & Marketing Secrets of Success

Moderated by Joanie Ogg and Mary Pat Sullivan
Vicki Freed, Senior Vice President, Sales and Trade Support & Service, Royal Caribbean International
Eva Jenner, Vice President, Sales, Holland America Line and Seabourn
Josh Leibowitz, Chief Strategy Officer, Carnival Corporation and Senior Vice President, Cunard NA
Camille Olivere, Senior Vice President, Norwegian Cruise Line
Adolfo Perez, Senior Vice President, Sales and Trade Marketing, Carnival Cruise Line
Dondra Ritzenthaler, Senior Vice President, Sales and Trade Support and Service, UK & APAC, Celebrity Cruises
Lori Sheller, Senior Vice President of Groups & Strategic Sales, MSC Cruises (USA) Inc.

TW Talks: Travel Agency Leadership Tackles Industry Hot Topics, Sponsored by Uplift

Introduction by Tom Botts, Chief Commercial Officer, Uplift

Presenters include:
Michelle Fee
, Co-Founder and CEO, Cruise Planners
Jackie Friedman, President, Nexion Travel Group
Jenn Lee, Vice President of Sales & Marketing, Travel Planners International

TW Tech Talks, Sponsored by Trisept Solutions

Presented by John Ische, President, Trisept Solutions

4:00pm - 5:15pm: Concurrent Destination Discussions

Choose one of the following destination immersions and hear from leading wholesalers, tour operators, resort and hotel companies, and destination officials about what markets to best serve, what is new and exciting, and how you can satisfy your clients and make more money selling their destination.

Destination Discussion: Caribbean

Moderated by Marilyn Macallair, Passport Online, Inc.
Panelists include:

  • Terri Haas, Star Clippers

  • Sam Karp, ShoreTrips

  • Nancy Logan, Pleasant Holidays

  • Raquel Reyes, Dominican Republic Tourism Board

  • Julia Swenda, GOGO Worldwide Vacations

Destination Discussion: Mexico and Latin America

Moderated by Drew Daly, CruiseOne
Panelists include:

  • Marilyn Cairo, Karisma Hotels & Resorts

  • John Dennis, Cruise & Maritime Voyages

  • Dan Jimenez, AIC Hotel Group

  • Scott Radesi, Playa Hotels & Resorts

Destination Discussion: Europe

Moderated by Jackie Friedman, Nexion Travel Group
Panelists include:

  • Marc Moore, Kensington Tours

  • Alida Paljevic, Atlas Ambassador

  • Jana Tvedt, Riviera River Cruises

  • Michelle Daniels, Voyages to Antiquity

  • Shayna Zand, Intrepid Group

Destination Discussion: The USA and Canada

Moderated by Vicky Garcia, Cruise Planners
Panelists include:

  • Karine Blais, Cruise Canada New England

  • Scott Fujinaga, Las Vegas Convention and Visitors Authority

  • Doug McLatchie, Alaskan Dream Cruises

  • Bruce Nierenberg, Victory Cruise Lines

5:30pm - 6:45pm: Think Tank, Sponsored by Scenic Luxury Cruises & Tours

Presented by Rob Huffman, Vice President Sales, USA, Scenic Luxury Cruises & Tours, Scenic Eclipse and Emerald Waterways
Join Rob and your moderators Joanie Ogg and Mary Pat Sullivan for a lively and engaging conversation about helping your customers understand and experience the exploding river cruise market. We’ll talk about selling expedition and discovery travel. We’ll explore ways you and your peers in the room succeed in group business. And, we will look at the resources you, as travel sellers, need from your supplier partners to best market and sell travel to your growing customer base.

During this innovative, high energy forum, CruiseWorld attendees will ask questions, and exchange ideas, challenges, and innovative strategies as they share and learn from each other in this moderated open discussion format.

One lucky attendee just might have a chance to win a river cruise for themselves!

7:00pm - 9:00pm: Reception-Style Dining Experience, Sponsored by Norwegian Cruise Line

Presented by Andy Stuart, President and CEO, Norwegian Cruise Line
Featuring a live performance by the Godfather of Norwegian Escape, Pitbull