Explora Journeys' ‘industry-first policies’ pay off for trade relations
The ultra-luxury cruise line is determined to offer travel agents a “positive experience” as it prepares to launch its second ship next month.
Explora Journeys said it has benefited from “improved connectivity with the trade” following its investment in “industry-first policies and tools”.
The MSC Group-owned cruise line has introduced a number of services to support its travel partners since its inception in 2021, including the launch of its Pioneers Program in May 2023.
It also provides 24/7 assistance to agents from its dedicated offices in the UK, Miami and Sydney. Explora Journeys said working across three “key” time-zones enables its staff to support agents better, adding that 85% of its UK sales are now being driven by the trade.
The line also recently expanded its team at its Explora Experience Centre from 30 to 40 people, to meet the growing number of enquiries from advisors ahead of Explora II’s launch next month.
“Our aim has been, and continues to be, to make working with us a positive experience for the trade,” said Priti Mehta, Explora Journeys’ head of sales for UK and Ireland. “As a result, we have one single reservation system and a single support point of contact.”
Mehta also highlighted Explora Journeys’ By Appointment service, which allows agents to schedule an appointment with the line any time they wish. More than 1,000 of these consultations, which also have the option of inviting clients to join the call, have taken place since it launched.
She added the service is not only educational for the advisor, but also demonstrates to the client the direct relationship between the cruise line and the trade.
The line’s Call Me Back function has been another valuable addition, giving agents the option to leave a voicemail if they are left in a queue. These messages, which are typically responded to within an hour, are managed by the Explora Experience Centre through a streamlined communication thread to avoid duplication.
Technology has played a key role in nurturing Explora Journeys’ relationship with the trade, which the company said is “paramount” to its business strategy. Connectivity has improved since the integration of Versonix Seaware with Salesforce, providing a 360-degree view of guests and travel advisor partners.
Communication has been further enhanced by the addition of a single business email address (support@explorajourneys.com), which allows messages to be tracked and ensures timely responses.
The Explora Experience Centre also now provides commercial air travel bookings, offering a range of published and contracted fares that deliver “optimal flight options” for guests. Private air travel arrangements can also be made.
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