Crystal Cruises to 'enhance' trade tools following launch of new booking engine
Emma DooneyThe luxury cruise line confirmed it will expand support services for travel advisors just days after the debut of its new online booking system.
The luxury cruise line launched the software on 1 August, as part of its mission to “improve distribution” of its product and continue empowering travel advisors to confidently sell the brand.
The programme includes an intuitive user interface, real-time availability and personalised recommendations, as well as enhanced support and exclusive promotions and deals. It comes two years after the company was bought by A&K Travel Group, which soon refurbished both vessels, Crystal Serenity and Crystal Symphony.
Crystal has now confirmed plans to expand its services for travel agents, which it believes are an “integral part of its sales distribution”.
“We’ll continue to enhance and include additional tools and resources so our partners can better promote Crystal to their clients,” Matias Lira, senior vice president of trade sales for LATAM, UK & EMEA, told TTG Luxury.
In the meantime, Crystal is focusing on ensuring every feature on its new booking engine is running smoothly. This commitment is reflected in its designated support team, who are available to assist with any questions or issues agents may have while using the platform.
“Each region where Crystal is distributed has dedicated resources from reservations staff, inside sales personnel and sales support personnel to our regional sales manager and business development specialists,” explained Lira. “These support teams are created to provide expert and dedicated support for an advisors journey of booking Crystal, from the first call inquiring to set up and sell to welcoming our mutual guests onboard.”
For extra support, travel advisors will also find a “step-by-step” user guide and an FAQ document inside the trade portal.
Lira added that the introduction of the booking engine was the “number one wish” from its partners, but that it couldn’t go ahead until it had streamlined other aspects of the site.
“To be ready to make it an exceptional experience, we first had to ensure our internal reservation system which was built from the ground up was ready to accept the needs and requirements that online access demands. We believe that what we have delivered – and will continue to improve on – will prove to be the industry’s leading online booking system.”
Lira also said that while Crystal will not be using the new reservation system to track its partners’ bookings, it is open to feedback from agents on how it can improve its product.
“The booking engine exists to make life easier for advisors so feedback and uptake will be an essential part of this process,” he explained.
As for finding special deals and promotions, Lira said: “Our Travel Partner Centre will be the hub for our travel partners to access all the trade exclusive promotions such as 5% bonus commission and CrystalChallenge as well as unique marketing materials, resources and more.”
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