Explora Journeys' ‘industry-first policies’ pay off for trade relations

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.