Cruise lines could consider setting up dedicated phone lines for agents to make inquiries about bookings from loyal repeat customers.
Responding to a question from The Cruise Village’s Phil Nuttall, Silversea Cruises’ UK managing director Trudy Redfern said this was something she would consider.
Nuttall complained that top-end clients often get charges for thongs like itinerary charges waived when they contact lines directly after the agent had the request refused.
He did not mention Silversea directly but fielding the question during an operators’ panel debate Redfern said:
“What we find is a very high level of repeat clients are very persistent and they believe they have ownership of the brand and they go to 10 people in the organisation before they get a “yes”.
“When somebody is spending a lot of money they it’s worth having a dedicated line agents can go to, so it’s something we would consider.”
Lines on the panel did not think this was a wide spread issue but expressed concern if agents were experiencing this problem.