Agents have welcomed a “brave” move by Fred Olsen Cruise Lines to offer customers a full refund and flights home if they don’t enjoy their first cruise.
The Enjoyment Promise campaign is designed to target clients who haven’t cruised before or who have never been on a Fred Olsen sailing.
Customers have to make it clear within 48 hours if they are unhappy with their holiday.
Lol Nichols, general sales manager, said: “We are putting our money where our mouth is with this campaign because we are confident in the service we offer on board.
“We aren’t expecting many people to want to return home, but if they do we will organise flights back at the next port and will give them their cruise fare back, plus the flight cost if they had a package.”
He said commission would be protected. The promise is valid on bookings made before February 28 for departures of more than 14 weeks ahead, and on cruises of seven to 35 nights.
Phil Nuttall, managing director of The Cruise Village, said: “I have no doubt that Fred Olsen will offer great service. I have never had a complaint about Fred Olsen in 30 years, but nothing has changed in the sense that we still have to make sure the right customer is getting on that cruise.
“If the customer isn’t happy it will come back on the agent for recommending that cruise.”
Nick Belger, general manager at Liverpool Cruise Club, said: “It’s a very brave and innovative way to drive new-to-cruise bookings. We will be giving it our full support.”
As part of the turn-of-year campaign, customers buying one cruise will save 10%, those booking two will save 20% on both cruises and those booking three or more cruises will save 30%.
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