Expedition cruise booking tech ‘not as advanced’ as elsewhere in sector, say operators

Agents’ ability to sell expedition cruises is limited by existing training platforms and booking software, sector representatives have conceded.

During a roundtable event at the Clia Expedition Showcase in Svalbard, sales representatives from expedition cruise lines discussed the need for improved technology.

Andrew Turner, AE Expeditions’ sales director for EMEA, said: “We’re not as advanced as other cruise lines in terms of booking platforms and training portals, but agents are always looking for that kind of knowledge.”

Luke Clarke, Swan Hellenic’s senior sales director for the UK, Ireland, India and South Africa, agreed. “We’re all very contactable when it comes to offering support, but we don’t necessarily have the best training websites,” he said.

Mark Walter, HX’s northern Europe sales director, added: “We’ve invested in a team of 10 dedicated UK reservations consultants, because agents can’t rely on online booking. They need to be able to pick up the phone and speak to someone more knowledgeable.”

The representatives said the range of agents selling expedition cruise was diversifying, with homeworkers and independent agencies increasingly contributing, but they argued B2B tour operators’ knowledge of the expedition cruise sector was not keeping pace. 

Bernie Carter, Atlas Ocean Voyages’ international sales director, said: “Tour operators, who for so many years have been working on [the expedition cruise sector], have now been caught on the hop by high-level OTAs.”

Vladislav Saveliev, Ponant’s UK sales manager for the Midlands and south, added: “OTAs are also training AI on how to respond when an expedition cruise enquiry comes in. We have to invest in AI platforms, so that people who are searching for expedition cruises get up-to-date information.”

There was a consensus that agents had a key role in interpreting information pulled by AI.

Craig Upshall, Polar Latitudes Expeditions’ director of retail sales for EMEA and India, said: “Agents have the ability to offer a personalised service, but critically, need to talk to their customers – and us. People often don’t check the source with AI.”  

When asked how they planned to increase trade knowledge over the coming year, most said they would focus on events, ship visits and fam trips, but that investing in technology was crucial too.

Upshall said Polar Latitudes Expeditions was set to introduce an API to its booking platform next year, while Clarke said “agents have lots of tech coming their way – Swan Hellenic is working on its agent portals and online training”.