The Post-Booking Uncertainty
Many customers have been waiting a long time to cruise. Some may have booked recently during the frustration of lockdown and the draw of new shores. Others may have booked many months prior to the COVID pandemic and had their cruise cancelled. What they all share in common is their desire to travel and the uncertainty of when.
Sending soon-to-be guests regular email communications via TravelComms will keep your customers informed. Sharing transparency with your ready-to-sail preparations will help cut through the background noise and convert anxiety to confidence.
Removing the Stress from Embarkation
Like any port – whether it be air or sea – the embarkation process creates visions of crowds and numerous points of interaction. Adding mandatory health screening to existing passport, ticket and security checks will add further complexity and increase embarkation time.
Drip-feeding important information to guests before embarkation, TravelComms will help to prepare and remove any scary surprises, for all involved. Capturing guest health information with customisable questionnaires can help manage health screening at any – and many – stage(s) of the booking journey and embarkation. The business case for digital passes replacing traditional paper ones has never been greater in reducing unnecessary human touchpoints during embarkation.
Maintaining Smooth Sailing On-Board
Once on-board, guests will have the benefit of crew and digital signage to remind them of their healthy sailing obligations and protocols. Likewise in their cabins, they will be reminded similarly by their welcome pack, signage, and via the in-cabin television. However, and particularly for repeat cruisers, breaking old habits could prove difficult for some.
Integrating TravelComms with the ship PMS and delivering important guest confirmations, reminders and updates for restaurant bookings, spa appointments, or other on-board products and services. This can be via email, SMS, Push notifications to mobile apps, or in-cabin entertainment systems, enabling you to use the most accessible and cost-effective channel for you and your guests to prevent crowding, maintain social distancing, and comply with the necessary protocols to keep everyone on-board safe - and your ship sailing.
Disembarking Without Drama
With disembarkation being the final stage of the guest’s voyage it comes with equal importance to embarkation. Having guests leave the ship happy and healthy will determine safe sailing success and be scrutinized by the departing guests, on-shore regulatory bodies, and the next guests to set sail.
Like the embarkation stage, TravelComms can issue the required digital passes and notify each guest (or party) of their disembarkation to manage the process in a controlled way. Guests will therefore be able to pack more leisurely and enjoy their final time on-board without unnecessary stress and worry.
Comforting Next Cruisers with Post-Voyage Feedback
Following up with a scheduled Welcome Home email, TravelComms can manage the entire feedback process. Sending Customer Service Questionnaires (CSQ’s) that are personalised to each guest, you can send gentle reminders to help you to capture what’s needed to monitor your Net Promoter Score (NPS) without manual processing.
Taking this full circle, with TravelComms managing the entire communications journey, you can then reuse the positive feedback stored within the platform to share in the Post-Booking communications it sends to the next guests.
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