Royal Caribbean's new call back function eases hold-time crunch

The line now offers a call back function.

Offered if wait time exceeds 20 minutes

When travel partners call the contact centers, they are immediately prompted with the option of a call back if the wait time exceeds 20 minutes. They can leave a brief message and input their number to initiate a call back with a Royal Caribbean representative. A direct number to a land line or mobile is required; extensions are not supported.

First available for group bookings

The call back feature is first available to trade partners booking groups and is expected to be broadly available for US and Canada-based trade at the end of August.

This marks the latest action by Royal Caribbean to address hold times.

Follows FlexPay and other new tools

The line has implemented more than a dozen automation enhancements in 24 months to help travel advisors serve their clients better and make their interactions more meaningful and personalized.

Some of these enhancements, as earlier reported, include FlexPay, FCC Redemption Tool, the enhancement of Latte to redeem future cruise credits and allow for multiple FCCs to be applied at once, eQuote, Vaccine Testing & Requirements Tool and Cruise Planner.