Agents assess pros and cons of Royal Caribbean restructure

Agents assess pros and cons of Royal Caribbean restructure

Agents assess pros and cons of Royal Caribbean restructureAgents are concerned that plans to move the Royal Caribbean International and Azamara Club Cruises trade and client call centre to Guatemala could impact service levels.

The move is part of a proposed restructure of RCL Cruises to create individual businesses for Celebrity Cruises, Royal Caribbean and Azamara.

But agents welcomed the dedicated focus on each of the three brands and the proposed creation of a 50-strong Celebrity Cruises guest and trade services team to be set up in the UK.

Moving the Royal Caribbean and Azamara call centre to Guatemala could result in the loss of 100 jobs. A consultation period has begun.

The new structure is planned to take effect from January 1, 2014. Jo Rzymowska, associate vice-president and general manager, will become managing director for Celebrity Cruises. Separate managing directors will be appointed 
for Royal Caribbean and Azamara.

John Sullivan, head of commercial at Advantage, said: “I am concerned about the call centre being moved. When this has happened with other companies the service has suffered.

“But on the flip-side, splitting the three brands is good. Having separate teams should result in our members having enhanced service and support.”

Peter Ruck, of GoCruise with Peter Ruck, said: “This would appear to benefit those agents booking mainly Celebrity Cruises.

“I don’t know of any consumers who want to deal with foreign call centres.”

Speaking to Travel Weekly, Michael Bayley, Celebrity Cruise’s president and chief executive, said: “As the individual brands develop and grow, they have different strategies. At Celebrity Cruises our focus markets are the UK and Ireland, North America and Australia.

“Royal Caribbean has significant focus in the UK and Ireland, but it has significant global sourcing and therefore a greater need for a multilingual global contact centre operation.”

Cruising The Aegean Sea Aboard The Azamara Journey Cruise Ship

Cruising The Aegean Sea Aboard The Azamara Journey Cruise Ship

by Lisa Loverro,

The Azamara Journey Cruise Ship Tendered In Santorini. Photo Credit: Lisa Loverro

On a recent cruise to the Greek Isles and Turkish coast on board the Azamara Journey, I was reminded that good things come in smaller packages.

Azamara Club Cruises, originally launched in 2007, is a more intimate and higher-end ship than its sister ships, Royal Caribbean and Celebrity. Accommodating up to 694 passengers, my week cruising on this mid-sized ship (as a guest of Azamara) was nothing short of spectacular. In a category falling somewhere between a large-scale vessel and a boutique luxury boat, Azamara has found a niche all its own.

One Of The Visually Breathtaking Ports Of Call, Santorini

The itinerary, designed to accommodate as much time on land as possible, called for arrival into each port in the early morning hours, docking for the full day and departing in the late evening hours. The Greek Islands visited on this itinerary were Mykonos, Kos, Rhodes and Santorini along with the Turkish port cities of Kusadasi and Marmaris (more on these spots in subsequent posts).

Beyond the exotic ports of call, the experience onboard the Azamara Journey cruise ship was as good as it gets. Accommodations included 24-hour room service and butlers who seemed to be available tout de suite. The cuisine was better than average and in addition to their three full service restaurants (and two cafes), there are two specialty dining restaurants; Aqualina, offering a Mediterranean seafood menu and Prime C, an upscale steakhouse. Oddly enough, I preferred one of their non-specialty restaurants, Discoveries, where the scene was quite lively and the food delicious, including a melt-in-your-mouth lamb shank.

Aqualina Specialty Restaurant On The Azamara Journey Cruise Ship

The gym was large for a smaller-sized ship and although the pool was small, it was sufficient with lounge chairs readily available. There are a multitude of activities from cabaret shows, hosted by their charming and talented cruise director, to nightclub dancing (with a below par DJ but I found myself dancing the night away regardless).

A Private Concert At The Roman Ruins Of Ephesus, Hosted By The Ship’s Captain. Part of Azamara’s “AzAmazing Evening” Experiences

What I found most interesting was the ever-present Captain of the ship, Captain Johanne Tysse. He seemed to be everywhere, answering questions, talking to guests and telling stories of the high seas. Captain Tysse also hosted one of the more unique programs Azamara offers; their AzAmazing Evening program. This new concept offers guests an invitation to experience a once in a lifetime excursion. On this trip, our AzAmazing program included a classical concert among the ruins of Ephesus in Turkey. On a glorious evening, as the tourists left this ancient city, passengers of Azamara are treated to mimosas and wine among the ruins, along with a chamber orchestra concert in the ancient Roman amphitheater. As the sun slowly set, casting a beautiful orange glow on the ruins, the classical music serenaded us to an evening soon not forgotten at Ephesus.

Azamara seems to have gotten it right.