Why Hasn't the Pre-Cruise Experience Improved?

[mnocket]

A frequent complaint has been an almost complete lack of pre-cruise communication from AOV.  This is unsettling to many of your customers.  Setting aside why this has been the case, my question is do you intend to remedy this shortcoming, and if so when can we expect to see improvements?  To be honest the current situation reflects poorly on your company.

[AOV Communications]

Good afternoon Mnocket,

 

I mentioned in another reply that we’ve hired a Guest Experience manager who is actively working on pre-cruise communications. Our intent is to provide an introductory email shortly after booking to introduce the basics and then detail the timeline for additional expedition information that is to come; then, just inside of 120 days prior to sailing, a more comprehensive communication will be sent that details more specific information related to your individual voyage. Followed by the printed documentation that is received approximately 30 days prior to sailing.

 

James