Royal Caribbean International in the next five years plans to invest $100 million in upgrades to its reservations system and automation.
The changes will be geared to “help travel agents sell cruises more easily and service their clients more effectively by leveraging the latest technologies,” Royal Caribbean said.
“We have a game plan, but we’re not discussing it in great detail just yet,” said Vicki Freed, the line’s senior vice president of sales, trade support and services.
Freed did, however, provide a few examples of planned improvements.
“Four percent of our inventory today can accommodate more than four people, but agents can’t book those cabins in the res system,” she said.
Retailers have to make those reservations through the call center. That will be one of the fixes, said Freed. Also, she added, there are two reservations systems in place now, one for individual bookings and one for group bookings.
“Agents have said they’d like to see that simplified,” Freed said.
Some of the upgrades also will ease the online booking process for consumers, including the ability to book more than four people into a family stateroom or suite, noted Freed.
“We are making a sizeable investment,” she said, “and we will be touching the mainframe to make these tweaks and enhancements.”
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