18 | Arrivia (formerly ICE, International Cruise and Excursions)

Arrivia (formerly ICE, International Cruise and Excursions)
Gross sales decrease in 2020: 81% to 85%
Employees: 1,572

15147 N. Scottsdale Road, H-210
Scottsdale, AZ 85254
Phone: (602) 749-2100
Website

Executives

CEO: Mike Nelson
CFO: Steve Barnhart
CHIEF COMMERCIAL OFFICER: Ross Crowder
CHIEF EXPERIENCE OFFICER: Travis Markel
CHIEF PRODUCT OFFICER: Alan Josephs
CHIEF INFORMATION OFFICER: Firasat Hussain
CHIEF MARKETING OFFICER: Jeff Zotara
SVP, HUMAN RESOURCES: Jennifer Strauel

Company facts

In November 2020, company changed its name from International Cruise and Excursions (ICE) to Arrivia.

Owned by London-based investment company 3i.

Provider of travel loyalty solutions.

Cruise retailer offering a white label, e-commerce technology platform.

In-house fulfillment for cruise, hotels/resorts, air, car rental, tours, shopping, dining, entertainment, golf and spa.

Customers include American Express, USAA and Marriott Vacations Worldwide.

Member of Signature Travel Network.

Pandemic response

Quickly transformed 14 global offices into work-from-home environment. Invested in home-based technology and training. 

Employee count reduced from 2,100 to 1,572.

Reduced commercial real-estate footprint by 50% through restructuring and nonrenewal of leases.

Marketing teams initiated "customer journey" to mirror how retail consumers psychologically respond to traumatic events like a pandemic.

Stabilized call volume by communicating rebooking and credit instructions to customers with canceled travel.

Identified opportunities for travelers showing interest in traveling again.

Looking ahead

Throughout 2020, Arrivia customers who desired to travel leaned toward domestic hotel and resort stays and drive-to destinations.

In 2021, the company has seen early signs of improvement, with booking levels at 75% of pre-pandemic levels.

Demand for cruising is coming back slower than land vacations but is increasing with travelers securing plans with a longer booking window.

Cancellation flexibility has proven critical and will be an important focus for travel suppliers moving forward.

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