p22 cruise sept18 15/9/09 14:56 Page 22
news cruise
ttglive.com
Ventura tops
satisfaction poll
P&O CRUISES managing
director Carol Marlow
said Ventura had scored
the line’s highest cus-
tomer satisfaction results
for 10 years – overcoming
much-publicised initial
teething problems.
The family-orientated ship recorded a satisfac-
tion score in the 90s for overall cruise enjoyment
from passengers travelling on a 14-night
Mediterranean voyage in August. The survey
also revealed that 97% of the 3,000 passengers
onboard would book another cruise with P&O,
with 30% wanting to sail on Ventura again.
Hebridean boosts
Marlow said the customer satisfaction ques-
tionnaire results were better than for the five
other ships in the P&O fleet. “These are the best
results I can remember in at least 10 years,” she range of sailings
said. “Ventura was the biggest ship that P&O has
brought out. There were teething problems, but
Sara Macefield.
In March, the line was forced to sell one of its
the ship has settled down and started to do well.” HEBRIDEAN Island Cruises is forging ahead two ships, Hebridean Spirit, and pull out of in-
There were complaints after Ventura’s launch with new sailings, more themed cruises and a ternational cruising due to rising operating costs.
in April 2008 about a shortage of sun loungers. determination to boost business through the A few weeks later, the company went into admin-
The company also had to introduce new software trade following a difficult year. istration, before being snapped up by All Leisure.
to better manage its dining outlets. Since becoming part of All Leisure Group, Now Hebridean is developing the market for
Marlow said the company had learnt from the which owns Swan Hellenic and Voyages of its remaining ship Hebridean Princess, which is
launch of Ventura, which should help when its Discovery, the operation has maintained its renowned for offering upmarket cruises through
next ship, Azura, comes into service. brand identity but enjoyed the economies of the Highlands and islands of Scotland.
Azura, which is being aimed at traditional scale of being part of a larger group. Next year’s programme will also feature the
cruise customers rather than families, is Hebridean has also been able to tap into All ship’s return to Northern Ireland and the Isle of
scheduled to launch in April 2010. Leisure’s stronger trade focus and the services Man, as well as the introduction of a Hebridean
of its two agent sales representatives, giving it a Surprise mystery cruise.
higher profile among retailers. ■Hebridean has produced a one-page flyer
Windstar targets
“Agents account for 25% of our bookings and offering savings of up to £1,250 on four October
I am hopeful we can increase this, along with our sailings. Prices start at £1,712 for a one-week
corporate market
overall business,” said Hebridean’s sales and Inner Hebridean Odyssey itinerary, which
marketing director, Ken Charleson. departs from Oban on October 29.
UPMARKET cruise line Windstar is to target the
UK corporate charter and incentive travel market. CCS, which is part of Carnival UK, encompasses
The Cruise Portfolio, Windstar’s UK sales
CCS call centre to
the P&O Cruises, Princess Cruises, Cunard and
agent, has appointed conference and incentive Ocean Village brands.
consultants Jennifer Brown and Geraldine Noon open on Sundays Giles Hawke (below), Carnival UK’s sales and
to help attract corporate business to the customer services director, said: “Agents tell us
company’s three motorised sail yachts: Wind COMPLETE Cruise Solution (CCS) is to open its that Sunday is a busy day, especially after week-
Star, Wind Spirit and Wind Surf. reservations centre for seven days a end advertising, and we want to en-
Bill Ellerington, business development week from September 21. sure that we are available to provide
director of The Cruise Portfolio, said: “We believe The centre will be open on Sundays the support and service they require.
that as economic conditions improve, businesses for the first time, and for longer “We are also opening later during
will seek new ways to motivate employees and during the rest of the week. The new the week to be more in tune with
cost-effectively improve productivity, and that opening times are: Monday to Friday agents who stay open later to catch
Windstar is ideally positioned to take advantage 08.00-20.00; Saturday 09.00-17.00; those customers coming in or calling
of these developments.” and Sunday 10.00-16.00. them at the end of the working day.”
22 18.09.2009
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