Carnival Affirms Commitment to Agents

Carnival Conversations invites agent input in person and online By: Marilyn Green
Carnival’s Joni Rein, vice president of worldwide sales, and Lynn Torrent, executive vice president of sales and guest services // © 2013 Carnival...
Carnival’s Joni Rein, vice president of worldwide sales, and Lynn Torrent, executive vice president of sales and guest services // © 2013 Carnival Cruise Lines

The Details

Carnival Cruise Lines
www.goccl.com

Carnival Cruise Lines is launching a new travel agent outreach program, Carnival Conversations, designed to increase dialogue and strengthen ties with travel agents through road show events, agency visits and daily feedback opportunities on GoCCL.com. A road show series will kick off in New York City on July 12.

Lynn Torrent, executive vice president of sales and guest services, and Joni Rein, vice president of worldwide sales, said the team has been working on this for several months. 

Torrent said there have already been changes instituted in the call center as a result of agent feedback.

“We can’t always make the changes agents want to see, but we will take suggestions under consideration and let them know why it wasn’t possible in those cases,” Torrent added.

The program is a response to agent frustration with changes instituted at Carnival, and it allows many ways for travel sellers to be heard. On GoCCL.com, agents can make anonymous comments and executives from Miami will attend roadshows to personally hear and respond to agent complaints.

“For instance, some agents are upset about the new pricing, and we will bring a senior member of revenue management to hear them,” Rein said.

Webinars about the product will also present an opportunity to work with senior staff through Q and A sessions, and the cruise line is taking daily surveys to find out how the program is working and to set up any necessary alterations.

“It will take time for the agents to come forward and trust us, but we believe this will demonstrate our commitment to agents and our need of them,” Rein said.

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