Princess Cruises in the USA has reportedly apologised for an email sent by an employee to a travel agent’s customer, which questioned the value of travel agents.
A Princess vacation planner is said to have sent the email to customers with text asking, “why book with a travel agent when you can get all of the benefits of booking directly to us, at no cost to you?”
In their apology, Princess Cruises said the language was not approved and that a new vacation planner had edited language in an email template without seeking approval, which is in violation of the cruise line’s policies, with the employee then sharing that language with another new vacation planner.
“The sentiment expressed in the email is not the view of Princess Cruises, and we are disappointed that this was incorporated into a consumer communication from our company,” a statement from the cruise company read.
“Princess Cruises has a longstanding relationship with the professional travel agent community and honours that business partnership with respect and integrity.
“Travel agents provide the vast majority of business for Princess Cruises.”
Princess said that the two employees who used the unapproved language have been subject to disciplinary action.
The company’s vice president of sales Brian O’Connor also issued an apology in a letter to travel agents, saying the cruise line was “extremely embarrassed” by the incident.
He said the processes Princess Cruises uses to clear a potential passenger for a vacation planner to contact, includes a nightly scrub to make sure no one contacts a potential customer if that customer is currently working with a travel agent, is an agent or has an active booking with a travel agent, or directly with the cruise line.
He added that Princess does not give its vacation planners access to the cruise line’s database of past passengers.
Source = eTB Cruise Expert