London, 12th October, 2004: : Following a comprehensive agent feedback programme conducted earlier this year, Norwegian Cruise Line (NCL) has today announced two new changes to the way it runs its Call Centre, which will make relationships with UK agents more seamless than ever before. The initiatives include a new travel agent booking system called Freestyle Connect and the introduction of an agent “buddy” system known as Freestyle Associates.

Freestyle Connect directly addresses the requirements of travel agents by providing a brand new booking and reservation system tailored to their needs. By simply providing their ABTA number, the NCL reservations team are able to access the agent’s booking history, commission rates and all relevant offers and promotions. Via a new user-friendly interface, call centre staff will be able to check cruise availability immediately. The system is fully compatible with the GDS’ allowing call centre staff to check airline availability and make appropriate reservations in a matter of minutes.

From the agent’s point of view, all details regarding the booking are supplied electronically. As well as the core cruise package, agents are provided with appropriate stop-over details, specially negotiated hotel rates and personal packages for birthdays, anniversaries, honeymoons etc, giving agents the opportunity to up-sell and make even more commission.

Freestyle Associates is a new concept for NCL, which sees the allocation of senior reservations staff to key agent contacts. Key trade customers will be called during the course of the day by a dedicated Freestyle Associate to check they are up to speed with all the latest information from NCL, and to handle all the day’s bookings in one session. This person will also be on hand to look after any queries that the agent may have. The goal is to build more one-to-one relationships between important NCL agents and the Call Centre.

“These new initiatives represent a major change in the way in which NCL conducts agent relationships”, comments Sally-Anne Beasley, Head of Guest Services, NCL UK. “Our old reservations system had limitations and this made liaison with our travel agent partners not as good as it should have been. This is why NCL has looked closely at the way it structures its operations, both on a technical and personal level, to provide the type of service the agent demands”.

“Our new Freestyle Connect system and our Freestyle Associates represent the very best possible solution, enabling agents to make cruise bookings swiftly and simply through our reservations department and on-line. Early feedback from agents and our own reservation team has indicated a marked improvement in the time taken to facilitate an agent’s booking and the feedback to date has been wholly positive.

Stephen Park, General Manager of NCL UK, comments: “We at NCL are in the process of making several significant changes in the way agents are able to interface with us, so that we can continue to enjoy the incredible growth NCL has experienced in 2004. It is critical we do all that we can to help our trade partners, especially at a time where there is unprecedented interest in cruising and a phenomenal number of holidaymakers are on our ships for the first time.”