At Sea At Peace

11 hours ago, lelak said:

 

Major negatives:

1.  As noted by myself and others before on CC, by far the worst website not just of any cruise line, but any customer facing company.  In all our previous cruises I never used our TA for simple tasks like restaurant reservations.  I analyze websites as part of my work and in just a brief review of Explora's I found over a dozen serious to fatal problems in any other case would cause the website to be taken down for repair and another beta test (if they even did one in the first place).

 

 

Thanks for the review.  Nice.

Just would like to highlight the 2nd biggest flaw in the Explora Journeys business model (#1 being failure to use it's MSC Yacht Club base cross marketed with a loyalty promotion) - one cannot, essentially, use their website to select a cruise, a stateroom, price, select and hold or deposit.

Seriously, we're half empty, please book a cruise with us.  Well, not with us, you have to find someone with an active stateroom availability website (or call us).

On 6/1/2024 at 12:54 PM, At Sea At Peace said:

Just to get some input from others on this specific idea, we believe that, when trying to create an 'all Yacht Club' suite luxury ship, the first market analysts forgot the best pipeline for such - prior Yacht Club passengers.

 

- do "what you should have done at the outset," and tap your most loyal and MSC experienced customers - - - past Yacht Club passengers!

 

Yacht Club past booking 'tiers' of loyalty credits to 'book Explora Journeys'

 

- for example

 

- - - 1 Yacht Club prior sailing - Owners or Royal Suite - - $1,000 Credit

 

- - - 2 Yacht Club prior sailings - Deluxe Balcony - - $1,000 Credit

 

- - - 4 Yacht Club prior sailings - Inside - - $1,000 Credit

 

- - - MAX credit 'per booking' - - - $3,000

 

🧐

 

 

 

Just recalling the example.

4 hours ago, peder said:

We are just off the Euribia, and not a hint of marketing for Explora onboard. Seems like the future cruise consultants within the Yacht Club should be pushing that aggressively.

Exactly.

There's nothing wrong (other than experienced failure of the original marketing plan) with continuing with such (otherwise known as the definition of insanity) and adding the cross-marketing from the MSC cruise line; specifically the Yacht Club data base of passengers (about a million) and even all MSC passengers (after testing the waters with the Yacht Club loyalty program cross-marketed with $1,000 credit levels for Explora Journeys cruise booking in Tiers based on Yacht Club staterooms and number of cruises).

I mean, seriously.  MSC has all of our email accounts (for the Yacht Club data base of customers sailed) and we've never received a 'single promotion or reference to Explora Journeys.'  I'd bet the other luxury lines would love access to the MSC Yacht Club data base of customers sailed!).

Add your recommendation to that by having an Explora Journeys marketing such a loyalty credit program for Explora Journeys bookings 'while in the Yacht Club.'  Great idea!

1 hour ago, Dean said:

The 3/24/25 cruise out of Miami has just lowered their price for the Ocean Terrace Suite 5%. They must have read the post from "At Sea at Peace"

The previously recommended "Yacht Club Credit Promotion Program," (rewarding prior Yacht Club sailing passengers with a tiered credit based upon # and stateroom category) with over a million Yacht Club passengers to date, that I posted earlier, would seem to be a 'no brainer.' 

Seriously, the entire brand was conceived on the success of the Yacht Club, but the marketing ended up being built to entice new luxury and younger cruisers via TA's and influencers. 

The Yacht Club formula was to 'offer something better, for less.'  

I'd like to see them 'chew gum and walk at the same time' and offer multiple marketing program platforms.

2 hours ago, Jratlanta said:

Thanks to both of you for your quick replies.  My wife and I are sailing on Jan. 21 out of San Juan.  We are looking to book a Mediterranean cruise if we enjoy Explora; I believe we will do so.

That's a really interesting booking profile currently.  No OT 1's show as available.  Then, oddly, the lowest deck of OT 2 is quite full, while the deck above is almost empty.  The OT 3 and OT 4 are also quite empty.

Wonder if an earlier promotion booked the the OT 1's, or promotional cruise for TA's and the like?

53 minutes ago, Jratlanta said:

At Sea, How are you able to see bookings?  I don't see the option on the website; are you a TA?  Sailing Explora 1 in January.  Cheers

 

Not a TA, wish I had access to the populated data though.

I just simply go to a website where the bookings are integrated with Explora Journeys and start a mock booking.  Each deck for each stateroom category comes up that you select and the staterooms with blinking red circles are the ones you are allowed to select; i.e., currently unbooked.  I did it for OT's 1, 2, 3 and 4 on that specific sailing.  It can be done for all categories.

What January date is your sailing?

2 hours ago, Dean said:

What sailing are you looking at ?  We are looking at the 3/24/25 one out of Miami

 

Dean

Yes, it is out of Miami and it is 'empty' nasty, especially for a 9N RT Miami!

It's going to have to come down or stay empty.

OT1 - 78% Unbooked

OT2 - 95% Unbooked

OT3 - 92% Unbooked

OT$ - 83% Unbooked

6/7/2024

6 hours ago, HappyInVan said:

Competitive strategy is complex. You start by determining your focus. What are you? Who do you serve?

 

Explora is a startup evolving their way towards 6 ships. Explora 3 will have larger cabins and public spaces. In contrast, Ritz Carlton's customers are mostly existing hotel clients. So, their likes and preferences are known. The marina in their stern is a necessary lifestyle facility. RC currently has plans for just 3 ships in 2 sizes. “The Most Luxurious Suites at Sea.”

 

Where should Explora source their customers from? They're attracting the disaffected from existing luxury brands. “So much better than Regent etc?”

 

But, loyal luxury customers can also spot the deficiencies in Explora! How to win over satisfied customers from Regent etc?

 

IMHO, Explora needs to be popular (budget-luxury) rather than compete with RC and Regent, in order to fill the 6 ships. It could offer incentives to MSC Diamond customers to sail in OT suites. Eventually, it may need to offer incentives to YC customers to sail in penthouses etc. Explora has the option of offering more configurations than YC.

 

What's missing from Explora is the social scene. Is there a community built around the ship's activities and entertainment? For example, Holland America had the very popular Lincoln Center Stage with concert quality ensembles.

 

Explora has to make choices. It created the Anthology for bragging rights. But at Euro 170, it doesn't seem to make enough of an impact. In contrast, RC's Michelin restaurant is asking for $390.

 

Would it make more sense to create another popular venue like Marble?

 

Explora is very much a work in progress, and time is running out as Explora 2 is operational in August. Still far from its pinnacle.

 

One option to explore is the TA and Trans-Pacific journey. No cruise brand now runs a regular trans-oceanic service. This may be an opportunity for Explora mid-size ships.

A lot of good points from different angles and perspectives.  Thank you.

My simple point of recommendation adds to such when considering the # of YC staterooms on the MSC fleet of ships and (averaging 2 persons) generating approximately 162,000 guests per year one (a reasonably prudent person) would think that to promote a years sailings of Explora I trying to fill the ship with 48,000 guests (in a ship-wide Yacht Club enthused design) that MSC Yacht Club customer base would have had a measurable target - marketing, promotions, etc.

They haven't missed the 'boat' but it is a head scratcher for sure, especially when inundating the ships' sailings with TA's and the so-called influencers (along with the accompanying intrusion into the cruise enjoyment of the actual paying passengers).

Again, good points.

We like the concept you note "Explora needs to be popular (budget-luxury) rather than compete with RC and Regent, in order to fill the 6 ships" as that is how the Yacht Club model became so successful - compared to Haven and now Retreat.

🧐

1 hour ago, saminina said:

Good to plant the seed.   Leave cultivation others.  "Hey boss....listen to this great idea and this is how we'll do it."   Reply from boss, "sounds great!  Now go find that guy on cruise critic.  And give your office key to him"

Well, good intentions are behind the recommendation.  We were so looking forward to Explora Journeys - - because of our 9 B2B Yacht Club sailings - - - for the 'same experience' just on a smaller ship with access to itineraries' experiences that the larger sea ships can't offer.  We've met so many great cruisers in the MSC Yacht Club and, at first, such would be the sought after clientele to christen Explora Journeys.  Didn't happen - not even an email announcing that Explora Journeys even existed.  Wow, talk about not using the paper trail i.e., the 'rolodex of our  top customers' for our new luxury line branded 'specifically after them?'

But such happens.  Sometimes it can be that as entities get larger they get above the clouds and misstep the ground they walked to get aloft in the first place.  We believe they will find their way.

Will book when the TA's are dwindled and especially when the IF's are totally gone.  In the meantime we're booked for a couple of Yacht Club B2B's instead and again. The Yacht Club  'loyalty credit' was just a thought, such is not a factor for us at all. It just makes business and marketing sense.

Just to get some input from others on this specific idea, we believe that, when trying to create an 'all Yacht Club' suite luxury ship, the first market analysts forgot the best pipeline for such - prior Yacht Club passengers.

So, from another thread, we separate out this concept.  Just looking for feedback.  Thank you.

FOCUS - Correction #3

They 'booted' the bad business model of land-based hotel and hospitality instead of sea-based.  That's correction #1.

IMO, they need to make correction #2.

- get the gosh darned TA's off the new ships; make sure to take all of the "influencers" also.

- keep the good, successful TA's on limited (and soon to end) promotions.

- do not interfere with the paying customers access to any venue or amenity re: such.

Then, they need to make correction #3.

- do "what you should have done at the outset," and tap your most loyal and MSC experienced customers - - - past Yacht Club passengers!

- instead of granting free or heavily discounted fares to TA's, reward your 'base'.

- Yacht Club past booking 'tiers' of loyalty credits to 'book Explora Journeys'

- for example

- - - 1 Yacht Club prior sailing - Owners or Royal Suite - - $1,000 Credit

- - - 2 Yacht Club prior sailings - Deluxe Balcony - - $1,000 Credit

- - - 4 Yacht Club prior sailings - Inside - - $1,000 Credit

- MAX credit 'per booking' - - - $3,000

🧐

4 hours ago, mrbinns said:

After a number of failed attempts, her email seems to be lhodgesbethge@celebrity.com

 

 

3 hours ago, Oceangoer2 said:

I have this one that worked at one time.... Lhodges-bethge@celebritycruises.com

 

Ooops...just realized this is a very old thread.

Her current email is (the first above) ~ lhodgesbethge@celebrity.com

3 hours ago, doghog said:

Laur won't be answering your Email. I've used executiveoffice@celebrity.com and always have received an Email back from that office and a follow up phone call. 

I contacted her on Sunday, November 19, 2023 at 10:14AM.

She replied to me Sunday, November 19, 2023 at 7:28PM.

Quite a remarkable new CEO.

2 hours ago, PaulMCO said:

You can call one of those TA's and they will structure a B2B and probably give you some On Board Credit, something Explora does not do directly.

 

It was that way last year too, now they have 2 ships to fill and and last year on Black Friday they had a 50% off sale on the OTs.

Thanks.  Much appreciated.  Time to end the discussion, again.

48 minutes ago, At Sea At Peace said:

 

 

Found one!  😉  Have already given it a real workout - - as we get to the staterooms available - - by class and price and locations.

Yikes, Houston there is a problem with sales.  E1 for a couple of trips we're looking at for B2B to in essence create a Miami back to Miami 17N voyage has almost totally open and available OT1, OT2,  OT3, OT4 and the GTs blinking in red!  They'll have to push a real promotion to fill this ship.

21 hours ago, vaindioux said:

What she says!

 

We are not rich, live within our means.

 

My wife insisted on bidding on YC.

 

I was like “Seriously? A butler?”

 

Well hold and behold, i will always do it now.

 

Yacht club is amazing!!!

 

Pat and Kris

Nice.

Some here think that all YC'ers require the pampering (unpacking, room stock of desired, escorts to dinners and shows and cabanas) of a butler.  Not true.  First, for those that do, great and we're glad for you.  However, in almost 10 B2Bs we've never used our butler.  Seriously.  My wife actually finds them an annoyance.  🙃 It even took me a couple of years to get her to stop making the bed in the morning! 😘 Our room is immaculate and organized, we really only need towel service.

We do enjoy ~

~ the really comfortable room size and layout of the deluxe balcony and large shower.

~ dining in the YC, once per day, only at night, is "out time" and we take our time, interact with our waiter, assistant waiter, head waiter (sometimes MD, although not as much a back in the day with Mario), as well as others we've met who sit near us.  It is 'the event' of the day for us and the evening, followed by descending into the lounge for an hour or so of light music, light drinks (for us) and socializing with others, especially B2B'ers.

~ day on the One Deck, preference for port days, cabana (we wish they would go to a fee based reservation in 4-5 hour intervals), the cold pool, the back body temp jetted tub and, of course, the awesome bar and grille.

~ morning early coffee in the lounge reading the eNews for an hour with caution on port days for assembly of those in walk-off groups (we'll head up to pool deck).

~ "on topic," the many, many just regular nice people that we meet and enjoy - from all walks of life, all 'preferences and partners' etc.

~ finally, enjoy the YC staff, top to bottom (the pool boy on Seascape will follow Onil's footsteps to butler someday).  So friendly, so accommodating, so 'just darn nice and very good at what they do.'  Seriously, how many cruises (or trips) have you been on when the staff serving you the most comes up to hug you with big smiles and pats the night before you current voyage ends?

We're trying, again, to try Explora Journeys.  Check out the CC forum.  My thread on the impossibility to even book a gosh darn cruise is entertaining. 😇  Makes the 'famous MSC cruise line website' seem like an Elon Musk operation!

37 minutes ago, mnocket said:

So true.  It seems that customer facing IT is low man on the totem pole at most cruise lines.  It's hard to imagine that IT management could be so inept, therefore I'm led to believe that it must simply be a matter of underfunding and a complete lack of attention from corporate management.  Quality doesn't just happen - it's the result of diligent oversight.  I'm of the belief that corporate management isn't aware of how bad their customer facing IT systems are, and even worse, they don't really care.  Their focus seems to be exclusively on the shipboard experience.

I believe that you are totally correct.

I've sent, to the top management of Explora Journeys and to the BOD and CEO of MSC (parent) with the information presented here and via customer service emails regarding this, via emails that I've used and received replies (good contacts) the following ~.

CHALLENGE - I asked them to at least try to do a mock booking an Explora Journeys cruise online by themselves.  🤨  Then, hop over to MSC cruise line and try to do a mock booking in the Yacht Club.

1 hour ago, surmy555 said:

I do all my own research including the cabin I want. I'm very tech savvy and could book my own cruise if I wanted to. Instead I email my 30+ year TA who books it and provides me with OBC/Cash rebates of 5 to 10% depending on the cruise line. Why would I walk away from free money? During the pandemic we had multiple cruise cancelled and rebooked. She handled it all flawlessly with FCC's or refunds. I didn't spend any time and never lost a dime. But, to each his own. Happy Cruising!

Never asked you to 'walk away from free money?  I also reiterated "to each his own."  

So, for those who believe this is something bad about travel agents, it is not.  A growing majority of all cruisers are doing it online, and 90% of new cruisers are doing it online.

If Explora Journeys had a functioning website, comparable to all others including MSC, those of us who want to specifically ~

1. Go to cruise line website.

2. Input dates, itineraries and ship or ships preferred and review results.

3. Select dates, ship and itinerary and view and select available staterooms from an interactive platform (by deck, stateroom class and price) and consider "all-inclusive" or other combined pre-booking packages.

4. Get immediate quote, generally an option to HOLD, or BOOK and make a deposit.

DONE.

So, the point is, compared to the ease of searching ships, itineraries, dates, staterooms, back-to-back staterooms on all of the other major cruise lines (even MSC, the sister large ship cruise platform to Explora Journeys), that it is impossible to do on the Explora Journeys website.

That's the point.

Such will not impact those of you who want to use a travel agent.  I've not suggested that you should be forced to book your own cruise online.  I suggested is that we should be able to.  Again, I just don't see how that impacts you or anyone else in any way?

13 hours ago, Stickman1990 said:

Don’t you use a TA to book your cruises?

 

We never book directly with cruise lines as we get so many benefits from using our TA from their knowledge and incentives made available to us across all aspects of our travel 

Now regarding your experience via Travel Agents and TA's in general.

I guess the phrase "to each his own" is appropriate. Very happy that it has worked for you and you enjoy it.

We, however, have never booked with a TA as we don't have the same needs as you might have. We don't need "their knowledge" (or really any incentives) "made available across all aspects of our travel" as we're quite capable from our experiences, from air or land travel, resorts and hotels pre and or post travel, excursions, day trips etc..

We travel a lot, land and sea, are tech savvy, enjoy the research planning the new trip or cruise.

Although, yes, some may use or choose to use or even prefer a TA, it is an old method that supported a real small number of ocean and luxury sea vessels and, with that, significantly less number of passengers per year.  Like comparing email to USPS delivered mail.

That has changed a lot ~

U.S. Cruise Market Report 2022-2026," by XXXXXXXXX, found agents' share of gross cruise booking fell to 52% in 2021 from 70% in 2019."

And was much higher prior to that ~

2017 Cruise Travel Report "Up to 82 percent of cruisers have stated that they tend to work with a travel agent when booking a cruise while18 percent of Cruisers say they never use agents."

Technology has changed all of that., especially with new cruisers.

"January 23, 2023. In its initial testing, XXXXXXXXX found that 91% of bookings were made via a mobile device and that the average age of customers was 36. Both statistics are appealing to cruise lines seeking to extend their passenger demographics."

13 hours ago, Stickman1990 said:

Don’t you use a TA to book your cruises?

 

We never book directly with cruise lines as we get so many benefits from using our TA from their knowledge and incentives made available to us across all aspects of our travel 

Well, I knew this would be the response from some. It's not what I referred to all. Hopefully, the below will help make such not about using a TA or booking your own cruise.  That is not the point at all that I was making. 

The OP appeared to clearly state that we trying to book cruises on Explora Journeys online on their platforms signed in as members.

QUOTE

"It is almost impossible to (after registering on EJ) to book a cruise on your ships in the normal industry manner on your website."

Specifically ~

1. Go to cruise line website.

2. Input dates, itineraries and ship or ships preferred and review results.

3. Select dates, ship and itinerary and view and select available staterooms from an interactive platform (by deck, stateroom class and price) and consider "all-inclusive" or other combined pre-booking packages.

4. Get immediate quote, generally an option to HOLD, or BOOK and make a deposit.

DONE.

So, the point is, compared to the ease of searching ships, itineraries, dates, staterooms, back-to-back staterooms on all of the other major cruise lines (even MSC, the sister large ship cruise platform to Explora Journeys), that it is impossible to do on the Explora Journeys website.

That's the point.
 

Seriously, we are MSC Yacht Club close to 10 B2B's, one recently, the first since Pandemic, the rest pre-2019 starting on Divina.

We have wanted to try Explora.  At first, the hype pricing was over the top.  Now, not so much, as some are almost equal to a sea ship MSC Yacht Club.

But reports of low occupancy of E1 and with E2 arriving, prices are way down.

You may wonder WHY?

I'll be direct. 

It is almost impossible to (after registering on EJ) to book a cruise on your ships in the normal industry manner on your website. 

It is the WORST cruise line (sea ships and luxury ships) to even attempt to book a cruise (and never mind a B2B). 

We have tried several times to book several cruises and it was so frustrating we said - nah, not worth it.

The website has so many flaws, but it is really 'management ignorance,' - as simple as 'can't enter phone country origin if USA (today)' is the new one; so one is stuck, frozen and out.. Almost all other fields have experienced the same in our attempts. 

We never can get to BOOK - CONFIRM & PAY.  We are tech savvy and experienced cruisers (MSC YC, NCL Haven, RCCL, CEL and DIS).

YOUR IT IS KILLING YOUR BRAND

We want to log in, select a cruise date and ship, look at the available staterooms, select and make a deposit.

Sir, this cannot be done for your cruise line.  That's a serious flaw.

It doesn't matter how beautiful your new ships are, how great your dining and entertainment experience is, how wonderful the smaller ports are that these ships can itinerary or how great your service on board is.

If we can't overcome the obstacles to even book a cruise on your ships, none of the above can happen.

Thank you.

MSC Seascape #52644639 - 18015 3/30/2024.

14 hours ago, Bosjoe said:

Not sure when you are going, have you checked prices lately. They are having a flash sale yesterday and today. 

Thanks for looking.  We had called and asked if there were any promotions expected before we cancelled and the CC contact was unable to report on such.

We were booked for 5/26-6/1/2024 on Beyond out of FLL.  We ate $957 in cancellation fees and booked a replacement trip up to Universal Studios on a FL Resident sale at a luxury on-site resort for one less day, but 2-rooms with water view, 4 day Park to Park Tickets, Express Passes for 5 people and the FLL-Orlando Brightline new fast rail for less than the original Beyond cruise cost, fees and gratuities, PDACC thrill park and zip line tickets for 4 (2 for us just to watch) and planned excursions for the Stingrays at the Grand Cayman.

3 hours ago, morpheusofthesea said:

Rumor mill on board is that the best Yacht Club is found right here on the Seascape just beating out the Seashore. Where this is coming from is also rumored to be from those survey emails we fill out the week we get back from our trips.

Well, we were apprehensive about Seascape after CC comments and our prior MSC YC B2B's since 2017 where we found, starting with Divina, that each successive MSC YC was still "fantastic, the best at sea for us and an incredible value," each seemed to have a little bit less than before - that we noticed, and such was influenced by the oh-so-slight "less than before" YC staff overall and individually. 

Our recent Seascape B2B was the first change in that subtle declination, it was fantastic; and the YC staff was the reason.  We can run of names that many long-timers of the YC can recall from our over-the-top YC experiences before the 'word got out.'  For a while, we didn't see emerging replacements of comparison.  This recent experience - we did!

On 4/25/2024 at 12:15 AM, Bosjoe said:

Prices vary by date here is May 26 Beyond 

 

Nice.  Appears more reasonable. Interesting also as the Ascent was just days different.

We likely wouldn't have "cancelled" if such was the case as we wanted the grandkids to enjoy the thrill park, zip line and then the rest of the island, and couldn't believe we had to also pay just to watch.  😲  😉 

1 hour ago, CruiseDawg5772 said:

The bottle of liquor choice…can you chose a midlevel bourbon like a 10 yr Jack? Or is it just lower level? 
 

From our recent B2B, here are the Top Sail Lounge and One Pool Deck Bar menus of drinks for free and, if applicable, supplemental offerings.

3 minutes ago, capriccio said:

I don't understand why the YC wristband isn't required when visiting YC specific venues.  That is an easy and unobtrusive form of identification.

There are those in the Yacht Club that constantly go to the Concierge desk and ask for a replacement card or wristband under the representations that they lost such - on the waterslide, in the pool or hot tub or on an excursion, etc.  Seriously.  🎲

1 hour ago, Ottawa_Cruiser said:

Because this was overheard IN the YC. Those who pay a premium for the amenities and services shouldn't have to deal with the people entering who don't pay and take away from the service. FWIW, I don't cruise in YC. But I would also never enter YC with friends as I didn't pay for it. I understand why it's frustrating for the people who do pay.

We agree.  We also note, from our recent B2B, that the proportion of those that are making their unauthorized and unpaid for entry into the Yacht Club usually enjoy the One Pool and the Lounge with someone who is actually in the Yacht Club.  We would hold both parties equally responsible and off load them all at the next port.

We won't list the methods that are employed, but it is intentional and, with some parties, voluminous and frequent.