The Contact Centers are composed of both our Trade Support & Service Team and Consumer Outreach organizations for Royal Caribbean Cruises, Ltd (Royal Caribbean Cruises, Celebrity Cruises and Azamara Club Cruises brands). The Trade Support and Service Team manages in-bound telephone calls from travel partners and direct guests providing general information regarding pricing and availability while securing reservations. This team complies with quality assurance standards. The Consumer Outreach team has different departments managing inbound sales and service, group sales, and outbound sales calls and is responsible for utilizing sales techniques and providing service to our direct guests. This team is accountable for strategic revenue targets and the highest caliber customer service metrics monthly.
In addition, RCL has a Travel Services team which operates as an accredited travel agency within the Company, providing air arrangements for guests, and full service corporate travel management for employees. In addition to supporting air bookings online or over the phone, the team provides emergency travel services for guests experiencing flight disruptions enroute to their cruise vacation.