Expedia’s ambition is a higher one. Cruises are always hard to sell online because of all the moving parts of the meal plan and shore trip starting from the cabin section. Additionally, while the complexities of cruise sales are removed from the discussion, one element that is always missing from the online travel experience is the apparent human touch to make a booking. However, digital often finds a way and it is sometimes the need to talk to a person is somewhat met by online chat services, often supported by people and growing digital FQs before finally being handed over to a person.
Notice, however, that Expedia is saying as the leader says in experience and content… etc. but it goes beyond booking. The move from online giant to online and offline solutions is interesting and meaningful, at least in the short to medium term. Expedia talks about giving customers the best experience and enabling them to pick up the phone as needed.
Since the acquisition of Cruiseship Centers (now Expedia Cruise) in 2013, the company has been continuously building its digital capabilities around cruise booking. Last year it brought cruise agents to its Expedia Group partner Central platform, the company said, improving access to supplies and enhancing the consumer experience. Expedia Cruise) in 2013, the company has been continuously building its digital capabilities around cruise booking. Last year it brought cruise agents to its Expedia Group partner Central platform, the company said, improving access to supplies and enhancing the consumer experience.
More often than not, the devil will be present in the data, because having agents on the central platform will enable the online giant to find everything, analyze the painpoints, and determine where customers are lost on the digital journey. The hanging left question is what might Expedia’s digital goals be in the case of Cruz? Perhaps now is the time for Cruz to take the final step in the digital world. Cruz must develop at least some of this sector to appeal to the younger, digital-intelligent generation. Online giants like Expedia keep the data organized, providing all the necessary tools needed for a complete online experience.
