Royal Caribbean CEO Michael Bayley issued an apology letter to its guests for the issues related to a recent website upgrade that has resulted in many guests unable to access their account at all.
Bayley posted the letter on the Royal Caribbean Crown & Anchor Society Facebook page.
"I know that many of you are wasting valuable time and energy migrating to our new Guest Account system. Please know that we hear you, we read everything and we have mobilized the necessary resources to fix the problems."
Bayley went on to note the root cause of the problem is a combination, "many guests having created multiple accounts over the years, the elimination of being able to select amenities and preferences online for our loyal Crown & Anchor members, and mistakes we made in developing and implementing the first release of this new capability."
To remedy the issues, Royal Caribbean has assembled a team to fix the issues.
Bayley also noted if you are continuing to have issues, we’ve also created an email account at firstname.lastname@example.org to reach the dedicated team.
Royal Caribbean announced today it is rolling out the first part of its enhanced Guest Digital Experience with a new Universal Guest Account.
Beginning in March 2018, Royal Caribbean will begin offering an enhanced guest account that will, "deliver many capabilities of our digital cruise experience, to simplify the guest experience online and to allow guests to quickly access features and information."
The one login can be used for Royal Caribbean and Celebrity Cruises apps and websites. It promises to bring them everything guests need from loyalty (Crown & Anchor) information, personalized itineraries and details – all with just one account login.
In addition, Royal Caribbean has simplified and strengthened the account security and password reset processes to ensure guest information is safe and accessible.
Guests may experience new functionality while it is being trialed beginning as early as March 7, 2018 who have upcoming reservations.
Royal Caribbean has also hinted that additional digital enhancements are coming in the months to follow. Other enhancements include the ability to book anything imaginable from a smart phone and more.
Today marks the official launch of Royal Caribbean's new marketing campaign, "Come Seek" and already its website is showing off the new branding.
A new mini-site launched today that reinforces the three main messages of the campaign: "You are not a tourist", "This is not a cruise" and "This is not the Caribbean".
The site also shows off still and moving imagery that focuses on the one-of-a-kind experiences a Royal Caribbean cruise can offer.
The "Come Seek" campaign is aimed at people that have never taken a cruise before and may have never even considered one. Royal Caribbean is specifically going after Millenials and those that have misconceptions about what a cruise vacation is.
In addition, Royal Caribbean re-branded its Twitter and Facebook designs to match the "Come Seek" motif.
With the official launch of the "Come Seek" campaign today, Royal Caribbean will be also running ads on popular TV shows, such as the "Late Show" with Stephen Colbert, the "Tonight Show" starring Jimmy Fallon and also the reality show, "The Voice."
The first salvo of advertising will be quick five-second ads that are meant to pique the interest of a viewer, which will be followed up by more traditional 30-second spots with similar music and theme.
Ads will be seen on ABC, NBC, CBS, ESPN, Food Network, HGTV, Travel Channel, Bravo and TBS.
Later in the campaign, Royal Caribbean will launch “Come Seek Live” - a first of its kind crowd-sourced Periscope activation originating from a Royal Caribbean ship and streamed onto a series of animated billboards in major metro areas.
Is the new "Come Seek" campaign your favorite Royal Caribbean marketing campaign? Tell us in the comments!