They need to communicate both ways. Obviously snail mail should be used for the technology challenged and as a back-up for all customers. But they need to take advantage of their web site for many of the "baby boomer" and younger passengers who also sail and are used to the convenience of doing business online. If they were savvy enough, they could have an "opt-out" of snail mail like many banks, investment firms and other corporations do. The bottom line is Radisson needs a comprehensive and cohesive marketing plan that looks at the overall picture. I get the impression that it is all "piece-meal" without much thought to how new ideas affect the entire corporate plan. Clear, accurate communications keep customers happy! I'm off my soapbox now.