It's all about communication. Radisson should focus on improving this part of their business. A company that is content to communicate in a hapazard manner such as inaccurate or outdated information on their website and in their brochures or untimely delivery of information to their client base is conveying a "we don't really care about you" message. Their product doesn't convey that message though. Obviously they know how to offer superior customer service. They do it every day on their ships. They need to find a way to approach their customer communications with that same dedication to customer satisfaction.

On a similar note, during our Monte Carlo to Ft. Lauderdale cruise, the cruise consultant was not onboard due to a family emergency. We were provided a letter to take home to our TA for a future onboard booking. They did not have anyone else who could fill in for her and we had a ton of business to conduct. Luckily, a quick email to Ngaire, TA extraordinnaire, and our transactions were completed before we ever arrived on land. But, what about those first-timers or others who don't have such a knowledgeable TA? Did Radisson loose some repeat customers? Hello...don't they know about cross-training?