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Nearly 800 guests make the most of enhanced video calling booking system

Press release -

Nearly 800 guests make the most of enhanced video calling booking system

Fred. Olsen Cruise Lines has expanded its video calling system throughout the Reservations team.

The video reservations system was initially trialled in April 2023, but thanks to the success of the project, has now been rolled out further.

The approach allows those viewing cruises online to request a video call, offering a face-to-face interaction with a member of the Fred. Olsen Cruise Lines team.

Since then, the team have received nearly 800 video calls from customers wanting to book a cruise.

Kim Wright, Reservations and Guest Services Manager, said:

“Guests and prospective guests have found the video calling system a convenient way of reaching out to us.

“They appreciate the personal touch of seeing a face and gain confidence in their booking decisions. And, from the team’s perspective, it enables them to go beyond the excitement conveyed through a phone call. It allows us to share the guest’s excitement through body language and enhances their overall booking experience.

“Guests are increasingly opting for video calls instead of making enquiries over the phone. And if a booking is made through video, the team have found that these guests tend to use the video platform for further enquiries.

“We’re thrilled that we have been able to roll this out across the team to continue to offer the personal touch with our guests.”

The system, operated by video call specialists Talkative, automatically assesses whether the guest is using a device with a camera as well as the strength of their connection. A member of the team will call them via phone if a video call is not an option.

It also allows the team to have a shared browsing experience so the caller and the team member can see the same screen view at the same time.

The system has garnered positive feedback from guests including ‘made everything easy to book our holiday’, ‘excellent service, knowledgeable, patient and very helpful’ and ‘lovely agent who was patient, informative and as enthusiastic about my cruise as I was’.

Felix Winstone, CEO of Talkative, said:

“We’re pleased Fred. Olsen Cruise Lines continues to see value in using video chat for their Reservations team.

“In an increasingly impersonal online world, video adds a much-needed human element to high-value and complex interactions such as cruise bookings.”

Anyone browsing a cruise on the Fred. Olsen Cruise Lines website will see a message offering a video call, as long as an advisor is available at the time.

For further information on Fred. Olsen Cruise Lines, visit the website at online, call Reservations on 0800 0355 242 (Monday to Friday 8.30am to 6pm, Saturday 9am to 5pm, Sunday 10am to 4pm), or contact your ABTA travel agent.


Ellis Orchard

Ellis Orchard

Press contact Public Relations Manager Public Relations 07557672265
Georgina May

Georgina May

Press contact Public Relations Executive Public Relations
Lauren Gardner

Lauren Gardner

Press contact Public Relations Manager Public Relations 07546807099

Fred. Olsen Cruise Lines

At Fred. Olsen Cruise Lines we are very proud of our smaller ships – Bolette, Borealis and Balmoral - and the imaginative and unusual itineraries they allow us to offer. Every cruise is hand-crafted from scratch by our team of in-house Journey Planners to make sure you are not only visiting the best destinations, but at the best time to experience them.

For us, it’s not just about where we go but how we take you there. We put as much time into planning scenic cruising as we do in choosing the destinations themselves. On board, our Signature Experiences showcase the history, culture, nature and flavours of the destinations you’ll visit – from Treats of the Region, where you can enjoy local delicacies, to our Sky at Sea star-gazing sessions where you can relax with a hot toddy out on deck while our astronomer talks you through the night sky.

Plus, with each ship carrying 1,300 guests or less, our ships are small enough for us to offer a warm, friendly and personal service where nothing is ever too much trouble, as we visit a host of exciting ports in every corner of the globe.

Fred. Olsen Cruise Lines
Fred. Olsen Cruise Lines

Fred. Olsen House, White House Road
IP1 5LL Ipswich, Suffolk
United Kingdom