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Commitment to agents

Commitment to agents

MacKinnon has joined at an interesting time for the line, with Royal’s decision two weeks ago to cancel British favourite Independence of the Seas' ex-UK season for 2020, in favour of the Caribbean.

 

He insists though that feedback to delivery of its message, which included full refunds and Future Cruise Credit for customers, and full commission still being paid to agents – has been “really strong”. “People appreciated how we did it”.

 

And MacKinnon is emphatic about Royal’s commitment to the UK. “There is no change in our approach [to the UK]… And we’re hugely excited about Anthem of the Seas [which will still be sailing ex-UK itineraries next year out of Southampton], where we’ll be hosting agents.”

 

As confirmation of the line’s focus on the UK trade, MacKinnon promises “exciting announcements” are being lined up for the fifth birthday celebrations of Club Royal, which coincide with the line’s 50th anniversary.

 

“Over 50% of agents are members of Club Royal and agent engagement is very high. We’re looking at evolving that and making it bigger and better,” he hints.

 

He refuses to disclose further details, saying only: “It’s a really good opportunity to improve the quality of that and expand the content of what we do and increase membership by getting better at speaking to the trade.”

 

So how does it feel to now be in the travel industry? “I’m excited,” MacKinnon smiles. “This is a great sector to be in. People are incredibly welcoming – it’s a lot of fun.”

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