CS Update: Cruises SLA update

Cruises is currently experiencing high call volumes along with reduced staffing levels this week. As a result, response times are taking a little longer than usual.

Please ensure you’re setting fair and clear expectations with clients on calls:

🔹 For urgent matters (departures within the next 7 days): advise clients that they can expect a response within 24–48 hours.
🔹 For non-urgent matters (departures outside of 7 days): advise clients that replies may take 3–5 business days.

Setting these expectations upfront will help manage client concerns and reduce follow-up contacts during this busy period. Thank you for your continued support in keeping things running smoothly for Cruises.

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 9th July 2025, titled "Cruises SLA update" sent by Tammie R (Customer Experience Team Leader).