To help passengers on their way and enable them to get the most out of their holiday, RCCL sends and emails guests tailored ticket books with travel documents and information on their cruise a set number of days before departure. These documents are sent in one of two ways: either in the post along with a luggage label that enables guests to board the ships or as an e-document. The e-documents direct guests to a page on the RCCL website where they can request for their luggage label to be sent by post.
RCCL’s UK customers used to receive their guest ticket book and luggage labels from a company in the USA. In order to improve delivery times and to save on postage costs, RCCL decided to look for a local supplier to handle the print and mail of all guest ticket books and luggage labels for UK customers.
RCCL started working with Stralfors in December 2009 and now prints and sends between 12,000 and 15,000 luggage labels and guest ticket books per month. "About 90 per cent of our customers currently receive their documents as e-docs," said Lois Charters, Head of Customer Services, RCCL UK & Ireland.
"What is important is that the customers’ documents reach them in time. The guest ticket book contains an itinerary, information on destinations and directions to the port. Receiving the book in advance helps customers find their way to the port and plan their holiday. It is important that customers have their luggage labels when arriving at the port so they can embark the ship as soon as possible with no delays."
Historically, both the guest ticket book and luggage labels were printed in black and white, but both underwent a complete redesign so RCCL required a printer that could reliably provide high quality colour documents.
Lois explains: "Luggage labels are now colour-coded so that when customers arrive at a port where a number of our cruises are departing, staff know what ship to direct them to straight away, which saves time and improves the whole experience for customers."
Stralfors uses its IGen colour printers for both the luggage labels and guest ticket books.
"The work was quite complex," Lois confirms "but the most critical issue for print and mail is being able to honour the time-frames. Our supplier must be able to print documents and send them out as soon as possible so customers get their tickets in time. Stralfors has been able to do this reliably and also has contingency plans in place so customers are not affected.
"Since working with Stralfors, both the luggage label and guest ticket books are better quality products," she adds "They encourage customers to be familiar with our brand and we have fewer issues with tickets getting lost in the post. "
"We are very happy with Stralfors and the operation works very smoothly. Everyone we deal with is extremely professional, reliable and looks at different ways of doing things. We have a good relationship with our account manager, who is very proactive, good at giving advice and ensuring we meet timescales."
In conclusion, Lois says: "We are happy that Stralfors can manage the service level agreement and would certainly consider the company for further work in the future.