Explora Journeys: A Class Operation + Pricing News

As you know, I have been impressed with Explora Journeys from the day I was contacted by Chris Austin, its Chief Sales Officer, right after he left Seabourn. He long had a vision and approach, not just of bringing the concept of having a resort/home at sea, but of finding criticisms constructive rather than an excuse for conflict, and of being focused on the customer experience from even before initial contact. 

Fortunately, Explora Journey’s President, Michael Ungerer, and even more importantly, the Aponte family – who own Explora Journeys – are the ones who are at the fore of this truly exciting and refreshing approach. I recommend you read About Explora Journeys 

Explora Journeys has, as sort of its mantra, two ethos:

“We believe in the Art of Listening”

“Our goal is not the maximize occupancy, but to Optimize the Guest Experience”

That sounds all well and good, but the question is whether Explora Journeys actually conducts business that way. I am pleased to report that it does…and actually at levels that I have never experienced in my two decades in the travel business.

Recently, due to Explora Journeys making modifications to Explora I so that is even better and more consistent with Explora II (also under construction), the maiden voyage of Explora I has been delayed from May 23 to July 17, 2023. 

It announced the short delay (and it is a short one) because Explora Journeys wants (needs) to get it right, not rush to get it done.  Doing the latter, history shows, is a fool’s errand and winds up with guest frustration and, if it goes on long enough, guest resentment. (The Ritz-Carlton and Seabourn Venture delays and the manner of handling them speak loudly as how not to do it.)

So with the goal of Optimizing the Guest Experience:

• Explora Journeys announced the delay over seven months…not weeks…in advance, so guests have time to address the cancelations and make alternative plans.  Explora also made sure there weren’t more of disappointed guests booking what it knew would be canceled journeys. 
• All guest deposits were immediately refunded (no games with it taking weeks to process or offering future cruise credits + a bonus so that guests felt trapped/obligated into booking another Explora journey.)
• Incredibly, each guest was given a Future Journey Credit for the full value of the canceled journey. That’s right, not the value of the already refunded deposits, but of the entire journey!
• The travel advisors were also protected. Explora believes they did their job and are entitled to be compensated for it…rather than being forced into an unwelcome sort of partnership sharing the losses.