Case Study: Carnival UK boosts engagement and FCC redemptions with Apteco

Carnival UK - Customer Case Study

Carnival UK, the operating company for P&O Cruises and Cunard, faced a major challenge when the Covid-19 pandemic halted sailings and triggered widespread cancellations, refunds, and customer anxiety. To keep guests engaged, protect future bookings, and reduce pressure on internal teams, Carnival UK worked with Apteco and partner HH Global, using Apteco FastStats and Apteco PeopleStage to support a more personalized customer communications strategy.

Apteco helped Carnival UK deliver an automated, 1-2-1 digital journey with tailored Future Cruise Credit communications sent to lead guests via email. The solution combined complex booking data into clear, compliant messages and reduced the burden on call centers and marketing teams. Results included a 58% redemption rate of Future Cruise Credits against future bookings, a 25% increase in email open rate, a 7% click-to-open-rate, improved brand engagement, and a substantial reduction in human hours spent handling calls and queries.

Carnival UK

Hannah Maun

Crm Optimisation Manager