End-to-end journeys a ‘key focus’ for Explora Journeys, says president 

Delivering an “exceptional” end-to-end guest and agent journey is a top priority for Explora Journeys, according to the line’s president. 

 

Speaking to Aspire, Anna Nash said with no ship launches scheduled for this year, the brand has been able to concentrate on addressing issues and “glitches” with the agent booking process and client experience. 

 

She added: “Based on the feedback we’ve received, our focus is on ensuring the booking process is quick, efficient and seamless.”

 

Acknowledging “a few frustrations where we have fallen short”, Nash noted that a key area of improvement is service delivery, with efforts focused on increasing staff at the Explora Experience Centre to reduce wait times and resolve issues more effectively. 

 

Nash said the team had also been working to make itineraries easier for agents to sell by engaging with the UK market more closely to gather feedback and enhance trade support. This includes expanding online training and improved access to marketing and social media content via social media management platform Rallio, which the line recently partnered with. 

 

Ship visits also remain a key part of the brand’s trade engagement strategy. 

 

Nash said: “Those who experienced Explora I and Explora II will see that things have evolved. The hardware remains the same, but we’ve really tightened up some of the service standards.” 

 

From a guest perspective, the brand has focused on improving its app and website to make it easier for clients to personalise and elevate their onboard experience.

 

The line has also refined its land-based offering and shore excursions. 

 

Nash said: “We’ve done a lot of listening this year and found that we perhaps offered a few too many excursions per destination, so we’ve scaled back and really refined this with a ‘less is more’ approach. We’ve also focused on offering bespoke guest excursions.” 

 

Nash acknowledged the brand’s early-stage challenges, adding: “We do see that there have been some glitches, but I think that’s normal for a new brand that has grown so quickly.”

 

Explora Journeys is set to expand its fleet to six ships by 2028, with Explora III setting sail in 2026, Explora IV and Explora V to follow in 2027 and Explora VI expected in 2028. 

 

Nash indicated that there are currently no plans to expand the fleet beyond this but said the focus would shift towards “filling those ships, driving volume and continuing to increase brand awareness”.

 

However, she said new developments could still be expected. 

 

“We’re a brand that doesn’t stand still; we’re new, very ambitious and very energetic and we have lots of exciting ideas for 2026, including potentially some new partnerships,” she said, citing the brand’s successful collaboration with Formula One. 

 

She also hinted at new destinations, with itineraries for Explora V set to be released in September this year. 

 

With the “exponential” growth of Explora Journeys’ fleet on the horizon, Nash emphasised the importance of stepping back to evaluate and enhance the customer and agent journey.

 

She added: “I feel very lucky that we’re in a position to do that. My goal is to deliver the most exceptional customer service at every stage.”