How we helped The Icon of The Seas!

Global industry excitement and media fascination surround the recent debut and first voyage of Royal Caribbean’s Icon of the Seas, the newly acclaimed largest cruise ship in the world.

Little did the world realise that Icon of the Seas’ grand entrance into its Miami homeport – marked by 2350 crew members on deck with streamers, flanked by pilot boats and tugs, fire boats spraying water, cheering crowds, a marching band, cheerleaders, and ‘Rover’ the Chief Dog Officer – was made possible by the exceptional customer service of both Sarah and Cristina, ensuring its timely arrival.

A crucial shipment needed in Cadiz within 48 hours!

Before its Miami naming ceremony on January 23^rd, hosted by the legendary footballer Lionel Messi, Icon of the Seas underwent final outfitting at Spain’s Navantia shipyard in Cadiz, spending several days there before its Atlantic crossing.

However, just two days prior to the crossing, Sarah Adams, Global Services’ Customer Service Specialist received a critical request from Jay Asghar, Royal Caribbean’s Marine Operations Technical Purchasing Manager: could she manage to find, acquire, and dispatch a crucial shipment of body harnesses and fall arrest blocks to the ship in Cadiz within 48 hours?

Incredibly, despite an estimated build cost of £1.6 billion, it was these few missing items, valued at less than £1,000, that risked delaying the departure of the world’s most renowned vessel.

As a Customer Service Specialist at Global Services, a leading supplier to the world’s superyacht, cruise and maritime sectors, Sarah is accustomed to handling unique and urgent requests, not only from Royal Caribbean’s procurement team but also from buyers across major cruise lines in the UK and globally.

“When urgent requests like this arise, I’m always determined to succeed!”

“I’ve had the pleasure of collaborating with Jay and the RCCL team for years, sourcing items as varied as a fragile vase to a Bobcat digger,” Sarah shares. “So, when urgent requests like this arise, I’m always determined to succeed! The fact that it was for the world’s most distinguished cruise ship only added to the significance of the task,” she reflects.

It’s that common commitment to top-tier customer service that also inspired Sarah’s colleague, Account Manager Cristina Ruiz, to promptly volunteer for a road trip, personally delivering the critically needed items to the Icon of the Seas in Cadiz.

Swiftly upon request, the items were sourced, purchased, and expedited to Global’s warehouse. The next day, Catalonia-native Cristina, armed with a very small overnight bag and a very big suitcase filled with harnesses and fall arrest blocks, commenced her journey to the Icon.

Next stop Cadiz!

Initially, she took a coach to Bristol airport, caught a flight to Malaga, Spain, then rented a car for the drive to Navantia Shipyard in Cadiz. There, she was greeted aboard the Icon of the Seas and handed over her precious cargo to a relieved and thankful crew.

A few hours afterwards, the magnificent ship embarked on its seafaring adventures, and Cristina began her homeward journey, her mission successfully completed.

“Exceptional customer service means creating ‘wow’ moments for our clients whenever possible, making this a prime chance to shine. The main task was finding a suitcase large enough for the items,” Cristina notes. “My fluency in Spanish positioned me perfectly for the role, especially if there were any delays with paperwork or customs clearance in Spain.

While I managed to resist the urge to hide in the suitcase for Icon of the Seas’ maiden crossing, I can proudly claim I was among the first members of the public to set foot on this incredible vessel!”.