Major Travel Networks Halt Sales of American Queen Voyages Amid Service Challenges
Several prominent travel organizations, including Signature Travel Network, Pleasant Holidays, and AAA Travel, have suspended the sale of American Queen Voyages trips due to ongoing service issues, as reported by Travel Weekly. Additionally, Virtuoso, a leading luxury travel network, has removed the U.S. cruise line from its preferred supplier list.
American Queen Voyages, known for its domestic river and expedition cruises, did not comment on the story. The reported service issues range from delayed commission payments to problems with customer service and refunds. Travel advisors cited in the Travel Weekly article highlighted specific challenges such as poor communication, late issuance of travel documents, and mishandling of pre-cruise packages, including abrupt cancellations of pre-stay arrangements without prior notice.
Trade organizations attribute these problems to recent changes in sales support and leadership at American Queen Voyages. Julie Howard, Vice President of Cruise Partnerships at Signature Travel Network, communicated to travel advisors on January 3rd about the issues linked to the cruise line’s internal changes.
Despite these operational challenges, many clients have reported positive experiences while on board American Queen Voyages’ cruises. The travel organizations have expressed willingness to reconsider their partnerships with the cruise line if it addresses and resolves these service issues effectively.
“We stopped selling American Queen Voyages in November 2023 due to service issues,” stated Paula Twidale, Senior Vice President of AAA Travel, to Travel Weekly. “If outstanding service issues can be resolved, we will consider resuming sales.”
American Queen Voyages offers a variety of domestic cruises along the Mississippi, Illinois, Columbia, Snake, Cumberland, and Tennessee rivers with its four river cruise ships. Additionally, its expedition ship, the Ocean Victory, provides cruises in Alaska, British Columbia, Mexico, and Costa Rica.
The cruise line was formed from the September 2021 merger of American Queen Steamboat Company and Victory Cruise Lines under the Hornblower Group. In a strategic move, the company sold its two coastal ships, Ocean Navigator and Ocean Voyager, in the summer and announced its withdrawal from the Great Lakes cruise market.
These developments highlight the cruise line’s operational challenges and the impact on its relationships with key travel partners. The resolution of these issues will be crucial for American Queen Voyages to regain trust and resume sales through these major travel networks.