As an established customer of quite a few years, initially I was frustrated at the time it took to book a cruise that you had 'offered'. My lovely personal concierge had been furloughed , and I felt that I was passed around and no-one seemed to want to take my booking! It seemed that you had left insufficient staff available to both answer refund queries, and take bookings. I waited over 5 hours for someone to contact me! Luckily we then got Lisa. An 'old hand', who steadied the boat and handled the booking perfectly. So FIVE PLUS for Lisa and around 1 for the rest of your system.