Aurora Expeditions has elevated a veteran travel-industry executive to oversee its North American sales and customer-service functions, the company said in a press release. Jenifer Costello has been promoted to Sales and Customer Service Director – North America, a role that consolidates leadership of the organisation's contact centre, sales operations and customer-service teams across the continent.
Experience and remit
Costello brings more than 28 years of experience in the travel sector, with expertise in expedition travel sales, partner development and customer-service leadership. She joined Aurora Expeditions in 2023 and, according to the company, played an instrumental role in building relationships with travel advisers and expanding the business's presence in North America.
- New title: Sales and Customer Service Director – North America
- Scope: North American contact centre, sales operations and customer-service teams
- Background: 28+ years in travel industry; with Aurora since 2023
Company statement and priorities
Aurora Expeditions said the promotion will support operational improvements and a stronger customer experience for travellers and trade partners in the region. The company highlighted ongoing investment in the North American market and the importance of supporting travel-advisor partnerships.
“Jenifer has been an integral part of Aurora Expeditions' success in North America over the past three years,” said Elena Prenner, Global Head of Sales & Customer Experience, Aurora Expeditions. “Her passion for expedition travel, deep understanding of the trade and unwavering commitment to exceptional customer service have made a significant impact on our business.”
Local context and possible impact
For travel advisers and customers in Ontario and across Canada, the appointment could signal increased attention to sales support and post-booking service for expedition travel. Aurora Expeditions operates in the niche market of polar and wilderness voyages; stronger regional sales and service leadership may mean more focused outreach to Canadian advisors and improved handling of enquiries, bookings and on-trip issues.
While the company did not disclose operational changes, staffing plans or shifts in product offerings with the announcement, businesses that rely on travel advisers — including local agencies and tour operators — often welcome clearer points of contact and faster service from suppliers. Observers in the trade will watch whether the promotion leads to enhanced marketing, more familiarisation trips for advisors, or expanded itineraries targeted at North American customers.
What the release did not say
The press release did not include specific operational metrics, changes to route schedules, fleet details or projections for sales growth tied to the appointment. It also did not identify whether Costello will be based in a particular North American office.
| Detail | Known information |
|---|---|
| New role | Sales and Customer Service Director – North America |
| Experience | 28+ years in travel industry |
| Tenure at Aurora | Since 2023 |
Industry stakeholders in Aurora and across Ontario who sell expedition voyages may want to note the leadership change and expect contact from Aurora Expeditions as the company seeks to expand and solidify its North American presence.
