Travel & Cruise - 4th Qtr. 2017

THE OFFICIAL MAGAZINE OF THE CRUISE INDUSTRY FOURTH QUARTER 2017

CRUISE INDUSTRY GIVING BACK with Holiday Gift Project & Hurricane Relief

ORLANDO ASHFORD

Highlights Importance of Developing Distinct Brand Attributes

LEARNING FROM THE PROS & CEOS Coverage of the FCCA Cruise Conference & Trade Show

DAVID CANDIB

Tells Destinations Need Memorable Experiences to Grow with Cruising

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While ashore, your passengers can take advantage of walkable shopping districts, unique cultural and culinary attractions, and of course, some of the most breathtaking beaches the world has to offer. For more information on the ports of the U.S. Virgin Islands, visit www.viport.com and www.wico-vi.com. ©2017 U.S. Virgin Islands Department of Tourism

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CONTENTS

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FOURTH QUARTER 2017 WWW.TRAVELANDCRUISE.COM

ON THE COVER

Features

SPOTLIGHT 12 Orlando Ashford’s Keynote Address Holland America Line President shares how to write—and tell—a brand’s or destination’s unique story

LET’S GET TECHNICAL Tortola Pier Park, British Virgin Islands

15 Caribbean Cruise Leaders Look beyond the Storms Presidents & CEOs highlight long-term opportunities in the Caribbean and around the world during the FCCA Roundtable

24 Raising the Bar: Industry-Level Improvements to Cruise Ship Safety in the Last Five Years

26 Best Practices for Crisis Management Cruise executives and destination leaders give directions for the road map to normalcy before and after crises

DEPARTMENTS

MEETINGS & EVENTS

07, 09 President’s Letter

28 Business and Relationships Cast Off at

74

the 24th Annual FCCA Cruise Conference & Trade Show Meetings, workshops and networking developed mutual understanding and success for cruise executives and attendees

Platinum Member Highlights

Travel & Cruise Magazine © 2017.

All Rights Reserved. Reproduction in whole or in part, in any form, electronic or otherwise, without written permission of the FCCA is prohibited.

To subscribe or change your address, please send requests to info@f-cca.com Florida-Caribbean Cruise Association (FCCA) 11200 Pines Blvd., Suite 201 Pembroke Pines, FL 33026 Phone: (954) 441-8881 Fax: (954) 441-3171 Published by:

In Partnership with:

30 Synergy at Seatrade Europe CLIA and FCCA team up to add more information from and time with executives from European cruise lines

20 18 Cruise Executives Help Suppliers Stock Up on Business Procurement executives deliver on how to source business with the cruise industry through the FCCA Purchasing Initiative

32 Cruise360 Australasia Returns to Sydney, Australia

32 CLIA Australasia Masters Conference

30

20 Cruise Industry Consumer Outlook The information in this publication is provided “as is.” FCCA, CLIA and its Member Lines disclaim all representations and warranties, expressed or implied, with respect to any information, services, products and materials contained herein. FCCA, CLIA and its Member Lines will in no event be liable for any damage or losses as a result of your use of this publication.

Awareness, attitudes and interest in cruising are increasing, especially among men and Millennials, per CLIA’s latest report

22 CLIA’s VP of Maritime Policy Tells How the Cruise Industry Approaches Environment Preservation FOURTH QUARTER 2017 | TRAVEL & CRUISE 3

DR CRUISE TO #

#GoDomRep GoDominicanRepublic.com

Catedral Primada de AmĂŠrica Santo Domingo

CONTENTS

Features 63 CLIA Europe Speaks Up and Underlines Its UK Economic Contribution David Dingle, Maritime UK chairman, informs British government of the cruise industry’s needs and opportunities

64 Route to Success: The Hapag-Lloyd

42 ON BOARD

ON LAND

35 Royal Caribbean’s New Wows on the World’s Largest Cruise Ship, Symphony of the Seas

40 Telling the Right Story with Destination

“New surprises” are in store for passengers of all kinds, tells RCI President & CEO Michael Bayley

35 Carnival Horizon to Cook Up New Offerings Carnival’s newest ship to feature experiences ranging from mouthwatering to jaw-dropping

36 Azamara Pursuit to Drive Azamara Club Cruises’ Expansion of Destinations and Exclusive Experiences

36 Carnival Corporation to Build New Cruise Ship for Iconic Cunard Brand

36 Costa Cruises Holds Coin Ceremony for Costa Venezia 36 Keel Laid for TUI Cruises’ Mein Schiff 2 37 MSC Cruises Deploys Innovative Man Overboard Detection Technology

Experience Everything a cruise passenger experiences tells a story, and cruise executives share how to make a best-seller

42 With Cruising More Popular than Ever, Let’s Keep Destinations Memorable Carnival VP David Candib discusses destinations’ need to deliver memorable experiences to capitalize on cruising’s growth

Cruises’ Journey CEO Karl J. Pojer shares some of the turns and smooth cruising along the road to success

67 Asia Cruise Trends: A Quickly Growing Market

68 Cruise Season Down Under MEMBERS & TRAVEL AGENTS 71 FCCA Platinum Member Highlights

67

44 Deserving Children to Receive Cheer, Presents and Festivities through the FCCA Foundation Holiday Gift Project Nearly 9,000 children in 43 destinations will have something to celebrate because of this annual project

48 Assisting Caribbean Destinations, and Family, Following Hurricanes Irma and Maria The FCCA and Member Lines answered the call to help destination partners in a time of need

50 The Caribbean Was Open for Business at the FCCA Cruise Conference & Trade Show

37 It’s a Pleasure Doing Business at The Meeting Place on Celebrity Edge

52 Top Five Reasons Why Now Is the Time to Plan a Cruise to the Caribbean

38 Top Five Best Practices for Keeping Cruise Passengers Healthy

48

54 San Juan, a City of Resilience 56 Discover the Unexpected at Costa Maya 60 Activities Cruise Travelers Can Do: #CLIAOnBoard’s First Trip Shares Behind the Scenes Peeks

68 FOURTH QUARTER 2017 | TRAVEL & CRUISE 5

PRESIDENT’S LETTER: FCCA

“WITHOUT CONTINUAL

GROWTH AND PROGRESS, SUCH WORDS AS IMPROVEMENT, ACHIEVEMENT AND SUCCESS HAVE NO MEANING.”

EXECUTIVE COMMITTEE Micky Arison CHAIRMAN CARNIVAL CORPORATION Michael Bayley PRESIDENT & CEO ROYAL CARIBBEAN INTERNATIONAL Adam Goldstein FCCA CHAIRMAN PRESIDENT & COO ROYAL CARIBBEAN CRUISES LTD. Anthony Connelly PRESIDENT DISNEY CRUISE LINE Richard E. Sasso PRESIDENT MSC CRUISES (USA) INC. Andrew Stuart PRESIDENT & CEO NORWEGIAN CRUISE LINE

FCCA STAFF Michele M. Paige PRESIDENT Adam Ceserano SENIOR VICE PRESIDENT Terri Cannici VICE PRESIDENT, OPERATIONS Omari Breakenridge DIRECTOR, DIGITAL STRATEGY & CREATIVE SERVICES Mario Aguirre DIRECTOR, MEMBERSHIP EVENTS & PROGRAMS Justin Paige DIRECTOR, CORPORATE COMMUNICATIONS & STRATEGIC MARKETING PARTNERSHIPS Jessica Lalama EXECUTIVE ASSISTANT Vanessa Gutierrez ADMINISTRATIVE ASSISTANT

–BENJAMIN FRANKLIN

With a new year around the corner, we are prompted to reflect on the past and look to the future, focusing on successes and failures, strengths and weaknesses. Hopefully you see Michele Meeting with the Prime Minister mostly successes and strengths and can further of Saint Lucia, The Honorable Allen develop them; after all, even the strongest musChastanet, at the 24th Annual FCCA cles grow with new exercises. However, keepCruise Conference & Trade Show in Mérida, Mexico ing our weaknesses in sight and building them into strengths is equally important.

Of course, true progress comes not through sudden, drastic change, but through long-term planning and adaptation, along with constant innovation and improvement.

The cruise industry continually proves and upholds these principles, and the FCCA helps stakeholders apply them through partnerships and inside access and knowledge to the industry’s inner-workings.

The FCCA offers this through its numerous events with and direct access to executives from FCCA Member Lines, up-to-date information and trends and much more.

You can read about some of these resources and opportunities in this edition of Travel & Cruise, such as the annual FCCA Cruise Conference & Trade Show, which took place in Mérida, Mexico from October 23-27 and had these objectives in mind with its meetings, workshops and networking opportunities for the nearly 1,000 attendees and 100 Member Line executives.

Articles in this magazine shed light on some of the insight and opportunities offered, with a behind-the-scenes look at the event, including the keynote address by Orlando Ashford, president of Holland America Line, and coverage of the Roundtable, featuring FCCA Member Line presidents, chairmen, CEOs and COOs, along with the other executive-led workshops on cruise line purchasing, best practices for crisis management and the overarching destination experience, with further input from an article by David Candib, vice president of development and operations for Carnival Corporation’s Global Port & Destination Development Group.

This edition also highlights new FCCA initiatives that will further develop strength and partnerships, such as the Purchasing Initiative, and it celebrates the giving nature of partnerships through the FCCA Foundation’s annual Holiday Gift Project, which is expected to deliver nearly 9,000 gifts and smiles to underprivileged children throughout 43 Caribbean and Latin American destinations.

So take a minute to read about and learn some of what the FCCA offers to help its partners grow stronger.

Respectfully yours,

Michele M. Paige President FCCA FOURTH QUARTER 2017 | TRAVEL & CRUISE 7

MAKING PORT IS THE FIRST STEP.

As your guests disembark in the Cayman Islands, they will be greeted by unique encounters as far as the eye can see. From the renowned tastes that earned us the title of Culinary Capital of the Caribbean, to the rare level of service that comes naturally here, your passengers will find their Caymankind.

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PRESIDENT’S LETTER: CLIA

Hello,

CLIA GLOBAL EXECUTIVE COMMITTEE Arnold Donald CLIA GLOBAL CHAIRMAN PRESIDENT & CEO CARNIVAL CORPORATION & PLC Micky Arison CHAIRMAN CARNIVAL CORPORATION& PLC Kerry Anastassiadis CEO CELEYSTAL CRUISES Pierfrancesco Vago EXECUTIVE CHAIRMAN MSC CRUISES Frank Del Rio CEO NORWEGIAN CRUISE LINE HOLDINGS Adam Goldstein PRESIDENT & COO, ROYAL CARIBBEAN CRUISES LTD. Richard Fain CHAIRMAN & CEO ROYAL CARIBBEAN CRUISES LTD. Manfredi Lefebvre CHAIRMAN SILVERSEA CRUISES, LTD.

CLIA STAFF

Welcome to the final 2017 edition of Travel & Cruise, the official magazine of the global cruise industry. It has been an exciting year for the cruise industry, but it has also come with its challenges. This year, we experienced a very active hurricane season, and our hearts go out to those impacted by the storms, who are a cherished part of our cruise family.

Fortunately, the vast majority of ports in the Caribbean are open for business and welcoming guests, receiving no or minimal direct damage from the storms.

Going forward, the best assistance we can provide is continuing to invest in the Caribbean’s recovery and economy, as tourism is their number one product. We are also proud that CLIA Cruise Line Members stepped up to help areas impacted by the hurricanes, providing relief, transportation and supplies to people who need them.

Cruise line relief efforts are ongoing, and our fellow cruise lines are helping Caribbean nations to recover from damage as quickly as possible.

In this issue, we share industry updates, events and trends that have shaped the cruise industry in 2017 and will continue to shape our industry in the months and years to come. Our Asia research findings explore trends in the Asian cruise market and provide insight on how cruise lines can be successful as our industry continues to change around the world.

I am excited to share the details of a trip I personally took to showcase cruising opportunities in Canada and New England, as well as an exclusive interview with Karl Pojer, CEO, Hapag-Lloyd Cruises and Chairman, CLIA Germany, who shares his industry perspectives.

On behalf of all of us at CLIA, we thank our members and Executive Partners around the world for your continued support of our industry and wish everyone success as they close out the end of 2017 and begin a new year.

Best,

Cindy D’Aoust President & CEO Cruise Lines International Association

Cindy D’Aoust PRESIDENT & CEO Tom Fischetti CHIEF FINANCIAL OFFICER Mike McGarry SENIOR VICE PRESIDENT, PUBLIC AFFAIRS & GOVERNMENT RELATIONS Caroline Johnson SENIOR VICE PRESIDENT, MEMBERSHIP OPERATIONS FOURTH QUARTER 2017 | TRAVEL & CRUISE 9

Cartagena de Indias.

ENTER THE ENCHANTED WORLD THAT INSPIRED A NOBEL PRIZE IN LITERATURE.

#COLOMBIAISMAGICALREALISM

Orlando Ashford’s Keynote Address Orlando Ashford, president of Holland America Line, delivered the keynote address at the 2017 FCCA Cruise Conference & Trade Show, taking place in Mérida, Mexico from October 23-27. A lightly-edited transcript of his speech is below:

I

have something of a non-traditional background. Before becoming the President of Holland America Line, I was considered a human resources guy, and had built my career coming up in the ranks at companies like Motorola, CocaCola, and as the chief human resources and communications officer for Marsh & McLennan Companies.

Before March & McLennan, I had never been the head of an HR organization, but I came to that role from The Coca-Cola Company where I was group director for human resources of Eurasia and Africa.

And although I had a solid track record, I was fortunate that the CEO of Marsh & McLennan at the time was confident and comfortable enough to give me the opportunity. It worked out very well for the business, and I went on to lead a consulting unit with Mercer Consulting.

I’ve been very fortunate in my career to work with leaders who were 12 FOURTH QUARTER 2017 | TRAVEL & CRUISE

willing to place bets on talent with non-traditional backgrounds. This includes the leadership at Carnival Corporation and Holland America Group when they hired me as president of Holland America Line.

As you probably know, Holland America Line is a premium brand, and as such, our guests have incredibly high expectations about the experiences they will have while sailing with us.

So far, we must be doing something right. Holland America Line has been around for more than 144 years, and while we’ve had to evolve over the years to meet the changing expectations of many generations of guests, our fundamental throughline hasn’t changed.

We are recognized for our modern, classic style and extraordinary delivery of destination experiences, and every day is a new experience. Our team works very hard to keep us ahead of the competition.

We travel to more than 400 ports all over the world, but the Caribbean stands out for us, in part, because it’s where we book a large number of our ships in the winter. Thirty-five percent of our deployments take place in this part of the world, and so we’re heavily invested in how our guests experience every single island.

And if passengers enjoy our Caribbean destinations like they do our ships, it ends up having a positive residual effect. Our surveys show that travelers return as stay-over guests at the locations where they’ve had positive experiences during a cruise, and when they return, they stay in one of your beautiful hotels to really immerse themselves in your towns and culture.

Now, like so many people here today, the hurricane season this year has affected us as well, because we at Holland America Line and our sister brands within Carnival Corporation have

Spotlight built partnerships and friendships in the Caribbean, and we have become a part of many of these communities.

And while we are back in business and sailing to most of our Caribbean ports of call, our hearts continue to be with those who have been affected by the hurricanes. As a corporation we are committed to supporting the rebuild efforts in the region.

Carnival Corporation, in coordination with the Micky and Madeleine Arison Foundation and the Miami Heat, have pledged $10 million in relief support, including donations to Direct Relief and UNICEF aimed at supporting the most immediate needs in the Caribbean.

Carnival has also deployed ships to provide affected ports in the region with crucial supplies and the most immediate necessities, including food, water, clothing, diapers, medical supplies and generators, among others, and we are in discussions to identify opportunities where we can support the rebuild efforts in the region in other ways.

Additionally, our marketing, sales and public relations teams have been collaborating to support the message “the Caribbean is open for business.” This messaging has already generated millions of impressions, in advertising, direct mail, email and media interviews. We are amping up our efforts to bring media on board our ships in the region beginning this week to tell the story and to support you.

We know the Caribbean is a big place, and many of the islands were only minimally affected or received no direct damage from the storms. And as the region rebuilds, it will be important for the individual islands to have new ideas about ways to differentiate and tell their unique stories. It’s also important that you get your own “open for business” message out to potential travelers.

Now, thirty-five percent of our deployments happen in the Caribbean for a reason, and the islands have a lot in common: beautiful white sandy beaches, iconic turquoise waters, clear blue skies, the warm sun and perfect temperatures…

Coming to you today from Seattle, I want to emphasize how great that all sounds.

And yet the opportunity here is for each of your islands to identify your distinct brand attributes that set you apart.

The Caribbean has a rich tradition of music, arts, and food, and each island does it in its own way.

Again, with a cruise, guests sample the Caribbean and identify the places they love and will return to for an extended stay. Your opportunity is to develop and highlight what sets you about, so guests come back to spend more time on your very special island.

This is no different that the challenge we face at Holland America Line.

In the last few years, we’ve worked hard to tell our Bold New Story in a way that does just this. Our story sets us apart

“…IDENTIFY YOUR DISTINCT BRAND ATTRIBUTES THAT SET YOU APART.” —ORLANDO ASHFORD, president of Holland America Line

in an industry that runs the risk of brands being commoditized, unless we are telling the story about what is unique and different about us – and doing it well. Each cruise brand has its own personality, and it’s up to us to make sure our own personality comes through.

Of course, it doesn’t work unless you actually have something to say.

Fortunately, we’ve placed some bets that are paying off, and make telling our stories fairly straight-forward. A couple of years ago we began rolling out what we call the “Music Walk” across the fleet, offering our guests the world-class music

of BB King’s Blues Club, Lincoln Center Stage, and Billboard Onboard. And there are still more exciting announcements to come.

And when people think cruising, they often think about eating and drinking. In fact, if I’m honest, this is sometimes the first thing they think about.

So another way we differentiate, is with restaurants like the Tamarind Grill, Pinnacle Grill, our newest addition of Rudi’s Sel de Mer, and our world famous Dive-In burgers. Guests come to us after having sailed with other brands, and they tell us how impressed they are by the food.

This year’s partnership with America’s Test Kitchen also gives our guests the opportunity to experience live onboard cooking shows and hands-on workshops modeled after the award-winning TV cooking show.

We are all about our culinary experiences at Holland America Line, and it’s another thing that sets us apart.

So I offer those of you who are here from the Caribbean islands the same challenge: Do what you can to figure out what is unique and different about your island.

What are your brand attributes? Look for an even deeper understanding of the value that is created on your particular island, and lean into that understanding with fresh, bold, new ideas. And find fresh and vibrant new ways to tell your story.

Because it has been our experience that our guests respond to what we uniquely offer, and they reward us by choosing to return to Holland America Line again and again.

I had a boss who once said, “never waste a crisis.”

So the unfortunate challenges that have been placed on the Caribbean region through these recent storms represent a crisis we have been, and will continue to, respond to.

At the same time, these events have created an opportunity to tell the story that the Caribbean islands are open, and to tell the stories of the islands with a little more depth, sharing their rich cultural history and everything each island truly has to offer.

Because I believe these deeper, richer descriptions of the Caribbean will give travelers a renewed interest in the region, which, in the end, benefits all of us.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 13

Let’s Get Technical

Caribbean Cruise Leaders Look beyond the Storms

W

hile Europe is edging closer to the Caribbean’s world-leading market share, cruise growth in Europe and, eventually, China will only benefit the region in future, the FCCA Member Line leaders added. They also urged Caribbean destinations to distinguish their offerings in line with consumer trends and to prepare for more international travelers.

Though the recent hurricane season was the worst they’ve ever seen, chairmen, CEOs and presidents of top cruise companies speaking at the FCCA’s opening session in Mérida, Mexico, expressed optimism about the Caribbean’s resilience.

Citing the recent hurricanes, earthquakes in Mexico, typhoons in Asia and fires in California, FCCA chairman Adam Goldstein said this seems to be a period of greater threats from natural disasters.

“Resilience will become essential to longterm success,” he told FCCA attendees.

Goldstein, president and COO, Royal Caribbean Cruises Ltd., added he’s been inspired by the optimism and spirit of Caribbean government and tourism officials who are driving recovery but also building back “better than before.”

Before the storms, everything about the cruise business in the Caribbean region and Mexico’s coast was “completely positive,” Goldstein said. “The big picture is that people today want experiences. They want to generate the memories of a lifetime. They know they can do that in the Caribbean, in Mexico and on cruise ships.

“There’s nothing that happened with those several hurricanes and earthquakes that changes that. The big picture is promising. It’s encouraging. It’s exciting.”

Of the more than 80 new ships in a record $50bn-plus order book, many will be

“THE BIG PICTURE IS PROMISING. IT’S ENCOURAGING.” —ADAM GOLDSTEIN, President & COO, Royal Caribbean Cruises Ltd., & Chairman, FCCA

coming to the Caribbean. The additional 200,000-plus berths sound like a lot, but the industry remains capacity-constrained, according to Arnold Donald, president and CEO, Carnival Corporation & plc.

Currently all the world’s cruise cabins combined equal fewer than two percent of the world’s hotel rooms, Donald said. So the cruise industry is “tiny.” Every market in the world is underpenetrated. And “we can only build so many ships a year because there’s only so many shipyards,” so the fastest cruising can grow is about seven percent annually.

“As long as we can create demand in excess of supply, we’ll have a very strong industry,” Donald said.

Demand is fueled by people having a great experience, not just on the ship but in the destinations. “Keep providing great experiences: the sun and fun and beach but also cultural immersion and adventure, and the Caribbean will thrive for years to come because there’s lots of pentup demand,” the Carnival Corp. chief told the FCCA audience.

MSC Cruises is building 10 ships, and the Seaside class was designed specifical-

FOURTH QUARTER 2017 | TRAVEL & CRUISE 15

Let’s Get Technical ly for the Caribbean, according to Rick Sasso, chairman, MSC Cruises USA, who said: “We want to make the Caribbean even more of a home base” as those ships come on line.

New ships, Sasso pointed out, are better for the environment—LNG-propelled newbuilds, for example, are in the pipeline—and they give people more value for money than ever, because they’re bigger and offer more amenities.

When it comes to global competition, the Mediterranean and the rest of Europe, with a combined 29.4 percent market share in 2016, are nudging close to the Caribbean’s 35 percent market share. CLIA Europe chairman Kyriakos Anastassiadis recently predicted Europe should manage to become the number one cruise region, ahead of the Caribbean.

But Holland America Line president Orlando Ashford told the FCCA attendees that while Europe is a “wonderful market and important to me and my guests, I don’t see that six points being closed in a significant way.”

He advised the Caribbean to turn the crisis of storms into an “opportunity to rebrand as we rebuild and make the Caribbean even stronger.”

In Ashford’s view the Caribbean can “double down, to express the nuances of the diversity that exists ... We have an opportunity to educate people about what the Caribbean really is ... It spans over a million square miles and 100 ports. This is an opportunity to educate people that what they’ve seen on TV (hurricane devastation) is not the entire Caribbean. It’s only four, five or six ports.”

The crisis “creates opportunity for significant growth and interest in this region.

It’s something the Caribbean should be encouraged about,” Ashford said.

“THE WORLD IS REALLY GROWING IN OUR FAVOR.” —RICHARD SASSO, Chairman, MSC Cruises USA (Inc.)

16 FOURTH QUARTER 2017 | TRAVEL & CRUISE

Sasso told FCCA delegates Europe’s growth will be good for them, too. It creates a bigger source market, and Europeans who start cruising close to home may want to try the Caribbean eventually.

Meanwhile, many more first-time cruisers sail in the Caribbean than in Europe, and year-round cruising is “more dominant in the Caribbean than anywhere else in the entire planet,” as Sasso put it.

“Don’t worry. We’ll keep building the ships, and you keep taking them, because it’s going to be good for all of us.”

European brands increasingly sail in the Caribbean.

In MSC’s case, Cuba has helped drive that and other destinations, like Cozumel, benefit.

Sasso called the industry’s international dynamic “very powerful. We may have lived off the North American market for the first decades of our life. And now we’re living off the European growth and, soon, China. The world is really growing in our favor.”

Ships will bring many more international guests to the Caribbean. “Prepare for them,” Sasso said. Develop multilingual guides and learn about other cultures to help people feel welcome when they arrive.

All four of Carnival Corp.’s European brands sail in the Caribbean, and Donald said it’s important that the industry now communicates to Europeans—along with Americans—that the Caribbean is open and attractive.

“Everything is on a positive trajectory,” he added, and Carnival’s European brands are all expanding in the region.

As for China, just about a million Chinese cruise annually on ships homeported there—a tiny market compared to the country’s 135m outbound travelers. And cruising there is still a B2B business model. But it will grow, and ships will be built in China—Carnival has joint ventures for that—with the first expected in 2023.

What China means for the Caribbean, Donald said, is “a huge source market for additional guests and, over time, part of the enhanced fabric of the global cruise business.”

Turning to emerging consumer trends that lines would like to see reflected in new shore excursion development, Ashford said Holland America guests consider themselves travelers, not tourists.

“AS LONG AS WE CAN CREATE DEMAND IN EXCESS OF SUPPLY, WE’LL HAVE A VERY STRONG INDUSTRY.” —ARNOLD DONALD, CEO, Carnival Corporation & plc

They like to be enriched, to touch, feel and taste the destination.

All Caribbean ports offer beaches and beautiful weather. Ashford advised adding their rich history and traditions to the mix and figuring out how to communicate those to give a deeper experience.

“Our guests have collected enough things, and they want to collect experiences,” he said. “They want to collect unique and special experiences so they can go home and make their friends jealous. That jealousy is what brings someone else to come and try to collect those experiences.”

When it comes to being prepared for the growing millennial market, Ashford said “Millennials like food, fun and sun, just like old people.” It’s not a question of age, in his view, but psychographics. Immersive experiences appeal to people of all ages.

Goldstein noted cruise lines have always been challenged to attract people in their 20s and 30s purely because those in their 40s and up have more income and wherewithal to cruise. Big plusses with Millennials: they’re more experience-oriented than any generation and because of cruising’s growth, more of them have cruised as children than any generation before.

“They know it’s great. Our research is quite clear; they’re surprisingly positively oriented toward cruising.”

In respect to Cuba, one forecast tallies more than 450,000 passengers on nearly 300 departures are currently open for booking by the big three US public cruise companies. That doesn’t count MSC’s two ships in Havana and the various other lines visiting the island.

The FCCA executives addressed how much more Cuba can grow, when and how the rest of the Caribbean can capitalize on Cuba’s popularity.

For people in the US, Cuba is a compelling destination, Donald said, drawing

both those who may not have had an interest in the Caribbean and giving repeat cruisers a reason to return.

“Cuba is going to refresh the Caribbean, expand the demand for it and enhance the entire region,” he said. Future growth is hard to predict considering the US embargo and tensions between the US and Cuba.

“Our goal to take people where they want to go and to bring people together,” Donald said. “It’s a big island with a lot of ports, a lot of culture, a lot of interesting things. Over time, the future will be very bright for Cuba, and that’s good for the Caribbean overall.”

Satisfaction levels for Cuba cruises are high, and the visitor experience is excel-

“…EXPRESS THE NUANCES OF THE DIVERSITY THAT EXISTS…” —ORLANDO ASHFORD, President, Holland America Line

lent, according to Goldstein. But infrastructure is limited. There are just two berths in Havana, and the traffic is coming close to the maximum. Future growth depends on infrastructure development in Havana and elsewhere.

Another area of development, the Bahamas, sees major port projects by Carnival Corporation (Carnival Cruise Line’s planned new port on Grand Bahama Island), Royal Caribbean (a dock and a world-class development at CocoCay) and MSC (the new Ocean Cay MSC Marine Reserve).

CocoCay gives Royal Caribbean the opportunity to create infrastructure that’s competitive on a global scale, Goldstein said. He suggested this is what the Caribbean over time should aspire to: world-class destination capabilities, probably via public-private partnerships.

Carnival Corporation already has private Bahamian destinations in Half Moon Cay and Princess Cays. These provide an “economic multiplier” by creating jobs and activity, Donald said, while giving cruise lines a reason to keep visiting plus new destinations to draw travelers.

Carnival’s Grand Bahama Island port will “bring people to the Bahamas, and they’ll sail to other places as well.”

Cruisers have an appetite for “Robinson Crusoe-type places,” Sasso said. The added spice of Ocean Cay is that it’s a sustainable marine reserve, and sustainability is also important to consumers.

While the Caribbean is often seen as the realm of big ships, the FCCA executives said destinations can draw smaller, mid-sized, luxury and expedition vessels if they address the different needs of their passengers.

When it comes to an ultra-luxury brand like Seabourn, “those people want a different type of experience. They pay for it,” Donald said. “They want immersion, personalized and customized experiences.”

Azamara Club Cruises, meanwhile, focuses on staying longer in port, so destinations need to think beyond the typical 8 a.m. to 6 p.m. ship call window to after-dark experiences and even what can be fresh for passengers to do on a second day, Goldstein said.

Reproduced by kind permission of copyright holder Seatrade. This article was penned by Anne Kalosh, U.S. editor of Seatrade-Insider.com and Seatrade Cruise Review and moderator of this panel, and first appeared on Seatrade- Cruise News on October 25, 2017.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 17

Let’s Get Technical

Cruise Executives Help Suppliers Stock Up on Business

S

uppliers are used to sourcing products, but sourcing business with the cruise industry can be hard.

Eduardo González Cid, CEO, Café Azul, SA de CV Mexico, illustrated this during an FCCA Cruise Conference & Trade Show workshop on purchasing practices by using his own company, which is not only a successful supplier to the cruise industry, but also one of Mexico’s leading coffee producers and one that can meet cruise lines’ price and quality standards for coffee.

But the cruise lines do not buy coffee from Café Azul, a brand lesser known outside of Mexico, opting for options that percolate with different markets—like Seattle’s Best or Starbucks for North Americans and illy or Lavazza for Italians.

Many suppliers are unaware of these purchasing complexities, which is why Michael Jones, SVP of supply chain,

18 FOURTH QUARTER 2017 | TRAVEL & CRUISE

travel port services and workplace for Royal Caribbean Cruises Ltd. (RCCL) and chairman of the FCCA Purchasing Committee, has been committed to linking potential suppliers to the necessary information and contacts through the FCCA’s Purchasing Initiative.

Launching at least year’s FCCA Cruise Conference & Trade Show, the initiative includes such features as the workshop where Jones, González and a panel of cruise line procurement executives and a broadline distributor, discussed some of these practices, along with a booth in the Trade Show’s Purchasing Pavilion, which hosted one-on-one meetings between the suppliers and executives; constant direct access to the executives and to special events at Seatrade Cruise Global; and more.

“This workshop, along with the Purchasing Initiative, show a clear exam-

ple of how the FCCA can bring decision-making procurement executives from its Member Lines in order to give you an opportunity to learn from and do business with them—from general information to striking deals,” said Jones.

And this range was on display at the workshop, starting with general information to help the audience better understand the process. Quality, innovation, cost and service are key for Paolo Raia, vice president of global strategic sourcing, food & beverage, for Carnival Corporation & plc, whose department makes 90 percent of their food purchases for ships within the region the vessels operate.

He also added another layer of complexity by highlighting how the process continually evolves. Until just two years ago, Carnival Corporation brands made autonomous purchasing decisions, with each having its own supply chain. Now

the goal is to harmonize specifications and leverage the company’s scale, while still allowing each brand’s corporate chefs to choose products.

Raia pointed out that this approach can also benefit suppliers, as they no longer have to interact with multiple brands, though it also presents a challenge for some, as the mission is to reduce the amount of suppliers and increase the volume.

“This doesn’t mean small suppliers can’t work with us,” Raia told, noting that Carnival wants to bring in new, innovative products and suppliers, but that they may need to work with a consolidator to create volume. When Carnival finds a new product it likes, it can connect the supplier to “plug in” with a network—companies like Café Azul and Gordon Food Service, both represented at the panel and assisting as part of the initiative.

“Even huge companies need consolidators like us,” said John Helverson, manager of international sales for Gordon Food Services, which works with all major cruise lines and distributes in 40 countries, with more than 66,000 employees in 125 nations.

The consolidators are also accustomed to the cruise industry’s complex logistics, something that sets the cruise industry apart, according to Colista James, senior director of food & beverage supply chain management and brand protection for Norwegian Cruise Line Holdings (NCLH) and a food service industry veteran.

Suppliers have to deliver the full amount of product and be sure it gets to the ships in time, while maintaining volume, consistency, safety and quality, she informed. But it’s not that easy; NCLH divides purchasing into categories like protein, groceries and produce, and the categories have different contract times. For example, James told the the dry grocery contract starts October 1, with no possibility of coming in at another time.

And in the cruise industry, “you don’t get a second chance,” told González.

But there are plenty chances for new business. After an attendee asked about a demand for “flexitarian” options, James told that NCLH’s culinary team is “actively looking” for new opportunities like that to implement on one brand or even fleet-wide.

“WE ARE DIVERSIFYING OUR SUPPLIERS SIGNIFICANTLY BASED ON WHERE THE SHIPS ARE GOING.” –MICHAEL JONES, SVP, Supply Chain, Travel Port Services & Workplace, Royal Caribbean Cruises Ltd., & Chairman, FCCA Purchasing Committee

“We get a lot of requests for plantbased or vegetarian options,” she said, informing that she has already spoken with some Purchasing Initiative members about sending products to sample.

Matching products with experiences is another way to target the industry, informed Raia. An attendee cited the storytelling cruise lines do in order to create a brand and experience to exceed passenger expectations, asking if the procurement teams use artisanal products as part of this story.

“The short answer is yes,” said Raia, highlighting the importance of products like food that create an experience for passengers. “Each brand…customizes

the menu and experience for the guest,” such as a partnership with the one of the most famous chefs in Italy to link up with Costa Crociere.

Jones explained of the “huge opportunity” lying ahead for many in the audience. While in the past RCCL’s model largely utilized global sourcing and container shipping, “we are seeing the ratios flip from how much we source globally versus how much we buy locally.

“We are diversifying our suppliers significantly based on where the ships are going.” To that end, he reminded that many new ships are slated for the region over the next few years.

He was also bullish on the opportunities ahead through the Purchasing Initiative. He praised the networking as “very key” and the ability to “build information” and pivot with any of the industry’s changes, along with the access to showcase products to executives at the Trade Show, “as opposed to trying to put the puzzle together.”

“I think this process is valuable,” he continued, before referencing talks with NCLH and Carnival “to make it easier from the top-down,” with the goal to “take this membership to the next level [for members to] figure out how to spend your time and effort to become more productive.”

FOURTH QUARTER 2017 | TRAVEL & CRUISE 19

Let’s Get Technical

Cruise Industry Consumer Outlook

C

LIA’s newest Cruise Industry Consumer Outlook has found that awareness, attitudes and interest in cruise vacations are increasing over time, especially among men and Millennials. This special research study, done in partnership with J.D. Power, also found that 57 percent of cruisers said that cruising offers a high value experience for the money, and 76 percent of participants said that they are likely to board a cruise ship in the next 12 months.

“THE CRUISE INDUSTRY CONSUMER OUTLOOK PLAYS A KEY IN HELPING US CONTINUE TO ADAPT AND APPEAL TO EVERY TYPE OF TRAVELER…” –CINDY D’AOUST, President & CEO, CLIA

ENCOURAGING SIGNS FOR THE CRUISE INDUSTRY These findings are encouraging signs for the industry overall, as Millennials will earn more and continue to become a larger portion of the workforce in the coming years.

Their positive attitudes toward cruising will likely steer them toward taking more cruise vacations and create more demand for cruise vacations. And more than seven out of ten (71 percent) of men named ocean cruises as the type of vacation they are most interested in taking within the next three years.

“CLIA highly values keeping a finger on the pulse of consumer cruise attitudes and preferences in order to create an ever-improving industry based on traveler feedback,” said Cindy D’Aoust, president and CEO, CLIA. “The Cruise Industry Consumer Outlook plays a key in helping us continue to adapt and appeal to every type of traveler with evolving business practices, varied cruise durations, and available destinations.”

Among those surveyed, the top regions to cruise were the Caribbean, Europe and the Mediterranean, Canada and New England, Hawaii and Alaska and the Pacific Northwest. This range of interest shows the diverse interests of cruisers and will continue to push cruise lines to continue to offer more unique and interesting itineraries for travelers seeking to see the world with cruise vacations. Also, the findings show that more than six out of ten (63 percent) of these respondents have an increased interest in cruising.

OTHER KEY FINDINGS The Cruise Industry Consumer Outlook of 2017 also includes some other key findings when it comes to cruising. Repeat cruising and the overall high value of taking a cruise, as well as more destinations available including cruise ports being available within driving distance, are a few, along with an increasing interest in ocean cruising. Some highlights: •

20 FOURTH QUARTER 2017 | TRAVEL & CRUISE

Repeat Cruising: The report found 80 percent of past cruisers have an increased interest in taking a cruise, while 50 percent of non-cruisers said the same. Repeat cruisers are drawn to cruise travel largely due to the value this vacation type offers.

•

•

•

•

Cruising Costs: When compared to both land-based packaged tours and all-inclusive trips, more than half (57 percent) of the respondents surveyed believe cruising offers a high value, compared to 48 percent saying the same for land-based vacations.

Keeping it Close: The report also found travelers are drawn to cruising for a variety of reasons, including destinations and convenience. Regarding cruise ports being within driving distance, respondents acknowledged the convenience of driving to the cruise ship (68 percent) and the reduced hassle of not having to fly (57 percent) as the primary benefits of having a lot more cruise embarkation options available in North America.

Destinations and Durations: Cruise destinations and durations also positively impacted consumer attitudes toward cruising. When it comes to cruise destinations, more than one-third (36 percent) of travelers prefer the Caribbean region, while a quarter (27 percent) chose the Mediterranean.

The Caribbean is more favored by people in the lower income brackets, while interest in the Mediterranean is higher for higher-income brackets. Seven-day cruises are also the most popular among those surveyed (33 percent) when compared to other cruise durations.

Oceans of Interest: According to the new research, respondents are showing an increased interest in ocean cruising when compared to reports earlier in the year. Currently, 34 percent of respondents interested in cruising will definitely be taking an ocean cruise, compared to 23 percent reported in January.

CRUISING’S APPEAL AND AN EXCITING VACATION OPTION Cruising appeals to all generations and offers something for everyone, which makes it an exciting vacation option for anyone.

A cruise vacation is convenient for many people because many travelers can avoid flying to get to a port. There are more ports within driving distance for them. Also, when it comes to the cruise atmosphere, there are diverse options available, including casual elegance, which some cruisers prefer. With continued growth and more options, cruising continues to flourish as a vacation option.

Let’s Get Technical

CLIA’s VP of Maritime Policy Tells How the Cruise Industry Approaches Environment Preservation

D

onnie Brown is vice president of maritime policy at Cruise Lines International Association (CLIA) in Washington DC. He develops, presents, negotiates and implements global industry positions on legislative, regulatory and policy matters involving security, environmental stewardship and health. He leads delegations to the International Maritime Organization (IMO), where he represents the global cruise industry during international treaty negotiations and other matters. He is also the designated Secretary to the CLIA Global Committees on Maritime Security Matters and Marine Environment Protection Matters.

Why is environmental protection critical to the cruise industry?

Our CLIA Cruise Line Members believe that protecting the environment is not only the right thing to do, it is a business imperative. They are working to preserve the world’s air, oceans and destinations that are essential to the travel experience for the millions of passengers who cruise each year. Without beautiful seas and destinations, the cruise industry would not exist.

How does the cruise industry demonstrate its commitment to the environment?

As responsible members of the maritime community in its environmental protection efforts, our Cruise Line Members approach preserving the environment in many ways. They are dedicated to and have made tremendous strides in improving environmental performance through investments in technology, collaboration and leadership initiatives.

22 FOURTH QUARTER 2017 | TRAVEL & CRUISE

Can you describe some of the technologies in which the industry is investing?

Our Cruise Line Members are investing $1 billion in environmental technology.

Cruise lines continually innovate to reduce air emissions. Exhaust gas cleaning systems (EGCS) reduce the level of sulfur oxides in a ship’s exhaust by as much as 98 percent, offering an innovative alternative to the use of low sulfur fuels. Cruise lines and many other industry sectors worked to pioneer the use of this technology in the marine environment.

In keeping with cruise lines’ continual focus on best practices that often exceed regulatory requirements, our oceangoing Cruise Line Members have committed to not discharging untreated sewage anywhere in the world. Many cruise lines operate advanced wastewater treatment systems (AWTS) to treat wastewater beyond the requirements of most waste treatment facilities of coastal cities.

Finally, cruise lines are launching ships powered by liquefied natural gas (LNG), eliminating sulfur oxides and reducing nitrous oxides and CO2 emissions. For newly launched vessels, new dual-fuel engines allow for the efficient and effective use of multiple fuels, such as LNG and traditional fuel. Innovations in tank design and placement have also allowed for safe storage of LNG on board. To date, seven cruise lines have announced plans to build up to 16 LNG-propelled cruise ships, with the first one expected in service in 2019.

In addition to its work to reduce emissions and manage waste, in what ways do cruise ships reduce energy use?

Our Cruise Line Members are innovators

in developing cutting-edge ship designs and sustainable environmental practices to reduce their energy use. Examples of these innovations include energy-efficient design standards to lead to a 30 percent reduction in new marine vessel CO2 emissions by 2025, hull paints with special non-toxic coatings that reduce fuel consumption by up to five percent and solar panel installation to provide emissions-free energy.

What are some of the groups with which cruise lines are collaborating?

We have found that to deliver enjoyable cruise vacations and protect the environment, cruise lines have to think differently. That means working with various partners, including ports and destinations, toward mutual environmental stewardship goals. CLIA and its Cruise Line Members have collaborated with leading national and international organizations to advance sustainable approaches that protect the environment.

The Port of Seattle is an example where cruise lines worked closely alongside port partners. Several of our members have been recognized by the Port of Seattle throughout the years with its Green Gateway Award. These members demonstrated additional environmental and “green” performance initiatives beyond U.S. requirements when transiting the waters near the Port of Seattle and while berthed at the port so that their vessels were operating as efficiently as possible.

We are also proud to work in partnership with reputable environmental organizations such as United for Wildlife, the World Ocean Council and the North American Marine Environment Protection Association (NAMEPA) to advance mutual commitments to environmental stewardship and sustainability.

How does CLIA participate in the regulatory process? Does the cruise industry exceed regulatory requirements?

CLIA’s Maritime Policy Team routinely participates in the regulatory development process. For example, CLIA is a major contributor to such efforts at the International Maritime Organization (IMO), participating in working groups and committees to develop global regulations and guidelines that protect the envi-

ronment. On behalf of the cruise industry, we supported the development and implementation of the first-ever global and legally binding greenhouse gas reduction regime for an entire international industry sector to achieve a 30 percent reduction in new ship CO2 emissions by 2025.

Our Cruise Line Members lead the maritime community in many ways, including the adoption of the Cruise Industry Waste Management Policy, which is even more extensive than existing regulatory requirements. This policy is one of the most comprehensive and advanced set of practices for environmental stewardship in the marine environment, covering shipboard waste disposal practices for cooking oil, incinerator ash, photo processing and dry-cleaning fluid waste, electronic equipment, pharmaceuticals, batteries, sewage, graywater, trash, bilge and oily water residues and plastics.

What leadership actions has CLIA taken for environmental protection?

How does CLIA promote greater environmental stewardship throughout the industry?

CLIA’s Cruise Line Members are committed to limiting their impact on the oceans and air through leadership in developing, promoting and implementing policies and practices that exceed international regulations and requirements to reduce waste and air emissions. At CLIA, we actively pursue the consistent implementation of environmental

regulations globally as a critically important component of our members’ operations, and the cruise industry has been a major contributor to such efforts at the IMO. In 2016, we assembled a first of-itskind Air Emissions Workshop, bringing together NGOs, the cruise industry and other maritime stakeholders to openly share ideas on air emissions reduction.

The workshop facilitated transparent discussions about challenges and opportunities, industry efforts to meet and exceed regulatory requirements and future regulatory trends related to reductions in SOx, NOx and particulate matter.

What can we look forward to in the future regarding the cruise industry and environmental protection?

Advances in technology, lessons learned through new ship design, construction and operations and the industry’s strong commitment to environmental stewardship all factor into the cruise industry’s culture of continuous improvement on environmental matters. This commitment can be seen with each new generation of cruise ships, which are more and more energy efficient and environmentally friendly.

Where can we find information on the industry’s environmental protection efforts?

CLIA and our Cruise Line Members routinely post online sustainability reports with environmental performance and goals. In March 2017, CLIA released the first-ever wide-ranging analysis by independent maritime environmental experts of the cruise industry’s environmental practices and performance, providing an in-depth analysis on cruise ship air emissions and wastewater treatment practices.

To download this study and CLIA’s 2016 Environment Sustainability Report, you can visit: www.cruising.org/ about-the-industry/research.

Environmental performance information is also widely available on government websites.

How can I help protect the environment when I cruise?

Cruise ships use some of the most innovative reduction, recycling and reuse strategies in the world. Thanks to the efforts of cruise ship waste management crews, the per-person trash for disposal is less and the recycling rate is higher on a cruise ship than if those same travelers vacationed on land – or even stayed home. Some cruise ships recycle or repurpose nearly 100 percent of the waste generated on board by reducing, reusing, donating, recycling and converting waste into energy.

Cruise passengers can assist in those efforts by taking note of any recycling programs and being vigilant of how they dispose of waste while on their cruise vacations.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 23

Let’s Get Technical

Raising the Bar: Industry-Level Improvements to Cruise Ship Safety in the Last Five Years

By BARR TURNER, Technical Advisor, Cruise Lines International Association (CLIA) The cruise industry has a long history of putting the safety of passengers and crew first, and remains committed to ensuring the highest level of safety on cruise ships. Seldom has this commitment been more evident than in the wake of the Costa Concordia tragedy, when the industry immediately came together to perform a comprehensive review of current safety policies and identify key areas for further improvement and collaboration among Cruise Lines International Association (CLIA) Cruise Line Members, which make up around 95% of cruise capacity worldwide. Today, more than five years after the accident, the industry has implemented a wide range of new operational safety policies and continues to raise the bar on safety through the collective efforts of CLIA Cruise Line Members and the Cruise Ship Safety Forum (CSSF).

Less than a month after the Costa Concordia tragedy, the industry formally launched the Cruise Industry Operational Safety Review to evaluate existing safety procedures, identify industry best practices, and then develop new policies to further enhance the safety of passengers and crew. This review covered issues of navigation, evacuation, emergency training and related practices, and focused on the swift implementation of new policies.

As part of the Cruise Industry Operational Safety Review, CLIA Cruise Line Members conducted an internal review of their operational safety practices. These reviews were performed in consultation with an independent panel of esteemed experts, including a former chairman of the United States National Transportation Safety Board (NTSB) and a former executive director of the European Maritime Safety Agency (EMSA). As a result of this process, best practices were identified, shared among lines and used to develop new, industry-wide operational safety policies. Throughout the review, the industry also engaged with regulators at the International Maritime Organization (IMO) and other relevant international bodies.

24 FOURTH QUARTER 2017 | TRAVEL & CRUISE

The first output of the review came just two weeks following its formal inception, with the release and immediate implementation of a new, industry-wide policy on passenger muster. While legal requirements in the International Convention for the Safety of Life at Sea (SOLAS) had mandated, at the time, that muster for embarking passengers must occur within 24 hours of embarkation, the CLIA policy went further, requiring that muster take place prior to the vessel’s departure from port.

This policy ensures that all passengers are familiar with emergency procedures before the ship is underway.

Over the next year, the review resulted in the introduction of a total of 10 new CLIA policies on operational safety, covering everything from the carriage of additional lifejackets to the harmonization of bridge policies, emergency procedures, and musters. These policies have since been incorporated into the CLIA Compendium of Member Policies. Compliance with these policies is a condition of CLIA membership, and is verified by the CEO of each Cruise Line Member and certified annually by an independent classification society. In many cases, these CLIA policies are in excess of existing international regulations to ensure the safety of passengers and crew.

Following the conclusion of the Operational Safety Review, remaining matters under discussion were referred to CLIA’s Committee on Maritime Safety Matters (Safety Committee), a long-standing committee dedicated to ensuring operational safety and to the continued sharing of best practices by CLIA Cruise Line Members. The Committee is comprised of cruise line executives responsible for operational safety across the industry, and meets regularly to share best practices and discuss issues related to safety. Through analyzing current safety-related matters, conducting preparedness risk assessments and developing new industry policies and best practices, the committee continues to raise the bar on cruise ship safety.

Recognizing that cruise ship safety requires broad expertise, the industry established the Cruise Ship Safety Forum (CSSF) in 2002. The CSSF brings together industry stakeholders for the purpose of advancing cruise ship safety in a coor-

dinated and focused manner. Unlike the CLIA Safety Committee, the CSSF is a consortium of cruise ship operators, ship yards, and classification societies. This tripartite structure allows the forum to consider the safety of a vessel holistically, considering not only the operation of cruise ships, but also their design, construction

CLIA OPERATIONAL SAFETY POLICIES Passenger Muster Excess Life Jackets Location of Life Jacket Stowage Common Elements of Musters and Emergency Instructions Passage Planning Securing Heavy Objects

ing a step change in safety on cruise ships.

Relying on the significant technical knowledge and expertise of forum members, the group quickly began to develop proposals related to cruise ship safety, including a robust evaluation of cruise ship stability in damage conditions, the operation of watertight doors and operating practices related to shipboard damage control drills and training. The work of the forum resulted in the development of various industry best practices and submissions to the IMO. Additionally, members of the CSSF provid-

safety. The CSSF maintains a library of its safety recommendations and engages with international regulators and other organizations, when necessary, to ensure that the global cruise community is kept informed on current best practices and cutting-edge advancements to vessel design, construction and operational practices as they relate to cruise ship safety.

Through the continuing work of the CLIA Cruise Line Members and the Cruise Ship Safety Forum, in conjunction with international regulatory bodies, the

ed necessary expertise to the IMO during the most recent amendment process to SOLAS, which included improvements to the requirements for survivability of passenger ships in the event of damage. These amendments were adopted in June 2017.

Today, the CSSF continues to consider highly technical matters related to

cruise industry continues to push the bar on safety higher and higher. Cruise ships today are the safest that have ever sailed. As technical advancements in cruise ship design continue to shape the future of the industry, one thing remains certain: the commitment of the cruise industry to the safety of passengers and crew will remain steadfast.

Bridge Access Harmonization of Bridge Procedures Life Boat Loading for Training Purposes Recording the Nationality of Passengers

and independent safety review processes. A Steering Committee, comprised of senior-level industry executives, guides the work of the forum to ensure that it remains focused on the most important issues that could benefit from the tripartite process.

Following the Costa Concordia tragedy, the CSSF played an integral role in produc-

FOURTH QUARTER 2017 | TRAVEL & CRUISE 25

Let’s Get Technical

Best Practices for Crisis Management

M

uch of the focus at the FCCA Cruise Conference & Trade Show displayed just how much of the Caribbean islands and products were open for business. Of course, all attendees and executives had sympathy for the thousands of lives impacted by a sudden wave of natural disasters, including Hurricanes Irma and Maria and earthquakes in Mexico.

But many of the affected did not want any sympathy; they had already put in the countless hours and tireless efforts to rebound their tourism. They had come to the event ready to capitalize on those opportunities, but they also were eager to share the lessons they learned to help the region better prepare for such events and become even more resilient and sustainable.

That is why a panel of destination representatives and cruise executives came together for a workshop discussing some of these lessons and best practices.

It will take a large investment and commitment, by both the public and private sectors participating, according to St. Lucia Prime Minister Allen Chastanet, chairman of the organization of eastern Caribbean states (OECS).

But this money can be hard to come by in the wake of natural disasters, especially if main sectors like tourism and agriculture experience losses. Getting aid can also become complicated, he explained.

Some territories and commonwealths, like St. Maarten and Puerto Rico, are getting aid, but independent countries are on their own. And Britain could not allocate aid to the Virgin Islands and Anguilla because 26 FOURTH QUARTER 2017 | TRAVEL & CRUISE

these overseas territories are too wealthy to qualify for assistance under official international criteria.

To fix this, Chastenet has appealed to the United Nations, the World Bank and the International Monetary Fund, working to decouple the official international criteria for post-disaster financial aid from income level.

“One of the biggest lessons learned is we couldn’t get ahold of the islands,” said Russell Daya, executive director, marine & port operations, port development and itinerary planning, Disney Cruise Line.

Highlighting the importance of satellite phones, redundant communications systems and mobile emergency operations centers, he told communication is “absolutely critical.”

Rolando Brison, tourism director, St. Maarten, agreed and told that relief support depends on the ability to communicate.

“The world wants to know what’s happening,” he continued and reminded that without destinations telling their story, social media will tell it for them. In fact, even big, traditional media cited Facebook posts about the storms.

And when communicating, he advised to, “Be open. Be factual. Be realistic.”

Chastanet also suggested for tourism officials to avoid tallying the devastation, which he told does not help get aid.

José Izquierdo, executive director of Puerto Rico Tourism Company (PRTC) told that Irma gave Puerto Rico a “dress rehearsal” for Maria and chance to ensure they were prepared with their communi-

cations strategy—something he recommended for all destinations. For Puerto Rico, that involved PRTC becoming an emergency management agency, giving content to the messaging, which they had either already prepared or delegated an appropriate party off the island.

Puerto Rico had also prepared by dispatching staff to hotels to take a census of all guests before the storms to facilitate evacuation, along with checking the airport, where people landed even without flights. Afterward, they focused on first responders, housing them in seven hotels.

Carlos Torres de Navarra, vice president of commercial port operations for Carnival Cruise Line, presented a “road map to normalcy” to provide what destinations need to prioritize to get ships back.

The industry first needs to know the maritime aspect, with depth charts to understand if ships can enter. If ships cannot enter, that does not only shut down the return of cruise tourism, but also complicates relief efforts.

Destinations then need to need to clear roads to parks and beaches; clean up the port and downtown; enact security protocols; address downed power lines; ensure food and beverage locations and retailers are ready; and offer as much of the shore excursions program as possible.

Torres also advised all destinations to think about their readiness to take redeployed ships since there could be an uptick of business for the majority of Caribbean destinations that were not impacted.

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Meetings & Events

Business and Relationships Cast Off at the 24th Annual FCCA Cruise Conference & Trade Show

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hen 1,000 cruise tourism stakeholders gathered in Mérida, Mexico, many were unsure what they would witness or should expect from the largest cruise tourism conference and trade show in the Caribbean and Latin America. But most knew of the event’s long history of helping attendees maximize cruise tourism’s benefits, so they fixated their focus on the nearly 100 decision-making cruise executives from FCCA Member Lines and prepared for the opportunities ahead.

“The FCCA Cruise Conference & Trade Show put cruise tourism stakeholders in the middle of the action,” said Micky Arison, chairman of Carnival Corporation & plc. “It offered unique and invaluable opportunities to gain insight and develop relationships and business with some of the industry’s most influential players.”

The event launched the morning of October 27 with an opening ceremony featuring a keynote speech from Orlando Ashford, president of Holland America Line, along with remarks from other cruise industry brass, including Adam Goldstein, president and COO of Royal Caribbean Cruises Ltd. (RCCL) and chairman of the FCCA, and Mexican government representatives, such as Tourism Secretary Enrique 28 FOURTH QUARTER 2017 | TRAVEL & CRUISE

de la Madrid and Gov. Rolando Zapata Bello, governor of the state of Yucátan.

While being sensitive to the recent catastrophic events, they praised the tireless efforts and resiliency throughout the region, along with the need to come together at the event in order to learn from and develop business and relationships with successful stakeholders and cruise executives who decide where ships call, what sells onboard and how to invest in destination products and infrastructure.

Attendees had these opportunities on tap throughout the event, and many already had firsthand experience, with the first business sessions scheduled the day prior—oneon-one meetings pre-selected by attendees to allow for private promotions and presentations, along with personalized input.

“The one-on-one meetings allowed for us to learn about new developments and products and help fine-tune them to best fit the cruise lines,” told Federico Gonzalez-Denton, associate vice president, government relations for Latin America and the Caribbean, RCCL. And cruise line decision makers travel to the Conference and Trade Show with minds open to attendees’ information and products.

“[The FCCA Cruise Conference & Trade Show] always give me an opportunity to meet valuable industry stakeholders,” told Goldstein. “These are the people who have ideas and projects I want, and need, to know about.”

Some of these ideas and projects were displayed at the sold-out FCCA Trade Show displaying everything from individual tours and products to entire destinations’ offerings. With lively music, dancing, videos and delectable delicacies, the booths and pavilions caught the attention of attendees and cruise line representatives entering and passing through to access meetings, business sessions, workshops and lunches, along with just enjoying the offerings.

Plus, the trade show featured a pavilion as part of the FCCA Purchasing Initiative.

With exclusive space and meetings for participants, the initiative brought local suppliers direct to their cruise line consumers.

Key procurement executives from FCCA Member Lines attended with the goal of sourcing new business while sampling products, participating in one-on-one meetings at the purchasing booths, and presenting a workshop tailored to education on cruise lines’ purchasing process, along with input from current sourcing partners.

The entire audience of stakeholders and executives also gathered at special events hosted at the trade show, such as a cruise executive preview before the official opening, an exclusive reception for cruise executives and Platinum Members, respites at the VIP booth, and the Extravaganza, which hosted cruise executives and attendees for dinner and a show.

This was also one of the many ways the event’s networking functions prompted unique exchanges between cruise executives and attendees, while displaying some of the preparations by Mérida and the state of Yucátan, which partnered with local businesses to coordinate the logistics and display their rich culture, diverse destination products and solid infrastructure to the influential audience—a formula for success for past host destinations of the event, with results ranging from triple-digit growth in passenger and vessel arrivals to the development of new piers, tours and entire destination developments.

“The FCCA appreciates Mérida’s, the state of Yucatán’s and all of Mexico’s efforts to make the 24th annual FCCA Conference & Trade Shows one of the best events yet,” said Michele Paige, president, FCCA. “It pulled out all the stops to woo the cruise executives and attendees, allowing them to experience the offerings and infrastructure that will welcome nearly 400,000 cruise passengers from FCCA Member Lines this year in Progreso – and hopefully more next year!”

“[THE FCCA CRUISE CONFERENCE & TRADE SHOW] ALWAYS GIVES ME AN OPPORTUNITY TO MEET…THE PEOPLE WHO HAVE IDEAS AND PROJECTS I WANT, AND NEED, TO KNOW ABOUT.” —ADAM GOLDSTEIN, President & COO, Royal Caribbean Cruises Ltd., & Chairman, FCCA

But this was not the end of the event’s business- and relationship-growing opportunities. A series of workshops took place throughout the event, sharing insight into the numerous facets of the industry and how to maximize its benefits for all attendees, along with letting attendees interact with fields of experts.

With panels comprised of cruise line representatives and successful cruise tourism stakeholders, the workshops focused on key elements— including shore operations, port operations and development, itinerary planning, and purchasing and supply chain —to help the range of attendees increase their understanding of and business with the cruise industry. Plus, cruise line presidents, COOs, CEOs and chairmen led a roundtable

providing insight into the latest and upcoming trends, and how it applies to attendees, with panelists including Ashford and Goldstein, as well as Arnold Donald, president & CEO of Carnival Corporation & plc and Richard Sasso, chairman of MSC Cruises (USA) Inc. In all, the FCCA Cruise Conference & Trade Show again helped attendees map the road to success in future cruise tourism dealings and provided a unique chance to develop relationships with decision makers from FCCA Member Lines; present destinations and products; and learn about the cruise industry and what cruise lines seek in shore excursions, products, services, infrastructure and destinations.

Or, as Paige said, “The FCCA Cruise Conference & Trade Show gave attendees a chance to meet with, learn from and display their product to some of the most influential people in the industry.”

The FCCA prides itself in establishing this direct line to the cruise industry and fostering understanding between the industry and destinations’ private and public sectors. A symbiotic relationship exists between them; the more that one progresses and learns about the other, the more that both thrive. The FCCA promotes this mutually beneficial connection in its operations and offers these opportunities and advantages through its membership and events, including next year’s FCCA Cruise Conference and Trade Show in San Juan, Puerto Rico.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 29

Meetings & Events

Synergy at Seatrade Europe CLIA Executive Partner Summit and FCCA Seatrade Europe Partners foster business and understanding through a schedule complementing Europe’s top cruise conference

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amburg, the top-ranking cruise port in Germany with 189 ship arrivals and 589,000 passengers in the past year, was the hub of the international cruising industry this September, once again hosting the biennial Seatrade Europe event. One day ahead of the opening, the CLIA Executive Partner Program launched its Summit held September 5 in Hamburg.

People from the East, West, North and South of the globe gathered to talk “Europe Cruise Matters.” Over 260 international CLIA executive partners, including 50 cruise line executives had flown in to be first to step in the impressive Hamburg Messe and Congress glass building venue before the official convention began and to fulfill the goal of generating concrete business discussions between decision makers from ports, destinations and the cruise industry’s supply chain.

After a general opening session hosted

by Cindy d’Aoust, president and CEO of CLIA, and Bo Larsen, CLIA’s senior vice president of strategic partnerships, nine 30 FOURTH QUARTER 2017 | TRAVEL & CRUISE

different breakout sessions engaged all participants with a new format based on partners’ demand designed to generate greater participation and dialogue, while also featuring more specific sessions by sector and focusing on European case studies. Each was driven by an expert from the industry, gathering in an informal horseshoe formation up to 40 participants, which created an open-floor atmosphere to drive spontaneous discussion.

The sessions covered topics, including safe, secure and sustainable cruise shipping; shore excursion planning and management during peak demand; cruise destination marketing; cruise port infrastructure and its impact on the destination; berthing allocation policy; the future role of the port agent and the importance of tourist guides, ambassadors of destinations.

Participation was active and included different segments of the industry. Local or regional case studies or best practice were voluntarily shared by the attendees on port infrastructure or shore excursion management experience.

“The sessions were truly worthwhile, concrete and practical for all delegates,” said Giora Israel, senior vice president of port and destination development for Carnival Corporation, who was omnipresent in many panels and reported back on a variety of topics covered during the oneday event. “We could share our combined efforts towards a sustainable and growing industry in need of efficient and creative itinerary planning. We also underlined the importance of our port agents and the pivotal role of guides at all our port of calls.

We are always adding new destinations, so we shared our views on the importance of timely destination marketing.”

The Port and Destination Summit, which is only open to partners, also created positive networking opportunities and facilitated one-to-one pre-booked business sessions with cruise lines decision makers to generate further business openings for CLIA partners.

Later in the evening, it was time to share some of the key findings with selected key local and European trade media

and for networking over various levels of partner dinners and deceptions. And the discussions went on.

“Rome was not built in one day, and for the Executive Partner program it takes a while to build a reliable global business community,” noted Bo Larsen, senior vice president strategic alliances, CLIA. He also mentioned he was satisfied with the 97 percent satisfaction rate obtained after the event, when 87 percent of participants also added that the Executive Partner Program and such event would positively impact their business.

“It is positive to see the engagement of our partners,” he continued. “It is only together that we will ensure the sustainable future of our industry, so ports and destinations, travel and tourism providers but also technical and supply chains in IT or travel services have to not only speak, but find the best solutions together, because each region has its challenges.

Looking in Europe, the Baltic has little in common with the Mediterranean or the Black sea, in terms of market development, infrastructure or culture. It is important that CLIA provides the right negotiation platforms, and this is why we hold summits and conferences throughout the year.”

More partners and cruise lines commented on the benefits of the Summit. The

Port of Dover said it was “a time-saver through best practice sharing,” and Cruise Newfoundland Labrador told it provided ‘rich and invaluable content.”

The Seatrade Europe show went on, and CLIA continued to hold entertainment functions took place during that week, including a networking function held at the Hamburg Messe, and a CLIA Germany dinner was held on September 6.

CLIA then encapsulated the theme of synergy by joining with its sister association, the Florida-Caribbean Cruise Association (FCCA), to make the FCCA’s first foray into Seatrade Europe equally successful for its partners looking to target the key cruise executives from European ocean and river lines, along with the other 5,000 stakeholders representing this vital cruise market.

“With the increasingly global nature of the industry, bilateral partnerships abroad are becoming even more valuable,” said Adam Goldstein, president and COO of Royal Caribbean Cruises Ltd. and chairman of the FCCA. “The FCCA has a long history of developing these partnerships, and its new initiative at Seatrade Europe offers a proven way for its Caribbean and Latin American partners to get closer to European cruise lines, stakeholders and source markets.”

The initiative accomplished this with booth space at its trade show pavilion for the FCCA Seatrade Europe Partners to individualize and showcase their products to the attendees and host private meetings.

Those efforts were further strengthened through more synergy between the FCCA and CLIA, with the associations working together to connect the partners with local stakeholders and the 270 executives from European ocean and river cruise lines by coordinating one-on-one meetings and networking events.

One of those, and the conclusive event, was a joint FCCA & CLIA reception. It was led by Cindy d’Aoust, president and CEO of CLIA, and FCCA President Michele Paige, and it gathered numerous cruise executives, along with select local stakeholders, in a casual setting to foster the development of relationships and business.

“Creating opportunities for dialogue between cruise lines and the port and destinations community is critically important for our industry’s growth,” said Cindy D’Aoust, president and CEO of CLIA. And each session and event generated those opportunities, with discussions and handshakes between partners in that true collective cruise spirit so visible today.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 31

Meetings & Events

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Cruise360 Australasia Returns to Sydney, Australia

ruise360 Australasia, the region’s largest cruise industry conference, returned to Sydney, Australia this year. Over 600 cruise industry delegates, including 56 New Zealanders, descended on Sydney for CLIA’s annual Cruise360 conference, which took place on August 25, 2017 and was held at the new Hyatt Regency Sydney. Following the conference, attendees had the opportunity to do an inspection of the Pacific Explorer, the latest addition to P&O Cruises’ fleet.

The conference was all about learning and education to assist travel agents advance their businesses, and they were not disappointed. International and local industry executives shared with the delegates their marketing, sales and business knowledge.

DIVERSE INDUSTRY EXECUTIVE SPEAKERS AND BREAKOUT SESSIONS Terry Thornton, SVP of commercial and international port operations for Carnival Cruise Line, talked about guest experience, personalization and “guestcentricity.” Stand-out keynote speaker Larry Pimentel, president and CEO of Azamara Club Cruises, spoke about how to master and leverage social media channels providing practical tips and tricks.

For the first time, the sold out Cruise360 conference included Breakout Sessions discussing a wide range of topics. These included everything from creating guest loyalty to breaking down myths around river cruising,

as well as selling luxury and expedition cruising, and leveraging CLIA’s October Plan a Cruise Month Campaign.

Travel industry veterans Robyn and Murray Sinfield, from Home Travel Company, said of Cruise360, “It delivered dynamic international speakers offering intriguing sessions to learn and share from, providing us with advice to help us to better stand out from the crowd.”

MORE ABOUT CRUISE360 AUSTRALASIA This was the fourth time Cruise360 Australasia has been held in Sydney, Australia.

“We are delighted with the outcome of Cruise360 2017,” said Joel Katz, managing

director of CLIA Australasia. “Our aim this year was to provide more value and learning opportunities to the travel agents attending, and based on the initial feedback, I believe we succeeded. Keynotes, panel discussion and the breakout sessions have been well received. In the next few days we will send out a post conference survey to all delegates to obtain further feedback to understand how we can build on this year’s successful event to make the 2018 program even better.”

Also attending Cruise360 Australasia were CLIA Cruise Line Members, port and destination representatives, as well as key industry stakeholders and CLIA Executive Partners.

CLIA Australasia Masters Conference

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wenty-nine travel agents from across Australia and New Zealand set sail on Dream Cruises’ Genting Dream for Cruise Lines International Association (CLIA) Australasia’s 2017 Masters Conference, held in September. Designed for travel agents who aspire to the highest level of cruise industry accreditation, the annual CLIA Australasia Masters Conference combines intensive training sessions with a firsthand cruise experience.

The conference commenced in Hong Kong on Saturday, September 16. Travel 32 FOURTH QUARTER 2017 | TRAVEL & CRUISE

agents enjoyed a one-night pre-cruise accommodation before boarding Genting Dream for a five-night cruise to Japan, with port calls at Naha and Miyakojmia the day after.

Overseeing the 19th Masters Conference was US-based travel industry trainer, business coach and motivational speaker, Scott Koepf. Scott led the conference sessions, which are designed to help travel agents advance their sales and marketing skills to selling cruise holidays.

Additionally, Thatcher Brown, president of Dream Cruises, delivered a keynote presentation.

Delegates who successfully completed a comprehensive post-conference workbased assignment then attained the elite Master Cruise Consultant accreditation, a prestigious rank for travel consultants.

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On Board Royal Caribbean’s New Wows on the World’s Largest Cruise Ship, Symphony of the Seas

Royal Caribbean International has orchestrated a new vacation experience for family and adventure travel in 2018. Symphony of the Seas, the cruise line’s newest ship, brings together the award-winning and acclaimed

features only found on Royal Caribbean, with distinct new experiences that will continue to inspire adventure among guests of all ages.

“We’re excited to introduce Symphony of the Seas, our boldest composition yet, offering the best of Royal Caribbean with some new surprises for our guests to create a vacation that adventurers of all ages can enjoy together,” said Michael Bayley, president and CEO of Royal Caribbean International. “We set out to create a new level of vacation adventure and deliver the ultimate escape for families of all shapes and sizes.”

New dining concepts—including the fresh, new Hooked Seafood and mouthwatering made-to-order tacos at El Loco Fresh— and family activities; awe-inspiring theater; aerial, ice and aqua entertainment; and two-level Ultimate Family Suite, complete with floor-to-ceiling LEGO wall, will join the lineup of Royal Caribbean exclusives, all set in the unique seven-neighborhood concept of the award-winning Oasis-class

ships, with debut of the new generation of Royal Caribbean’s famed Boardwalk, infused with new energy—and experiences and venues like a sports bar and arcade spanning the length of the Boardwalk and a candy and ice-cream shop also cooking up family-friendly activities for aspirational bakers.

The 25th ship in Royal Caribbean’s fleet, the 230,000 GRT, 5,500-passenger Symphony of the Seas will set sail in April 2018 to kick

off a summer season in the Mediterranean.

Beginning November 24, 2018, the adventure-packed ship will make Miami her yearround home, sailing seven-night Eastern and Western Caribbean voyages from the state-ofthe-art new Terminal A at PortMiami.

Carnival Horizon to Cook Up New Offerings

When Carnival Horizon debuts in spring 2018, Carnival Cruise Line’s newest ship will feature a host of new offer-

ings, including some delectable dining options hot off the grill. Guy Fieri—a member of the American Royal National Barbecue Hall of Fame whose namesake burger joints are featured on 19 Carnival Cruise Line ships—will introduce a brand new full-service barbecue venue. An expansion of Fieri’s casual barbecue eateries on several Carnival ships, Guy’s Pig & Anchor Bar-B-Que Smokehouse|Brewhouse combines the best of both worlds: authentic, downhome smoked-on-board barbecue and traditional sides created by the renowned chef, along with a selection of distinctive craft beers brewed on board at a brewery located within the restaurant.

“I’m excited about launching my newest shipboard eatery at Carnival,” said Fieri. “I know what it takes to make real-deal barbecue—quality meats smoked ‘low and slow’ and top-notch sides using the freshest ingredients. And when you combine down-home barbecue with a cold beer brewed right on board, you have a truly outta bounds experience!”

Guy’s Pig & Anchor Bar-B-Que Smokehouse|Brewhouse will be among the dozens of different dining and beverage venues available aboard Carnival Horizon, including the line’s first teppanyaki restaurant, the Cucina del Capitano family-style Italian restaurant, the Fahrenheit 555 steakhouse, the Mexican-themed BlueIguana Cantina serving authentic tacos and burritos, the 24-hour Pizzeria del Capitano, and the New Englandinspired Seafood Shack.

Other features include the groundbreaking bike-ride-in-the-sky attraction called SkyRide, an IMAX Theatre, and the first Dr. Seuss-themed water park at sea A wide range of accommodations will also be offered, including spa cabins with exclusive privileges at the luxurious Cloud 9 Spa, extra-roomy staterooms in Family Harbor, and tropics-inspired Havana staterooms and suites with exclusive daytime access to a Cuban-themed bar and pool.

Carnival Horizon is scheduled to make its maiden voyage April 2, 2018, with a 13-day Mediterranean cruise from Barcelona, the first of four round-trip departures from that port, before repositioning to the U.S. with a 14-day trans-Atlantic crossing from Barcelona to New York May 9-23, 2018.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 35

On Board the first Costa ship built and designed specifically for Chinese guests, entering into service in 2019. Costa Venezia will be 135,500 tons, offering 2,116 passenger cabins for a total of 5,260 passengers.

The design of the ship will be dedicated to the city of Venice. Chinese guests onboard will enjoy a once-in-a-lifetime experience immersing themselves in a multi-sensory “virtual” trip in Venice, featuring food, art, music and entertainment. Come nightfall, guests may join

Azamara Pursuit to Drive Azamara Club Cruises’ Expansion of Destinations and Exclusive Experiences

Azamara Club Cruises, known for its Destination Immersion programming with with one-of-a-kind curated experiences and access to some of the most exotic destinations around the globe, will help the cruise line feature even more destinations and experiences through the 2018-19 sailings of its newest addition, Azamara Pursuit. Sister ship to Azamara Journey and Azamara Quest, with delivery taking place in March 2018, Azamara Pursuit will increase the brand’s destination offerings by 40 percent and add 61 more destinations.

Guests will also stay longer and experience more with 48 late nights and 26 overnights, while experiencing some of the most unique destinations worldwide, including 15 maiden calls.

“We are pleased to expand our portfolio by 50%, allowing us to visit even more regions of the world,” said Larry Pimentel, president and CEO of Azamara Club Cruises. “Our loyal guests and travel partners have asked for this expansion for a long time; we are very pleased to deliver this to them.”

Azamara Pursuit, is comparable in size to the fleet, allowing visits to unique ports that larger ships cannot reach.

Together, the three ships will support the brand’s commitment to enrich destination immersion around the world, by staying longer in port to allow guests to experience more.

36 FOURTH QUARTER 2017 | TRAVEL & CRUISE

Carnival Corporation to Build New Cruise Ship for Iconic Cunard Brand

Carnival Corporation has signed a memorandum of agreement with Italian shipbuilder Fincantieri S.p.A. to build a new cruise ship for the company’s iconic Cunard brand. The new ship for Cunard will be built at Fincantieri’s shipyard in Monfalcone, Italy, with an expected delivery date in 2022. The as-yet-un-

an onboard version of the Carnival of Venice, the city’s famous festival known for its elaborate masks. A second ship specially designed for Chinese guests, sister to Costa Venezia, will be delivered

by Fincantieri in 2020.

Keel Laid for TUI Cruises’ Mein Schiff 2

named ship will join Queen Mary 2, Queen Victoria and Queen Elizabeth as the fourth member of the Cunard fleet, marking the first time since 1998 that the luxury cruise brand will have four ships in simultaneous service. The new cruise ship will be the 249th vessel to fly the Cunard flag since the company’s founding in 1839.

Cunard will announce additional details about the new ship starting in 2018.

Costa Cruises Holds Coin Ceremony for Costa Venezia

On November 1, Costa Cruises held the traditional coin ceremony for its new ship, Costa Venezia, at the Fincantieri shipyard in Monfalcone. She will be

The keel for the TUI Cruises’ Mein Schiff 2 was laid on October 5 at the Meyer Turku shipyard. This important production milestone marks the beginning of the hull assembly. Mein Schiff 2 will be will be a sister ship to new Mein Schiff 1, which will be delivered from Meyer Turku in the spring of 2018. Scheduled for delivery in early 2019, she will be 20 meters longer than Mein Schiff 6, with space for 2,894 guests.

Carnival Elation Gets Extensive Renovation

Carnival Elation and its passengers have new reasons to be happy after the vessel’s multi-million-dollar makeover in October. The extensive renovation included the addition of an expansive new WaterWorks park, with an enclosed 300-foot-long Twister water slide; 38 new cabins; 98 balconies to existing staterooms; and a variety exciting food and beverage concepts, including Carnival fan favorites like Guy’s Burger Joint, BlueIguana Cantina and RedFrog Rum Bar.

Norwegian Jade and Norwegian Sun Retrofitted with Exhaust Gas Cleaning Systems

Norwegian Cruise Line successfully completed the retrofitting of a new Exhaust Gas Cleaning system on two of its ships, Norwegian Sun and Norwegian Jade, in October. In conjunction with the line’s Sail & Sustain environmental program, the new systems are aimed at significantly reducing air emissions and, subsequently, the ships’ environmental footprints. Early in 2014, Norwegian Cruise Line was the first cruise line to commit to retrofitting six vessels and has exceeded that commitment with now eight total ships.

Princess Cruises’ Third Annual Culinary Cruise Series to Serve Up Two of Miami’s Most Acclaimed Chefs Princess Cruises’ third annual Culinary Cruise Series will feature to famed Miami-based chefs Brad Kilgore and Scott Linquist. Sailing on Regal Princess out of Fort Lauderdale from February 11-18, 2018 to the Western Caribbean, these two chefs will team up to offer guests a variety of curated culinary expe-

riences and demonstrations for travelers looking for an exclusive foodie experience. This seven-day, four-port Western Caribbean cruise will include a selection of daily activities and adventures for cruisers to participate in with the acclaimed chefs, with chef-led cooking demonstrations, cookbook signings, Q&A sessions, special menus throughout the ship’s restaurant and bars, and more.

It’s a Pleasure Doing Business at The Meeting Place on Celebrity Edge

Celebrity Cruises will soon redefine the meaning of “working remotely” with the reveal of The Meeting Place, a state-of-the-art meeting venue onboard Celebrity Edge. Designed by Wilson Butler Architects, the 1,970-square-foot venue commands a central location on the ship, complemented by brilliant, awe-inspiring views like no other meeting space on land or at sea, perfect for any need. With soundproof dividers, advanced audiovisual capabilities, varied seating options, private office space for event planners, dynamic mobile bars set up for food and beverages, and a fully equipped pantry with a bar, the possibilities for this venue are truly endless.

MSC Cruises Deploys Innovative Man Overboard Detection Technology

MSC Cruises will further man its onboard security through the the launch of a new vanguard video surveillance system. In an industry-first, MSC Cruises developed a highly-sophisticated advanced system in collaboration with global leaders in security technology, Bosch and Hewlett Packard Enterprise.

The integrated system is part of a bigger MSC Cruises operation to further optimize security monitoring onboard the ship and will allow, among other features, for the speediest intervention in the unlikely event a person or object falls overboard. After a successful pilot phase of extensive stress-testing and continuous software upgrades, the intelligent video capturing and analysis system is now operational—initially on MSC Cruises’ latest f lagship, MSC Meraviglia.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 37

On Board

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Top Five Best Practices for Keeping Cruise Passengers Healthy

ruise lines go to great lengths to keep passengers and crewmembers healthy while on board ships, and with winter here, it’s more important than ever. Whether through cleaning practices, passenger screenings or public health inspections, CLIA Cruise Line Members work vigorously to keep passengers and crew healthy using these best practices: 1. SANITATION Trained crewmembers regularly clean and sanitize the ship. Cabins are cleaned at least once daily, and common areas such as restaurants, snack areas, pools and elevators are cleaned throughout the day. At the end of every cruise, crews clean the ship from top to bottom using designated cleaning supplies and sanitation procedures.

While on board the ship, good hygiene remains essential to good health; thorough and frequent hand washing is the best way to prevent illness. While on land, cruise passengers have the same responsibility to prevent illness as they would while on the ship. The efforts made by cruise ship crews cannot replace the responsibility that rests with each and every individual. Passengers and crew alike must be committed to keeping themselves, their family and their fellow travelers healthy.

2. SCREENING The importance of early detection cannot be understated. Pre-boarding health screenings help identify ill passengers or crewmembers prior to boarding. The most common health screening protocol is a health questionnaire.

Passengers indicate if they or their traveling companions have had any recent symptoms of illness. Passengers and crewmembers who may be ill are assessed by medical staff before they interact with other guests.

38 FOURTH QUARTER 2017 | TRAVEL & CRUISE

3. COLLABORATION Cruise lines work with various organizations to establish best practices and guidelines for passenger and crew health.

mandatory for all CLIA oceangoing Cruise Line Members, address the facilities, staffing, equipment and procedures for medical infirmaries on cruise ships. They reflect consensus among member lines of the facilities and staffing needs aboard cruise vessels, within the recognized limitations of the sea environment and appropriate to individual ships, passenger and crew demographics, itineraries, ship’s construction and other circumstances.

The Centers for Disease Control and Prevention’s (CDC) Vessel Sanitation Program (VSP)

Cruise lines work closely with the CDC’s VSP in a comprehensive effort to employ preventative practices to achieve the highest standards of public health onboard cruise ships. Each year, public health officers from the CDC make at least two unannounced inspections on cruise ships calling on U.S. ports. The public can access the inspection score of every ship. The VSP provides a level of federal scrutiny and transparency for cruise line sanitation that’s unique in the travel and hospitality industry; there is no similar federal program for hotels, airlines or restaurants.

American College of Emergency Physicians (ACEP)

CLIA Cruise Line Members and ACEP collaborated to develop and implement guidelines on cruise ship medical facilities. Medical professionals from CLIA Member Cruise Lines meet annually in conjunction with the ACEP Scientific Assembly. Many cruise ship physicians are also members of ACEP and serve on that organization’s Cruise Ship and Maritime Medicine Section.

4. MEDICAL FACILITIES The cruise industry has taken a proactive role in addressing the quality of shipboard medical care. The ACEP Guidelines (2014),

The guidelines strive to: •

• •

Provide reasonable emergency medical care for passengers and crew aboard cruise vessels.

Stabilize patients and/or initiate reasonable diagnostic and therapeutic intervention.

Facilitate the evacuation of seriously ill or injured patients when deemed necessary by a shipboard physician.

5. CREWMEMBER TRAINING Regardless of a crewmember’s job on board, they are trained in safety and first aid procedures, such as emergency procedures, signals and alarms; evacuation procedures; and fire prevention and fire safety. Further, the ACEP Guidelines (2014) outline appropriate medical staff qualifications, certifications and skills onboard cruise ships. The organization advises that ships maintain qualified and experienced clinical staff with current, full registration and a license to practice with various medical certifications.

Passenger wellness is essential to an enjoyable cruise vacation. With passengers traveling from all over the world, the cruise industry knows that prevention and adequate care is priceless. Cruise lines are vigilant about passenger and crew wellness, working around the clock all year long.

On Land

Telling the Right Story with Destination Experience

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our destination, your story,” told Arnaldo Zanonato, senior manager of port adventures for Disney Cruise Line, chairman of the FCCA Shore Excursion Committee and moderator of the 2017 FCCA Cruise Conference & Trade Show workshop, “Creating the Ultimate Destination Experience.”

The workshop featured an expert panel tasked with giving attendees insight on concrete, easily implemented tips on how to engage guests through storytelling, from the moment they arrive and at every opportunity.

Zanonato first asked the audience to think of their favorite movie and how that story unfolded, as those familiar archetypes would serve as a foundation for the presentation.

The story begins as soon as a guest steps off the ship, informed Colin Murphy, regional coordinator of the Americas for Global Ports Holding. A destination can illustrate that through functional and themed port facilities that act as an introduction to the experience ashore.

Color, architectural choices or even amenities can help to set the tone of what’s to come and sure assist in exciting the guest to “move forward” and go explore, affirmed Zanonato.

“First impressions, no second chances: be that movie you know you’ll love within the first 10 minutes.”

First impressions can go a long way for passenger perception and experience, told Erika Tache, director of product development – tour operations for Carnival Cruise Line. Some ways to improve that impression and perception include costumes, signage, dispatch flows and the overall attitude of each person interacting with passengers.

“Every time you meet someone, a new character in the story, there’s an opportunity for us to add a new layer, introduce a new character,” said Zanonato.

The panel then focused on the main character, the tour guide, who acts as everything from a narrator unfolding the passengers’ stories to a hero or villain, depending on their performance.

“Make them a hero,” advised Beth Kelly Hatt, president of Aquila, confirm40 FOURTH QUARTER 2017 | TRAVEL & CRUISE

ing that tour guides can make or break a passenger’s experience and recommending investment in training, support and unexpected tools for the job, like a prop bag with items guests can touch and feel.

“More senses mean more memories.”

“Not everyone likes the same genre; every guest is different, and so should be the way we tell each story,” said Albino Di Lorenzo, vice president of cruise operations for MSC Cruises (USA) Inc. He highlighted the need for destinations and stakeholders to know their audience so that they can tailor experiences appropriately, reminding of the diversity of visitors and the need to tell stories in multiple languages, to adults, kids, families and people from multiple nationalities.

“The interests vary within each destination, especially in the Caribbean’s melting pot of cultures and experiences,” he continued.

Federico Gonzalez-Denton, associate vice president of government relations for Royal Caribbean Cruises Ltd, touched on the importance of approaching those interests, and the story, as a full cast. “Your team must understand how they contribute to the overall story; the government, private sector and cruise lines should all be aligned.

“In order to connect, we need to develop relationships, both with our guests and also amongst our business partners.

No blockbuster movie is made alone.”

Zanonato agreed, “Having an amazing product, or story to tell, may not be enough; your partners are your best asset to ensure you are reaching your audience.”

“There are still stories waiting to be told,” said Mico Cascais, principal of Mico Cascais, Inc., and veteran cruise line shore excursions executive. He reminded the audience of the Caribbean’s storied history and the opportunities it presents, such as the Caribbean once being the “piracy center of the universe.”

“Take that history and make a story.”

However, he suggested telling a different story to cruise executives, “When you meet with the cruise lines, have a fully developed business plan. Value and profitability need to be part of your discussions.”

He also mentioned the negative effects that untrained guides and drivers, along with independent operators without proper licenses and insurance, have on the destination, reminding that all parts of the story need to be written professionally.

In the end, everyone has a role to play, and a cruise is a wonderful collection of amazing stories, agreed the panel. The Caribbean is a mesmerizing background where many stories have been unfolding for centuries, and both the cruise lines and stakeholders have the shared responsibility to ensure they continue toward a happy ending by valuing each passenger who makes cruising a part of their story.

With Cruising More Popular than Ever, Let’s Keep Destinations Memorable

By DAVID CANDIB, Vice President, Development & Operations, Global Port & Destination Development Group, Carnival Corporation & plc

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ruising has several major advantages that make it an enticing vacation choice for consumers looking for a great holiday. Guests enjoy being able to experience multiple destinations from their cruise ship with the convenience of only having to unpack once. They also appreciate the great value that cruising provides as compared to similar land-based vacations. And of course, cruise lines constantly roll out innovative new features, amenities and entertainment onboard.

These are just a few of the reasons why the cruise industry enjoys consistently high guest satisfaction ratings. It is also why we as an industry are in excellent position to capitalize on the growing popularity of cruising as a great vacation at an exceptional value.

In fact, global cruise vacations grew faster in popularity than global land-based vacations by a 23 percent margin between 2004 and 2014, and demand for cruising increased 62 percent from 2005 and 2015—leading to a record of nearly 26 million people taking a cruise in 2017. And research by J.D. Power and Associates indicates that 39 percent of what CLIA is calling a new Cruise Generation—Gen Y/Millennials who have taken a cruise—identify going on a cruise as 42 FOURTH QUARTER 2017 | TRAVEL & CRUISE

the best type of vacation, which far outpaces land-based vacations (14 percent) and all-inclusive resorts (nine percent).

While this is exciting news for our industry, we all know this is no time to rest on our laurels. To remain competitive, it is important for us to look beyond the onboard experience and be sure we are giving passengers the best experience possible in port and at each destination. A key part of this includes working with local governments to continue to raise the bar in providing memorable experiences at our destinations.

When it comes to designing the best itinerary options, some of the criteria considered include the safety of the guests and crew, maritime infrastructure, the variety of shore excursion offerings, port usage fees, location relative to other destinations and various other factors. For most of these elements, a destination has the power to control its own attractiveness and to work alongside industry experts on initiatives to stay atop the lists of the best ports of call.

Some factors, such as location, may limit a destination’s attractiveness for key seven-day United States homeport itinerary options. However, the combination of many European brands homeporting seasonally

in the Caribbean and some brands success with longer cruise itineraries (take for example the very successful Carnival Journeys 9+ day sailings), there still is a need for attractive destinations in the Southern and far-Eastern Caribbean. It’s all just another important element of the ultimate goal— satisfied guests who can’t wait for their next wonderful cruise experience.

How do we, as a company and an industry, assess guest satisfaction?

As a company, we begin with a deep commitment to exceeding the expectations of people who trust us with their decision to have a great vacation. That is a special trust, as people have limited vacation time and budgets. As an industry, we want everyone who sails on a cruise ship to come away feeling that they had an excellent time, and that they cannot wait to take another cruise. As guests share their positive experiences by social media and in conversation with friends, family and associates, this increases the likelihood of attracting new cruisers—an important component of growth for the industry.

With our company operating 10 different and distinct brands around the globe, our teams at each brand fully understand that the experience must align to how guests

On Land identify with what a specific brand promises, even though we find guests who sail on multiple brands throughout the years (these sailings tend to be for special occasions such as a multigenerational family vacation).

To that end, we mainly rely on our travel agent partners to guide guests to the ideal brand and the right ship matching a customer’s personal interests. We also position our brands and their offerings using the latest psychographics to build upon the available demographic information, such as age, education and occupation. We use these findings to add visibility and assist in adding another level of depth to the analysis of vacationers, what their hobbies are or what interests compel them, which helps to create a more complete profile.

Our industry attracts a wide range of guests who choose cruising as a vacation.

This makes it easy to underestimate the challenges represented by having a variety of destinations. For example, if you look at a development like our newest Caribbean port, the exciting Amber Cove in the Dominican Republic, you will find that during the course of its first year, we welcomed eight of our 10 cruise lines and 23 different ships.

These numbers are more often seen in the more mature destinations as well, such as St. Maarten, Grand Turk, Cozumel or Jamaica.

Over a year, a destination such as this one caters to guests from such diverse nationalities, backgrounds and demographics that it may be hard to identify what experiences or offerings would be “best.”

I believe this is a difference between a landside vacation and a cruise. A hotel can attract guests based upon many factors, such as location, price or rating, and the experience would generally remain consistent since they are not leaving the property for multiple destinations.

By contrast, take Puerta Maya, our port in Cozumel that can accommodate three

ships simultaneously and frequently receives ships are from three different brands. Puerta Maya serves as the gateway to three unique destinations: Cozumel, Playa del Carmen and Merida on the Yucatan Peninsula, where guests can visit Chichen Itza, one of the Seven Wonders of the World. This presents guests with the opportunity to select from approximately 120 different tours, each of which can cater to each brand’s guests.

For example, the AIDA Cruises guests sailing in the Caribbean tend to be very active, and you will see many disembark with bicycles in hand, ready for a ride and tour around the island. Princess Cruises passengers may be more intrigued by cultural and authentic culinary experiences, while guests on a Carnival Cruise Line sailing may gravitate towards a beach, adventure experiences and family outings.

“A DESTINATION MUST FIND A BALANCE OF OFFERINGS…THIS IS HOW TO ENSURE A GUEST ENJOYS HIS OR HER STAY… AND ULTIMATELY INFLUENCES THE OVER ALL CRUISE VACATION.”

As we also operate four ports in the Caribbean region, we see that the behavior and spending at the shops varies by brand and even by deployment within the same brand. Our food and beverage operators at the ports have even perfected the type of music to play depending upon the ship in port.

A destination must find a balance of offerings, accomplished via a variety of shops, food and beverage choices and shore excursions that achieve a combination of key elements. This is how to ensure a guest enjoys his or her stay while in a particular port and ultimately influences the overall cruise vacation to have been a wonderful (and repeatable!) experience.

Our shore excursion teams are dedicated to developing offerings with local operators to cater to a variety of guests, which can be as simple as a minor tweak to an existing operation or as complex as launching entirely new experiences.

It is challenging to develop and operate destinations that offer broad appeal, but working alongside local governments, as well as teaming with our brands, makes the entire experience exciting and worthwhile, while ultimately providing local business opportunities.

Whether it’s partnering with operators and businesses in creating something new to see in St. Maarten or designing a new destination from the ground up, like Amber Cove, the future success of the industry must count upon both cruise operators and destinations to continually innovate, keep experiences fresh and memorable, and always strive to exceed our guests’ expectations.

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On Land

Deserving Children to Receive Cheer, Presents and Festivities through the FCCA Foundation Holiday Gift Project

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his holiday season, Santa’s climbing down cruise ship smokestacks instead of chimneys as he travels to 43 destinations throughout the Caribbean and Latin America. Because of the efforts of Old St. Nick, the FCCA Foundation, FCCA Member Lines and participating destination partners, nearly 9,000 deserving children will have something to celebrate during the 21st annual FCCA Foundation Holiday Gift Project.

The FCCA Foundation contributed gifts selected for age groups and genders specified by the destinations. With Member Lines’ vessels serving as a sleigh and crew as elves, they are bringing the presents to the destinations, where representatives have coordinated festivities both on board and on land. During the celebrations, with guests ranging from Santa and Shrek to Mickey Mouse and The Cat in the Hat, the children will not only receive their presents, but also the gift of a memory that will last a lifetime.

“This project celebrates children and the spirit of giving by providing a very special day of fun and gifts to well-deserving kids in our port communities,” said Carlos Torres de Navarra, vice president of strategic and commercial port operations for Carnival Cruise Line.

The spirit and cheer extends past the children; all of those involved exemplify it and realize the project’s importance, knowing the children probably would not receive toys and smiles otherwise. Sherryl Bacayo, training specialist on Norwegian Jewel, showed this in her comment after last year’s project: “…being a part of the [Holiday Gift Project] allowed me to experience what it is to make a life by what we give. It was such a great joy to see smiles on those lovely little ones. I felt the true spirit of Christmas.”

“You could see the happiness and excitement on the kid’s faces as the boxes 44 FOURTH QUARTER 2017 | TRAVEL & CRUISE

of toys were offloaded and Santa Claus came to their school,” said Dorothy Dorado, youth director for Carnival Liberty. “It felt so good to see the kids jumping and screaming when they saw us coming. We left the school with tears in our eyes.”

“We are honored, and humbled at the same time, that we are able to participate in sharing the blessings to other people….we believe that we can change lives, one person at a time,” said Marc

“YOU COULD SEE THE HAPPINESS AND EXCITEMENT ON THE KID’S FACES…” –DOROTHY DORADO, Youth Director, Carnival Liberty

Raymundo, human resources manager for Celebrity Infinity.

Sherryl, Dorothy and Marc touched not just on the sentiment, but also on part of the importance of the festivities and the meaning for all involved—helping kids enjoy being kids, a concept seemingly simple, but mostly unknown to the children in shelters and homes benefitted by the project, and something that has a lasting effect on all involved.

Michele Paige, president of the FCCA, also recognized this significance.

“…WE BELIEVE THAT WE CAN CHANGE LIVES, ONE PERSON AT A TIME.” –MARC RAYMUNDO, Human Resources Manager, Celebrity Infinity

“The FCCA Holiday Gift Project brings happiness to children who truly deserve it.

The cruise industry is proud to give back to the communities of the destinations we call, and I cannot think of a more rewarding way than bringing cheer and aid to children who need it.”

Margaret Jones summed it up as she explained the project and its long history in Jamaica: The FCCA Holiday Gift Project has brought smiles to the faces of hundreds of Jamaican children. Since its inception, the FCCA has lived up to its commitment.... providing toys for the children who are less fortunate. Over the years, the Ministry of Tourism and the Jamaica Tourist Board have joined with the FCCA and its Member Lines to make the gift giving a wonderful experience. Each year, the selected children are feted and fed!

We at the Jamaica Tourist Board have been the facilitators of this wonderful event, and each year we look forward to working with the FCCA to make this a great experience for the children.

It is certainly clear that the gifts are selected with great thought and care each year, and the squeals of delight from the children tell of their happiness.

The FCCA Gift Project has definitely been a wonderful expression of reaching out and working with the ports and communities that its Member Lines visit through the year. The experience of attending a Christmas party on a cruise ship is as exciting as it gets; for these children it’s pure joy.

Margaret encapsulated the overall purpose of not just the Holiday Gift Project, but also the FCCA Foundation— to improve the lives of those less fortunate throughout the Caribbean and Latin America, primarily for children’s causes.

Every smile is a reminder of this mandate and an invaluable return on the time, efforts and funds provided for causes and projects like these over the Foundation’s 24-year existence.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 45

On Land

Assisting Caribbean Destinations, and Family, Following Hurricanes Irma and Maria

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uring the tragic times in the wake of Hurricane Irma and Hurricane Maria, there was not much that could be said.

“I wish words could bring back the lost lives, rebuild the catastrophic damage and support people physically and emotionally in this time of need, but there are no words,” said Michele Paige, president of the Florida Caribbean Cruise Association (FCCA).

“However, the FCCA is fully committed to taking every possible action to help our partners during this tragedy, as they are not just our partners, but more like our family.”

Indeed, the Caribbean birthed the modern cruise industry, and the destinations and cruise lines have become family in their 50 years together. So the cruise industry was ready and willing to help bring the family back together.

Even before the storms, FCCA Member Lines were assisting, such as Royal Caribbean Cruises Ltd. (RCCL) providing bottled water, gas and an evacuation option for its employees prior to Irma’s impact.

And they, along with Carnival Corporation and Norwegian Cruise Line Holdings brands, MSC Cruises and Disney Cruise Line, were readying plans and ships to provide relief efforts.

After disaster struck, these plans went immediately into action. The FCCA was fortunately able to communicate and work directly with most affected destination partners to ascertain their needs, coming in the form of both evacuation and supplies.

Through this coordination and assistance of destination partners, FCCA Member Lines used their vessels to evacuate or provide temporary on board housing for 10,000 stranded visitors and displaced residents.

FCCA Member Lines also used these ships to provide life-saving and -sustaining relief supplies, with more than 40 cruise ships delivering provisions and support, and many removed from revenue cruises to focus on immediate relief.

By the numbers, this represented 30,637 gallons of water, 13,050 pounds of animal supplies, 9,355 gallons of milk, 8,000 pounds of ice, 110,500 garbage bags, 30,504 bat48 FOURTH QUARTER 2017 | TRAVEL & CRUISE

teries, 4,200 rolls of toilet paper, 450 power generators and more than 25 pallets of medical supplies—from RCCL alone.

These plans also led to Norwegian Cruise Line delivering 35 pallets of supplies to St. Thomas almost instantly after Irma and Carnival Cruise Line using 11 ships to bring supplies, Disney Cruise Line donating meals and bedding and providing storage for supplies, and MSC Cruises protecting guests in the region during the storms and providing special assistance to those in need, like helping a caregiver in Florida contact her mother in Puerto Rico—all on top the more than $30 million that the cruise industry donated to relief efforts.

Of course, cruise ships could not even reach some impacted destinations, which is why the FCCA continued working with its partners to ascertain needs that could not be fulfilled by the vessels, and working with its Member Lines for assistance.

To that end, MSC Group answered the call to procure complimentary shipping of multiple containers of needed goods, free up several large ferries to deliver tons of needed goods and serve as temporary housing, and purchase and provide shipping of a semi-permanent school structure for the British Virgin Islands.

That was one of the many semi-permanent structures provided by the FCCA and its partners. Following Irma, the FCCA had already worked with the destinations to ascertain their needs, resulting in the FCCA purchasing multi-thousand semi-permanent structures for housing and schooling, along with housing pods sleeping six and cots, blankets, mattresses, canned food and other supplies.

The FCCA also relied on more family members, its Platinum Members, with Tropical Shipping complimentarily providing two containers to send supplies

where cruise vessels could not reach and Eventstar building the structures at cost and also donating housing pods.

“Eventstar has been fortunate to work in the Caribbean for many years, all while building strong relationships along the way,” said Alain Perez, CEO of Eventstar.

“Watching the devastating destruction that Hurricane Irma left behind, there was no doubt that we would extend our resources to help and assist in every way we could.”

After Maria then delivered an unprecedented blow, the FCCA, along with its Member Lines and Platinum Members, doubled down. The FCCA found lines of communications with affected destinations that many could not reach to ascertain their status and needs, while working with other destination partners to find ways to reroute supplies.

The FCCA also immediately expanded its own relief donations by purchasing an additional 1,000 sleeping pods, including cots, mattresses and blankets. In total, the FCCA contributed goods at a value of $780,000 to relief efforts.

However, the FCCA also recognized that relief is just the first step, and that repairing and rebuilding would be necessary for a true return to normalcy for the destinations and economies heavily reliant on cruise tourism.

So it also worked to constantly keep communications open to receive all status updates and disseminate them to its Member Lines, while also working with the Member Lines to find out what they needed from destinations, such as marine assessments, so cruise tourism could return.

That is when the strength and resiliency of the destinations and people were on full display, as the affected destinations worked around the clock to begin repaving the road to normalcy. Many left homes without power, already sweating, to start working long hours so that tourists could enjoy cold air conditioning and cold drinks.

And they did it with the same friendly, welcoming smile that tourists see every day, knowing that their efforts would inject the needed economic boom that tourism represents for their livelihood, with cruise tourism generating a direct economic impact of $3.2 billion, on top of more than 75,000 jobs and $976 million in wage income, in 35 Caribbean and Latin American destinations studied during the 2014-2015 cruise year.

What they might not have known was that they were further displaying the resilience that has become as synonymous with the Caribbean as its iconic crystal-clear turquoise waters.

“Our friends and partners from across Florida and the Caribbean have always displayed remarkable resilience, strength and spirit when facing difficult circumstances,” said Arnold Donald, CEO of Carnival Corporation. “They have come back strong in the past, and we will be standing with them as they…come back strong once again.”

FOURTH QUARTER 2017 | TRAVEL & CRUISE 49

On Land

The Caribbean Was Open for Business at the FCCA Cruise Conference & Trade Show

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he nearly 1,000 attendees and 100 cruise executives gathering at the FCCA Cruise Conference & Trade Show had a clear message—the Caribbean is open! With many of the attendees hailing from the over one million square miles throughout the Caribbean, they had the opportunity to to remind the decision-making cruise executives that about 90 percent of the nearly 100 ports in the Caribbean are open, fully operational and welcoming thousands of cruise passengers every day on hundreds of itineraries. And affected destinations had the chance to showcase their progress and new products.

“It was more important than ever for destination stakeholders and cruise executives to come together at our annual conference and trade show,” said Michele Paige, president of the FCCA. “With many of these destinations relying on cruise tourism as a lifeblood of their economy, it is crucial to not only work together to relay the message that most of the Caribbean is ready to welcome passengers, but also to display all the work impacted destinations have done and are doing to rebound and rebuild better than ever.”

According to Arnold Donald, president and CEO of Carnival Corporation and event participant, “Most of the Caribbean was untouched” by Hurricanes Irma and Maria. For those that were, “We are encouraged that recovery is happening so quickly in affected areas, thanks to widespread support efforts, and the strength and resiliency of people across

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the Caribbean…We expect virtually every destination to be up and running in coming weeks.”

The destinations were certainly up and running at the event, spotlighting their unique products—ranging from mountains and waterfalls to forests and deserts, from ancient Mayan ruins to thriving towns and bustling city centers, along with culture and cuisine influenced by the Dutch, French, Spanish, British and a Creole mix of it all, while sharing year-round great weather, friendly people and spectacular beaches leading into the Caribbean Sea famous for its crystal-clear, turquoise water.

Destination representatives worked with the cruise executives and stakeholders throughout a series of meetings, workshops and networking and promotional opportunities, taking advantage of the forum to not only highlight the abundant, untouched, world-renowned tourism products, but also to showcase the recovery efforts of the few affected destinations.

St. Maarten was celebrating its diligence in recovering from the impact of Hurricanes Irma and Maria, which led to a speedy recovery serving as a testament to its strength and resilience. The destination’s perseverance reopened it for tourism in early October, with Princess Juliana International Airport accepting commercial flights; replenished beaches and most shops, restaurants and bars open in Philipsburg; and tour operators ready to deliver unforgettable experiences.

One of those experiences was on display at the event—the destination’s new Rockland Estate eco-park. Just opened in November, it features the world’s steepest zip line, launching riders down Sentry Hill at 56 mph and dropping 1,050 feet over a distance of 2,630 feet; a four-passenger chairlift transporting riders to an upper deck encircling and providing 360-degree views from the mountaintop, one of St. Maarten’s highest points at 1,115 feet; and a restaurant and museum housed in a restored plantation house built in the 1700s and depicting what life was like on a plantation—the customs, traditions, lifestyle and stories of St. Maarten. The project has the backing and investment of Carnival Corporation, a local government pension fund and a local bank, NIBanc, as well as equity from Rain Forest Adventures.

“We [were] all very excited for the upcoming opening of the attraction,” said David Candib, vice president of development & operations for Carnival Corporation and event participant. “It has been an over seven-year long process to reach this exhilarating phase.”

St. Maarten was also excited for the return of cruise tourism, with Port

St. Maarten’s four of six cruise berths expected to be ready by November 1, and already supporting a humanitarian relief mission by Royal Caribbean’s Majesty of the Seas last month. The destination will welcome Royal Caribbean passengers shortly, with Grandeur of the Seas making the first post-storm cruise call on December 17 and the operator committed to returning to its regular schedule including visits from Oasis of the Seas, Allure of the Seas and Harmony of the Seas and carrying nearly 6,000 visitors every week. In addition, Carnival Cruise Line will return in early January.

St. Thomas and the US Virgin Islands are also touting a return by Royal Caribbean, with Adventure of the Seas calling the island on November 10 and bringing the first cruise passengers since Hurricane Irma. In partnership with the government of the US Virgin Islands, Royal Caribbean also undertook the restoration of Magens Bay, one of St. Thomas’ most popular tourist attractions. With power and water to the island fully restored and most downtown shops, restaurants and bars and tour operators fully operational following Hurricanes Irma and Maria, passengers have been experiencing a diverse and extensive array of dining, shopping and activities.

“As we move forward from September’s historic storms, we are laser-focused on improving and enhancing the overall tourism product, and creating an environment that stimulates economic growth and employment for our residents,” said USVI Governor Kenneth Mapp.

Puerto Rico, which operated turnaround calls of Adventure of the Seas shortly after the storms, displayed its current and ongoing recovery. Already by the time of the event, Luis Muñoz Marín International Airport was fully operational, and Old San Juan, where ships dock, “looks completely fine,” according to Adam Goldstein, president & COO of Royal Caribbean Cruises Ltd. and chairman of the FCCA. He also said that El Morro fortress, which has survived five centuries, seems as strong as ever, and pointed out that with more than 80 hotels open, there is adequate hotel capacity for the passengers who add on a pre- or post-cruise stay.

Also by the time of the event, Royal Caribbean had committed to returning its regular scheduled cruises to San Juan, St. Maarten and St. Thomas by December 1, including visits from Oasis of the Seas, Allure of the Seas and Harmony of the Seas.

Additionally, Carnival Cruise Line had planned its return to those destinations as well, resuming calls to San Juan on

November 30 and St. Thomas and St. Maarten in early January.

The Tortola Pier Park, the British Virgin Islands’ major cruise destination, also displayed its quick recovery, with a partial reopening of the facility slated for November 1, followed by a Christmas celebration on December 22 and 23 and a restoration campaign letting the public know that the park’s efforts will continue.

“We are sending a clear message to our customers, partners and shareholders that yes, Tortola Pier Park and the BVI has been affected by two major hurricanes, but our story does not end there,” said Meslyn Allan, Leasing & Marketing Manager of Tortola Pier Park Ltd. “We are diligently working closely with the Government of the Virgin Islands and the BVI Ports Authority to ensure a speedy restoration to the facility. Our motivated staff and tenants are eager and ready to once again welcome our valued customers and cruise partners to Tortola Pier Park and we will do so with revitalized passion and strength, continuing our story of being one of the premier cruise and shopping facilities in the Caribbean.”

Of course, the best way to help both affected and untouched destinations is to visit and enjoy the unparalleled experiences. “There is no better way to support the Caribbean than to go to the Caribbean,” said Donald, whose company currently has more than 60,000 passengers sailing on almost 20 ships in the region.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 51

On Land

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Top Five Reasons Why Now Is the Time to Plan a Cruise to the Caribbean

ruise Lines International Association (CLIA) is encouraging travelers to plan a cruise to the Caribbean. Despite recent hurricanes, the vast majority of Caribbean cruise ports are open and welcoming cruise travelers daily.

“First and foremost, our hearts go out to those impacted by the hurricanes in the Caribbean; they are a cherished part of our cruise family. CLIA cruise line members have joined in Caribbean relief efforts, providing more than $30 million in financial resources, transporting families and pets as well as a variety of supplies to people in need,” said Cindy D’Aoust, president and CEO, CLIA. “Providing much needed relief is only the first step in helping the Caribbean region. Tourism is essential to local economies and the cruise industry is committed to the region and will continue to offer amazing cruise itineraries and experiences.”

CLIA has pulled together reasons and highlights on why now is the time for travelers to consider planning and booking a Caribbean cruise vacation. Here are the top five:

1. THE CARIBBEAN IS OPEN Caribbean cruise ports ARE open and welcoming guests. In fact, there are almost 100 Caribbean cruise ports currently in operation to these amazing destinations.

Today there are thousands of cruise passengers headed to beautiful destinations in the Caribbean such as the Cayman Islands, the Dominican Republic and St. Lucia.

2. DEALS & PROMOS October is officially Plan a Cruise Month, and the cruise industry offers a variety of incentives to plan a cruise vacation.

During the annual Plan a Cruise Month,

travel agents have access to incredible deals and promotional offers from cruise lines, so a trip to the Caribbean can come at a deep discount.

3. NEW ITINERARIES Caribbean cruises and excursions are home to some of the best itineraries and unique onshore experiences. Cruisers looking to relax can visit some of the world’s best beaches on a Caribbean getaway, while those looking for adventure can zipline through lush landscapes or snorkel with sea life. Cruise lines are offering new, fresh itineraries to ensure a great cruise vacation for travelers.

4. SUPPORT RECOVERY The Caribbean islands rely heavily on tourism dollars to support individuals, small businesses and their overall economies. A great way to assist the region is to book a Caribbean cruise vacation.

5. UNIQUE EXPERIENCES No matter the time of year, the Caribbean always offers a chance to create a unique and once-in-a-lifetime travel experience. The area is home to ancient temples, beautiful beaches, delicious local cuisine, and more. Whether looking to scuba dive along exotic reefs or partake in a rum tasting, there’s something for every type of traveler in the Caribbean and now is the time to book.

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On Land

San Juan, a City of Resilience

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uerto Rico faced an unprecedented challenge with Hurricane Maria’s landfall. Nonetheless, the Puerto Rico Tourism Company continues to collaborate with other government agencies and industry partners to ensure that the vital contribution the tourism industry provides to the economic development of the Island not only holds steady, but also continues to grow. With cruise lines already having resumed transit and turnaround operations in San Juan,

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these major advancements are proof that Puerto Rico’s recovery will be a quick one and the Island continues to be a major hub for the Caribbean.

San Juan, where the Island’s major cruise port is located, has become the epitome of the resiliency of the people of Puerto Rico, playing host to the rebuilding efforts across the Island. Cruisers that arrive to the San Juan Harbor continue to be greeted by the colorful buildings,

beautiful cobblestone streets and the historic fortifications of Old San Juan.

Many businesses in Old San Juan (including shops, artisans, galleries and more), including the popular La Factoría bar featured in the summer hit “Despacito,” are open for business and eager to continue to greet new visitors.

Additionally, tour operators are offering a range of unique experiences on shore.

Whether cruisers want to lend a helping

hand and wish to plant a tree at a local ‘plaza’ or seek a nautical experience like participating in a range of watersports, there are many options available—from fishing to jet skiing. If visitors prefer sightseeing, there are walking and bike tours operating, where they can enjoy the beautiful streets and history of Old San Juan or the open grounds of the historic El Morro or San Cristobal. And there are even tours for foodies who want to try the Island’s delicious cuisine available and a wide range of dining options across the Island and its more than 1,400 restaurants open for business in the Old San Juan, Condado and Santurce areas.

With New Year just around the corner, the Puerto Rico Tourism Company is

committed to continuing to open its door to visitors who want to experience a stronger and better Puerto Rico. There are many reasons why San Juan was recently named one of Lonely Planet’s “Best in travel” Top 10 Cities for 2018—its people, cuisine, music, culture, history and much more. Puerto Rico is a world-class destination that offers a multitude of diverse experiences for all types of travelers.

And, for U.S. citizens, there’s no passport required, making it even easier to travel to the Island.

For additional details on the Puerto Rico Tourism Company’s meaningful travel program this winter season, please visit SeePuertoRico.com.

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Discover the Unexpected at Costa Maya

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osta Maya is proud to welcome hundreds of thousands of visitors every year to one of the best locations in the Caribbean. Located in the Mexican Mayan Riviera, where rich ancient culture and natural beauty are just part of the incredible experience, Costa Maya features a port with first-class infrastructure and exciting excursions that leave travelers from around the world wanting to come back for more.

When you first arrive at Costa Maya, you will be received by a beautiful port inspired by expeditions of the 1930s, with old trucks, supplies crates, 56 FOURTH QUARTER 2017 | TRAVEL & CRUISE

wooden structures, Mayan-inspired buildings offering multiples activities, stores, bars and dining options enough for you and your family to have a great day by the clear blue sea.

There’s something for everyone. If you just want to have a great adult time, just head to our pool, where you will find multiple bars and two great restaurants serving the best of Mexican gastronomy; you can get a tan, join a pool party, have a refreshing drink or enjoy delicious food. If you want to shop, there are plenty options, including beautiful local handicrafts at a great price.

Looking for a more traditional Mexican experience? Discover Callejón del Sapo (“Toad’s Alley”), an area where entertainment, gastronomy and traditions meet. First, you can learn about Chocolate our Brown Gold at Kakaw, our chocolate museum filled with treats and beauty products created with cocoa. For tequila lovers, we have Tequila Corazón de Mexico, a colorful and interactive experience where you will learn how this amazing liquor is made, ending with a taste testing of the best brands of tequila in Mexico. Later you can explore all the traditional food and drinks at the different

On Land bars and restaurants inspired by vintage Mexican markets.

If you have children, there are options for a great family time meeting exotic animals. Dive into the wonderful saltwater aquarium, where you can get close to discover beautiful species of marine life and even swim with the rays. From the sea to the sky, as you head to our aviary, a wonderful circuit above the port with unique sights and several habitats filled with exotic and colorful birds, which you will have a chance to feed seeds as they approach you on their own, an incredible experience you can’t miss.

For those who are looking for a relaxing and renovating experience, look no further, the Mayan Healing Rituals Spa takes you on a soothing and spiritual journey through nature’s elements.

Starting with the element of wind, with the help of Copal, your energy is blessed so you can enter the ritual. The second stage is water, which is set as an infusion with herbs like ruda, rosemary, basil, zacate and lime to clean and protect your energy.

From water to fire, go in a Temazcal (sauna) that represents Mother Earth’s

multiple options for excursions—the closest being a fully-themed waterpark in the port’s backyard. As you first enter, you can’t help but notice the Great Pyramid. At over 66 feet tall, it’s the main hub for most of our activities, but don’t worry about getting up there; there’s an elevator for your comfort. Mayá Lost Mayan Kingdom offers amazing slides with different levels of adrenaline, zip lines with wonderful views of the park and surrounding areas, a Zip Coaster (a mix of a zip line and a roller coaster, with exciting ups, downs and turns ending with a water landing). There are also rope bridge circuits and a lazy river with beautiful scenery that tells the story of the lost explorer who ventured into this ancient place. For the little ones, they can climb to Monkey’s Island, with slides and much more surprises just for them.

The most popular excursion at Costa Maya is visiting a real ancient Mayan settlement called Chacchoben, a government-run archaeological site with pyramids and temples, a wonderful place where trained guides will teach you about the great Mayan civilization and all its mysteries. You could end this tour relaxing on a hammock by the beach or head back to the port.

For the adrenaline junkies, the ATV and dune buggy tours are the way to go, where you can explore the Mayan Jungle and traverse its rough terrain at high speeds, with a high probability of mud on the radar.

Many more wonderful experiences await you at Costa Maya, with new ones in the near future, so there’s always something to do as it keeps improving constantly. Costa Maya offers the best of Mexico with great attention to a quality and friendly service that will make you want to return again and again, so come down and prepare to Discover the Unexpected.

womb and enter in a ref lective state as you meditate on your relationship with yourself and others. Then continue with the next element, Earth, with mud masks representing the masks we use every day and then break them to show your true self.

On the last part, coconut balm is used to protect and nurture your new energy, ending with a ritual inspired by the butterfly’s metamorphosis, where you will be wrapped in a hammock and molded to come out totally renewed.

There is a lot to do at Costa Maya, but if you want go beyond the port, there are FOURTH QUARTER 2017 | TRAVEL & CRUISE 57

On Land

Activities Cruise Travelers Can Do: #CLIAOnBoard’s First Trip Shares Behind the Scenes Peeks

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ruise Lines International Association (CLIA) and Cruise Canada paired up for a #CLIAOnBoard digital campaign from August 4-8, 2017. Cindy D’Aoust, president and CEO of CLIA, and Lane West, CLIA’s Partner Relations manager, traveled to Nova Scotia and New Brunswick to explore activities that travelers can do while on a cruise vacation in the region beyond the more commonly known Fall foliage tours. This trip was the first #CLIAOnBoard to explore a port and destination region.

MORE ON THE #CLIAONBOARD CRUISE CANADA AND NEW ENGLAND EXPERIENCES Working in partnership with Cruise Canada, CLIA took agents throughout Nova Scotia and New Brunswick, highlighting the ports and destinations in the area. Through CLIA’s Global Facebook and Twitter pages’, which are targeted towards travel professionals, the campaign comprised of behindthe-scenes video and images. By speaking directly to the travel agent community, CLIA provided a third-party perspective to influence and engage with agents.

“We wanted to showcase things people may not think of as regular destinations, with the goal to introduce new options for association members, which include cruise lines, travel writers and travel agents,” said D’Aoust. “It’s important to share our experiences so they can create memorable experiences for our passengers.”

AN ENERGY-DRIVEN EXPERIENCE This energy-driven experience began in Nova Scotia, getting the opportunity of viewing Port of Halifax, one of the largest natural harbors in the world. Another highlight, learning a “Did you know” tip?

The Port of Halifax was the first port in Atlantic Canada to implement shore power for cruise ships. Next was visiting the town of New Glasgow, New Brunswick, enjoying the New Glasgow Farmers Market and learning another “Did you know?” tip. New Glasgow is named after the Old Glasgow in Scotland. From there came exploring the Port of Saint John, 60 FOURTH QUARTER 2017 | TRAVEL & CRUISE

“IT’S IMPORTANT TO SHARE OUR EXPERIENCES SO THEY CAN CREATE MEMORABLE EXPERIENCES FOR OUR PASSENGERS.” –CINDY D’AOUST, President & CEO, CLIA

including the music and culture on Saint John’s Long Wharf and enjoying an early dinner at Billy’s Seafood in the Saint John City Market. Another “Did you know?” tip? The Bay of Fundy is the home of the HIGHEST TIDES IN THE PLANET! A FEW FAVORITE PARTS OF THE TRIP Cindy D’Aoust and Lane West mentioned they experienced so many things. Some of their favorite parts of the trip included going on board the Ship Hector, adopting lobsters at the Northumberland Fisheries Museum, shopping at the New Glasgow Farmers Market, visiting the Carmichael Stewart House, seeing New Glasgow’s town hall

and touring to the Museum of Industry in Stellarton. They also had the chance to eat at area restaurants and stay at the Pictou Lodge.

BEHIND-THE-SCENES PEEKS VIA FACEBOOK LIVE VIDEOS, TWITTER AND FACEBOOK The social media campaign aligned with the trip and largely targeting the travel agent community resulted in 4,049,476 total impressions for all posts, including Facebook and Twitter. Facebook live videos were an especially important part of the trip, as it helped CLIA showcase the sites candidly and allowed viewers to get behind-the-scenes peeks at the best this region has to offer.

Sharing the diverse activities available and exploring the beautiful, unique destinations people can enjoy while cruising throughout the Canadian Maritimes are ways travel agents can help take their clients beyond viewing these cruises as just a fall foliage one.

CRUISE

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BEACHES

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AT T R A C T I O N S

IF BIGGER IS BETTER THEN CONSIDER US THE BEST. Why do some of the world’s biggest ships now home port at Port Canaveral? We’re the closest port to Orlando and its 66 million annual visitors, which helps our home-ported ships book more sailings and experience 100+ percent capacities.

We recently invested $200 million in new construction and renovations, and now our cruise terminals are models for the industry.

Finally, we’re part of an amazing vacation destination all by itself. Our passengers are attracted by our friendly beaches, abundant wildlife, affordable accommodations and spectacular rocket launches from nearby Kennedy Space Center.

Explore the business opportunities and secure your future cruise ship berth at Port Canaveral. Learn more by contacting our Business Development Team at 321.783.7831 Ext 251. | www.PortCanaveral.com

Why Do the World’s Largest Cruise Ships Choose One of the Caribbean’s Smallest Islands?

Close to other islands. Far from ordinary Cruise lines prefer St. Kitts because it’s close to other island destinations and provides passengers with easy access to an unforgettable day of authentic experiences. Our two berths (1,100 ft long with minimum depth of 28 ft) are just steps from the historic capital of Basseterre and within easy range of thrilling half-day adventures further afield.

Please contact us for a confidential review of your requirements.

P.O. Box 132 • Pelican Mall • Basseterre, St. Kitts (869) 465-4040

Explore www.StKittsTourism.kn /StKittsTourism

@StKittsTourism

/MyStKitts

On Land

CLIA Europe Speaks Up and Underlines Its UK Economic Contribution

P

rojecting its voice for the cruise industry, Cruise Lines International Association (CLIA) called on the British government for more support and increased recognition of its growing importance to the UK economy, particularly during Brexit negotiations.

Speaking during London International Shipping Week at the CLIA Europe media briefing, David Dingle, Maritime UK chairman and vice chairman of CLIA Europe, urged the government not to allow the outcome of Brexit negotiations to affect the “smooth processing of cruise customers arriving in and departing from our ports.”

In this media briefing, Dingle also noted, “The cruise industry is one that deserves government support and encouragement at both national regional level.”

“We don’t have big demands, but we do need government to recognize both our needs and opportunities as Brexit approaches,” he continued.

Dingle mentioned that the long immigration queues at British airports for international cruise passengers were already an “anathema” to the sector.

And he explained, “Like all other forms of inbound and outbound tourism, air links are essential, so we ask for no interference in air operating rules as Brexit takes effect.”

“A 3,000 bed cruise ship bringing tourists to a British port relies on being able to disembark its passengers in little more than an hour – failure to do so limits the experience ashore and British ports become unattractive.”

Dingle also touted the €3.2 billion in direct economic benefits that the cruise industry contributes to the country, and pointed to the total industry benefits for

“BRITAIN IS A TRUE WORLD CENTER OF CRUISE BUSINESS…” –DAVID DINGLE, Chairman, Maritime UK, & Vice Chairman, CLIA Europe

the UK economy—to the tune of €7.7 billion, as a result of cruise ships being based and maintained in the UK, as well indirect expenditures. For every €1 spent on a cruise, €3.50 is contributed to the British economy, and in total 74,000 British jobs depend on the cruise sector.

“Britain is a true world center of cruise business, and more and more cruise companies are looking our way, most recently demonstrated by MSC Cruises’ new commercial and operational facilities in Middlesex,” said Dingle.

“As a result of increasing cruise tourism, ship management and strategic and commercial management in this country, British jobs in the cruise industry are continuing to grow, both ashore and on board.”

Dingle informed he had also made a plea to the UK government to double its annual funding of ship cadets through the Support for Maritime Training (SMarT) scheme to €31 million.

“Supported by our Tonnage Tax and the government’s cadet funding scheme, many British officers in training are supported by cruise companies,” he explained.

“Britain is crucial in the supply of talent to our fast-expanding industry, which offers so many career opportunities to the young people of this country.”

FOURTH QUARTER 2017 | TRAVEL & CRUISE 63

Route to Success: The Hapag-Lloyd Cruises’ Journey

H

amburg-based Hapag-Lloyd Cruises, a subsidiary of the TUI Group, is renowned as one of Germany’s foremost providers of both luxury and expedition cruises, currently with a fleet of four ships, each with their own personality.

With the luxury EUROPA and EUROPA 2 and expedition ships HANSEATIC and BREMEN, the cruise line has succeeded in building a reputation for operating ships that are outstanding in their class, and offering the very highest standards of hospitality. The highly-rated, 400-passenger EUROPA—with a 5-starsplus rating held for 17 years—is only operated in German and offers a more traditional cruise experience.

Over the last four years, however, Hapag-Lloyd Cruises has been focusing marketing efforts strongly towards attract64 FOURTH QUARTER 2017 | TRAVEL & CRUISE

ing more English-speaking guests. The 500-guest, contemporary EUROPA 2, which launched in May 2013, was built for the international marketplace, with bilingual officers and crew on board.

Last year was particularly significant for the cruise line, marking the 125th Anniversary of the first pleasure cruise at sea. The Augusta Victoria set out in 1891, after Albert Ballin, the director of Hapag, had the inspired idea of a cruise to warmer waters of the Mediterranean. The success story began right here, and 126 years later after the invention of the cruise, HapagLloyd Cruises continues this tradition of innovation in the cruise industry.

Today, the philosophy of positioning the youngest member of the fleet, EUROPA 2 as a modern, lifestyle-orientated interpretation of luxury has proven very popular.

The cruise routes to worldwide destinations have been designed to be shorter and more flexible, with appeal to professional working people and families. Smaller, more exclusive ports can be accessed, where larger ships just cannot travel.

Personalized service, with attention to detail—in which the bilingual crew take such pride—is also a key priority, as is the elegant informality, with no set seating times in the restaurants, and a focus on fitness and wellness. These elements, combined with the contemporary concept, has resulted in achieving the accolade, for the past five years, of a 5-stars-plus rating for EUROPA 2 by the Berlitz Cruising & Cruise Ships Guide.

“We have identified that a significant trend for EUROPA 2 is to attract guests from land-based travel options, rather than

On Land

“A SIGNIFICANT TREND…IS TO ATTRACT GUESTS FROM LAND-BASED TRAVEL OPTIONS…,” –KARL J. POJER, CEO, Hapag-Lloyd Cruises, & Chairman, CLIA Germany

from any cruise competitors,” said Karl J. Pojer, CEO of Hapag-Lloyd Cruises since 2013 and chairman of the Leadership Council of CLIA Germany. Pojer was also named as Seatrade European Cruise Personality of the Year at Seatrade Europe 2017, an industry accolade recognizes his drive, entrepreneurial skills, business acumen and strategic effort to strengthen Hapag-Lloyd Cruises’ existing reputation for excellence.

“We know that 50 percent of our clients on the ship are new to our company

and almost half of these have never taken a cruise before,” he continued. “What appeals to them is the space ratio on board, the high standards of comfort and service, the range of itineraries and choice of facilities, including an impressive art collection, a choice of seven restaurants and six bars.”

“Also we do believe in constantly investing in updating our vessels—the upkeep of the hardware is essential— which is also a factor in maintaining a high guest rating. “For example, during its recent, second dry-dock, EUROPA 2 has undergone extensive restructuring and redesign of nine areas on board.”

This successful modernization program for EUROPA 2 has included improvements to the public areas on Decks 4 and 5; a new lounge corner with electric fireplace; and the spacious Ocean Spa has a choice of updated themed saunas, including a low-temperature herbal sauna, heated to 65°C, where the Black Forestinspired décor creates a relaxing atmosphere. The popular gin bar, now with 45 varieties, has been renamed as Collins and given a completely new look, and the Jazz Club was also renamed, as Club 2.

Focus has also been placed on the restructuring of Deck 9. The Belvedere Lounge has been given a completely different style, with new colors and furnishings and part transformed into a coffee bar and a new studio created for talks, classes and cinema viewings.

All these improvements reflect the cruise line’s commitment to constantly enhancing the cruise experience for Hapag-Lloyd Cruises’ guests.

In addition to its two luxury ships, the company has been well-positioned with its expedition vessels: the 5-star, 175-passenger HANSEATIC, which operates selected English-speaking cruises, and the 4-star, 155-passenger BREMEN, which traditionally has only hosted German guests.

However, during the 2018-19 season, a choice of five bilingual cruises to the Arctic and Antarctica have been selected aboard these two, extremely maneuverable ships— with BREMEN returning to the Northeast passage in the summer of 2018. In 2014 she was the first non-Russian ship to negotiate the legendary Northeast Passage between the Russian Far East and Europe.

Currently in the cruise industry, the expedition sector is experiencing excep-

“…THE GROWTH POTENTIAL IN [THE EXPEDITION] SEGMENT IS MORE THAN THREE TIMES HIGHER THAN SUPPLY.” –KARL J. POJER, CEO, Hapag-Lloyd Cruises, & Chairman, CLIA Germany

tional growth. Recognizing this, in 2016 the TUI Group announced the investment in two, identical, 230-guest new builds— both vessels to be positioned in the 5-star expedition segment. Following 20 months of construction, these will launch in April and October 2019.

“Already we operate successfully with our expedition vessels; however, the growth potential in this segment is more than three times higher than supply,” explained Pojer. “By virtue of the comfort and luxuriousness of our state-of-the-art new ships, we will appeal to even more customers in the luxury segment in future.

At the same time, authentic, natural spectacles that convey the feeling of a personal expedition have always been the basis for our decision-making.”

Reinforcing the success story of today’s HANSEATIC and retaining the well-known brand name, the first will be named HANSEATIC nature, operated for the German market only, and the second, HANSEATIC inspiration, will serve the international marketplace.

These spectacular voyages of discovery will satisfy travelers with a pioneering, adventurous spirit and a love of nature and the environment.

“With PC6, the highest Polar Class designation for passenger ships, HANSEATIC nature and HANSEATIC inspiration will be able to cruise not only in the polar regions but also in the warm water destinations, such as the Amazon,” continued Pojer. “Our commitment to respecting the environment and sustainability will remain unchanged.”

FOURTH QUARTER 2017 | TRAVEL & CRUISE 65

Aon Risk Solutions

JOURNEY

to

GREATNESS Learn how the best get better. Aon focuses on delivering value and impact to all our clients. As a result, Aon is the Florida-Caribbean Cruise Association’s endorsed broker for the Global Tour Operator Liability Insurance Program.

With more than 500 Aon and Aon Affiliate offices located throughout the world, we stand ready to serve the insurance needs of the cruise industry.

Contact our expert to learn more: Hellen Mena - Aon Risk Solutions +1.305.961.6231 hellen.mena@aon.com

Risk. Reinsurance. Human Resources.

On Land

Asia Cruise Trends: A Quickly Growing Market

A

s the cruise industry continues to grow rapidly, new global and regional trends are emerging. Cruise Lines International Association (CLIA) commissioned the 2017 Asia Cruise Trend study to develop a deeper understanding of this quickly developing market for cruising.

In addition to an increased number of ships in the water in Asia, key research findings include an increase in passengers in Asia and a strong preference among those travelers for exploring Asian destinations.

MORE ASIANS ARE TAKING CRUISES THAN EVER BEFORE A total of 3.1 million Asians took cruise vacations in 2016. This is 55 percent more than in 2015. Of these, 68 percent, or 2.1 million, were from mainland China, a market which almost doubled, as it grew by 99 percent last year and at a four-year CAGR of 76 percent, confirming China as the world’s fastest growing major source of passengers.

MANY ASIAN TRAVELERS PREFER EXPLORING ASIAN DESTINATIONS Asian travelers predominantly take cruises within the region. Asian cruise-only passengers grew at the fastest rate mostly due to the increase in the Chinese market. In fact, out of the 2,086 sailings scheduled for Asian waters in 2017, there are 1,992 cruises (or 95.4 percent) remaining within Asia, with exclusive Asia-to-Asia itineraries, while an additional 94 voyages are scheduled to pass through the Asia region in 2017. Total sailings in and through Asia have seen strong growth over the past four years, increasing 142 percent, from 861 cruises and voyages in 2013 to 2,086 in 2017.

These trends are largely caused by an increase in disposable income in Asian households and can be used to help identify potential future business ventures for cruising. In addition, these findings will help cruise lines that operate in, or are considering entering, the Asian cruise market to make better informed decisions about the business, and help them to understand what types of cruises are likely to be successful.

CRUISE CAPACITY AND THE SHIP PRODUCT MIX IN 2017 As far as 2017, the momentum of cruise tourism has continued, with 35 brands active in Asia, 66 ships deployed, and more than 2,086 cruises and voyages scheduled. There has also been an increased variation when it comes to the actual ship product mix. The 66 ships sailing in Asian waters offer a variety of different products. Mid-sized ships (26 ships) account for most of the fleet, along with 13 large ships and 17 small ships. In addition, five mega ships are hosting cruise passengers, along with five expedition ships. Overall, in 2017, the top five brands account for 64 percent of the total sailings, 79 percent of the passenger capacity and 54 percent of the operating days.

Asia to Asia cruises and short sailings are dominating itineraries. With almost 7,200 port calls scheduled, these cruise itineraries are touching 294 destinations.

Japan, China and South Korea are the

countries welcoming the most port calls in 2017, and also hosting the most passenger destination days. Over 4.3 million passengers were arriving in Japanese destinations, approximately 2.6 million passengers were arriving in in China and 1.8 million were scheduled in South Korea.

Cruises ranging from four to six nights account for the highest share of cruises (52 percent), and two- to three- night cruises account for 31 percent of all cruises.

POWERFUL TOURISM IMPACT IN 2017 The number of ships deployed in Asia has grown 53 percent since 2013. Now at 4.24 million passengers in 2017, the passenger capacity has almost tripled since 2013.

With the combination of more and larger ships, added cruises and multiple port call visits, the cruise industry is bringing 13.5 million passenger destination days to localities across Asia. The expansion of cruise capacity, including brand new, large cruise ships purpose-built for Asian consumers, as well as bringing passengers to destinations across the region are having a powerful tourism impact in 2017.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 67

On Land

Cruise Season Down Under

O

ctober marked the official start of Australia’s 2017/2018 Summer Cruise season, and travelers and stakeholders are again hopping for another busy season at sea.

Australia is the fifth-largest market for cruise passengers in the world, with Australian cruise passenger numbers growing by almost 20 percent annually over the past decade. Close to 60 cruise ships will sail in Australian waters, carrying out more than 1,200 port calls around the country.

“AUSTR ALIA HAS THE HIGHEST POPULATION PENETR ATION OF CRUISES IN THE WORLD.” –JOEL KATZ, Managing Director, CLIA Australasia & Asia

THE CONTINUING GROWTH OF POPULARITY IN CRUISES FOR AUSTRALIAN TRAVELERS Joel Katz, managing director of CLIA Australasia & Asia, said the strong upcoming season reflects the continuing growth of popularity in cruises for Australian travelers. “Australia has the highest population penetration of cruises in the world,” he told.

“Last year, a record number of close to 1.3 million Australians took a cruise.”

With a population of 24.1 million, that means that more than five percent of Australians cruised last year alone. Australia looks to build on this record while welcoming several ships making their maiden voyages to Australian shores this season, including Norwegian Cruise Line’s Norwegian Jewel and Oceania Cruises’ Regatta.

Additionally, seven CLIA cruise lines will be making their first-ever calls to a range of ports, from Thursday Island in Queensland to Wineglass Bay in Tasmania. Across these fleets, individual ships will be making close to 50 maiden calls to coastal towns and cities.

CRUISING IS BIG BUSINESS IN AUSTRALIA Cruising has shown itself to be big business in Australia. During 2016/2017, cruising

contributed more than $5 billion to the Australian economy, while also supporting around 21,000 jobs in the process.

“Australians have shown that they’re keen to experience the best that cruising has to offer, and there really is a ship for everyone, with more and more lines sending their ships south for the summer,” continued Katz.

HIGHLIGHTS OF THE PEAK SUMMER PERIOD From cruise ships returning to Australia to inaugural visits and first-ever voyages, Australia’s 2017/2018 summer season provides diverse sailing choices. These include: •

•

•

•

•

•

68 FOURTH QUARTER 2017 | TRAVEL & CRUISE

Oceania Cruises’ Regatta arrives in Burnie on 15 December, 2017 on its inaugural Australian visit.

Celebrity Cruises reinstates its weekend sampler cruise for Australian travelers on board Celebrity Solstice, after a three-year hiatus.

Azamara Club Cruises’ Azamara Journey returns via the west coast for the first time in January 2018, with her local season culminating in the epic 102-night World Journey, calling 60 ports in 29 countries and departing Sydney in March.

Crystal Cruises has announced its first-ever voyage to Papua, New Guinea, with two ships embarking at Sydney on February 17, 2018.

Princess Cruises will be launching phase two of its popular trans-Tasman cruises, with uniquely New Zealand experiences via interactive and engaging on board and shore activities.

Seabourn has announced a new 152day Great Oceans Exploration from Miami to Vancouver via South America, Africa, the Asian Sub-Continent, South East Asia, Australia and North Asia.

FORT LAUDERDALE

APRIL 17 – 23, 2018

REGISTRATION NOW OPEN THE “Official ” CONFERENCE OF THE CRUISE INDUSTRY CRUISE360.ORG

Members & Travel Agents BRITISH VIRGIN ISLANDS RESTORING LUXURY TOURISM PRODUCT The British Virgin Islands are working diligently to restore the luxury tourism product that cruisers have long cherished, including The Baths and Cane Garden Bay, as well as the award winning Tortola Pier Park. We look forward to welcoming our repeat and new visitors to the BVI.

CARNIVAL FANTASY CELEBRATES ONE YEAR IN MOBILE On November, Carnival Fantasy celebrated one year of sailing from the Mobile Alabama Cruise Terminal as its homeport. As of October 30, over 192,300 people have sailed from Mobile to various ports in Mexico.

Mobile has quickly achieved a number one rating in hospitality and friendliness among the Carnival fleet.

JAMAICA TO WELCOME RECORD PASSENGERS Jamaica Tourist Board’s initiative, Cruise Jamaica, aims to showcase the island as a leading cruise destination and is shaping up to host the highest number of cruise passengers on record. Jamaica will be seeing an additional 68 calls, representing almost 190,000 more cruise passengers through the end of the year.

CONDÉ NAST TRAVELER AWARDS SAINT LUCIA Saint Lucia continues to deliver some of the world’s most astounding experiences.

The Island has been awarded a Condé Nast Traveler Readers’ Choice Award as one of the top islands in the World for 2017.Over 300,000 readers submitted millions of ratings and tens of thousands of comments about their experiences.

GREAT THINGS HAPPENING IN THE BAHAMAS SLS Baha Mar accepting reservations for travel beginning November 14. Riu Palace reopening as adults only. Warwick increasing travel agent commissions up to 20 percent. Bahamasair launching direct service between Houston and Nassau. Seaplane offering $99 roundtrip Miami with two nights at Resorts World Bimini.

GRENADA ONE OF THE “10 HOT DESTINATIONS TO TRAVEL TO IN 2018” If you are looking for a new and authentic experience, then Pure Grenada is the place to be. And the Wall Street Journal agrees, recently highlighting Grenada as one of the “10 hot destinations to travel to in 2018” in the world. Caribbean Journal also recognized Grenada as the “Caribbean Capital of Chocolate,” with four chocolate companies on island.

PERU PROCLAIMED ‘SOUTH AMERICA’S LEADING GREEN DESTINATION’ Peru, one of the top mega diverse countries, was recently proclaimed the winner for “South America’s Leading Green Destination Award 2017,” one of the decorations given during the Latin America Ceremony of the 24th Annual World Travel Awards celebrated on September 9th. To learn more about Peru’s ecotourism, visit http://www.peru.travel

STATE OF GUERRERO TARGETS CRUISE EXECUTIVES AND MORE CRUISE ARRIVALS AT FCCA CRUISE CONFERENCE & TRADE SHOW The governor of the State of Guerrero, Hector Astudillo Flores, represented the port destinations of Guerrero at the annual FCCA Cruise Conference & Trade Show. During the event, Gov. Astudillo presented Guerrero’s rich tourism offering, highlighting the various actions taken by the government to increase cruise arrivals to Acapulco.

FOURTH QUARTER 2017 | TRAVEL & CRUISE 71

Members & Travel Agents St. Thomas & St. Maarten. Some were lost, but most saved, with business already returning to normal in St. Thomas and St. Maarten soon to follow.

FISHERMAN’S MEMORIAL IN THE PORT OF ENSENADA Ensenada´s Port Authority will build a monument in the boardwalk, which recognizes and honors the fisherman’s work as part of the culture and economic activities of this city. The memorial will offer new attractions for visitors, and will be near the cruise terminal.

ARE YOU READY TO DISCOVER THE SECOND LARGEST CORAL REEF IN THE WORLD? Costa Maya port offers its visitors a wide variety of tours, the most impressive includes snorkeling in the second largest Coral Reef in the World. It’s the perfect opportunity to enjoy the biodiversity in the Caribbean and swimming among exotic species of fish, turtles and of course, coral. This is a must for every tourist traveling to Costa Maya, so come down and discover the unexpected.

MARGARITAVILLE CARIBBEAN, JAMAICA WINS WTA FOR “THE CARIBBEAN’S LEADING ENTERTAINMENT VENUE OF 2017” Margaritaville Caribbean, Jamaica was recently awarded as “The Caribbean’s Leading Entertainment Venue of 2017” by the World Travel Awards (WTA).

Margaritaville Caribbean owns and operates a diverse portfolio of restaurants, nightclubs and tours in Jamaica, Grand Cayman, St. Thomas and Turks and Caicos.

CRUISE SHIP EXCURSIONS OPEN FOR BUSINESS AFTER HURRICANES Cruise Ship Excursions endured both Hurricanes Irma and Maria, with varying damage to the fleet of boats, both in 72 FOURTH QUARTER 2017 | TRAVEL & CRUISE

CARAMBOLA BEACH CLUB LAYING OUT NEW FEATURES Carambola Beach Club is passionately dedicated to making this season its best to date, with an expanded stretch of golden beach; new, contemporary and comfortable beach chairs; and the upcoming debut of a beach grill and bar serving food and drinks at the water’s edge.

TWO FCCA PLATINUM MEMBERS COMPLETE AQUILA ACE TOUR OPERATOR PROGRAM At the FCCA Cruise Conference & Trade Show, two Platinum Members were certified through the FCCA-endorsed Aquila ACE Tour Operator program: Alessandro Mencos of Blue Planet Tours from Guatemala and Marco Mora of Travelia from Costa Rica. This high distinction should bring even more business—and passenger satisfaction—in their direction!

LA WATERFRONT ADDS BIKE SHARING SYSTEM LA Waterfront visitors can now access numerous popular local destinations by bicycle thanks to a bike sharing system provided by Metro and the Port of Los Angeles. Bike Share users can enjoy up-close waterfront access and easily explore the area’s museums, military ships, craft marketplace, expansive marinas, beach, and aquarium.

HOSPITAL AMERIMED OPENS NEW MAGNETIC RESONANCE SERVICE On October 14th, Cozumel´s Hospital Amerimed opened its new Magnetic Resonance service. With state-of-the art technology, the Open Upright equipment is operated by expert technicians and physicians that hold the highest credentials in Mexico and the USA, offering 24/7 high quality imaging services of the brain, extremities, spine, among other body parts.

POWERFUL GIVEAWAY BY THE DOMINICAN REPUBLIC AND RODMAN GURU AT THE FCCA CRUISE CONFERENCE & TRADE SHOW The Dominican Republic and Rodman Guru powered their way to success with a giveaway at the FCCA Cruise Conference & Trade Show. A 20,000 mAh power-bank distributed to executives and members will help charge any device for days and encourage them to visit and shop www.Rodman.Guru.

PPI GROUP LAUNCHES NEW DIGITAL DIVISION PPI Group has introduced a new digital arm that aligns the company’s extensive expertise in the cruise and luxury brand markets with a technologically savvy and targeted world to proactively engage buyers as they research their next trip or luxury purchase, while aligning creative at each step for a seamless online experience. ppigroup. com/ppidigital REGISTRATION OPEN FOR SEATRADE CRUISE GLOBAL 2018 Registration is open for Seatrade Cruise Global 2018, taking place March 5-8, 2018 in Fort Lauderdale. It’s the only event guaranteed to bring together every facet of the business. The event features 700+ exhibitors and over 11,000 pre-registered attendees & 4-day conference program. For more information visit: www.seatradecruiseglobal.com

For fly-in convenience, culture, non-stop entertainment, or simply relaxing in the warm Southern California sunshine, nothing beats a cruise vacation out of the Port of Los Angeles. Our world-renowned home-ported cruise lines offer exceptional accommodations and itineraries to suit any passenger preference. And when your clients are back on land, there’s no limit to the fun they can have in greater LA – one of the world’s most popular vacation destinations. So book them on a one-of-a-kind experience that they’ll truly love.

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Port of Curaçao

Win a Cruise for 2 persons

Introducing the second mega Cruise Berth

Port Services

CURAÇAO PORTS A U T H O R I T Y

In the fourth quarter of 2017, the cruise facility expansion of the Curacao Ports Authority (CPA) will be completed.

The project introduces the second mega cruise berth in the heart of Willemstad, capable of handling the largest cruise vessels.

Werf de Wilde - P.O. Box: 689 Curaçao, Dutch Caribbean

Tel: (+599-9) 434-5999 Telefax: (+599-9) 461-3907

CPA develops and manages all ports in Curaçao ensuring quality nautical services, safety and security in the ports in an environmentally responsible manner. With modern infrastructure and the experienced port cluster, the ports of Curaçao offer maritime and logistical service excellence.

Ports services include: Nautical assistance Cargo & supplies Salvage Bunkering and provisions Surveys Under water services Ship repair and maintenance Transport Fresh water delivery Waste management

Email: info@curports.com Website: www.curports.com

curports

Building towards the Future

THE POWER OF A PREMIER CRUISE PORT There are so many reasons to choose Port Everglades. Our modern, efficiently operated terminals make transit a breeze. We’re just two miles from FLL international airport, and minutes from world-famous beaches. Plus, we’re fully scalable. We can accommodate any size ship or passenger volume, moving passengers from curb to ship in just 15 minutes. Year-round berthing available. Discover how Port Everglades propels your business forward in powerful new ways. Visit porteverglades.net or call 800-421-0188.

port.everglades |

@porteverglades |

PortEvergladesFL