CA-C4-FALL2021

NAVIGATING A CAREFUL RETURN TO THE WATER

GAY CRUISE GUIDE THERE’S AN OCEAN OF POSSIBILITIES FOR LGBTQ+ TRAVELERS

U.S. PORT CITIES START THEIR VACATIONS EARLY (AND MAKE MONEY DOING IT)

HOW TO HIRE FIND THE RIGHT-FIT PEOPLE FOR YOUR AGENCY

with AMRTM Collection

AMResorts® introduces AMR™ Collection, an array of unique resort brands designed for every lifestyle and stage of life, under one trusted name. Inspired by feedback throughout our successful 20-year track record, we’ve remastered our approach with you in mind.

At AMR™ Collection, we believe life is a series of moments and every moment is worth celebrating. Big...small...intimate...bold. That’s why we’ve developed brands for every type of traveler and all the moments that matter to them. Whether your clients are looking for romance, family time, social interactions,cultivated moments or just plain fun, we have the perfect places for them.

Make every moment count at AMR™ Collection.

ALG Vacations® helps you find Experiences of a Lifetime

in the Dominican Republic

Top 5 Experiences That Pull You In

1. Watch humpback whales by the thousands in Samana Bay from January through March

2. Soak up the sun on world-class beaches from coast to coast

3. Take a swing at the Caribbean’s best golf * courses in Puerto Plata

4. Picture-perfect special occasions in Punta Cana

5. Go surfing, windsurfing and kitesurfing in Cabarete, the adventure-sports capital of the country

Find fun under the sun 365 in Dominican Republic

No matter whether they’re heading to Punta Cana or Samana, Puerto Plata or La Romana, it’s blue skies ahead when your clients choose Dominican Republic for their next getaway. The Dominican Republic is rich with culture and natural wonders that cultivate experiences of a lifetime, and so much to explore year-round.

*Punta Espada and Teeth of the Dog courses, according to Golf Digest and Golf Monthly respectively.

Start Planning with ALG Vacations® for an Unforgettable Dominican Republic Vacation

Weddings. Eco-adventures. All-inclusive stays. Let us handle it with industry-leading service and value you won’t find anywhere else. With five brands to choose from, ALG Vacations® creates unique vacation experiences for any kind of traveler. Plus, offer your clients more added value with Exclusive Perks like spa credits and VIP access experiences at top rated hotels.

Want to ensure peace-of-mind for your clients? Include and Travel Protection Plus in their vacation package to get them covered from start to finish. The Dominican Republic also continues to lead in responsible tourism, with a 100% of their tourism workers vaccinated against COVID-19.

Not only does ALG Vacations® take care of your clients, but we take care of you, too! Earn WAVES™ rewards points redeemable for travel or cash on a virtual Visa, or join our Elite program for agents to earn rewards with any ALG Vacations® brand they book, now with five new Elite tiers to get you to top account status faster.

>> Departments

10. PRESIDENT’S NOTE

Jack be nimble, Jack be quick.

12. EDITOR’S NOTE

Just when I thought I was out, they pulled me back in.

14. TRUE NORTH

This quarter’s most important news for advisors.

18. BY THE WAY (A PSA)

Help your clients feel ready to get back out there.

20. CONVERSATIONS

How have cruise lines made your clients feel comfortable cruising again?

22. HOW I CARRY ON

Universal Orlando Resort’s Sonya Ballentine on authenticity, success and finding joy.

24. TAKING OFF

The Association of Flight Attendants set a first-class example.

28. DIGITAL DNA

The right app at the right time.

30. TECH TO KNOW

Protect yourself with a VPN connection.

78. BREAKOUT SESSION

What’s next for travel in 2022?

80. DESTINATION NEXT

Make the most out of these U.S. port cities.

84. YESTERDAY’S NEWS

Florida vs. the feds on COVID-19 restrictions.

86. ASK MAXWELL

Our beloved flippered friend answers your VAX questions.

89. CROSSWORD

Think you know the cruise-able rivers and oceans around the world?

90. ONE FOR THE ROAD

Wisdom to take with you till next time.

32. A MOVING TARGET

Cruising is carefully returning amid ever-changing conditions.

38. GOING GREEN ON THE WATER

Hurtigruten dives into its eco-friendly efforts across the fleet.

42. GET A TASTE OF CRUISE CUISINE

Cruise lines are focusing on their culinary efforts like never before.

50. HOW TO HIRE

Find the right-fit people for your agency.

54. SEAWORLD FLOATS INTO A NEW FUTURE POST-PANDEMIC

SeaWorld shares an outline for its recovery and path forward.

60. 5 BREATHTAKING BUCKET LIST CRUISES

Ideas for your cruise clients who are looking for what’s next.

68. 2022 CRYSTAL BALL

Turn to the data to see what’s ahead for us.

74. GAY CRUISE GUIDE

There’s an ocean of possibilities for LGBTQ+ travelers.

President and Publisher

John Ische

Editorial

Editor in Chief – Sarah Kneisler

Managing Editor – Andrea Sedlacek

Staff Editors – Taylor Coulson

Contributing Editors – Jenna Buege, Laurel Delp, Ruth Terry, Sarah Treleaven

Advertising

Vice President – Joe Shomperlen

External Account Managers – Pam Lowe, Sue Ulickey

Vice President, Co-Op Advertising – Melissa Backus

Senior Manager, Co-Op Advertising – Lauren Cox, Dianna DelTorto, Cindy Kubinek

Managers, Co-Op Advertising –

Sherry Hall, Lindsey Plencner

Coordinator, Co-Op Advertising – Stacy McSwain

Marketing Operations

Director, Operations and Marketing – Sarah Kneisler

Advertising Product Specialist – Kati Kohler

Manager, Digital Marketing – Ashley Perego

Advertising Producer – Kyle Krause

Business Development Manager – Beth Kitzman

CHIEF EXECUTIVE OFFICER

Steve Zepezauer

CHIEF REVENUE OFFICER

Scott Sanchez

DIRECTOR OF OPERATIONS

Tiffany Thompson

PUBLISHED BY

GROUP EDITOR

Katherine Duncan

CREATIVE & MARKETING DIRECTOR

Paul Graff

PRODUCTION MANAGER

Tina Leydecker

To the trailblazers and the tastemakers. To the first-time seekers and explorers of the extraordinary. This one was made for you. Welcome aboard Norwegian Prima, the first in a new class of ships designed to elevate every expectation. Explore the greater wide open with the most outdoor deck space of any new cruise ship. Unwind in our most spacious accommodations and enjoy first-in-class service so you won’t wait a second for that second round. Be the first to discover a new experience at sea, setting sail summer 2022.

Indulge Outdoor Lounge

Oceanwalk

The Concourse

The Haven

The old nursery rhyme,

“Jack be nimble, Jack be quick, Jack jump over the candlestick,” is one of my favorites. There hasn’t been anyone in the travel business the past year that hasn’t had to be very nimble, but probably no one more than those in the cruise industry.

I recently spoke to several cruise executives who shared the challenges they faced dealing with the initial outbreak of the pandemic, mainly caring for their customers and employees while dealing with the media and travel trade. After the initial flurry, cruise executives moved to protect their businesses and developed new protocols so they could get back sailing as soon as possible. I have a high level of admiration of our cruise industry colleagues in how they have dealt with these trying times.

I believe many of you have required the same nimble approach in managing your businesses and travel plans for your customers. With changing travel restrictions, safety protocols, supplier policies, refunds and credit redemptions and resurgence of business, I know you all have been challenged. If we all can apply the learnings of the past 18 months to make the permanent changes in our businesses, we will have put the foundation in place for sustainable growth.

I looked up the history behind the “Jack Be Nimble” nursery rhyme and found that it is rooted in English folklore. Jumping over the candlestick was an

John Ische PRESIDENT, TRISEPT SOLUTIONS

John’s industry tenure spans more than three decades.

old custom at wedding feasts with the belief that good luck was to be ahead should you jump over the flame and not extinguish it. With the nimbleness we all have shown in the past year, we should be well practiced to keep the candle lit for many years! Wishing you all the best.

“If we all can apply the learnings of the past 18 months to make the permanent changes in our businesses, we will have put the foundation in place for sustainable growth.”

MORE FLORIDA THRILLS IN 2022

Introducing a collection of thrilling new attractions filled with high speeds and steep drops. Including Ice Breaker at SeaWorld Orlando - the park’s first quadruple launch coaster, Iron Gwazi at Busch Gardens Tampa Bay – Florida’s Thrill Park Leader, and Riptide Race at Aquatica Orlando. See them all with a 3-park ticket or choose a vacation package offer. For more information, visit VaxVacationAccess.com/ Suppliers/Seaworld-Parks-Entertainment

Aquatica® Orlando

Opening February 2022

SeaWorld® Orlando

Opening March 2022 Busch Gardens® Tampa Bay

It’s been rough out there.

No one has had more back-and-forth and “should we or shouldn’t we?” decisions to make than cruise lines and cruisers. It reminds me of that famous “Godfather” line: “Just when I thought I was out, they pulled me back in!” But “out” meaning back out on the water and “they” being the pandemic and safety concerns. It was hard to know when it was the right time to sail again.

Because the cruise industry has had so much going on in the last year and a half, we wanted to hear directly from the cruise lines for this issue. We wanted to understand how they weathered the pause of cruising (What did they do with all the ships? The food? Their staff?). We wanted to know how they kept cruisers and travel advisors connected to them and informed. We wanted to know what they were planning for their big return. We wanted to know about their new or continuing contributions to sustainability and inclusivity. So, we asked them, and their answers are throughout the pages of this issue.

We also wanted to highlight the good and seemingly impossible work done by the Association of Flight Attendants to keep customers and crew safe throughout the pandemic. It’s really incredible and the leadership of that union is unbreakable.

Speaking of unbreakable, we have to talk about agency owners’ dedication to their businesses through all of this. As the industry builds back, agency owners need to build back their workforce. To help you manage that, we talked

Andrea Sedlacek MANAGING EDITOR

Andrea believes the best way to gain perspective is to travel.

with Nexion Travel Group’s Martin Mussey about best practices for interviewing, hiring and even writing job descriptions. You’ll walk away from that interview with some excellent, actionable measures you can take to find the right people for your business.

Cruise lines are heading back out to sea (or river), agencies are building back their teams and travelers are continuing to emerge, though still cautiously. We’re feeling hopeful, and we hope you are, too.

“We wanted to hear directly from the cruise lines for this issue.”

CONTRIBUTORS

World explorer Jenna Buege loves writing about all things travel. With a degree in journalism, advertising and media studies, she takes pride in her commitment to bringing her readers relatable, fun and accurate content.

BETH

Beth Kitzman is the business development manager for VAX VacationAccess. With over 20 years of experience in the travel industry, beginning with Walt Disney World then working for airlines and now focusing on travel technology, Beth loves using her education degree to find ways to educate and empower travel advisors to grow their leisure travel business.

TAYLOR COULSON

Taylor Coulson traded in cava and paella in Barcelona, Spain, to finish her degree in cross-cultural communication and journalism. She has experience writing and editing content for travel professionals, wine enthusiasts and 20-somethings interested in studying or interning abroad.

Ruth Terry is an American freelancer in Istanbul who writes about food, travel, wellness and life as a Black expat. Her work has appeared in BBC Travel, Fodor’s Travel, National Geographic, The Washington Post, Time, Yes! and more. Follow her on Twitter @ruth_terry.

Laurel Delp is a writer and editor who’s been published in numerous magazines, including Town & Country, Departures and Western Art & Architecture. Most recently, she was a contributing editor at A Rare World, reviewing hotels and resorts worldwide. She has also written for a number of travel-related websites.

Sarah Treleaven is a writer based in Nova Scotia. Her work has appeared in Harper’s Magazine, enRoute, The Guardian, the BBC and many other publications.

KITZMAN

RUTH TERRY

SARAH TRELEAVEN

JENNA BUEGE

LAUREL DELP

Jurassic World VelociCoaster at Universal Orlando Resort

On June 10, the fastest and tallest roller coaster in Florida made its debut at Universal Orlando Resort. VelociCoaster was inspired by the “Jurassic World” movies and created in collaboration with the movie’s filmmakers (including Steven Spielberg). The newest addition to Jurassic Park at Universal’s Islands of Adventure catapults riders 155 feet into the air at up to 70 mph with close velociraptor encounters and an immersive park experience right out of the movie.

THE MOST ACCESSIBLE BEACH IN THE U.S. IS IN … MILWAUKEE?

As the locals say, you betcha. In July 2020, Bradford Beach, the largest public beach in Milwaukee became the most accessible beach in the U.S., according to The Ability Center. On the shores of Lake Michigan, the beach now has a permanent concrete ramp, seasonal Mobi-Mats and free beach wheelchair rentals to provide visitors access to the water. The five-year initiative was completed just days before the 30th anniversary of the Americans with Disabilities Act.

GETTING THE SHOT TO HOSPITALITY WORKERS

In February, UNITE HERE!, the labor union that represents 300,000 hospitality workers across North America, kicked off the Our Shot! nationwide campaign to educate their members on the COVID-19 vaccine and to help them find a vaccine location near them. The union represents workers in industries like airports, food service, hotels and gaming — industries that were not only greatly affected by the global pandemic but also industries that experienced the highest rates of COVID-19 death, according to a study by the University of California, San Francisco.

Just say no to sargassum in Puerto Morelos

The beaches of Puerto Morelos, Mexico, are about to get a little less sargassum-y, thanks to 1,230 meters of sea barrier recently placed offshore to block the algae from reaching land. The city is planning to install 1,000 additional meters of barrier.

True NORTH

WORDS / ANDREA SEDLACEK

Stay the course on these big issues.

IBEROSTAR IS MAKING A “WAVE OF CHANGE”

Last November, Iberostar Hotels & Resorts announced its commitment to reaching carbon neutrality by 2030 with a pioneering responsible tourism movement called “Wave of Change.” More than 80% of Iberostar’s hotels worldwide are on a beachfront, leading the company to focus on the conservation of seas and oceans and work toward becoming a leader in sustainable tourism. And some big milestones have already been achieved: three coral nurseries have been established (two in Mexico and one in the Dominican Republic), a coral reef laboratory has taken shape in the Dominican Republic and more than 1,500 mangroves have been planted at the Iberostar Bávaro Complex. Its next goal is to send no waste to landfills by 2025.

CONTINUING OUR COMMITMENT TO DIVERSITY

The last issue of The Compass Magazine was focused on diversity, equity and inclusion in the travel industry, and that isn’t the end of that discussion for us. We want the pages of our magazine and website to look like the travel industry does, representing all the different people that make travel — and the world — beautiful. From the voices we publish to the imagery we use, we are dedicated to ensuring everyone feels welcome on The Compass, on VAX and in travel.

Manage your money

Cruise into your past

AmaWaterways is partnering with Ancestry, the global leader in family history and consumer genomics, for a new experience that combines luxury river cruising with heritage travel. The new Ancestry Experience package gives travelers the opportunity to do a pre-cruise consultation with an expert genealogist along with family history research and curated experiences. “Having grown up along the legendary Elbe River in Germany, I am personally overjoyed by this new collaboration that provides our guests with a unique opportunity to connect with their European roots, through personalized research and specially curated experiences,” says Kristin Karst, executive vice president and co-founder of AmaWaterways. “Maintaining or creating cherished family connections is more important than ever, and this partnership with the industry-leading team at Ancestry provides the perfect setting to bring our guests’ treasured family stories to life.”

Did you know that some bookable suppliers on VAX allow you to set your own commission? You can choose to increase your commission by dollar amount or percentage — whatever works best for you. How cool is that? Click the Booking Administration button in the pricing panel of an itinerary (in the right column) to set your commission up a notch.

See your Sailors under the Caribbean sun in fall and winter 2021, with Adult-byDesign sailings on Scarlet Lady. From longer stays and overnights at ports to diverse entertainment and dining experiences, your Sailors will never want to sail any other way.

BY THE WAY (a PSA)

WORDS / TAYLOR COULSON

Keep Calm and Travel On

Help your clients feel ready to get back out there and manage their nerves at the same time.

After months of being at home, people are anxious to travel — and anxious about traveling.

For travelers with anxiety and panic disorders, jet-setting on trips wasn’t always high on their to-do lists, even before COVID-19. Since post-vaccine and post-pandemic plans to travel require more preparation than ever before, it’s safe to say that even frequent flyers and travel enthusiasts who may never have experienced travel-related anxiety before might struggle with finding their best antidote to re-entry stress.

According to a recent study from the

American Psychological Association, almost 50% of adults are anxious to return to in-person activities. That said, mental health professionals say “re-entry anxiety” continues to rise. In fact, Destination Analysts’ Update on American Travel Trends and Sentiment report from late June 2021 shows that more than 40% of travelers say that concerns about the safety of others and ourselves, as well as worries about COVID19 variants, are the most important

considerations that keep Americans from traveling more right now.

Bethany Teachman, psychology professor and director of clinical training at the University of Virginia, says that travel-related anxiety can change within different historical contexts. Think, after Sept. 11, there was heavy fear and anxiety surrounding plane hijackings. Nowadays, it’s the breath — or worse, the cough or sneeze — of fellow travelers that has people anxious

about traveling. Afterall, travel — whether it was out of town, state, or country — was one of the first restrictions put in place during the initial phase of the pandemic. Add to that today’s lockdowns, unemployment rates and social distancing, and experts say the trend of travel-related anxiety is understandable, especially since we’ve been told home is the safest place to be for the last year. Teachman also says that travel-related anxiety usually fits into one of three categories:

1) Mode of transportation (i.e. flying, sailing, driving)

2) The destination itself and its challenges, like language barriers

3) The idea that something is being misled or mismanaged at home

American Society of Travel Advisors’ key findings from the first joint research project between ASTA and Sandals Resorts state that after the pandemic is over, nearly half of travelers (44%) are more likely to use a travel advisor. Travel anxiety is typically triggered by lack of control during a trip, which leads to the fear of the unknown. Lily Brown, the director at the University of Pennsylvania’s Center for Treatment and

Study of Anxiety, says, “Some people who might have had anxiety about social situations or travels earlier in their life pushed themselves to overcome those fears, basically, by putting themselves in anxiety provoking situations and learning about their ability to tolerate it.” She goes on to say that, “Since people are out of practice, anxiety is likely to appear again as we get back to travel.”

So, it’s important to stay in the know and be equipped with strategies to help manage possible travel anxiety moving forward.

Here are a few guidelines and antidotes to consider sharing with your clients dealing with travel-related/re-entry anxiety:

• Learn your triggers. Many travelers that identify their triggers ask themselves what they are worried about when it comes to traveling. Ask your clients what they’re worried about and provide the right tools to combat their concerns.

• List what is within your control. Making a list can help manage re-entry anxiety right away. Plan by listing out what you’re going to pack and leave behind, read up on local guidelines wherever you’re traveling to and put as much of the trip in your control as possible.

A VAX ON-SITE POLL FROM THE SUMMER OF 2021 ASKED TRAVEL ADVISORS, “HOW OFTEN DO YOU PROVIDE YOUR CLIENTS WITH STRATEGIES TO HELP MANAGE TRAVEL ANXIETY?” HERE ARE THE RESULTS:

H 46% of travel advisors on VAX provide clients with strategies to help manage travel anxiety upon request.

H 39% of travel advisors on VAX always provide clients with strategies to help manage travel anxiety.

H 15% of travel advisors on VAX never provide clients with strategies to help manage travel anxiety.

• Ease into travel again with a trial run. Consider a trial run trip closer to home before a bigger, more expensive trip. Picking a staycation or familiar place closer to home offers the chance to practice dealing with the specific travel activities that lead to anxious thoughts on a smaller scale. Plus, this is a more approachable level to rehearse going through the airport, flying on a plane and planning for bigger trips.

• Stay connected. To combat loneliness and stress that follows along on solo trips, suggest that your clients schedule a video or phone call with a friend or family member for when they anticipate needing support on the go.

• Pack tools to reduce anxiety. Be mindful about what you pack when you return to travel. Stash a few extra tools in your suitcase that will make a difference in your travel anxiety. Some items might include books, music, a journal, contact information to refer to when you’re connecting with supporters, and medications if needed.

It’s important to note that these recommendations might not be helpful for every traveler. In this case, urge your clients to connect with professional help if needed.

CONVERSATIONS...

WORDS / BETH KITZMAN

We asked: What has been the most helpful thing the cruise lines have done to make your clients feel comfortable cruising again?

Debby & Tony Palmiotti

OWNERS OF AHOY CRUISES IN FLORIDA

WEBSITE

ahoy-cruises.com

“It has not been easy for any of us, but when it was all doom and gloom for the cruise lines, Virgin Voyages knew while we all had some down time to push the training and make sure when we got back to booking we had the knowledge that will take us, the agents and the company to new heights in sales and the ability to make our customers happy.

Virgin Voyages has been the most amazing group of people I have met, I really felt in every conversation they were sincere, and also understood the pain of going through what we have all gone through with this industry. I have actually made friends that I trust and talk to at Virgin. Comfortable conversations, about how fun and exciting the future will be. I know that’s right around the corner.”

Debbie Tatter

OWNER OF TATTER TRAVEL IN INDIANA, A DREAM VACATIONS FRANCHISE

WEBSITE tattertravel.com

FACEBOOK facebook.com/tattertravel

“Cruise lines offering ‘Cruise with Confidence’ have resonated with clients. Clients can book and know that when their cruise sailing date is near, they can reschedule without penalty if they have any concerns about safety [but] the great safety protocols and crew training should ease the cruisers’ minds. [Clients should] book early for great rates.”

Adam Martindale

OWNER OF MARTINDALE TRAVEL AND TOURS IN CALIFORNIA

WEBSITE martindaletravelandtours.com

FACEBOOK facebook.com/ martindaletravelandtours

“I would say that mandating vaccination (when possible) is [the] best thing that the cruise lines have done. I am currently sailing on the Celebrity Millennium and this is the main reason everyone on board feels comfortable. Also, the installation of medical-grade H13 HEPA (high efficiency particulate air) filters across most cruise lines. Forming the ‘Healthy Sail Panel’ with experts and regular communication in regard to updates in preparedness for postCOVID cruising was most helpful.”

Jill Noble

CRUISE THERAPIST/TRAVEL

ADVISOR AT CRUISE THERAPY TRAVEL IN TEXAS

WEBSITE cruisetherapytravel.com

FACEBOOK facebook.com/cruisetherapy

“The most helpful thing the cruise lines have done is releasing the specific protocols for sailing. Many of my clients were nervous to book until those were officially released because they didn’t want any more surprises. Honestly though, most of my cruise clients were simply waiting for the ships to sail again. Nothing is going to stop them from getting back on a ship!”

Fam trip opportunities, plus appealing group proposition

At least 5 cabins with no single supplement available on EVERY departure – the only river cruise line to offer this!

Entire departures dedicated to solo travelers only – no single supplement to pay for ANY cabin across the whole ship!

One of the youngest and most modern fleet of ships in Europe – with 12 five-star ships

Our lead in French Balcony staterooms on our 443 feet ‘long ships’ are 48 square feet larger than our major competitor

Onboard amenities such as a steam room, sauna, fitness suite, pool/whirlpool, library and even a hair salon or spa treatment room

The most immersive itineraries – 20 cruises on 10 rivers with an included excursion in every port!

Ships built and operated by Scylla of Switzerland who also build the ships for a luxury competitor

We hold group space taking it out of inventory for 8 weeks without deposit

The only cruise line that does not take direct bookings – we support our Travel Advisors 100%

Simply make a group booking for an April or October 2022 river cruise and benefit from 1 FREE tour conductor space for every 5 paying guests! It’s perfect for clients looking for a Spring or Fall vacation exploring all that

MARILYN CONROY

Executive Vice President

Sales and Marketing

marilyn.conroy@rivierarivercruises.com

HOW I CARRY ON

UNIVERSAL ORLANDO RESORT’S SONYA BALLENTINE ON AUTHENTICITY, SUCCESS AND FINDING JOY.

For Universal Orlando Resort Senior Marketing Director Sonya Ballentine, working in travel isn’t just a job — it’s a calling.

The Miami native’s 14-year career in the travel industry has spanned both land and sea, but started with revenue management at Carnival Cruise Line, a role that tapped into the expertise she achieved earning her MBA.

Though she could have pursued a career in financial services, “Ultimately, the travel industry was that space that really spoke to my heart,” Ballentine says.

An art and a science

By the time she left Carnival seven years later, Ballentine was spearheading promotions and pricing for cruises, and had become adept at using analytics and performance measures to help better understand customers and hit company revenue targets.

“The thing that the cruise industry really sparked for me was this amazing merge of understanding both user and consumer behavior as well as the craft and artisanship [of marketing],” she says. “Carnival really kind of opened my eyes to that space.”

There are distinct differences between cruising and theme parks — for example, cruise ships seek to operate at full capacity for every sailing, while theme parks have more opportunities to recoup lost revenue from slow days, explains Ballentine.

Still, when she transitioned to Universal Orlando in 2014, Ballentine brought key learnings from her time at Carnival to the resort’s content strategy, building and bundling vacation packages, and, most recently, digital production.

Today, Ballentine manages a team that oversees the building, launching and fine-tuning of digital content marketing distributed across Universal’s mobile apps, email campaigns and websites.

Spark joy

Another constant since her days at Carnival: Ballentine is all about showing up to her work as her most authentic self and “not being afraid to use my voice” — a lesson she picked up from her early

mentors in the cruising world that she seeks to pass on to her own team.

“That [advice] really helped me transition over to Universal and go into that space being authentic in everything that I do,” says Ballentine, who grounds herself with meditation and movement before logging on to Microsoft Teams every morning. “As a leader, I am encouraging team members to bring their full selves. Be good at what you do. Be excellent, and when you come to work, bring your best self.”

Ballentine offers similar advice to travel advisors seeking to differentiate themselves in today’s competitive market, which has undergone various sea changes since she entered the industry more than a decade ago.

“Word-of-mouth is still key, but that’s happening in the digital space,” says Ballentine, who previously led content strategy at Universal. “There are a number of [travel] agencies out there. What is the thing that differentiates you? It’s you. It is the care that you give to your clients. The best agents are those who understand what motivates

WORDS / RUTH TERRY

their clients and gets to their hearts.”

Connecting increasingly diverse and social media-savvy vacationers with packages that meet their unique needs is part of what drives Ballentine — and why she believes so much in the bundled theme park packages she markets.

“We know that there’s not a one-size-fits-all [vacation] that everybody’s looking for,” she says. “A package really is just an opportunity where you can buy what you need to make your vacation go as smoothly as possible and give you experiences that you and your family are looking to do.”

For Ballentine, following her calling to create joy for others has also brought more joy into her own life.

“There is nothing better than being able to walk outside my office — back when we were in the office — and hear people yell on a roller coaster. How can you not smile when you hear that pure joy?” says Ballentine. “I feel like so much of my progress, my journey, is all connected to what I deem a calling. This industry gives me the opportunity to feel like I’m connected to something bigger.”

“Word-of-mouth is still key, but that’s happening in the digital space. There are a number of [travel] agencies out there. What is the thing that differentiates you? It’s you. It is the care that you give to your clients. The best agents are those who understand what motivates their clients and gets to their hearts.”

TAKING OFF:

How The Association of Flight Attendants Set a First-Class Example

WORDS / RUTH TERRY

Keeping the crew and passengers safe while flying during a pandemic was no easy task. Here’s how the Association of Flight Attendants paved the way to safer skies.

Passengers exchanged nervous glances as they boarded a Southwest Airlines flight from Dallas to Albuquerque, New Mexico, this past February. Despite repeated requests (and a free mask) from the flight crew, an unruly passenger, as they are known in aviation parlance, flatly refused to mask up. His ire escalated as the plane taxied toward the runway and then quickly doubled back to the gate. What should have been a routine departure ended with the man being escorted off

the plane, throwing the proffered mask and a fisted punch at the Southwest staffer on his way out.

Amid Americans’ return to air travel, unruly passenger incidents are becoming more frequent — as of June, there have already been 3,100 in 2021, 75% of which were related to masking, reported the Federal Aviation Administration — putting cabin crew members at greater risk for harassment and even bodily harm.

On the front lines

Flight attendants aren’t always considered front-line workers, a perception the Association of Flight Attendants-CWA, AFL-CIO, helmed by president Sara Nelson, has been challenging since the pandemic’s early days.

The union, which represents 50,000 aviation industry workers across 17 airlines, championed a federal mandate for masking on airplanes early on and was instrumental in protecting the livelihoods of workers in an industry greatly impacted by the pandemic.

Though airlines started requiring passengers to wear masks in May 2020, the politics of mask-wearing, confusing safety guidance, and especially the lack of a federal mask mandate made it difficult for crew members to enforce masking policies.

“We need to have everyone wearing masks,” Nelson told CNBC in a June 2020 interview. “If we’re communicating from the government and the industry as well, then that gives the people on the front lines a lot more backing to be able to make sure that this is implemented correctly and it’s not being put on our backs to be the enforcers.”

Staying organized

Twenty-five years as a United Airlines flight attendant makes Nelson, a rising star in the contemporary labor movement, uniquely suited for labor organizing. “Her chosen profession, after all, has been a master class in getting disorderly people to do what she wants,” wrote The New York Times in a 2019 profile.

With Nelson at the helm since 2014, AFA has demanded legislation to permanently prohibit knives on planes, disrupted the 2019 government shutdown by threatening a strike, and, most recently, lobbied for payroll protections during the pandemic under the hashtag campaign #WorkersFirst.

In February 2020, AFA criticized the government’s scattershot approach to combating COVID-19 and called on the federal government to bump up efforts to contain the pandemic. One year later, Nelson took the government to task again, testifying before the House Committee on Transportation and Infrastructure to request federal vaccination clinics for aviation workers in major airports and ask that the FAA come down harder on passengers who refuse to comply

with mask mandates.

Due to the efforts of AFA and other groups, on his first day in office, President Joe Biden signed an executive order requiring masks in airports and on commercial aircraft. AFA also helped secure $54 billion in payroll support for aviation industry employees through a provision in last year’s CARES Act and Biden’s American Rescue Plan Act, signed into law in March 2021.

Freedom to fly

Though federal relief funds kept many airline workers employed and ready to work

upon reopening, aviation ultimately lost 90,000 employees in 2020. During the #HotVaxSummer swell of travelers — the Bureau of Transportation Statistics reported more than 66 million domestic and international U.S. travelers in June, up 304% from the previous year — many airlines found themselves short staffed.

For flight attendants who are still working, the job is harder than ever. A recent AFA survey of 5,000 flight attendants revealed that in the past year 85% of respondents had dealt with unruly passengers and 17% had experienced a physical confrontation, despite federal law prohibiting intimidation, assault or interference of crew members duties.

Hopefully, greater government efforts will see a return to more friendly skies. Biden plans to extend the federal mandate to wear masks in airports and on airplanes until 2022, Reuters recently reported. The FAA has initiated 682 investigations into unruly passenger incidents, nearly four times the number investigations in 2020, which could result in over $560,000 in fines to perpetrators. (The man booted off the Southwest Airlines Dallas-Albuquerque flight was fined $21,000.) And AFA continues to share resources on its website about vaccination and COVID safety for flight attendants.

“Aviation is about bringing people together, not tearing us apart,” wrote AFA in a recent press release. “Every person matters, and we can only have the freedom of flight when we recognize the reality that we are all in this together.”

The Compass on VAX

The digital content you need to power your business If you’re looking for travel inspiration to share with your clients, time-saving industry insights for you or words of wisdom from industry leaders, The Compass has what you need to be a pro advisor.

Plus, did you know that every article on The Compass has buttons so you can share articles with just one click? The Compass makes it easy for you to be a content marketer.

But don’t fret – your clients can’t access VAX’s booking engine from the articles, so their booking will still be yours.

VAX exists to enable travel advisor success. It’s that simple.

Our award-winning booking platform and wealth of travel content and resources are tailored to and made available exclusively for travel advisors.

We are a community of more than 110,000+ leisure travel advisors, who are turning industry insights into professional growth, and turning supplier relationships into more sales.

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DIGITAL DNA

WORDS / ANDREA SEDLACEK

Here are the apps your clients really do need for their trip. Look like a hero when they realize they have the right app at the right time — all thanks to you.

For getting around Google Maps is essential, not just for driving yourself in a rental car but for finding public transportation options in countless countries. Plus, it gives you info on an attraction or restaurant, like operating hours, reviews and a link to the establishment’s website. It’s a must-have on any smartphone.

For personal transportation, Uber or Lyft are obvious options. For public transportation, Citymapper is a smart pick, giving you live bus, metro and train times throughout

the majority of the U.S. and Europe. One of the most helpful features of Citymapper is that you can ask it to alert you when it’s time to get off your bus or train — which could come in handy the first time you’re in a destination or if you happen to take a quick snooze en route.

For communicating Google saves the day again with Google Translate. You can type in text and have it translated into more than 100 languages.

If you don’t have an internet connection, you can still translate into 59 languages by downloading an offl ine translation fi le (the app shows you how to do this). You can also draw text characters into the app instead of typing them and have that translated into 96 languages, which is helpful for languages that include characters that aren’t used in English.

The best choice for currency converter goes to Xe Currency Converter, ranked No. 1 by TripSavvy and a favorite of The Points Guy. Sure, you can use it for simple things like converting U.S. dollars to pesos, but it also has more robust features like live currency rates and the ability to send money transfers. The converter functionality works offl ine too, but like Google Translate, you have to download the conversion rate ahead of time.

For experiencing

Apps created for a specifi c location or experience can be well worth the download. Case in point: The Offi cial Universal Orlando app. The key is to download the app before you arrive at the park so you can upload payment info, allowing you to just grab your phone and pay for your Waturi Fusion ice cream at Volcano Bay or your interactive wand from The Wizarding World of Harry Potter instead of bringing out your actual wallet. You can also check wait times for select rides, preorder food, browse interactive maps and set a reminder for where your car is parked.

The My Disney Experience app for Walt Disney World Resort is another theme park app to keep in mind. Use it to navigate the park, check wait times for

rides and even access MagicBand features with the Disney MagicMobile pass. You can also use the app to check in to your hotel room and access your room with a digital key. The app syncs up with the Memory Maker experience, allowing you to download, edit and share the photos and videos taken as part of Memory Maker.

A few more experience-enhancing apps to consider are the SeaWorld app (for the Orlando, San Antonio and San Diego parks); LEGOLAND’s apps for both the California and Florida parks; the San Diego Zoo’s app; the National Park Service app; and the app for Chicago’s Shedd Aquarium.

Looking for itinerary planners and cheap fl ight fi nders? Your clients don’t need any apps for that — they have you.

TECH TO KNOW: VPN Connection

Keep travelers safe (and safely streaming) while abroad.

The best travel advisors do their utmost to ensure their clients stay safe while traveling. Historically this has meant ensuring travelers have all the right documents or verifying a hotel’s allergen-free menu options. Today, it’s wise to add another safeguard: data security. Virtual private networks, or VPNs, are an easy way for travelers to protect their online data when they are surfing the web or accessing online services, especially during international trips. And they’re not just for the business set — they might help keep the peace during family trips, too. Here’s how.

How it works

A VPN offers users a secret, encrypted connection to the internet, meaning anything a person does online won’t be visible to anyone else. This is why they are widely used in corporate environments.

According to Dave Dean, editor of travel tech site Too Many Adapters, VPN technology has been around for decades, initially pioneered by multinationals seeking a secure way for global employees to connect. Since then, it has evolved as a way for international jet-setters to keep their data safe.

“You’re more likely to use insecure public Wi-Fi while traveling, and it was easy for hackers to view personal data as it moved, unencrypted, over that network,” explains Dean. “That’s less of an issue now thanks to the widespread switch to secure websites [indicated by the URL prefix ‘https’] — although it’s not gone entirely. These days, travelers are more likely to use VPNs to avoid local internet

WORDS / RUTH TERRY

“You’re more likely to use insecure public Wi-Fi while traveling, and it was easy for hackers to view personal data as it moved, unencrypted, over that network.”

censorship. It also offers a good way to keep travelers connected to their bank at home, as some overly sensitive banking websites lock users out when they’re accessed from overseas.”

Today, travelers often use VPNs for a less crucial reason, too: to keep up with their binge watching.

“U.S. travelers often find their favorite shows are unavailable on international versions of Netflix or other streaming services due to licensing agreements,” says Dean. A VPN offers a nice workaround, so travelers can stream as they typically would.

The right time and place

Installing a VPN in your home country before you leave is essential.

“If you’re traveling to a destination with a history of internet censorship, be sure to install your VPN before leaving home,” he advises.

“And make sure you install it on all of your devices. There’s not much point in diligently using it on your laptop, then browsing around unprotected on the same Wi-Fi network on your phone or tablet.”

Setup is fast

Setting up a VPN is as simple as downloading any other app. “VPN services are pretty straightforward, mainly varying in terms of price, speed and server locations,” Dean says. He recommends Switzerlandbased ProtonVPN, which offers free and competitively priced plans

with fast service.

Even when traveling in the U.S., using a VPN is a smart choice when using unsecured public networks.

“While there are security benefits to using a VPN no matter where you are, there’s generally less value in using a VPN when traveling domestically in the U.S. — unless you’re on a particularly untrustworthy network,” says Dean. “I turn mine on when using open Wi-Fi in a library or cafe.” Hotels and airports are smart spots to use a VPN, too.

3 Advantages of Using a VPN

1. Private and secure access to the internet — all of your activity (the sites you use, login information, your online messages and calls) is kept private

2. Encryption of all your online data, preventing other users from stealing your data, like usernames, passwords, credit card numbers and other identifying information

3. Protection of your data from hackers and internet service provider/ government surveillance

A MOVING TARGET

CRUISING IS CAREFULLY RETURNING AMID EVER-CHANGING PANDEMIC CONDITIONS. HERE’S WHAT ADVISORS NEED TO KNOW.

WORDS / SARAH TRELEAVEN

Janet Bava remembers the exact moment in 2020 when a sense of dread crept in.

Bava is the chief marketing officer for AmaWaterways, a river cruise company that operates across Europe, Africa and Southeast Asia. She was about to leave for a trip to Toronto, but President and CEO Rudi Schriener asked her to stay close to the office as the executive team monitored the increasing threat of the coronavirus.

Less than a month later, in March 2020, AmaWaterways made the painful decision to pull the plug on operations for its 23 ships in Europe and Asia. It was a split-second decision, made just before the crews were about to board flights to report to their assignments. There was too much that was still unknown to risk sailing. “We didn’t want to be caught up in a logistical challenge,” says Bava, citing particular concerns about the potential hurdles of getting guests back home to the United States and Canada.

As it would turn out, massive logistical challenges like these came to define travel in 2020. Soon, both the U.S. Department of State and the Centers for Disease Control and Prevention would advise Americans to avoid cruise travel altogether. According to one estimate from Cruise Lines International Association, the shutdown was projected to result in a loss of $32 billion, along with more than 250,000 jobs. Hundreds of cruise ships were docked for months. We spoke with executives across the cruise industry to understand the true impact of COVID-19 on cruises — and what long-term changes advisors should anticipate.

Avoiding mass cancellations and other logistical challenges

For Riviera River Cruises, a U.K.-based company that operates a dozen ships in Europe, simply parking ships was not, in fact, so simple. “A ship is not like a car, where you can just turn the key and walk away from it,” explains Marilyn Conroy, executive vice president of sales and marketing in North America for Riviera. “You have to keep the engines running.

You have to have a minimal crew on board to keep the emergency lights on.”

Most of AmaWaterways’ ships never left their berths, but many of the supplies — including a large volume of food and wine — had already been procured and therefore redistributed. Other ships were left moored or docked at cargo ports, raising concerns about essential maintenance, bad weather conditions and mounting fees.

During that early scramble, there was optimism that such an enormous disruption would be short-lived. “We were thinking that it would be over in a couple of months,” says Conroy. “So, it’s not like we just canceled everything we were doing for the whole of 2020 at the beginning of the year. It was always like, ‘Hold your breath, it’ll get better.’ It was devastating to see all the work that’d been done, the business relationships you had, to see all your business just canceled.”

The industry faced a potential wave of mass booking cancellations, many forced by government no-sail orders — a problem for cruise lines and their partners. Focus and communication pivoted from acquiring new business to retaining existing business. “We had to say,

‘OK, this is going to pass,’ and try to incentivize guests so we didn’t have to refund them their money,” says Bava. “Because we knew that if we did, the travel advisor community would also be impacted by it.”

MSC Cruises, a global cruise line headquartered in Geneva, focused on protecting commissions on any canceled travel for advisors, as well as providing full commissions on rescheduled cruises that advisors booked. Ken Muskat, EVP and chief operating officer of MSC Cruises USA, says the company also offered enhanced booking flexibility with Total CruiseFlex. It offers guests the ability to move a booked cruise to any ship and any sail date up to 48 hours prior — just the kind of safety net an anxious potential cruiser might need to feel secure finalizing a booking.

By midsummer, MSC was able to bring more than half its fleet back to sea. Many more have also now returned, with the introduction of protocols meant to help slow any spread of coronavirus.

Operating in the new normal

A new normal has dictated virtually all aspects of the travel industry, but cruising faces its own unique challenges: guests and crew from all

Clockwise from top: AmaWaterways’ AmaBella, AmaDara and AmaCerto ships

over the world, living in relatively close quarters and constantly on the move.

“It’s a bit of a moving target because we have to go by the mandates of each particular country,” says Conroy. Crafting itineraries can be complicated, given the continued uncertainty surrounding new coronavirus variants. “We wouldn’t go to Budapest if the museums and the rest of it were locked up,” says Conroy. “It’s not just a question of what we’re doing, but what the countries we’re visiting are doing, as well. You can hit five European countries on one cruise. You have to make sure they’re all on the same status.”

On board, the protocols typically resemble what many have already become accustomed to with restaurant dining: masks on when moving about, only removed when actively eating and drinking (while being served by masked staff). Social distancing requirements remain. Buffets have generally been eliminated, with all tongs and utensils being wielded by staffers rather than guests. Cabins and public spaces are being disinfected regularly. Reservations are replacing open dining on many ships. And proof of vaccination may

be required, often in tandem with a negative test — something that advisors should be mindful of when facilitating bookings. For AmaWaterways, protocols had to be registered with European authorities to accommodate summer voyages. Capacities have been reduced to 75% — that means about 110 passengers on a ship with a capacity for 150. A handful of staterooms have been designated as isolation rooms in the event that guests test positive. “We don’t want to create a situation where there’s spread and then the entire ship is in quarantine,” says Bava. She adds that AmaWaterways also has enhanced onboard ventilation systems — this actually predates the pandemic — to facilitate fresh air circulation.

Preparing for permanent changes

While many guests are eager to shed their masks once it’s safe — and will likely look forward to one day entering a dining room without being confronted by a bottle of hand sanitizer — some protocols might be here to stay. The use of QR codes in place of paper menus has proved popular, as has the push to utilize mobile

Cruise ships docked in the Bahamas

applications for everything from onboard reservations management to contact tracing.

Conroy says that Riviera presently only permits registered guests on board — something she suspects will remain in place for quite some time.

“We used to be very good about letting people come on board,” she says. “You know, ‘I have a cousin who lives in Paris and can he visit me on the ship?’ sort of thing. But now we’re really being extra cautious about who’s on board in order to provide the safest possible environment.”

Safety will obviously be paramount to get guests back on ships. But so much of building and sustaining a business is based on momentum, and it will likely take some time for the cruising industry to recover fully.

Managing through recovery

For Riviera, the universal complications of 2020 were further exacerbated by a very particular situation: The company had launched in the North American market just four years earlier. Riviera faced a rapid loss of hard-won traction in a highly competitive marketplace, where brand loyalties can be extremely durable. “By 2019, we really started to feel good because clients were saying we had a really good product,” says Conroy. “So, we were just getting this moment of breaking through and then boom, 2020 just didn’t happen. The momentum that we had — which was so important to us — we lost it in 2020 and we’ve lost it in the first half of 2021. So now we are literally starting all over again.”

Many cruise lines have confronted some version of “starting over” — particularly when it comes to an assessment of how the COVID-19

Riviera River Cruises’ MS George Eliot, which was named after the 19th century English novelist

crisis might impact plans for the direction they thought they might be heading. For some, new ships have been postponed and itineraries have been scaled back — at least for now.

Bava says that, thanks to AmaWaterways’ strong financial position, it has been able to continue with shipbuilding as planned. The company is presently building one new ship in Egypt, which is nearing completion. Another ship, the AmaSiena, debuted in Italy in July. A third new ship, the AmaLucia, is also scheduled to set sail in 2021. “We just said that the show must go on,” says Bava. “We knew that this would eventually pass.” AmaWaterways has already added additional capacity for its Christmas markets’ sails due to heightened demand. In 2022, the company will add two new ships to its fleet; in 2023, it will launch a 46-night river cruise through Europe — one of the longest river cruises ever.

MSC Cruises is also plowing ahead. Between 2019 and 2023, the company will have added a total of five ships — including the MSC Virtuosa, which debuted in the United Kingdom in May, and the MSC Seashore, which launched this summer. A new MSC Cruises terminal will open in Miami in 2023.

Tracking new traveler preferences

For now, travelers are a bit more cautious — with many booking shorter itineraries that are closer to home, with more intimate activi-

ties. River cruise lines see an advantage in their smallness, with some guests preferring to sail with dozens or hundreds, rather than thousands, of other people. Conroy is hoping that Riviera can capitalize on size as a differentiator: “We don’t have a hundred riverboats; we have 12. And we have the ability to really communicate with agents and guests on a one-on-one basis.”

Muskat says that Ocean Cay, a private island in the Bahamas, has been a particularly appealing draw. “Guests can spread out across the island’s 95 acres and 2 miles of white-sand beaches while enjoying a relaxing day, or plenty of ocean discovery activities,” he says. “On many itineraries, guests will arrive at Ocean Cay early in the morning and stay docked until late in the evening, allowing them a full day to enjoy the island. And, in some cases, ships will stay docked overnight.”

In the absence of a crystal ball, cruise lines remain cautiously optimistic about the remainder of 2021 — especially as case counts once again inch up and the delta variant throws a wrench into plans to restart. But they’re wildly positive about 2022, which feels far enough away that even highly cautious cruisers might consider booking for next year to be a safe bet.

“We’re seeing a lot of people who are wanting to travel now, but you also have people who are so weary and they’re booking — and spending a lot of money — for future dates,” says Bava. “We know the future is bright and we’ll all be there, and successful, very, very soon.”

U.K.-based Riviera River Cruises operates a dozen luxurious ships in Europe.

GOING GREEN on the WATER

HURTIGRUTEN

HAS BEEN

A LEADER WHEN IT COMES TO THE FUTURE OF CRUISE

SUSTAINABILITY.

WORDS / TAYLOR COULSON

Hurtigruten aims to set new standards for the entire travel industry, especially in its sustainability efforts, as we enter a new era of expedition cruising and adventure tourism.

As the world’s largest expedition cruise line that operates from pole to pole and across the entire Atlantic, Hurtigruten recognizes that the footprint it leaves behind has to be one to be proud of. Luckily, the cruise line is taking the lead in successful sustainability operations by preventing degradation by mass tourism, respecting indigenous communities and providing life changing experiences without leaving permanent impacts.

With its footprint in mind, Hurtigruten’s position comes with great responsibility as it strives for sustainable operations and destinations through daily operations, sourcing and partners.

When thinking about sustainability, many travelers don’t consider the actual people in the destinations and how tourism can impact them.

“For us, it’s far beyond just having the greenest fleet, and one aspect is the local communities and especially the indigenous communities,” says Storm Tussey-Haverly, the interim president of Hurtigruten Americas. Since 1893, Hurtigruten has operated in close cooperation and in partnership with local communities, mainly along the Norwegian coast for the first hundred years, where Samis were the local indigenous population. After expanding, it has taken that knowledge and applied it to

Hurtigruten, the world’s largest expedition cruise line that operates from pole to pole and across the entire Atlantic, makes sustainability a top priority. Its efforts include beach cleanups, plastic reduction programs and educational opportunities for passengers.

working with the local communities in Greenland, Arctic Canada and Alaska. “It’s imperative that we contribute to the livelihoods and welfare of small coastal societies by engaging local competence when and where possible,” says Tussey-Haverly. According to Tussey-Haverly, in certain Canadian Inuit communities that are new cruise destinations, Hurtigruten helps train the locals to take advantage of the new opportunities to better fit and benefit their communities financially.

Hurtigruten is also a founding member of the Association of Arctic Expedition Cruise Operators, which is dedicated to managing responsible, environmentally friendly and safe tourism in the Arctic. Hurtigruten has made the well-being of indigenous communities a priority for the AECO as well, Tussey-Haverly says. The Hurtigruten Foundation is also a major contributor to sustainable tourism on and off their fleet. “Through this foundation, we make sure that the fees we’re paying in ports support the local people and communities,” says Tussey-Haverly. The Hurtigruten Foundation

Doing Good Beyond the Cruise

HERE’S WHAT HURTIGRUTEN HAS BEEN UP TO BEHIND THE SCENES IN RESPECTING AND PROTECTING WILDLIFE AND THE DESTINATIONS IT EXPLORES:

• Building the first-ever hybrid-electric powered expedition cruise ships

• Removing single-use plastic from entire fleet and hotels (the first-ever major travel company to achieve this)

• Investing in education for guests and creating ambassadors for every destination on every voyage by actively engaging guests in local cultures they visit, the ecosystems they explore and the consequences of climate change they observe

has given out grants to support various projects that benefit local schools and students. “We also train the people to become tour guides, or if they are artists, we provide guidance on what art will most likely sell the best to tourists, and not just those traveling on our ships, but any cruise ships visiting that destination,” she says. Unfortunately, the pause on cruising in 2020 did affect some of Hurtigruten’s social responsibility initiatives — including several it had planned for the Hurtigruten Foundation. However, in early August 2021, the cruise line announced its first managing director for the foundation, which Tussey-Haverly says “will give us even more focus on critical matters where our guests and our foundation can make a difference.” She further explains that from 2020’s pause on cruising, Hurtigruten saw significant impacts in its Citizen Science programs, where guests participate in a wide variety of research and cleanup projects. “We carry out beach cleanups in many destinations we sail to, which hasn’t happened for about a year and a half, so we know that it has had a significant negative impact on the environment,” she says. These aren’t the only challenges Hurtigruten faces today in terms of moving forward with sustainability endeavors.

It’s not always smooth sailing when it comes to sustainable cruising

Climate change, dirty fuel, plastic waste and unsustainable mass tourism are some of the main components of the most difficult challenges Hurtigruten faces today when it comes to sustainability. According to Tussey-Haverly, Hurtigruten has advocated for a global ban on heavy fuel oil for many years. HFO is one of the world’s dirtiest fuels; it’s extremely difficult to clean up in the event of a spill, and produces higher levels of air and climate pollutants than any other marine fuels.

“With leading environmental agencies such as Clean Arctic Alliance and European Climate Foundation, Hurtigruten is spearheading a campaign to ban the use of HFO in Arctic waters and along the Norwegian coast,” Tussey-Haverly says. “After operating in these waters for more than 125 years, we see no other option. It does not make sense to bring more pollution, more risk, to areas

Since 1893, Hurtigruten has operated in close cooperation and in partnership with populations in the destinations it visits, helping train the locals to take advantage of the new opportunities to better fit and benefit their communities financially.

that need less. Given the severe risks that heavy fuel oil poses to polar environments, the international shipping community has already banned its use in the Antarctic. However, we really believe it is time to provide the Arctic with the same protection with its unique local communities and fragile ecosystems — and for that to happen as soon as possible.”

When it comes to plastic waste, Hurtigruten was the first major travel company to remove single-use plastic from its ships, restaurants and hotels. Hurtigruten’s plastic reduction program consists of the following changes for more than 2,500 staff/crew and 500,000 guests on board: Plastic straws have been replaced by metal, as stir pins are no longer used — and the same with plastic cups wrapped in plastic, plastic cutlery, plastic bags, plastic lids on coffee cups, plastic toothpicks, plastic aprons, single-use packaging of butter, and all other single-use plastic items that Hurtigruten’s guests and employees encounter on a day-to-day basis. Tussey-Haverly says, “The idea was conceived and brought to realization by one of our expedition crew members. It took five months and saves 32 metric tons of plastic every year. If the entire industry followed these measures, it would save 4,700 tons each year.” It’s crystal clear that Hurtigruten is passionate about facing these challenges. “With those numbers, it should be incentive enough for all other cruise lines to follow,” she says.

What’s on the horizon for Hurtigruten?

Tussey-Haverly is looking ahead to the future eco-friendly endeavors for Hurtigruten and its partners. “We are tremendously excited about our partnership with California Ocean Alliance and we recently announced the strengthening and extension of our partnership with them,” she says. COA will join Hurtigruten for three sailings in January and February of 2022, on board what was the world’s first battery hybrid powered ship back in 2019, MS Roald Amundsen. The team from COA will work alongside Hurtigruten Expeditions’ onboard expedition teams to provide unique, educational opportunities for passengers through lectures, demonstrations and real-time analysis of scientific data. COA will collect acoustic data to study ambient noise conditions, the myriad sounds

that marine animals make, and the influence of human presence on the soundscape. The research will also show Hurtigruten and other cruise lines how different whales behave near humans, so Hurtigruten and other cruise lines can adapt to ensure that they minimize interference with the whales. There are other popular science programs making serious waves in the industry with Hurtigruten that include surveying the penguin population, studying leopard seals or researching seabird distribution, among many other programs.

As for additional cruise lines that have been inspired by Hurtigruten’s sustainability initiatives or implementing their own, Tussey-Haverly is optimistic. “I honestly hope we have inspired a number of our competitors, and we encourage them to implement them in their businesses as it will only help improve the oceans, the wildlife and the local communities overall,” she says. We really are all in this together.

By the Numbers

Hurtigruten’s business and operational practices directly impact a variety of the U.N. Sustainable Development Goals, particularly those linked with responsible consumption and production, climate action, life below water and beyond. Hurtigruten believes this is where it has the greatest opportunity to make a positive impact — for society and for business practices currently and in the future.

• 9 industry, innovation and infrastructure goals

• 11 sustainable cities and community goals

• 12 responsible consumption and production goals

• 13 climate action goals

• 14 life below water goals

Hurtigruten collaborates with scientific institutions around the world, which enables guests to participate in Citizen Science projects such as surveying the penguin population, studying leopard seals or researching seabird distribution, among many other programs.

Get a Taste of

CRUISE CUISINE

FROM CELEBRITY CHEFS TO MORE FLEXIBLE DINING AND SIGNATURE ONBOARD CULINARY EXPERIENCES, CRUISE LINES ARE FOCUSING ON THEIR FOOD AND BEVERAGE EFFORTS LIKE NEVER BEFORE. THESE FOUR DINING OPPORTUNITIES ARE CREATING A NEW STANDARD OF CUISINE AT SEA.

WORDS / TAYLOR COULSON

Onboard culinary experiences with Disney Cruise Line’s culinary cabaret

Disney Cruise Line is taking dinner and a show to the next level, next summer. With the debut of three brand-new family restaurants in 2022, DCL is combining gourmet cuisine with signature storytelling and service on board its new cruise ship, the Disney Wish. “For the Disney Wish, our three new family restaurants will be a feast for the heart as well as the palate, and all meals will be served, of course, with the incredible care and attention to detail that families expect from our world-class Disney Cruise Line service team,” says Ozer Balli, the vice president of hotel operations at Disney Cruise Line. A blog post from DCL that announced the upcoming culinary experience referred to it as “the most ambitious dining experience ever.”

Dinner on board the Disney Wish will be so much more than a simple meal; it will put diners right inside their favorite feature films. It’s an upscale restaurant that meets technology showcase just waiting to be explored by experiential enthusiasts. The upcoming, unparalleled culinary journey will consist of embarking on an adventure filled with two main events. First, to an enchanted “Frozen” kingdom where guests are invited to pick up right where “Frozen 2” left off, attending a royal engagement party for Queen Anna and Kristoff. Throughout the meal, guests

will enjoy listening to live musical performances by famous “Frozen” characters in addition to fun table crafts for everyone. The second event is a chance to attend a “The Avengers” adventure where the audience in the restaurant can help stop a villain to save the day. The Worlds of Marvel’s marvelous meal will take families on a tour of both real and fictional dishes inspired by legendary locales of the Marvel Cinematic Universe, from African Wakanda, Eastern European Sokovia and The Avengers’ hometown of New York City.

Disney Cruise Line features themed entertainment, beloved characters and delectable dining.

Highlighting Holland America Line’s celebrity chefs

Holland America Line cruise passengers get to experience the cruise line’s exclusive “As You Wish” dining program. With restaurants on board to crush any craving, passengers can pre-schedule reservations at the time they prefer or go with the flow and, you guessed it, dine as you wish. Foodies will find fresh flavors from executive chefs on board every ship who just so happen to be members of Confrérie de la Chaîne des Rôtisseurs, the prestigious international food and wine society.

Passengers should not miss the chance to experience the global influence and exceptional expertise from the seven world-class celebrity chefs who make up the Holland America Line Culinary Council. For more than 10 years, these internationally acclaimed Culinary Council chefs have had the passion and creativity to chart an exciting course for dining options on board each and

every HAL ship, as each member oversees an area on each menu that highlights their specialty. Rudi Sodamin is HAL’s master chef and Culinary Council chairman, in addition to the innovator behind Rudi’s Sel de Mer, a French restaurant with a modern twist. Sodamin’s innovative approach to cruise cuisine has made him considered the most decorated chef on every ocean. Kristen Kish has worked in various high-profile restaurants across the U.S. before and after winning season 10 of Bravo’s “Top Chef.” Her playful yet cultured cuisine is carefully crafted to showcase French and Italian traditions. David Burke is a New Jersey native who trained at the Culinary Institute of America and has worked with renowned chefs in France and New York. He has been featured on “Iron Chef America” and “Top Chef Masters,” as he is one of the most respected chefs known for being a pioneer of contemporary American cuisine, and the only American to win the Meilleurs Ouvriers de France Diplome d’Honneur. Jacques Torres is the French-trained master

Holland America Line’s ships feature a wide range of gourmet cuisine developed by seven world-class celebrity chefs who make up the Holland America Line Culinary Council.

chef and artisan chocolatier, also known as “Mr. Chocolate.” He is a James Beard award winner that rose to executive pastry chef at New York’s prestigious Le Cirque before opening his very own chocolate factory and stores throughout New York. Ethan Stowell was born in Germany and self-taught while he grew up in Seattle. He was named one of the “Best New Chefs in America” by Food & Wine in 2008. Stowell has helped change the face of the Seattle food scene, working at a remarkable roster of highly acclaimed restaurants. Jonnie Boer was born in the Netherlands and trained at

Culinaire Vakschool Groningen. He is the head chef and co-owner of De Librije in Zwolle, which was recognized as one of “The World’s 50 Best Restaurants.” Boer has also earned Michelin-star ratings every year since 2004. Andy Matsuda was born in Japan and is the founder of the Sushi Chef Institute in Los Angeles, where he teaches aspiring chefs and professionals about sushi and Japanese cuisine. He is always ahead when it comes to sushi trends and techniques. After battling cancer, he began focusing on a deeper understanding of the connection between food and health.

Clockwise from top left, the Holland America Line Culinary Council: Jacques Torres, Ethan Stowell, David Burke, Kristen Kish, Jonnie Boer, Rudi Sodamin and Andy Matsuda

VIP dining at Royal Caribbean’s Chef’s Table

Dining on board with Royal Caribbean International includes choices like fresh-rolled sushi at Izumi, old-world flavors at Giovanni’s Italian Kitchen and seasonal, locally sourced bites at 150 Central Park. And of course, all the island flavors available to cruisers with a Perfect Day at CocoCay, RCI’s private island. But there’s an exclusive and elevated dining experience foodies should not miss that has now become part of the fabric of RCI’s onboard experience: the Chef’s Table.

RCI bills the Chef’s Table to be “as VIP and intimate as can be.” Diners lucky enough to sit at the white tablecloth of the Chef’s Table (in their formal attire) are treated to a seafood-forward menu of scallop carpaccio, Maine lobster salad and roasted branzino. Each of the five courses is “expertly paired with the perfect wine to highlight every flavor on the menu.” Groups of diners are intentionally

A VAX poll from the summer of 2021 asked travel advisors, “What is most important to your clients when it comes to cruise cuisine onboard?” Here are the results:

59% of travel advisors on VAX said their clients find onboard culinary experiences (mixology/cooking classes, et cetera) most important.

24% said options to accommodate special diets are most important.

4% said celebrity chef partnerships are most important.

13% replied “other.”

The Chef’s Table is a formal dining experience for a limited number of guests.

kept small, ranging from 10 to 16 guests (however, due to CDC protocols, until further notice, Chef’s Table capacity is capped at eight guests and is for vaccinated guests only).

In 2009, RCI invested $70 million in its Royal Advantage enhancements program to bring, amongst many things, new dining experiences first debuted on the Oasis-class ships to more ships across its fleet, starting with Oasis of the Seas. One of those exclusive new dining experiences was the Chef’s Table, a private event co-hosted by the executive chef and sommelier and described as “an intimate wine-pairing dinner and five-course dining experience.”

The work of the Royal Advantage revitalizations program continued with $300 million in upgrades across RCI’s fleet, which included bringing the Chef’s Table experience to Allure of the Seas in 2010. And today, Chef’s Table is now an option on every ship in RCI’s fleet with the exception of Symphony of the Seas.

Elevating culinary excellence and launching multiple firsts with Norwegian Cruise Line Norwegian Cruise Line continues reaffirming the company’s commitment to providing elevated dining experiences across its growing fleet. But that’s not the only thing on the horizon for this brand; NCL also recently unveiled its highly anticipated next class of vessels — its first new class of ships in nearly 10 years.

In 2019, NCL and LDV Hospitality collaborated and made waves for the first-ever restaurant of its kind: Onda by Scarpetta on board the innovative ship Norwegian Encore. It is now also featured on Norwegian Spirit. Scarpetta derives from the Italian expression, “fare la scarpetta,” which means “to savor a meal to the last bite.” Onda, or “wave” in Italian, mirrors the same philosophy and brings the effortless charm and elegance of its urban Scarpetta sister to the

sea. Its menu showcases rich and bold Italian flavors with the very best desserts of the region, pasta made in-house daily and beautifully prepared seafood and signature dishes. Onda captures the core design, aesthetic and ambience of the critically acclaimed land-based Scarpetta restaurants in other portfolio locations like New York, the Hamptons, Miami, Las Vegas, Philadelphia, Newport, Rhode Island, and London.

Andy Stuart, former president and chief executive officer of NCL, describes Onda by Scarpetta as “the perfect complement to the variety of spectacular offerings available on our Norwegian Encore.” With more than 34 venues to visit, the ship offers an eclectic blend of carefully crafted culinary fare for every foodie, including: Cagney’s Steakhouse, serving premium cuts; Food Republic, for a fusion of worldly flavors; Le Bistro, serving the finest in French cuisine; Los

Norwegian

Lobos, for premium Mexican delicacies; Garden Café, the three-meal buffet; and of course, the Main Dining Rooms — The Manhattan Room, Savor and Taste. Since then, NCL has continued bringing other exclusive, land-based culinary experiences to its cutting-edge new ships that are expected to go beyond expectations.

NCL is unveiling a new ship every year from 2022 to 2027 as part of its highly anticipated next class of vessels: Prima class, which will include a variety of new culinary experiences. Norwegian Prima is the first of the six ships in the class with maiden voyages expected to set sail in the summer of 2022. The 965-foot-long vessel will be a “game-changer for NCL,” according to the cruise line, offering guests exciting itineraries, more wide-open spaces, thoughtful and

stunning design, and exciting new ways to dine on board by introducing Ocean Boulevard.

Ocean Boulevard offers an elevated experience that puts guests first and understands the important connection they have with the outdoors and proximity to the sea. At 44,000 square feet, Ocean Boulevard wraps around the entirety of deck eight, which allows guests to walk across the ship and experience panoramic ocean views while having the chance to participate in plenty of exceptional outdoor activities and alfresco eats. Here is where you’ll find Indulge Food Hall, NCL’s first-ever upscale open-air marketplace. Indulge Food Hall offers visitors diverse and delicious menu items from 11 culinary venues as well as both indoor and outdoor seating.

Cruise Line features gourmet cuisine across its fleet, and the new Prima class vessels will introduce additional elevated dining opportunities.

HOW TO HIRE

THE TRAVEL AGENCY’S ULTIMATE GUIDE TO FINDING THE RIGHT FIT.

WORDS / SARAH TRELEAVEN

After many long months, travel is undeniably regaining its momentum. For most agencies, that will mean the relief of returning staff; for many others, new hires are on the horizon to help build back even better businesses. Here, “Coach Martin” Mussey, business development and education manager with Nexion Travel Group, weighs in on how to develop a hiring plan for your agency — from deciding the right time to hire and how to write a job description to interviewing and onboarding.

How do you decide when it’s the right time to make a new hire?

Mussey: To me, this is a math equation and not an emotional one. So many people make emotional decisions: They might take the leap because they feel busy and want some relief from the work, but they haven’t put pencil to paper to really know if they can afford it. Work out your financial goals in terms of you first: What do you want to make a month, or a year? What do you need to make? Take care of yourself first. Only once you have a clear dollar figure in mind and have met that can you move on to thinking about adding another independent contractor or employee.

When writing a job description, what are some important things to keep in mind?

Mussey: There are two areas that a business owner should keep in mind:

1. Use clear and concise language about what the role entails, along with prerequisite skills that are required or desired.

2. Write a description with the culture of your company in mind

so that you attract the right candidate. Do you want to be viewed as stuffy taskmasters or do you have a fun, inclusive and open culture?

What are best practices (including Diversity, Equity and Inclusion [DEI] considerations) when it comes to recruiting?

Mussey: Apply some big-business thinking to your smaller practice. Do you need to get super complex if you are a company of one or a small agency of 10-20? Not necessarily, but you do need to pay attention to a couple of things. First, consider placing your job opening in different places online that serve a variety of communities [see sidebar for specific recommendations]. Second, look within your own community, right where you live, to see if there are organizations that serve the underrepresented. Give yourself the chance to hire people who are not just like you. Diversity in all of its forms makes for a better company.

Are there some general qualities that make for a successful travel advisor, or does it vary from role to role?

Mussey: In my experience, it can vary depending on the role. Are you hiring a travel advisor or an administrative person for your business? Great advisors come from so many walks of life: teachers, nurses, career military, etc. One of the best qualities is having a strong “why” for getting into this business. It’s different for everyone, but those who have a strong “why” tend to fare better. After that, it’s about bringing all of your past personal and professional experiences to the table and putting them to use. Oh, and asking good, open-ended questions that invite conversation and exploration.

What should the interview process look like?

Mussey: The interview process can be one to three steps, depending on the size of your organization. Typical steps include resume screening, then phone screening for basic qualifications plus fit, and finally a face-to-face interview with top candidates.

Try to structure questions that ask candidates to speak to what

they have done and not what they would do. Past behavior is the best determinant of future success. One good behavioral question leads to follow-up questions that will help open up conversation and provide a better sense of the person. In the interest of fairness, be sure to preplan your core interview questions and ask the same basic questions of all candidates; your follow-up conversational questions can be more flexible.

Any tips for determining the best candidate?

Mussey: One tip that I can give on this subject is to use a simple matrix scoring system of 1, 2 or 3 for each question, with 3 being the best. If one question should be weighted more, add a multiplier for those so it is weighted properly. Score as you go, not after. This helps reduce the “halo effect” of remembering all the good things from the last candidate and losing recall on others you talked to earlier in the process.

How do you balance skills match versus personality complement?

Mussey: When it comes to skill versus personality, screen for skill early on — meaning, screen out people who do not meet the minimum requirements. As you progress, move higher-skilled candidates that meet your needs through the interview process. Always consider fit to company culture and the needs of your greater team first to be able to steer clear of potential bias related to personality.

An example of Mussey’s scoring matrix at work.

COURTESY OF MARTIN MUSSEY

Once a candidate has been selected, what’s the best way to handle onboarding?

Mussey: This will sound simple, but the first step is to come up with a thought-out plan before their first day. Onboarding should include all the things to set them up for success. Think tech plus environment first: How will they do their job and where? Next, provide a good overview of company structure and culture. Move on to proper training; consider if they are new to the industry or need a refresher. Decide which external training resources you might use (Travel Institute, Travel Leaders of Tomorrow, etc.), and which internal resources already exist. Finally, teach them the “systems” in your business: sales processes, reservations, data input, tracking business processes, and how to handle commissions/fee inquiries.

Any common mistakes people make during the hiring process?

Mussey: The most common mistake is not getting back to candidates in a timely manner. Think about how you would want to be treated and be sure to let applicants know about the final hiring decision.

In the world of single-owner small agencies, it’s worth mentioning that I wouldn’t recommend giving job shortcuts to friends or family if you are also considering other candidates. If you make a strategic decision to hire a family member or friend, be clear about how they fit your company culture and come to an agreement on the expectations of their role.

“Try to structure questions that ask candidates to speak to what they have done and not what they would do. Past behavior is the best determinant of future success.”

Top Picks for Posting

Martin Mussey recommends listing your job posting on the following sites to reach wide pools of candidates for a nominal cost:

• diversity.com

• jobs.hlpa.com/employer-products

• workplacediversity.com

• pink-jobs.com

Is there anything in particular to keep in mind about hiring at this moment in time, as travel rebounds from the pandemic?

Mussey: There are more travel industry veterans willing to consider a role within an agency. Transitioning from employee to possibly independent contractor or even just employee in a smaller company will be an adjustment. They may be used to a structure and pace that is very different. Having a weekly check-in or coaching call will be very beneficial. Remember to ask them what support they need from you, and how you can help them be successful.

Martin Mussey’s Top 5 Hiring Tips

1. Try to think of your job description and recruiting as a good gatekeeper to who or how many people you talk to. You will know if your description was too broad if you have hundreds of mediocre candidates versus 40 quality candidates.

2. Some of the best practices for small businesses come from much larger ones — particularly for DEI practices. Large corporations track candidate numbers and demographics; something to consider from a human resources perspective.

3. Consider involving a panel of employees in your interview process. They can provide invaluable feedback about personality and culture fit.

4. When onboarding a new employee, document your systems plan so you can replicate it in the future. Make it evergreen; create it once and use it over and over.

5. Where possible, provide constructive feedback to unsuccessful candidates — even if the feedback is simply that they were a great candidate, but someone else edged them out in one area. That way, they know they did all they could to be considered.

“Coach Martin” Mussey

SEAWORLD FLOATS INTO A NEW FUTURE POST-PANDEMIC

THE THEME PARK INDUSTRY TOOK A MASSIVE HIT DURING THE PANDEMIC. HERE, SEAWORLD SHARES AN OUTLINE FOR ITS RECOVERY AND PATH FORWARD.

As the pandemic enveloped the world, Orlando, Florida-based SeaWorld Entertainment Inc. was forced to shutter its 12 parks (including Busch Gardens in Tampa, Florida, and SeaWorld, Aquatica and Discovery Cove in Orlando) and furlough many team members — an agonizing decision necessary to ward off financial challenges as the sands shifted underfoot.

The COVID-19 pandemic has thrown business operations around the globe into chaos. And just

At SeaWorld, guests can meet, feed and even learn to communicate

WORDS / SARAH TRELEAVEN | PHOTOS / COURTESY OF SEAWORLD PARKS & ENTERTAINMENT

with dolphins.

as theme parks deliver unique experiences, they have also faced unique challenges in relation to everything from staffing to basic maintenance.

In many ways, SeaWorld is emblematic of the theme park industry’s pandemic struggles. As parks shut down across the country, SeaWorld quickly furloughed thousands of employees, cut executive salaries and expanded access to credit — all to ensure the company would have enough cash on hand to continue necessary operations while waiting out mandated closures and capacity limitations. Some attractions that were intended to open in 2020 were delayed.

Like other operators, SeaWorld is now cautiously hopeful about a return to somewhat normal. “We expect great things in 2022 as we distance ourselves from the past, deliver new and exciting reasons to visit, and welcome back our international audience to Orlando,” says Tim Swan, vice president of sales for SeaWorld Parks & Entertainment.

Keeping the animals safe

As much of the world seemingly ground to a halt, there was one aspect of SeaWorld’s business that unambiguously could not be put on hold: continuing to care for the organization’s wide range of animals. In addition to SeaWorld’s famous orcas, facilities include a dolphin nursery, manatee rehabilitation area, penguin habitat, ray aquarium, pelican preserve and underwater shark-viewing tunnels.

Upkeep involved veterinary and enclosure care and also keeping a massive supply of fresh fish moving through the parks. “This is the one department that probably changed the least during the pandemic. Our animal care teams and rescue operations didn’t miss a beat,” says Swan. He notes that caretakers operate 24/7, 365, and are accustomed to working through extraordinary conditions, like hurricanes.

SeaWorld also continued to provide support for other animals

SeaWorld’s Manta roller coaster allows riders to spin, fly and glide like a giant manta ray.

in need outside of its parks — under the guidance of governmental agencies including NOAA and the Florida Fish and Wildlife Conservation Commission. The organization has a long history of conservation and rescue, including dolphins, seals, turtles, bald eagles, manatees and other mammals. “We responded to rescue requests even in the first week after the parks closed,” says Swan. “These team members are everyday heroes and have now rescued and rehabilitated more than 39,000 animals in our company’s history — something we are very proud of.”

Maintaining clear communication

The company also made it a priority to maintain engagement with partners and loyal customers. Swan says the first focus was on clear communication, and providing any needed support. Next, SeaWorld’s

“We expect great things in 2022 as we distance ourselves from the past, deliver new and exciting reasons to visit, and welcome back our international audience to Orlando.” - Tim Swan, vice president of sales for SeaWorld Parks & Entertainment

marketing team kept fans informed through frequent email, website and social media updates. And they quickly acted to launch SeaWorld@ Home, an online suite of education and entertainment resources to help drive engagement and alleviate the boredom many were experiencing after spending so much time at home. Options include crafting how-tos, videos of animal habitats, virtual rides, and even — for homeschoolers and their tired parents — themed Zoom backgrounds.

As the parks began to reopen, communications shifted. SeaWorld emphasized safety protocols, including social distancing, reduced capacity and app-based offerings. And it incorporated those protocols into its promotion of events, such as socially distanced seating for live concerts at SeaWorld’s Seven Seas Food Festival. “We wanted our customers to know we were ready for them to visit,” says Swan.

Some protocols have since been relaxed in accordance with CDC guidelines, though Swan predicts that some of the changes may become a standard part of the business going forward. One example that’s likely to stick around: the ability to order food through an app and then pick it up at a designated time and location.

The road to recovery

In addition to implementing measures that ensure the safety of guests, the company’s recovery plan has focused on two additional goals: adding new and exciting reasons to visit (even for guests who have already visited multiple times), and working with hotel partners to provide convenient, affordable vacation options. “The experiences guests have with us today are far different from those of just a few years ago,” says Swan. “That will continue as we look ahead.”

When the parks began to reopen last June, SeaWorld was able to bring most of its staff back. But it has also struggled with the labor shortages that have plagued the hospitality sector across the country. “Our entire industry is challenged with the issue of manpower,” says Swan. “We will continue to offer our team members competitive wages and outstanding benefits.”

SeaWorld also faces financial challenges resulting from reduced capacity requirements. Revenue and attendance in the final quarter of 2020 were roughly half what they had been a year earlier.

Swan acknowledges that the pandemic has forced SeaWorld to make

some adjustments. Some projects were delayed, while others were prioritized. But planning for a brighter future certainly never stopped. In 2021, several parks were outfitted with new restaurants and bars, including the Arctic-themed Altitude Burgers (a complement to a coming-soon roller coaster named Ice Breaker) and the craft beer-focused Flamecraft Bar in Orlando. Meanwhile, Tampa welcomed Giraffe Bar, which has views over the park’s animal-filled Serengeti Plain. Specialty events — including concerts, holiday celebrations and a craft beer festival — have also been a top priority. The organization recently introduced Howl-O-Scream at SeaWorld Orlando, a nighttime

complement to the daytime SeaWorld Spooktacular, and similar to a fan favorite offering at Busch Gardens in Tampa. The adults-oriented event, which includes haunted houses, frightening shows and Halloweenthemed cocktails, will also be added this year to SeaWorld San Diego. And SeaWorld Abu Dhabi, the first park outside of the United States, is slated to complete construction by the end of 2022.

Ready to return

As vaccination uptake has increased, a brighter picture has emerged: In the second quarter of 2021, attendance was down just 10% from the

second quarter of 2019.

In the midst of a difficult — and lengthy stretch — one thing that hasn’t been a problem is convincing guests to return. According to Cardify, a data insights firm, amusement parks have seen a dramatic increase in attendance as cities across the U.S. have opened up. “It is pretty clear that guests are ready to have fun,” says Swan. “The vaccines have enabled many to venture out with confidence and we’re seeing many of them at our parks.”

Imaging released by the company demonstrated masked guests riding

roller coasters and otherwise enjoying the parks’ amenities, something that might have once been hard to picture. One recent SeaWorld TV commercial asks, “Are you ready for real?” — a reference to its gradual and very welcome return to somewhat normal. But certain logistical realities persist; most crucially, the inability of some guests to travel to the U.S. from key international markets. But Swan says that domestic visitation has been strong.

At this particular moment in time, it’s easy for the company to be optimistic but hard to forecast a precise path forward. In terms of short- to medium-term expectations for SeaWorld, Swan expects that special events will drive visitation in the fall, and that even better things lie ahead in 2022. “There is clearly light at the end of the tunnel,” he says, “as we distance ourselves from the past, introduce new and exciting reasons for guests to visit, including new roller coasters — SeaWorld Orlando’s Ice Breaker and Busch Gardens Tampa Bay’s Iron Gwazi — and welcome back our international audience to Orlando.”

Clockwise from left: the Cheetah Hunt roller coaster at Busch Gardens Tampa Bay; feeding a baby manatee at SeaWorld; the new Giraffe Bar at Busch Gardens Tampa Bay, which has views over the park’s animal-filled Serengeti Plain

BREATHTAKING BUCKET LIST CRUISES

EXPLORE THESE ONCE-IN-A-LIFETIME, BUCKET LIST-WORTHY DESTINATIONS WHEN YOU EMBARK ON YOUR NEXT VOYAGE.

WORDS / ANDREA SEDLACEK

Travelers are expected to go big when they finally leave home again. For cruisers, this can mean an itinerary to a very faraway place or an extended experience in an exciting destination. Let’s explore some of the new and most unique cruises around the world so you know who and where to recommend for cruise clients who are looking for what’s next.

An Ancient Experience on the Nile River

The Nile river is thought to be the longest river in the world (depending on who you ask; some people think the Amazon River is), and it is full of historic significance, which is why having the chance to cruise along it belongs on this bucket list of cruise experiences.

Spanning more than 4,000 miles and flowing through 11 African countries, the Nile is called the Father of African Rivers. Its banks were inhabited by people who were among the first of civilization to use a plow and establish agricultural practices. In 2013, it was designated as one of the Seven Natural Wonders of Africa.

One of the best ways to see the Nile is on a river cruise. In September 2020, AmaWaterways announced a new river cruise experience in Egypt, the 11-night Secrets of Egypt & The Nile itinerary, scheduled to first set sail in September 2021 on the new AmaDahlia, AmaWaterways’ 25th river cruise ship. Cruisers first spend three pre-cruise nights in Cairo, the capital of Egypt, visiting the Egyptian Museum, the Pyramids of Giza, the Great Sphinx and more ancient Memphis sites. Next, they fly to Luxor to embark on the ship for seven days on the river, visiting landmarks older than anything we know in the U.S., like the ancient tombs in the Valley of the Kings and Queens; temples with restored and preserved hieroglyphs; and the Temple of Karnak, one of the largest religious complexes in the world.

2 America from Head to Toe on the

Mississippi River

Though the Mississippi River is not nearly as long as the Nile, it is one of the world’s major river systems in terms of size, habitat diversity and biological productivity. A cruise down this river is not only a relaxing way to see the U.S., but also a lesson on U.S. history more enticing than a round of Oregon Trail.

At 2,350 miles long, it’s the second-longest river in North America, flowing through 10 U.S. states. It’s considered a cultural treasure for the U.S. and a key part of the country’s commerce, as half of the corn and soybeans in the U.S. are barged on the river (in the part known as the Little Mississippi).

The river is not all work and no play, and cruisers can voyage the entire river from tip to tail with American Queen Steamboat Company’s 16-day Minneapolis to New Orleans itinerary. Cruisers will embark on the American Countess, a paddlewheeler with an expansive panoramic view and four decks. The adventure winds down the river, stopping in Wisconsin, Iowa, Missouri, Tennessee and Mississippi, with many opportunities for shore excursions to see the best of the cities on the river. Ending in New Orleans, cruisers can choose to spend extra time in the Big Easy.

A Polar Expedition in and Around Greenland

At 836,000 square miles (that’s three times the size of Texas), Greenland is the world’s largest island, and one of the most exhilarating ways to explore it is by boat.

More than four-fifths of Greenland is covered in an ice sheet; an ice sheet that is second in size to Antarctica’s. The Ilulissat Icefjord on the island’s west coast is known as the “iceberg capital of the world,” as it’s home to thousands of icebergs that can be seen year-round. It’s also a UNESCO World Heritage Site, so it’s legally protected by UNESCO to preserve its cultural, historical and scientific significance.

Ponant has a brand-new way for adventure lovers to experience Greenland: a 13-day Polar Odyssey between northeast Greenland and Spitsbergen. Aboard the first hybrid electric polar exploration ship, Le Commandant Charcot, cruisers will explore the island at the end of spring, when extreme conditions still remain and ice is abundant. They’ll visit the Northeast Greenland Park, the largest national park in the world and a UNESCO Biosphere Reserve. Fjords, icebergs, glaciers, polar bears, musk oxen and walruses all await cruisers lucky enough to embark on this itinerary, which ends near Ny-Alesund, the international research base and former mining city, which was once the departure point for many expeditions to the north pole.

4 Master the Mediterranean

The Mediterranean is considered one of the top tourism destinations in the world and while exploring it via train or even car are excellent options, choosing to cruise the region opens many more opportunities and experiences for travelers.

The region includes the Mediterranean Sea and seven Member States: France, Portugal, Italy, Spain, Greece, Malta and Cyprus. Its climate of hot, dry summers and humid, cool winters allows biodiversity to flourish on land and in the sea. In fact, it’s estimated that 8% to 9% of all the world’s marine creatures call the Mediterranean Sea home.

History buffs (or anyone, really) can call the Mediterranean Sea home too, on Viking Ocean Cruises’ new 15-day Ancient Adriatic Treasures itinerary that flows from Venice, Italy, to Istanbul. Cruisers will visit five countries: Italy, Croatia, Montenegro, Greece and Turkey, and explore ancient sites like Olympia, birthplace of the Olympic games; the Acropolis of Athens; Ephesus, Turkey, one of the best-preserved cities of antiquity in the world; and ancient Troy, a UNESCO World Heritage Site. Cruisers will also have plenty of time to soak in the Mediterranean lifestyle with visits to the canals of Venice; the medieval streets of Old Town in Dubrovnik, Croatia; and the rich culture of Istanbul.

Expeditions in Antarctica

Antarctica is the coldest, windiest, least populated, highest, iciest and southernmost continent. And it’s definitely worth a once-in-a-lifetime visit, either via airplane or ship.

The continent of Antarctica is almost completely covered by an ice sheet and at 5.5 million square miles, that’s a lot of ice. Despite that, there are animals that live there like emperor penguins, Antarctic petrels (a species of bird), South Polar skuas (also a species of bird), fur seals and leopard seals. The waters off Antarctica see many species of whales like humpback, blue, sperm and orca.

The harsh environment of Antarctica does not welcome just any old cruise ship; only an expedition-style ship will do. Enter the Seabourn Venture, an ultra-luxury, purpose-built expedition ship. Seabourn’s newest ship is scheduled for an all-new lineup of 2022-2023 Extraordinary Expedition itineraries in Antarctica and the Amazon. The nine Antarctica voyages range from 10 to 21 days and offer cruisers truly unique excursions on The Great White Continent. Excursions like an adventure on the ship’s two custom-built submarines that take cruisers below sea level to explore what lies beneath. Two of the Extraordinary Expedition itineraries will head to South Georgia, one of the most remote and least-visited places on earth, and the Falkland Islands, located about 400 miles off the coast of Argentina.

2022 CRYSTAL BALL

WE DON’T NEED A CRYSTAL BALL TO SEE WHAT’S COMING NEXT YEAR — WE HAVE DATA.

WORDS / ANDREA SEDLACEK

Let’s look ahead to 2022 and see what travel advisors are shopping for on VAX. Where are they sending their clients, when are they going, how long are they staying — we have so many questions. Let’s get some answers for the first half of 2022.

Where are leisure travelers leaving from?

In the first quarter of 2022, travel advisors are shopping origins from all over the U.S. map. Chicago-O’Hare International Airport (ORD) is the most-shopped origin in Q1, followed by Minneapolis (MSP), St. Louis (STL), Milwaukee (MKE) and Philadelphia (PHL).

The second quarter gives us some of the usual suspects but moves around a bit. Chicago-O’Hare (ORD) is again the most-shopped, but this time followed by St. Louis (STL) and Philadelphia (PHL). Atlanta (ATL) makes an appearance at No. 4 on the list, with Pittsburgh (PIT) rounding out the top five.

What other changes are there in origin shopping from Q1 to Q2?

First, Kansas City, Mo., (MCI) was the sixth most-shopped origin in Q1 but fell out of the top 10 in Q2. Michigan origins leapt in popularity in Q2 compared to Q1, with Grand Rapids (GRR) at No. 7 in Q2 (No. 18 in Q1), Lansing at No. 11 in Q2 (No. 19 in Q1) and Detroit (DTW) at No. 12 in Q1 (No. 13 in Q2).

Where are they going?

Q1 is all about Cancun, as the Mexican favorite easily takes the No. 1 destination spot. Orlando, Florida, is at No. 2, which is not a surprise. The rest of the top 10 list belongs mostly to the Caribbean.

Q2 has many of the usual suspects but popularity for a few destinations fluctuated. This data is definitely subject to change — March, April and May 2022 are pretty far away still — but it’s showing some interesting developments. Cancun is still the powerhouse you’d expect in Q2, and St. Lucia and Cozumel have fallen off the list in Q2 whereas Maui, U.S. Virgin Islands and Las Vegas have made it to the top 10.

What destinations have seen significant growth over 2021?

This data is also subject to change but, so far, there are some interesting changes in 2022 destinations over those in 2021.

First, let’s look at the destinations with the biggest jumps from 2021 to 2022. The multidestination Hawaii itinerary of Honolulu (HNL) > Maui (OGG) jumped to No. 19 in 2022, up from No. 29 in 2021. The Caribbean’s St. Martin (SXM) is No. 24 in 2022, up 10 spots from 2021’s No. 34.

So, what destinations have landed at the top for 2022 but weren’t there in 2021? Dubai (DXB), United Arab Emirates, is the 18th most-shopped destination for 2022, and it did not reach the top 20 in 2021, 2020 or 2019. San Jose, Costa Rica (SJO), is the 28th most-shopped destination for 2022 and did not crack the top 50 in 2021, along with Curacao (CUR) and Belize (BZE). Off-the-beaten-path destinations in Mexico are gaining popularity with Ixtapa/Zihuatanejo (ZIH) at No. 29, Huatulco (HUX) at No. 32 and Mazatlan (MZT) at No. 36.

Where are they staying?

Since Q1 and Q2’s top four destinations are the same but in a different order, let’s look at highly shopped hotels and resorts for the whole first half of 2022.

Now for those destinations new to the top-shopped list. Here are the hotels and resorts VAX travel advisors are looking at in those destinations.

Here are popular hotels and resorts in those hidden gem Mexico destinations.

When are they going?

The new year is looking like the time to get away in 2022 with travel advisors heavily shopping hotel check-ins on Jan. 2, 2022. The next big check-in day is Jan. 8, but the most-shopped check-in date for the first quarter of the year is Feb. 19 followed by March 12 — perhaps this is for those early spring breakers?

For Q2, travel advisors are shopping quite in advance, as June 4 is currently the most-shopped check-in date, with June 5 and 6 seeing a lot of inquiries, too. That’s the week after Memorial Day 2022, so this could be families looking to start the summer off with a getaway. The second most-shopped check-in date in Q2 is April 9 with April 1 and 2 showing high interest as well. May looks a bit quieter right now but when travel advisors are shopping it, May 12 and 13 are popular along with May 26 (right before Memorial Day).

How long are they staying?

Travelers are planning to get out of town and stay out in 2022 with seven-night stays the overwhelmingly most-shopped in the first AND second quarters of the year. In fact, Feb. 19 is the most-shopped check-in date for a seven-night stay. Other popular February dates for seven-night stays are Feb. 5, 12 and 26. In the second quarter, April 2 is the most-shopped check-in date for weeklong getaways.

The second most-popular length of stay is four nights, with a majority of those shopped for a Jan. 13 check-in date, followed by Feb. 17, Jan. 20 and Jan. 27. Five-night stays and six-night stays are being shopped, but not quite as much.

What about cruises?

VAX doesn’t have data on cruises but Cruise Lines International Association does, in the organization’s State Of The Cruise Industry Outlook 2021 economic impact study.

The study includes data from a survey CLIA executed in December 2020. Data was collected from 4,000 international vacationers from the U.S., Canada, Australia, the U.K., Germany, France, Italy and Spain, and the results are pretty optimistic.

Two out of three cruisers surveyed said they are willing to cruise within a year and 74% of cruisers said they are likely to cruise in the next few years. Overall, 58% of the international vacationers surveyed who have never cruised before said they are likely to cruise in the next few years. That means a whole new market of cruise clients for travel advisors to tap into.

It’s not helpful to look at 2020 to see what’s coming in 2022, but looking back at 2019 is. CLIA reports that its members had 29.7 million global ocean cruise passengers — the highest that number has ever been. The Caribbean/Bahamas/ Bermuda accounted for 42% of passenger volume; Asia and China accounted for 14%; and the Central and Western Mediterranean accounted for 11%.

Next year is shaping up to be an exciting time for the industry. Though travelers and their travel advisors are mostly sticking with the familiar but staying for longer, many are looking to have a little adventure in a new destination, or taking their vacation to the water for their first cruise. No matter what vacation path travelers choose, let’s make it a great year for them.

Travel Inspo Tool Kit

https://www.vaxvacationaccess.com/toolkit

An Ocean of Possibilities for L GBT Q+ Travelers

THE LGBTQ+ COMMUNITY HAS BIG MONEY TO SPEND ON TRAVEL. THE CRUISE INDUSTRY HAS CATERED TO THEIR NEEDS SINCE THE ’90S AND HAS EVOLVED INTO A MULTIMILLION-DOLLAR INDUSTRY IN THE PROCESS.

WORDS / SARAH TRELEAVEN

In 1990, Judy Dlugacz, the founder and owner of a record label that focused on lesbian artists, who also happened to be a lesbian herself, wanted to go on a cruise. She didn’t feel she could be her true self on a regular cruise, so she sent out a missive to her sizable network. “I said, I think you may want to be out and be yourself on vacation the whole time, because I’m out my whole life, except when I’m on vacation,” she admitted. Knowing that others felt similarily, she decided to charter her very first cruise ship for gay women. She initially had trouble finding a captain willing to charter for her, until a small Greek cruise line saved the day. That February, 600 women came together for four nights in the Bahamas, and a new dream started to brew for Dlugacz.

The trip was such an enormous success that she decided to do it again, and again, and again. She founded Olivia Travel, a company that caters exclusively to LGBTQ+ women. “Olivia has always been about creating a space for women to see each other, because visibility has been the biggest problem for the women’s sector of the gay community,” says Dlugacz. “Just to see each other and to be brave enough to be out in the 1990s was a big deal for many of us.” More than 30 years later, more than 300,000 women have traveled on one of Dlugacz’s vacations.

The genesis of LGBTQ+ cruising was largely motivated by the thrills of being out, the lures of shared identity and the need for safe spaces. The earliest charters — pioneered by companies like Olivia, Atlantis and RSVP — catered to a narrow audience, and commonly advertised a party atmosphere. “The first all-gay cruises were liberating, empowering and fun, but limited to a small spectrum of people,” says Patrick Gunn, co-founder and CMO of VACAYA,

an LGBTQ+ vacation company. Mainstream vacations, he notes, often offered travelers a more well-rounded experience with greater options for activities and destinations, and were accessible to a diverse set of people, but they didn’t always feel like a friendly, judgment-free environment.

The industry transformed in the years that followed. In 2017, Celebrity Cruises, which is part of the Royal Caribbean group, became the first major cruise line to conduct legal, same-sex marriages on board its fleet when a vote to recognize same-sex unions passed through the Maltese parliament (where most of Celebrity’s ships are registered). Once given the green light, Celebrity jumped in with both feet, cementing the cruise line’s status as one of the most LGBTQ+-friendly at sea.

While proud of that milestone, Celebrity acknowledges that it wasn’t the product of a grand strategy. Rather, it was a logical progression of inclusion that many lines have been working toward for decades — some more successfully than others. “It really was just a continuation of us welcoming this community,” says Dondra Ritzenthaler, senior vice president of sales, trade support and service, North America, UK & APAC for Celebrity Cruises. “We do marriages on board for other folks, so why wouldn’t we do marriages for the LGBTQ community?” she says. “And it was such an honor to be the first.”

But as LGBTQ+ representation has moved into the mainstream, gay and conventional cruising have started to overlap in a more meaningful way. “There was a sense that there was a sweet spot — a great ‘in between’ — and one that offered the joy of like-minded people coming together to celebrate,” says Gunn.

At the same time, there’s some reluctance to characterize the LGBTQ+ cruiser as a wholly exceptional category of guest. Like most people who set sail, these guests also want unparalleled dining options, fun activities, tech-savvy booking options, great customer service and interesting ports of call. “We are fascinated by culture, history and cuisine,” says Gunn. “Our travel bucket lists are driven by curiosity, hope for a better tomorrow, and the belief that by understanding a place and its people, we can better share our stories and that little by little, sharing our stories can change the world.”

Ritzenthaler says that, in the early days, most LGBTQ+ guests would only cruise with companies that specialized in charters. But she found that repeat guests were often returning for non-charter voyages. “It went from a niche product with some of these charter companies, to large groups, and then to individuals who wanted to go and celebrate their honeymoon or their anniversary or take their kids with them. And so now it’s just a part of our mainstream cruising.” It’s becoming more common, she says, to have gay and straight couples sharing tables in the dining room. “I’m not trying to put labels on anyone,” she says. “I’m just trying to show how things have evolved on board.”

Things have evolved on land, too. In earlier years, there was a heavier emphasis on queer-friendly ports — and often with very good reason. In 1998, Atlantis — one of the first gay cruise charter companies — was denied permission to dock in the Cayman Islands; another ship was turned away from Turkey in 2000.

But while there are still some recurrent favorites (the Caribbean and major European cities, for example), there’s also now an emphasis on the new and novel over destinations that could be considered well-worn and proven safe. “One of VACAYA’s missions is to offer the entire community travel experiences to fresh new destinations, with customized itineraries that haven’t been offered previously by other vacation companies,” says Gunn. Ritzenthaler says that destinations for LGBTQ+ guests are really a mixed bag — as with any other client. “They choose it based on where they want to go and see in the world,” she says.

Still, for some operators, certain limitations persist. “We pick and choose the countries we go to very carefully,” says Dlugacz. Some destinations — such as Russia and several Middle Eastern countries — have been purposefully excluded based on their policies regarding gay citizens. Other countries, like China, are navigated judiciously. “We’re really careful about where we go and how we do it,” says Dlugacz. “But if we only went to gay positive places, the world would be very small.”

The LGBTQ+ community — itself highly varied and impossible to generalize — has become more inclusive over time, as forms of self-identification have also shifted. “At VACAYA, we use the shorthand LGBT+ to refer to the community we serve, but we know there are many more colors in our rainbow,” says Gunn. “All are welcome, no matter where you fall on the wide spectrum of LGBTQIAPK identities. We embrace ‘the more the merrier’ mantra and we’ll keep adding letters to our tasty alphabet soup.” In order to

bolster the diversity of its guests, VACAYA is currently developing partnerships with lesbian and Black LGBTQ+ leaders and business owners.

Gunn says that part of delivering a welcoming atmosphere is understanding that every LGBTQ+ person has a different comfort level surrounding their own “outness.” “For one magical week, our community gets to be the majority and live life out loud in the blissful utopia VACAYA creates,” he says. These cruises, reassuringly safe and supportive, can have profound real-world impact on individuals who perhaps, elsewhere, struggle to connect with their authentic self.

Over the decades, the appeals of camaraderie have not diminished, and Dlugacz anticipates that even more LGBTQ+ travelers will be looking to make community connections as we move past post-pandemic life. “It’s like a spiritual awakening,” she says. “Coming on board is like coming home in a way that you never experienced anywhere else — to be the majority, with people from all over the world, where your culture is spoken to. People say, ‘What is it going to be like when everyone has their rights?’ And I say, ‘Even better.’ ”

BREAKOUT Session

WORDS / BETH KITZMAN

TRAVEL ADVISORS AND INDUSTRY

FIGURES SHARE WHAT

THEY THINK IS NEXT FOR TRAVEL IN 2022.

Industry chatter on a topic that’s important to you.

“PEOPLE ARE INCREDIBLY EAGER TO TRAVEL, AND RESORTS AND CRUISE SHIPS ARE FILLING UP ALREADY FOR 2022. DEMAND IS THROUGH THE ROOF; MANY TRAVEL CORPORATIONS ARE STRUGGLING TO RAMP UP NEW RESERVATIONS AGENTS AS THEY CANNOT KEEP UP WITH THE NUMBER OF TELEPHONE CALLS THEY ARE RECEIVING DAILY. AFTER A YEAR-AND-AHALF-LONG WAIT, THIS IS A GREAT PROBLEM TO HAVE. THINK WE WILL SEE RECORD NUMBERS OF PEOPLE TAKING THAT BUCKET-LIST VACATION IN 2022.”

Jackie Day, strategic accounts manager for The Travel Corporation

“For me, I feel that my clients are going to want personalized in-destination service, private and exclusive transfers, a tour guide and driver who can be contacted via cell or text and who know the ins and outs of my clients’ destination, a person or leader who is solely focused on my clients and their traveling companions.

Private villas, smaller ships, fewer options that involve more people seem to be the trend for 2022. I also have clients who want to reconnect with family in smaller venues and clients who want to travel with the new friends they made whether in-person or online during COVID. 2022 will be a boom for business but only if I want it to be. Some of my agents may go back to bookings as usual but some may want to concentrate on a more dynamic subset of clientele. In 2022, new clients will find us, we just have to decide the type of business we want to book. We learned more in 2020 than we did in the previous 20 years. I hope we all use what we learned for a better future moving forward.”

Bill Coyle, manager of Encompass the World Travel

“2022 travel is shaping up to be the year of the luxury traveler for our agency. We are seeing clients booking butler suites, private tours, fast-track airport packages and overthe-water bungalows at an unprecedented level. Clients are wanting to pamper themselves and are willing to pay for bucket-list services and destinations.”

Jennifer Gabriel and Yvette Shaqir, partner and owner of Boutique Travel & Honeymoons Inc.

“Travel in 2022 will be more exciting and better than ever. Customers are realizing the value of a travel designer, and this will be an amazing re-imagination of the travel industry. Destinations will once again open the doors for travelers to rediscover the world of travel once more.”

Sam Yaffe, co-founder of Crafty Getaways

“I BELIEVE IN 2022, WE WILL SEE AN INCREASE IN BUCKET-LIST TRIPS. CLIENTS’ SPENDING WILL BE INCREASING AS THEY NOW KNOW WHAT IT FEELS LIKE TO NOT HAVE ANY CONTROL OVER THEIR LIFESTYLE AND TRAVEL. FOMO IS IN THE FRONT OF EVERYONE’S MINDS AFTER THIS LAST YEAR. THEY WILL WANT TO LIVE EVERY MOMENT EXPLORING THE WORLD.”

Jennifer Pearce, CTA and owner of Skyline Travel

“I believe we will continue to see a strong comeback in 2022, especially for Europe and cruises. With the comeback, more people will be turning to travel advisors for help with navigating COVID protocols. I think the future is very bright for travel advisors and now is a good time to gear up with staffing to be ready for the continued increase in demand.”

Amy Burbank, travel advisor and owner of Purple Palm Vacations

“We’re extremely enthusiastic about the remainder of the year and into 2022. There’s so much pent-up demand for travel and enjoying these experiences that so many of us missed. With cruising finally making its comeback in the U.S., Virgin Voyages is looking forward to welcoming Sailors on board for the vacation of a lifetime.

John Diorio, associate vice president –North American sales for Virgin Voyages

“IT IS AN EXCITING TIME RIGHT NOW AS THE WORLD REOPENS. TRAVEL ADVISORS ARE IN FOR A BUSY YEAR AS OUR JOB DESCRIPTIONS AND RESPONSIBILITIES HAVE CHANGED THE LAST 18 MONTHS. WE WILL BE DEALING WITH A VARIETY OF EMOTIONS FROM OUR CLIENTS, BUT I THINK THE MAJORITY OF TRAVELERS ARE GOING TO BE MORE GRATEFUL FOR TRAVEL OPPORTUNITIES THAN EVER BEFORE. I KNOW MY MINDSET HAS DEFINITELY CHANGED AS WELL. WE ‘GET’ TO TRAVEL. I HAVE NOTICED THAT FAMILIES AND COUPLES ARE SEEKING MEMORABLE AND LIFE-CHANGING EXPERIENCES THAT THEY CAN CHERISH. WE WILL NEED TO PRIORITIZE EDUCATING AND MANAGING EXPECTATIONS AS WE GUIDE CLIENTS AND NARROW DOWN THE BEST CHOICES FOR THEM.”

Katie Kapel, owner and founder of Mode Travel Agency

Inc.

“TRAVEL IS BACK! WE ARE ALREADY SEEING AN UPTICK IN TRAVEL PURCHASES; OUR FUTURE LOOKS BRIGHT. THE PANDEMIC TAUGHT THE REST OF THE WORLD WHAT WE ALREADY KNEW, AND THAT IS THE VALUE OF USING A TRAVEL ADVISOR. WE’RE SEEING THAT TRAVELERS ARE SPLURGING ON REVENGE VACATIONS, [AND] OUR FEAR IS THAT THE DEMAND WILL OUTPACE THE SUPPLY, SO OUR ADVISORS HAVE BEEN BUSY BOOKING THOSE FUTURE TRIPS TO ENSURE OUR TRAVELERS DON’T MISS OUT ON ANOTHER YEAR’S VACATION.”

Michelle Fee, CEO and founder of Cruise Planners, an American Express Travel representative

“More and more people are seeing the true value in seasoned travel advisors along with the priceless knowledge and connections we provide to travelers. Our clients at Greater Pittsburgh Travel are booking further in advance and ready to plan for bucket list-type vacations. The demand for FIT European adventures, river cruises and various types of group travel in 2022 is significant as travelers are ready to see the world after being stuck at home and eager to reconnect with family and friends.”

Lindley Diecks, vice president and travel specialist for Greater Pittsburgh Travel

Destination NEXT

WORDS / JENNA BUEGE

U.S. Port Cities: Start their vacations early

(and make money doing it).

WHAT’S BETTER THAN ONE VACATION? TWO VACATIONS. THAT’S RIGHT, PORT CITIES MAKE FOR THE PERFECT PRECRUISE GETAWAY FOR TRAVELERS GETTING READY TO EMBARK ON THE OPEN SEAS. HELP YOUR CLIENTS GET THE MOST OUT OF THEIR TIME AWAY FROM HOME WITH A VISIT TO ONE OF THESE THREE TOURISM HOT SPOTS THAT ALSO HAPPEN TO BE HOME TO SOME OF THE BUSIEST CRUISE PORTS IN THE NATION.

Port of Miami

Sunny Miami is beckoning with its worldfamous beaches, flavorful Latin American food and wild nightlife. Book a few extra days and you will find that an extended stay in the Magic City with a side of tan lines and vitamin C is just what the doctor ordered.

Where to stay:

From beach clubs to motels, Miami has an endless array of lodging options. If you’re

looking to save some cash, check out Days Inn by Wyndham Miami Airport North, a classic hotel offering free transportation to and from the airport and an Olympic-size swimming pool. For a more beachy option, visit Royal Palm South Beach Miami, a Tribute Portfolio resort or go full luxury at Casa Marina.

Where to eat:

One of the best foodie cities in America, Miami has no shortage of tasty temptations

to whet your appetite. For a quick bite to eat, check out the Atlantis Cafe, a family-owned establishment serving up scrumptious Cuban and Latin food. If it is award-winning Mexican food that you crave, look no further than PEZ, a classy establishment with everything from guacamole to oysters. Or, for an unforgettable evening out on the town visit KYU, the wood-fired Asian-inspired restaurant located in the heart of Miami’s bustling art district, Wynwood.

Can’t-miss experiences:

Of course you’ll need to visit the beach, but is it relaxation or a party that you seek? Nikki Beach ranks among one of the best beach clubs in the area with its bumpin’ Tiki bars and cabanas, while 21st-45th Street Beach is a cute local spot that’s perfect for low-key sunbathers and beach bums. After a day in the sand, visit Wynwood Walls to admire beautiful street art or head to Collins Avenue to keep the party going all night long at fabulous bars and nightclubs.

Port of New Orleans

Historic New Orleans has a way of transporting you to another land where jazzy street performers play amongst Voodoo shops and dive bars and travelers admire metal gas lamps mounted beneath the colorful French-inspired architecture.

Where to stay:

For a stay that emulates the charm and flair of the French Quarter, book a night at Hotel Vinache, a boutique hotel nestled between NOLA’s theater and central business districts with delightful on-site culinary options and downright lovely decor. If your budget is set to luxury, The Roosevelt New Orleans, a Waldorf Astoria Hotel is an ideal offering that radiates timeless elegance and Southern

hospitality. Or, for a quick and affordable stay, Trident Inn & Suites has all of the simple accommodations one might need for an adventure in the Big Easy.

Where to eat:

While there may be a long line, it would be remiss not to sample the powdery-goodness that are the legendary beignets served at Cafe Beignet. Grab an order of these tasty treats upon arrival before exploring the rest of the Quarter. Then, for a brunch buffet not to be missed (we’re talking homemade fried chicken, mac and cheese, bread pudding and more) or some good old-fashioned soul food, make your way to Li’l Dizzy’s Cafe, a local favorite located just a short jaunt north of the Quarter.

To end the night feeling lively and high-spirited, visit Effervescence, a glamorous Champagne bar that offers bubbles and bites.

Can’t-miss experiences: Kick off your day at the National WWII Museum, a massive space dedicated to sharing the story of the American experience in the war. After a few hours of history, take a self-guided tour through the nearby Garden District, a neighborhood of historic homes, some of which were featured in popular TV shows like American Horror Story. To end the day, make your way back to the French Quarter and listen to some live jazz music before joining a local ghost or vampire tour for a good scare.

Port of Galveston

Did you know that Texas has islands? Located in the Gulf of Mexico, Galveston Island is one of the Lone Star State’s most popular getaways. Plan an extended stay in this unique city to experience the history, beaches and fun for yourself.

Where to stay:

The newly renovated Hilton Galveston Island Resort is a favorite among travelers thanks to its exceptional accommodations and facilities. Enjoy the resort’s on-site fitness center or enjoy a few drinks at the swim-up pool bar and grill. Best Western Plus Seabrook Suites is a top-rated budget option that’s popular for its corporate business center and fresh morning breakfast. Or for a more premium stay, visit HarborWalk Lodge on the Bay, a 4.8-star bed and breakfast with premium offerings such as memory foam beds and smart TVs.

Where to eat:

Ask any local and they will point you toward Rudy & Paco Restaurant and Bar for the finest of fine dining in Galveston. Serving grilled seafood and juicy steaks with a hint

of South and Central American flavor, this restaurant’s friendly staff and wonderful presentation add to the romantic ambiance. For a more laid-back experience, Los Compas Taqueria & Mexican Restaurant is sure to serve some of the most drool-worthy Mexican food you’ll ever have the pleasure of sampling, and the Shark Shack Beach Bar and Grill offers some of the best burgers in the area.

Can’t-miss experiences:

Moody Gardens is a good place to kick off your adventure; you’ll recognize the gardens immediately as the three giant glass pyramids just west of the port. Each pyramid has a different theme — aquarium, rainforest and theater — in addition to a number of other on-site activities like golf and zip lining. History buffs will want to take some time to enjoy Galveston’s famous mansions including the Moody Mansion and the Bishop’s Palace, both of which date back to the 1800s. After enjoying a blast from the past, check out the Galveston Pleasure Pier, one of the area’s most popular attractions with a dozen rides, one roller coaster and a restaurant that overlooks the Gulf of Mexico.

DOMESTIC PORT CITIES TRAVEL ADVISORS LOVE

“My favorite domestic port city is Baltimore! It’s so easy to get to, with convenient parking and check in. I love departing on a cruise and spending the first night cruising the beautiful Chesapeake Bay.”

– Pamela F., Coastwise Travel

“Miami!”

– Tiffany S., Flor de Luna Travel

“Fort Lauderdale. Why? Easy to fly into, many pre-cruise hotels to choose from with airport/cruise transfers.”

– Brenda R., C2C Escapes Travel Agency

“Newark, New Jersey, is my favorite.”

– Delores A., Blue Heaven Vacations

Introducing The Takeoff Travel Stream, your source for streaming news content on VAX, curated just for travel advisors. Whether you have 30 seconds or 30 minutes, catch the stream regularly for the industry updates that matter most to you.

3 Reasons to Tune In

Video content is updated weekly

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Yesterday’s NEWS

What can we learn from yesterday’s biggest stories in travel?

WORDS / LAUREL DELP

The impact of COVID-related shutdowns to the cruise industry were painful and far-reaching.

The top three cruise companies — Carnival Corp., Royal Caribbean Group and Norwegian Cruise Line Holdings (NCLH) — together lost $20 billion in 2020, and in the first quarter of 2021, another $4.5 billion.

In Florida, where all three companies are based, the cruise industry is a significant source of employment (in 2019, it accounted for approximately 159,000 jobs) and income for the state. In 2018, for example, cruise lines paid PortMiami $77 million and Port Everglades $60 million. (While based in Florida, all three companies are incorporated abroad and don’t pay income taxes, so they were not eligible for government assistance.)

A wave of positivity

Despite the challenges of a global pandemic, there were still bright signs related to consumer demand. Many reservation holders on canceled cruises opted not to take refunds but rather rebook for future cruises, and then rebook again when those were canceled. The cruise lines’ loyal customer bases appeared to be solid. Even the CEOs of Royal Caribbean and NCLH expressed astonishment at how many bookings the companies were racking up in spite of the shutdown. Cruisers, cruise companies and Florida itself were eager to get back to business. By early spring of 2021, the Centers for Disease Control and Prevention had issued detailed requirements for resuming cruising. Despite some frustration at the perceived rigidity of the rules, cruise companies worked to meet them. A key element was to have

Cruise whiplash: Florida vs. the federal government on COVID-19 restrictions.

95% of the passengers and 98% of the crew fully vaccinated. With the approval of the CDC, test cruises were scheduled.

But then, confusion reigned.

On April 8, Florida Gov. Ron DeSantis sued the federal government and the CDC in an effort to cancel all restrictions on the cruise industry. “We were basically saying, like honestly, just let them sail,” DeSantis told the press.

Texas and Alaska joined the suit. On May 3, DeSantis went further and signed a bill prohibiting “vaccine passports,” adding a $5,000 fine for each passenger a cruise line required to show proof of vaccine.

By then, cruise companies had already been announcing proof-of-vaccine requirements. They were following CDC regulations. They were planning Florida departures. But now, they would need to find ways to protect themselves and their passengers from the federal and state requirements at odds with one another.

Another challenge for the industry

Following DeSantis’s lead, Gov. Greg Abbott of Texas signed a bill denying licenses to companies asking for proof of vaccines, potentially affecting cruises departing from Galveston. “Texas is open 100% without any restrictions or limitations or requirements,” he announced. There were no fines mandated, and cruises leaving Texas have

continued asking for proof of vaccines.

But in Florida, the drawback to commerce winning over caution is that cruise lines are put in a precarious position. While they’ll comply with Florida law, no company can afford a repeat of the disastrous coronavirus outbreak of 2020.

Alone in bucking the Florida law, on July 14th Norwegian sued the Florida Surgeon General, stating that “as it prepares to set sail from Florida, NCLH will find itself either on the wrong side of health and safety and the operative federal legal framework or else on the wrong side of Florida law.” The statement added that NCLH might be forced to abandon Florida.

As of this writing, there’s been no settlement.

A few days later, as the delta variant spread, the 11th U.S. Circuit Court of Appeals sided with the CDC against the suit brought by Florida — then, less than a week later, reversed itself, stating that the CDC couldn’t impose rules on cruise ships in Florida.

If any cruise executives suffered whiplash, it was no surprise.

As it stands today, cruise lines continue to ask for proof of vaccinations from all passengers over age 12 — except in Florida. Most ships will hand out bracelets identifying passengers’ vaccine status. Unvaccinated guests embarking in Florida will be required to be tested at their own expense and to show proof of travel insurance that includes coverage for coronavirus. They will be refused access to certain areas of the ships, to some specialty restaurants and to some expeditions. On Crystal’s Serenity, unvaccinated guests can only dine in designated areas, may not be allowed to disembark at certain ports, and cannot attend some of Crystal’s signature events.

“The past 17 months have certainly been challenging, but it’s so satisfying to see our guests relaxing and reconnecting,” says Vance Gulliksen, senior public relations manager for Carnival Cruise Line. “We resumed operations July 3, with additional ships starting in August. By October, 15 ships — roughly half of our fleet — will be sailing.”

OUR BELOVED FLIPPERED FRIEND ANSWERS YOUR VAX QUESTIONS.

You asked: How can I book a pre- or post-cruise hotel and car without having the hotel or car for the duration of the trip?

Maxwell says: This is easier to book than you think! To book pre- and post-cruise vacations you start by using the Multiple destinations radio button on the Advanced Search page when beginning the booking. For the pre-cruise portion, enter the city you would like the hotel and/or car in and choose the number of nights the traveler will be in that city and add the number of nights the traveler will be on the cruise. If you have a 5-night cruise with 2-night hotel stay prior, you would set the number of nights to 7. From there you will expand the Additional Hotel Options panel and adjust the Check out date field to the date the traveler is departing on the cruise. For the post-cruise portion of the vacation, you will start by entering the city of their post-cruise stay, the date they are arriving in that city and the number of nights they will be there. You’ll also need to expand the Additional Hotel Options panel here to make sure the Check in date and Check out date fields match the post-cruise portion of the stay. After entering this information, begin your search and you’ll be brought to the itinerary summary where you can expand the Rental Cars panel, choose your Pick up and Drop off locations and the dates your traveler needs a car for the pre- and post-cruise portions of the vacation.

You asked: You have cruise content on VAX?

Where can I find it?

Maxwell says: I won’t tell you it makes me sad that you didn’t already discover this so just ignore the little frozen tear on my cheek. We have some amazing cruise content to help you stay connected to cruise happenings! Under Reservations in our main navigation, you’ll find a cruise category that features some of the latest cruise offers and other resources that will help you sell cruise vacations. The Suppliers menu in our navigation will lead you to the cruise supplier showcases on our site. This is where the participating cruise lines connect you to their team, marketing materials, offers and anything else you might need to become an expert on their brand. One of my personal favorite places to find cruise content is The Compass. In fact, the Making Waves category on The Compass is dedicated to cruise content that you can share with just one click. Make my heart whole again and go check all this content out.

You asked: Can I book travelers coming from two different origins into one shared hotel room?

Maxwell says: Some of the tour operators on VAX do allow

you to book travelers into one hotel room when they are arriving from different origins. Start on the New Reservation page and after selecting your preferred supplier, you will need to look at the Package Type drop-down menu for the Multiple Origin Air –Shared Hotel option. You can even use this option if only some of the travelers are flying and others may be driving to the destination. You’ll then want to proceed with booking the first traveler’s air portion of the vacation. When you begin your search, you’ll notice the Itinerary Summary does not have air selections defaulted. You’ll want to expand the Outbound Flights and Return Flights panels to choose the best flights for the first traveler. Complete the air booking for the first traveler and then you will see a green button labeled Add Party , which will allow you to enter the search parameters for the next traveler. After you check out the second traveler’s air, the reservation will show a separate tab for each traveler’s air. Use the Add Party button again to add the hotel portion of the vacation package. Make sure you change the number of travelers to the total number of people staying in the hotel room when you begin your search for hotels. After selecting your hotel, you will also have the opportunity to add any other activities or features you would like to include in the package. To see more detailed instructions (including visuals) to guide you through booking this type of package, use the search bar above the navigation on VAX and search for Multiple Origin Bookings.

VAX VacationAccess has always had one ambition:

to make travel advisors’ lives easier and provide a platform for them to succeed. In no time, VAX became a household name in the travel advisor community, and as some may call it, their very best friend. Now boasting a community of 100,000+ leisure travel advisors, VAX has established its title as the award-winning leisure travel marketplace.

But you don’t have to take our word for it. We are proud to have won coveted industry awards for the many facets of VAX: our industry-leading booking engine technology, our marketing resources, our travel advisor education and even our presence in print. We’re always striving to give our travel advisor users the best and to keep our winning streak alive.

Travel Weekly Magellan Awards

Gold Award

Booking Interface

Education Program

Travel Agent Only Website

Marketing Website Overall

Marketing Campaign

Silver Award

Travel Agent Only Website

Marketing Campaign

Trip Planning

Booking Interface

Web Marketing/Advertising

Promotional Video

Educational Program

Association of National Advertisers (ANA) B2 Awards

Silver Award

Travvy Awards

Best Travel Technology Provider

Best Travel Agent Reservation System

Best Travel Planning Technology

Travel Weekly Readers Choice Award

Best Travel Technology Provider

Nexion Awards

Best Technology/Booking Tool

Content Marketing: Magazine (Print or Digital) Category

The Compass CROSSWORD

THINK YOU KNOW THE CRUISE-ABLE RIVERS AND OCEANS AROUND THE WORLD? HINT: MOST ANSWERS ARE ONE WORD UNLESS THE CLUE SAYS

Across

5. You can cruise through this canal that’s named for the country it’s located in (that spans both Central and South America)

8. Is this a European sea or a hearthealthy diet?

10. A cruise around Hawaii puts you in this major ocean

11. This body of water in Alaska is also a national park and preserve (two words)

13. Explore Paris and northern France on this river

14. The world’s second-largest ocean

17. Cruise around this chilly island country and you’ll sail through the Greenland Sea, the Norwegian Sea and the Atlantic Ocean

18. A slithery river in the Pacific Northwest

19. Head to Seattle to cruise the ______ Sound

20. Take a paddlewheeler on this river with a short name that’s also a U.S. state

21. This European river flows through Germany and is also a type of wine

Down

1. Galveston is the oldest port on the Gulf of _______

2. Cruise from Quito, Ecuador, into the Pacific Ocean to loop around this pristine archipelago explored by Charles Darwin (two words)

3. A cruise around South Africa will likely start in this coastal capital city (two words)

4. This historic river in France and Switzerland flows through the Alps and has just one letter different than 21 across

6. This sea touches Italy on one side and Croatia on the other

7. The second-longest river in the U.S. that also shares a name with a state (and make sure you spell it right)

9. The longest river in the European Union

12. On a cruise on the Adriatic Sea, you’ll likely visit this island, the largest of the Greek islands

15. This smaller sea touches the coasts of Mexico, Cuba, Colombia and many islands in the region it’s named for

16. A two-word body of water off the coast of Massachusetts

Find the answers at vaxvacationaccess.com/ thecompasscrossword.

“With every drop of water you drink, every breath you take, you’re connected to the sea.”

Dr. Sylvia Earle Oceanographer, marine biologist, author and National Geographic Society Explorer-in-Residence

ONE

VAX VacationAccess is the award-winning leisure travel marketplace that brings together 120,000 travel advisors with 50+ leisure-focused travel suppliers. It’s the premier platform for leisure travel advisors to expertly research, market and sell vacations to their clients.

With 20 years of travel technology innovation, Trisept Solutions has earned the loyalty of the biggest names in the travel. We provide tailored solutions for every sector of the travel industry. Let our team of travel innovators build your bigger future.

Synapse enables travel sellers to synchronize omnichannel distribution, supplier connectivity, customer service and back-office functions on one secure and seamless platform. The enterprise operating platform delivers innovative merchandising solutions for airlines, hotels and resorts, destinations, theme parks and other travel merchants.

triseptsolutions.com

VAX DIY

VAX is more do-it-yourself than you think!

Did you know you can make changes to reservations, resend itineraries, refine searches to find specific availability and more on your own, right on VAX?

No need to call your supplier’s customer care center and wait on hold. Review our top do-it-yourself VAX tips and get step-by-step guidance for making these changes on your own.

Retrieving & Sharing Reservation Details

Using the Hotel Filters

Changing Passenger Info

Changing Travel Components

Adding Features and Transfers

Visit vaxvacationaccess.com/vaxdiy to get started!

Submitting Special Service Requests