THE OFFICIAL MAGAZINE OF THE CRUISE INDUSTRY FOURTH QUARTER 2016
BACKSTAGE PASS TO CRUISE INDUSTRY’S INNER WORKINGS COVERAGE OF 23RD ANNUAL FCCA CRUISE CONFERENCE & TRADE SHOW, INCLUDING INPUT FROM CRUISE LINE CHAIRMEN, PRESIDENTS & COOS
MORE IN STORE AT NEXT YEAR’S EVENT IN MERIDA, MEXICO
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INSIDE Fourth Quarter 2016 www.travelandcruise.com
ON THE COVER
THE OFFICIAL MAGAZINE OF THE CRUISE INDUSTRY FOURTH QUARTER 2016
BACKSTAGE PASS TO CRUISE INDUSTRY’S INNER WORKINGS COVERAGE OF 23RD ANNUAL FCCA CRUISE CONFERENCE & TRADE SHOW, INCLUDING INPUT FROM CRUISE LINE CHAIRMEN, PRESIDENTS & COOS
MORE IN STORE AT NEXT YEAR’S EVENT IN MERIDA, MEXICO
DEPARTMENTS 07, 09
Faces in the Industry
Travel & Cruise Magazine © 2016. All Rights Reserved. Reproduction in whole or in part, in any form, electronic or otherwise, without written permission of the FCCA is prohibited. To subscribe or change your address, please send requests to email@example.com Florida-Caribbean Cruise Association (FCCA) 11200 Pines Blvd., Suite 201 Pembroke Pines, FL 33026 Phone: (954) 441-8881 Fax: (954) 441-3171 Published by:
In Partnership with:
The information in this publication is provided “as is.” FCCA, CLIA and its Member Lines disclaim all representations and warranties, expressed or implied, with respect to any information, services, products and materials contained herein. FCCA, CLIA and its Member Lines will in no event be liable for any damage or losses as a result of your use of this publication.
Features LET’S GET TECHNICAL 10 Cruise Industry Brass Rings Ways to Improve Business for Destinations and Stakeholders FCCA Member Line presidents, chairmen and COOs reveal the industry’s present and future and how stakeholders can take advantage of the immense potential 17 Cruise Lines Source Business and Build Understanding through FCCA Purchasing Initiative Cruise lines want to source more supplies from local destination businesses, and the FCCA delivers a fresh opportunity 20 A Workshop in Prevention – Planning for an Event We Hope Never Comes Bud Darr, CLIA’s SVP of technical and regulatory affairs, gives an inside look to the safety and security workshop at the FCCA Cruise Conference & Trade Show MEETINGS & EVENTS 22 New Features Spark New Business and Relationships at the 23rd Annual FCCA Cruise Conference & Trade Show A thousand attendees and 100 cruise executives joined in San Juan for the usual meetings, workshops and networking opportunities, plus new features to increase mutual success 26 Travel Agent Destination Summit in Puerto Rico
28 Certified Cruise Counsellor (CCC) Event in Boston 30 Deserving Children Receive Cheer, Presents and Festivities through the FCCA Foundation Holiday Gift Project More than 9,000 kids from 44 countries had something to celebrate because of the FCCA Foundation, Member Lines and destination partners ON BOARD 32 Cruise Lines Help You Maintain Your Health While Cruising Donnie Brown, CLIA’s director of Environmental & Health, shares some cruise industry best practices leading to happy and healthy cruisers 34 Royal Caribbean’s New Ships Will Ride the Wave of the Future 34 Carnival Corporation to Build Three New LNG-Powered Cruise Ships 35 MSC Cruises Celebrates Present and Future of Its Meraviglia Generation ON LAND 36 How to Guide More Shorex Business: Cruise Execs and Top Tour Operators Tell All Cruise executives and tour operators tell the keys to success at the FCCA Cruise Conference & Trade Show
Fourth Quarter 2016 | Travel & Cruise | 3
44 Features 38 FCCA, Aquila Center for Cruise Excellence and Aon Risk Solutions Partner on Frontline Training Enhancing a destination’s passenger experience is easier than ever, explains Aquila President Beth Kelly Hatt ON LAND: THE CARIBBEAN & THE AMERICAS 40 Holiday in the Sun: Plan Your Winter Cruise Escape to Grand Cayman 44 New and Noteworthy Reasons to Make It Martinique 48 San Juan’s Pier 3 to Further Enhance Passenger Experience 48 New Grand Opening of MSC Cruises’ Ocean Cay MSC Marine Reserve
49 Carnival to Launch First LNG-Powered Cruise Ship Based in North America
Cruise360 Australia Wrap-Up!
ON LAND: EUROPE, MIDDLE EAST & AFRICA 51 Three Key Learnings from the 2016 Port & Destination Summit in Tenerife
MEMBERS & TRAVEL AGENTS 58 The Top 3 Ways to Make the Most of Wave Season Charles A. B. Sylvia, CLIA’s VP of membership and trade relations, tells how to hang ten in wave season
52 Why There Has Never Been a Better Time to Take a European Ocean or River Cruise
60 Which Certification is Right for You? With completely renewed certification programs, CLIA clarifies which could best benefit you
ON LAND: ASIA & AUSTRALIA 54 Cruise Industry Value Booms Down Under as Nearly 1 in 20 Aussies Go Cruising New CLIA Australasia report touches on the growth and potential in the market with the highest penetration rate
FACES IN THE INDUSTRY 66 Adam Goldstein to Become FCCA Executive Committee Chairman
Fourth Quarter 2016 | Travel & Cruise | 5
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:::: PRESIDENT’S LETTER: FCCA
“Growth is never by mere chance; it is the result of forces working together.”
EXECUTIVE COMMITTEE Micky Arison FCCA Chairman, Chairman Carnival Corporation Michael Bayley President & CEO Royal Caribbean International Adam Goldstein President & COO Royal Caribbean Cruises Ltd. Karl L. Holz President Disney Cruise Line Richard E. Sasso President MSC Cruises (USA) Inc. Andrew Stuart President & COO Norwegian Cruise Line
FCCA STAFF Michele M. Paige President Adam Ceserano Senior Vice President Terri Cannici Vice President, Operations Omari Breakenridge Director, Communications & Design Carlos Santamarina Director, Membership Events & Programs Justin Paige Manager, Communications, Marketing & Research Jessica Lalama Executive Assistant
–JAMES CASH PENNEY Michele meeting with Carlos Joaquín González, Governor of Quintana Roo, Mexico.
WITH A NEW YEAR around the corner, we are prompted to reflect on the past and look to
the future, focusing on successes and failures, strengths and weaknesses. Hopefully you see mostly successes and strengths and can further develop them; after all, even the strongest muscles grow with new exercises. However, keeping our weaknesses in sight and building them into strengths is equally important. Of course, true progress comes not through sudden, drastic change, but through longterm planning and adaptation, along with constant innovation and improvement. The cruise industry continually proves and upholds these principles, and the FCCA helps stakeholders apply them through partnerships and inside access and knowledge to the industry’s innerworkings. The FCCA offers this through its numerous events, access to Member Lines and their executives, up-to-date information and trends, and much more. You can read about some of these resources and opportunities in this edition of Travel & Cruise, such as the 23rd annual FCCA Cruise Conference & Trade Show, which took place in San Juan, Puerto Rico from September 27-30 and had these objectives in mind with its meetings, workshops and networking opportunities. Articles in this magazine shed the light on some of this insight, with a behind-the-scenes look at some of the workshops, including the Roundtable featuring FCCA Member Line presidents, chairmen and COOs. This edition also highlights new FCCA initiatives that will further develop strength and partnerships, such as the Purchasing Initiative, along with a new training program in partnership with Aquila Center for Cruise Excellence and Aon Risk Solutions. Plus, this issue celebrates the giving nature of partnerships through the FCCA Foundation’s 20th annual Holiday Gift Project and delivered 9,000 gifts and smiles to underprivileged children throughout 44 Caribbean, Mexican and Latin American destinations. So take a minute to learn some of what the FCCA and its partners can offer to help you build strength, even from weakness, and think about how the FCCA can help you grow stronger.
Vanessa Gutierrez Administrative Assistant
Michele M. Paige President FCCA
Fourth Quarter 2016 | Travel & Cruise | 7
QUÉBEC CITY CRADLE OF FRENCH AMERICA
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As a UNESCO WORLD HERITAGE SITE, Québec City will immerse you in its effervescent culture, rich history and creative fine dining. Experience the great outdoors and breathtaking landscapes, only minutes away. Come and share the joie de vivre of the friendly locals, who are just waiting to warmly welcome you!
You’ve never experienced
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Waterfall grandeur Discover the inspiring beauty and mythical legends of Parc de la Chute-Montmorency.
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© Jeff Frenette Photography
© Jeff Frenette Photography
quite like this!
Gourmet pleasures Québec City’s food scene blends tradition with the latest culinary trends for unforgettable feasts.
Enjoy hiking, zip lining and a via ferrata at Canyon Sainte-Anne, located just outside the city.
Quintessential Québec City Stroll and shop on Rue du Petit-Champlain, named the Best Street in Canada.
CANADA Québec City
Boston New York
Start your journey in Québec City!
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Your next Canada/New England cruise will take you to places you’ve never been before.
:::: PRESIDENT’S LETTER: CLIA
CLIA GLOBAL EXECUTIVE COMMITTEE Adam Goldstein CLIA Global Chairman President & COO Royal Caribbean Cruises Ltd Micky Arison Chairman Carnival Corporation Frank J. Del Rio President and CEO Norwegian Cruise Line Holdings Ltd. Arnold Donald President and CEO Carnival Corporation & plc. Richard D. Fain Chairman and CEO Royal Caribbean Cruises, Ltd. Karl L. Holz President Disney Cruise Line and New Vacation Operations, Walt Disney Parks & Resorts Manfredi Lefebvre d’Ovidio Chairman Silversea Cruises Group Pierfrancesco Vago Chairman, CLIA Europe Executive Chairman MSC Cruises
CLIA STAFF Cindy D’Aoust President & CEO Tom Fischetti Chief Financial Officer Bud Darr Senior Vice President, Technical and Regulatory Affairs Mike McGarry Senior Vice President, Public Affairs & Government Relations Caroline Johnson Senior Vice President, Membership Operations
WELCOME TO THIS EDITION of Travel & Cruise, the official magazine of the global
cruise industry. We continue our commitment to creating a platform that delivers relevant content to our collective membership and that complements ongoing training and events offered by CLIA. The past few months have seen the launch of a diverse schedule of events, including some new ones. We produced our first joint effort, the Travel Agent Destination Summit, with the Florida-Caribbean Cruise Association (FCCA). This educational program, held in September in beautiful San Juan, was a resounding success. The format offered our members another opportunity to engage with and learn from industry leaders, spend time with destination experts, conduct an extended ship inspection, and enjoy the Puerto Rican hospitality at lively functions. Attendees earned a Meetings & Event Certificate and were also the first to earn CLIA’s new Specialty & Boutique Cruise certificate. We also launched our inaugural Certified Cruise Counselor (CCC) Event in September. This two-day, members-only event hosted by CLIA’s Executive Partner, CruisePort Boston, included training, activities and a ship inspection of Royal Caribbean’s beautiful Anthem of the Seas. And on September 20, we hosted our third annual Port & Destination Summit held in Santa Cruz de Tenerife, Spain. The 225 delegates from the global cruise industry, along with more than 45 cruise line executives, enjoyed networking, business meetings and high-level discussions that included active dialogues on topics crucial in the industry. There has never been a better time to cruise, and in this issue of Travel & Cruise we share information highlighting the many corners of the world a cruise vacation can take you. Not only does cruising let travelers experience and enjoy amazing destinations, but it also allows families of all ages to create memories of a lifetime. Travel agents play an integral part in this. At CLIA we continue to work on new partnerships and collaborate so our ‘One Industry, One Voice’ philosophy is at the core of what we do. Ensuring that cruising is the first vacation choice and best one for travelers to take, regardless of where they depart from is also important. Best,
Cindy D’Aoust President & CEO
Fourth Quarter 2016 | Travel & Cruise | 9
LET’S GET TECHNICAL ::::
“…as we’re growing in the Caribbean, we can be growing other parts of the world…” –MICKY ARISON, CHAIRMAN, CARNIVAL CORPORATION & PLC
Left to right: Adam Goldstein, President & COO, Royal Caribbean Cruises Ltd.; Christine Duffy, President, Carnival Cruise Line; Michele M. Paige, President, Florida-Caribbean Cruise Association; Orlando Ashford, President, Holland America Line; Micky Arison, Chairman, Carnival Corporation & plc
Cruise Industry Brass Rings Ways to Improve Business for Destinations and Stakeholders
aribbean cruising is firing on all cylinders, with strong demand and products, but destinations and stakeholders must remain proactive, especially in the wake of rising global competition, rang cruise industry brass at the FCCA Cruise Conference & Trade Show Roundtable. Cruise line presidents, chairmen and COOs gathered on the grand stage to share the current and future state of the industry, along with their insight and lessons to help improve business for Conference attendees— private and public cruise tourism stakeholders mainly from the Caribbean and Latin America. Citing a six percent growth expected for the Caribbean next year, Micky Arison, 10 | Fourth Quarter 2016 | Travel & Cruise
Carnival Corporation & plc chairman, told, “there’s no question the yields have been strong…We’re very pleased with our bookings in the Caribbean over the last 12-18 months.” “We continue to see strong demand [in the Caribbean],” shared Christine Duffy, Carnival Cruise Line president, while discussing the work Carnival is doing with its destination partners in preparing for the new Carnival Vista. Stock analysts like to accredit this growth in demand and yield to things like a stronger US Dollar and geopolitical concerns abroad, but the panel pointed out that it boils down to simple fundamental strength of the industry and destinations themselves. “I think that the Caribbean is strong on products,” affirmed Orlando Ashford,
Holland America Line president. “Maybe from time to time other markets have influence on Caribbean growth, but I think that’s secondary,” said Adam Goldstein, Royal Caribbean Cruises Ltd. president and COO. “What’s primary is that this region has so many advantages.” Of course, there are plenty of other drivers, like the shiny, new Carnival Vista and other newbuilds headed to the region. “There will be other ships, and some of those will be coming here….to me that’s the primary growth factor,” continued Goldstein. And Royal Caribbean could make a large wave with some of those ships, especially considering its plans to build a new PortMiami terminal that could handle Oasis-class vessels. “With Miami also having that capabil-
:::: LET’S GET TECHNICAL
ity, we have more flexibility, we have more capacity, we can be more confident about our ability to bring the biggest and the greatest cruise ships into the Caribbean region,” said Goldstein. Other drivers originally disguised themselves as obstacles. Cuba, which once worried most of the destination stakeholders in attendance, was resoundingly called a positive by the panel. Duffy said Cuba is “an opportunity… we know that there’s great interest in people sailing to Cuba,” which she told would “draw more people that may not have otherwise considered a cruise.” Attracting new cruisers is always a positive for both the industry and destinations, with a high conversion rate to repeat cruisers, along with a high likelihood and desire of sampling different destinations, and Duffy also addressed the latter partw of sampling these other destinations, saying Cuba would be “an interesting part of an itinerary.” “Cuba’s adding a lot of energy excitement,” told Ashford, explaining that the energy and excitement “will benefit everyone” because of the extra attention to the Caribbean, along with echoing Duffy’s points about drawing new cruisers and Cuba being just one of the destinations stopped on an itinerary: “some that would not have cruised…will now, and while they’re on that ship, they’re going to see your wonderful destinations.” “I think this makes the Caribbean whole
Puerto Rico’s Convention Center
now,” said Goldstein after explaining that the industry has spent 50 years circling Cuba, which was once the center of Caribbean cruising. He also reinforced the others’ points about the itinerary options, with the ability to “mix and match destination without limitation,” along with the “energy and excitement” that has people “talking more about cruising in the region” and “has got to be positive for the region.” “It will take a long time to develop,” he reminded. “So this isn’t a one-year story… this is something that should be helping the Caribbean for [10-25] years to come.” As for the growth of cruise destinations and regions across the globe, Golstein affirmed to the audience that it certainly is a “global competition.” “What we see when we’re out there is a lot of state-of-the art thinking, willingness to invest in infrastructure and capacity to support the emergence of cruising as a vacation option in that part of the world.” But he told “the Caribbean and the North American region are completely capable of competing within this global environment,” which requires “attributes that people understand and respond to, that you market well and attract them so that people are as likely as possible to come your way than to go some other way.” With a buoyed confidence in the Caribbean region’s ability to compete because of what he heard in meetings with destinations throughout the Conference, he
“The whole experience, from the minute you leave the ship, has to be engaging…” –ADAM GOLDSTEIN, PRESIDENT & COO, ROYAL CARIBBEAN CRUISES LTD.
said “They seemed to be very switched on to the elements that we have traditionally felt were important in terms of first impression in the destination, new attractions [and] friendliness of service.” “But at the same time, it is a serious competition,” he affirmed. “We’re often talking to quite substantial nations out there with a lot of resources…who believe that cruising will play a reasonably important role in their overall tourism equation.” Ashford focused on another benefit of converting more global cruisers: people from around the globe want to cruise and travel to the Caribbean. “We have strong sourcing from…all around the world…they come to the Caribbean for the same reason that most folks from North America do—the sun, the warmth, the beaches and those types of things.” He also told how destinations can increase this kind of sourcing by knowing “what it is you do very well and communicating that, but at the same time understanding where there’s room for those nuances specific to a specific source market.” An unlikely advantage in this globalization’s impact on the Caribbean was brought to light by Arison. Reminding the audience that the Caribbean capacity increased drastically in 2014, with yields plummeting as a result, he told, “we have to be careful not to overdo it” and highlighted the importance of measured growth. “Fortunately, the industry’s become clearly global…so the same time as we’re growing in the Caribbean, we can be growing other parts of the world as well.” Fourth Quarter 2016 | Travel & Cruise | 11
LET’S GET TECHNICAL ::::
“…how do you tell that story, but still leave room to customize…” –ORLANDO ASHFORD, PRESIDENT, HOLLAND AMERICA LINE
“It’s not a zero-sum game,” agreed Goldstein. “If [the Caribbean] is as competitive as it can be, if the destinations make the investments and the product continues to advance, then it will grow, even if the other areas are growing as well.” So how can destinations and stakeholders stack the deck? It can be as seemingly small as one person, like a tour guide or bartender. “One person can just give you a drink; the other can tell you a story,” told Ashford. “You don’t remember what you ordered. You remember the story. You created an affinity or connection…That’s what this is about…deliver[ing] the maximum experience for something as simple as a tour or delivering a drink…the better you are at that creates a competitive advantage.” “I think the basic infrastructure and services, safety and security, cannot be overlooked…that is a very critical priority for us,” shared Duffy, mentioning the importance of working with the cruise lines and the FCCA for those initiatives. “Two things for sure are variety and authenticity,” said Goldstein, telling this to be essential “as we move forward and as each destination thinks about its brand and what it wants to be known for and how it wants to differentiate itself from the other destinations around it…push the boundaries in what you’re capable of offering and be as authentic as you can be to reflect the attributes of your destination.” And cruise lines know a thing or two about creating brands and understanding the brand’s “personality as it relates to their core guest and making sure that the product speaks to the personality of that guest… and making sure there’s some distinction,” according to Ashford. For Holland, that meant tapping into its 140-year history and its guests’ interest to not just deliver its traditional good food, music and wine, but also to “elevate the story” with partnerships like BB King’s Blues Club that “invite people that maybe did not cruise at 12 | Fourth Quarter 2016 | Travel & Cruise
all or did not cruise with us.” Destinations can do the same thing, affirmed Ashford. “Each island, each port has something that’s special and unique about it…assets with rich history, a legacy and things that you do really well. So how do you enable and protect that, but also create some energy in the story so it’s a reach out…how do you tell that story, but still leave room to customize for the different guests that you’re trying to approach and interest?” “What we look for when we think about how we can make the Caribbean more attractive to our guests…[is] how do we satisfy [their] desire to learn and explore?” Ashford explained this desire to learn and explore is at the heart of Holland’s core cruisers and that he had already met with Conference attendees to discuss customized products to satisfy this desire. Royal Caribbean International focuses on family travel and active excursions for high-energy guests, told Goldstein. “But even in that mix, there’s plenty of people looking for interesting insights into the culinary offerings…or certain types of shopping experiences,” along with suite guests, who might travel on more luxury lines as a couple but take their families on RCI cruises, with a higher budget and wanting “something that’s not cookie cutter…that they feel is designed for their interests.” He told it was important for destinations to have this “ability to cater to an array of guests seamlessly.” Carnival’s core passenger, mostly North American, already look to the Caribbean, told Duffy. “For our guests…a fun-in-thesun vacation is what they’re looking for… and the destinations in the Caribbean and Mexico are for that.” But it’s not as easy as just waiting for guests to come, which is why she stressed the need for innovations and enhancements to attract new guests and satisfy repeat guests. On Carnival’s end, that means bringing new experiences onboard to match their cruisers’
demographics, such as the new Build-a-Bear program because of growing family cruising, and Carnival Live! to attract new cruisers, who look at the Caribbean for their first cruise, according to Duffy. “I think in the same way, that’s what we look for from all of our destination partners…keep the experiences new, exciting, different and keep people coming back for that.” On land, Carnival puts in the same kind of effort, like its Cozumel Plus program to keep ships later and offer longer tours, along with the focus to “create unique experiences, particularly for many of the Carnival cruisers who have been to your destinations repeatedly.” Part of this is working directly with Carnival’s destination partners on “ideas that we can create that really take the basic shore excursions to another level, and I think that we’re finding that our guests are willing to pay for those unique experiences that they can’t do on their own,” like a private villa or yacht experience. Not all passengers take shore excursions, of course, and the panel explained the importance of fulfilling this group. Arison shared that some of their most highly rated Caribbean ports are ones developed by Carnival Corporation. “When we develop those ports, we’re thinking about both kinds of customers, those that are buying shore excursions…and the ability to walk off the ship and still have a good time…and that second part is where we tend to have the lowest-rated ports.” “The whole experience, from the minute you leave the ship, has to be engaging for the guest,” echoed Goldstein, telling this to be especially important with the growing number of ships with 4-6,000 passengers. Considering the number and variety of these passengers, ranging from grandchildren to grandparents, contemporary to ultra-luxury, “the array, the diversity, the quality, the seamlessness from the first second of emergence from the ship has to be there,” he continued. And the rewards are waiting for those that capitalize on this equation. “I don’t think there’s ever been a better time in the history of the cruise business than now with the types of guests these ships are bringing…the opportunity is there.
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:::: LET’S GET TECHNICAL
“It’s a very solid base we hope to continue to grow.” –VINA ADAMS, PROCUREMENT MANAGER, FOOD & BEVERAGE, ROYAL CARIBBEAN CRUISES LTD.
Cruise Lines Source Business and Build Understanding through FCCA Purchasing Initiative
he FCCA has increased its efforts to improve cruise lines’ sourcing from local businesses in the destinations they call under the direction of Michael Jones, vice president of strategic operations for Royal Caribbean Cruises Ltd (RCL) and chairman of the FCCA Purchasing Committee, and this was on full display at the FCCA Cruise Conference & Trade Show in San Juan, Puerto Rico. The event’s first-ever Purchasing Initiative put some of these businesses direct to consumer: decision making procurement executives from FCCA Member Lines. The 34 companies from six countries had a top-shelf opportunity to target these executives at exclusive one-on-one meetings and a specialized pavilion at the trade show. Eager to produce fresh business and deliver lessons about how cruise lines source their business, the executives held most of these discussions at the companies’ booths while sampling products, but the input became public knowledge during the conference’s workshop featuring some of the procurement executives. Serving as moderator, Jones opened the workshop by addressing the lobster in the room—how much a company like Royal Caribbean budgets per day for food costs, from breakfasts to buffets and surf and turf in between. Surprising the audience and their guesses of $50-100, the actual amount of $15 served as a reality check of cruise lines’ stringent demands (and difficulties).
“This is very, very good for the passengers, but for purchasing [departments], it’s very, very tough,” Jones told. But he reminded that presents an opportunity for local businesses, with an extra incentive to locally source food, especially produce and dairy, to ensure freshness and cut costs. Vina Adams, RCL’s procurement manager, food & beverage, told that is part of the reason why Royal Caribbean has dedicated itself to developing relationships and business throughout the Caribbean, for instance in Puerto Rico going from buying only fresh produce to soda, beer, water, pasta, bread and other groceries. In the broader Caribbean, Adams also highlighted Royal Caribbean sourcing towels in Colombia and tomatoes in St. Kitts, along with pineapples, leafy greens, mangos, coffee, spirits and wine. And destinations like Puerto Rico, the Dominican Republic and Mexico have become key suppliers. “It’s a very solid base we hope to continue to grow,” she told. “It takes time. Be patient.” Of course, the burden cannot solely fall on the cruise lines. Destinations and businesses must be proactive. Jones shared one way governments can help suppliers, by offering rebates and grouping smaller suppliers into cooperatives with a cost-effective scale. And Adams told how Puerto Rico itself is a prime example. It sent a group of 15 government officials to Miami for a six-hour presentation in Royal Caribbean’s headquarters. After that, RCL was
Fourth Quarter 2016 | Travel & Cruise | 17
LET’S GET TECHNICAL ::::
“Maybe you can bring an answer.” – CARL ROBIE, SVP, SUPPLY CHAIN & LOGISTICS MANAGEMENT, NORWEGIAN CRUISE LINE HOLDINGS
ready and willing to put in the work, including Adams traveling to Puerto Rico six times per year to visit “every single farm.” “It took us two years to set up [the purchasing program] and then, to perfect it, another two years,” said Adams. “It took a solid five years to be where we are today.” Some of the time was spent overcoming challenges specific to cruise industry operations, like Puerto Rico originally not working on weekends when ships turn around. The fulfillment process is a challenge in and out of itself, reminded Paolo Raia, vice president of global strategic sourcing – food & beverage, Carnival Corporation & plc. “There are only six hours to bring on board 15,000 items.” This complexity can be underestimated by suppliers. Eduardo Gonzalez Cid, CEO of Café Azul and FCCA Platinum Member, shared that when Pullmantur looked to source in Mexico, some companies gloated that they supply 90,000 hotel rooms, assuring they could meet the cruise industry’s needs. But those hotel orders can be delivered over a span of days, not a few hours in one day—something those suppliers neglected. “Learn about the industry,” Raia reinforced to the potential suppliers. “It’s really complex.” “Try to understand what we’re trying to solve,” told Carl Robie, senior vice president of supply chain & logistics management for Norwegian Cruise Line Holdings. “Maybe you can bring an answer.” Robie also shared how knowing the industry can give suppliers a leg up on the competition because they can know what cruise lines want, or introduce things that cruise lines never knew they wanted. 18 | Fourth Quarter 2016 | Travel & Cruise
“Provide ideas that help us differentiate our brands. We’re not only competing with the ships, but supply chain plays a very critical role in the success of our brands.” For instance, Robie’s group interfaces with the culinary teams from all of Norwegian’s brands—Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises—to “raise the bar.” And Robie told that some companies or items, such as ones that are handcrafted or all natural, “catch our attention.” Some of the industry’s requirements are more obvious, such as delivering in full quantities, factoring in product capacities, and market storage and perishable dates outlasting the cruise length. “Quality is really important,” said Raia. “From my point of view, it’s the first thing we consider.” And Carnival tests that quality of all products after making a short list of qualified potential suppliers. Raia also touched on innovation, calling it “crucial,” and telling that Carnival invites suppliers to improve the product, which was done when one supplier introduced a better way to brew better coffee on board. Robie showcased safety and security, calling it “paramount” and focusing on the importance of traceability. He also highlighted social responsibility, environmental commitment, quality, innovation and full order fulfillment. Royal Caribbean echoes some of these requirements, sourcing from companies that commit to ethical business conduct, fair labor practices and environment protection, with one notable partnership including World Wildlife Fund and its sustainable seafood procurement.
So is it all worth it? As Robie reminded, cruise line suppliers are rewarded with loyalty. Perhaps this is why suppliers have the same kind of loyalty, as González encapsulated in a story about when he was unable to provide 16,000 yogurts. So he went to every supermarket in Cozumel and Playa del Carmen to buy it at 4.5 cents per unit, despite his price to the cruise line being 3.2 cents. Building these kinds of strong partnerships with the supplier base is important to the cruise industry and why the industry is willing to put in the patience, understanding and trust to develop strong partnerships. Of course, this goes both ways and requires a long-term commitment to service, along with hard work, dedication, perseverance and a strong desire to do business in this sector. These are the qualities and partnership instilled by the FCCA Purchasing Program, which not only informs the cruise lines about participants and their products, but also helps these participants understand the unique facets of the cruise industry and how they relate to supply chain, along with giving them a direct line to the right personnel in the industry. The Purchasing Initiative was just one way to accomplish this, but a truckload of opportunities is delivered fresh by the FCCA Purchasing Program. Any suppliers ready to drive down this road to partnership will find Michael Jones and the FCCA Purchasing Committee ready drive with them. To discuss the program in further detail, contact Purchasing@F-CCA.com.
EXPLORE COLOMBIAâ€™S NATURE AND BIODIVERSITY, ONE OF THE BEST KEPT SECRETS IN THE CARIBBEAN AND THE PACIFIC OCEANS
LETâ€™S GET TECHNICAL ::::
A Workshop in Prevention â€“ Planning for an Event We Hope Never Comes
By Bud Darr, Senior Vice President, Technical and Regulatory Affairs, Cruise Lines International Association (CLIA)
lanning is an absolutely critical component of an effective response. That was the most central message from a recently conducted workshop on emergency preparedness, in which I had the pleasure of participating. Although this planning and response message was specific to potential incidents related to cruise itineraries, it is a pretty good message for most things in life. Cruise Lines International Association 20 | Fourth Quarter 2016 | Travel & Cruise
(CLIA) collaborated with the Caribbean Hotels & Tourism Association (CHTA), Caribbean Tourism Organization (CTO) and the Florida-Caribbean Cruise Association (FCCA) to plan and present the Safety and Security Best Practices Workshop during the FCCA Cruise Conference & Trade Show in San Juan, Puerto Rico on September 29th. It was an excellent example of how associations representing both land and sea could work together for the greater benefit of not just the entire tourism community, but also the destinations it serves.
The workshop was moderated by Frank Comito, CEO and Director General of the CHTA, and Frank and I were joined by Russell Daya (Executive Director, Global Port Operations & Developments, Disney Cruise Line), Rick Murrell (CEO, Tropical Shipping), Stacey Pallot-Shweky (Manager, CARE Team, Carnival Cruise Line), and Roberto Levenstone (Port Safety Manager, Port St. Maarten). I always enjoy participating on a panel with a diverse set of experiences and perspectives represented, and this one was definitely of that type. Each of
:::: LET’S GET TECHNICAL
my fellow panelists were genuine experts in their respective areas, and our audience was equally diverse, with ports, tour operators, cruise lines, and governments all actively participating. The purpose for this event was to building upon our collective knowledge and prior experiences to impart the necessary understanding and preparation addressing a range of potentiawl emergency situations. The world we live and work in is full of risks and challenges in our day-to-day experience. In everyday life, we face challenges to our safety, security and health, just to name a few examples. Even though cruise lines are global leaders in both prevention and response for such risks, these still are challenges that must be taken seriously within our entire community. We must not only take these risks seriously, but we also must continuously evolve in our thinking and challenge ourselves with our prevention and preparatory efforts. We are not immune to the risks, and certainly cannot eliminate most of them, but can do our very best to minimize them and to mitigate their impacts. This was exactly the purpose of our workshop: to facilitate thinking along those lines for our community in the Caribbean region. Specifically, the panel provided in-depth observations and analyses on a wide range of potential incidents and preparedness efforts. Examples we explored included: >> Medical Evacuation >> Infectious Disease Concern >> Shipboard Fire >> Navigation Incident >> Security Incident >> Natural Disaster Ashore >> M ass Casualty Incident Ashore (e.g., major vehicle accident) Incidents could range from the simple, such as a single guest requiring medical evacuation while the ship is moored, to the very complex, such as a major security incident occurring ashore while a cruise ship is at berth. We frequently see this most simple type of incident, but that doesn’t mean that planning for it can be taken for granted. Advance preparation for port agents, medi-
cal providers, insurance carriers, and cruise line guest care specialists can provide all the world of difference between making a difficult situation worse and creating the kind of experience in adversity that makes a person more likely to recover successfully. When that happens, our valued guests and crewmembers are typically very grateful for effective assistance in their time of most need. It goes without saying that you almost could not ever plan thoroughly enough for the most complex of incidents. However, when faced with either scenario, the fact that you have planned will always be of benefit. During the workshop we discussed the Black Swan exercise from April 2013, which was conducted in the waters just off Freeport, Bahamas. That was a full-scale exercise that involved an actual cruise ship, aviation and seagoing assets, and a wide range of stakeholders. It was quite ironic that one of the cruise lines that participated closely in that exercise had a serious incident very near to the location of the exercise just one month later. Although the specifics of the exercise did not directly correspond to the serious incident, the relationships developed and preparation for the exercise greatly assisted in a timely and effective response. That experience with the value of the Black Swan 2013 exercise made me recall a time in my own personal Coast Guard career when I received a call at 3am notifying me that the Maersk Alabama had been taken by pirates off the coast of Somalia. I won’t repeat what I said in the moment, but part of it was fueled by the fact that we had just done a table top exercise on a similar scenario with a sister ship from the same company a couple of weeks prior to that early morning phone call. Although we certainly could not have possibly envisioned or exercised all of the key relevant facts from the real Maersk Alabama scenario, the table top no doubt made the response more effective and timely when we were faced with that extraordinary set of circumstances. Operational planning, training, and exercising is one of those areas that cannot be done effectively without being driven by the actual stakeholders. Whether it is a gov-
By Bud Darr, Senior Vice President, Technical and Regulatory Affairs, Cruise Lines International Association (CLIA)
“…lives may be saved by this type of thorough preparation.” ernment, tour operator, port authority, cruise line, or other member of our community, each has a responsibility to be fully prepared for a range of adverse circumstances. On any given day, it is possible that lives may be saved by this type of thorough preparation. This is true whether the incident encountered is a taxi accident, a serious medical emergency at sea, or a natural disaster ashore. We received excellent and very positive feedback on this workshop, so I anticipate that these associations and organizations will continue to work together in the future. As we continue to further build upon this relationship, we will continue to identify more opportunities where we can collaborate to deliver maximum benefit to the cruise and tourism community, along with the destinations and citizens. Fourth Quarter 2016 | Travel & Cruise | 21
MEETINGS & EVENTS ::::
New Features Spark New Business and Relationships at the 23rd Annual FCCA Cruise Conference & Trade Show
hen a thousand cruise tourism stakeholders and a hundred decision-making cruise line executives gathered in San Juan, Puerto Rico, many had no idea of the historic firsts they would witness—from the largest trade show in the event’s history and the first-ever Purchasing Initiative to a groundbreaking agreement with Puerto Rico and a partnership with CLIA fusing a travel agent event to the backend of the FCCA Cruise Conference & Trade Show. Many simply fixated their focus on the event’s long history of helping attendees maximize cruise tourism’s benefits through a series of meetings and networking events to put them one-on-one with executives from FCCA’s 19 Member Lines that decide where ships call, what is purchased and sold on board, and how to invest in destination products and infrastructure. “The FCCA Cruise Conference & Trade Show put cruise tourism stakeholders in the middle of the action,” said Micky Arison, chairman of Carnival Corporation and the FCCA. “It offered unique and invaluable opportunities to gain insight and develop relationships and business with some of the industry’s most influential players.” The event opened on September 27 when leaders from cruise lines and Puerto Rico joined, including Arnold Donald, CEO of Carnival Corporation, Governor Alejandro Javier García Padilla, and 22 | Fourth Quarter 2016 | Travel & Cruise
Ingrid Rivera Rocafort, executive director of Puerto Rico Tourism Company (PRTC). Their speeches focused on developing relationships and understanding to drive demand and increase competitiveness. One of these ways was demonstrated by example, with the announcement of a partnership to bring FCCA’s conference and trade show to Puerto Rico from 2018-2021, marking the first time a destination will host the event for consecutive years and, according to Arison, demonstrating “continued dedication to cruise tourism.” Attendees also had first-hand experience of this relationshipand understanding-building. This was readily available throughout the event, from the first business sessions—one-on-one meetings pre-selected by attendees to allow for private promotions and presentations, along with personalized input. “The one-on-one meetings allowed for us to learn about new developments and products and help fine-tune them to best fit the cruise lines,” told Federico Gonzalez-Denton, associate vice president, government relations for Latin America and the Caribbean, Royal Caribbean Cruises Limited (RCCL). And cruise line decision makers travel to the Conference and Trade Show with minds open to attendees’ information and products. “[The FCCA Cruise Conference & Trade Show] always give me an opportunity to meet valuable industry stakeholders,” shared Adam Goldstein, president and COO of Royal Caribbean Cruises Ltd.
:::: MEETINGS & EVENTS
“These are the people who have ideas and projects I want, and need, to know about.” Some of these ideas and projects were displayed at the sold-out, largest-ever FCCA Trade Show. With 65 percent more exhibitors and 36 percent more pavilions than last year, the trade show displayed everything from individual tours and products to entire destinations’ offerings. With lively music, dancing, videos and delectable delicacies, the booths and pavilions caught the attention of attendees and cruise line representatives entering and passing through to access the Conference’s meetings, business sessions and workshops. Plus, for the first time the Trade Show featured travel agents from CLIA’s inaugural Travel and Port Summit, along with the new FCCA Purchasing Initiative. With exclusive space and meetings for participants, the Initiative brought 34 companies from six countries direct to their cruise line consumers. Key procurement executives from FCCA Member Lines attended with the goal of sourcing new business while sampling products, participating in one-onone meetings at the purchasing booths, and presenting a workshop tailored to education on cruise lines’ purchasing process, along with input from current sourcing partners. The entire audience of stakeholders and
executives also gathered at special events hosted at the Trade Show, such as a cruise executive preview before the official opening, an exclusive reception for cruise executives and Platinum Members, respites at the VIP booth, and the Extravaganza, which hosted cruise executives and Conference delegates for dinner and a show, like a mini zip line experience and the St. Kitts Tourism Authority Table Tennis Challenge, featuring Goldstein matching up against opponents and sponsors trying to slam and volley their way to victory. “I was pleased and excited to participate in the [St. Kitts Tourism Authority] Table Tennis Challenge,” told Goldstein. “It combined my passions of table tennis and interacting with cruise tourism stakeholders while supporting a worthy cause.” The tournament raised more than $30,000 for the FCCA Foundation—a nonprofit, charitable organization founded in 1993 to fund Caribbean and Latin American humanitarian projects, which has improved the lives of hundreds of thousands of citizens by providing funding and countless hours to charities and humanitarian causes throughout the regions. This was also one of the many ways the event’s networking functions prompted unique exchanges between cruise executives
“[The FCCA Cruise Conference & Trade Show] always give me an opportunity to meet…the people who have ideas and projects I want, and need, to know about.” -ADAM GOLDSTEIN, PRESIDENT & COO, ROYAL CARIBBEAN CRUISES LTD.
Fourth Quarter 2016 | Travel & Cruise | 23
MEETINGS & EVENTS ::::
and attendees, while displaying some of the preparations by Puerto Rico, which partnered with the government and local businesses to coordinate the logistics and display their rich culture, diverse destination products and improved infrastructure, like the renovated, Oasis-sized Pier 3. “The FCCA appreciates San Juan’s and the entire country’s efforts and commitment to making the 23rd annual FCCA Conference & Trade Shows one of the best events yet,” said Michele Paige, president, FCCA. “It has pulled out all the stops to woo the cruise executives and attendees, allowing all to see the offerings of and improvements that have led it to impressive recent growth that we look forward to continuing.” But this was not the end of the event’s business- and relationship-growing opportunities. A series of workshops took place throughout the event, sharing insight into the numerous facets of the industry and how to maximize its benefits for all attendees, along with letting attendees interact with fields of experts. With panels comprised of cruise line representatives and successful cruise tourism stakeholders, the workshops focused on key elements—including shore excursions, safety 24 | Fourth Quarter 2016 | Travel & Cruise
and security best practices and purchasing— to help the range of attendees increase their understanding of and business with the cruise industry. Plus, cruise line presidents and COOs led a roundtable fielding vetted questions addressing the attendees, while discussing the past, present and future of their brands, the industry and the represented destinations and stakeholders. In all, the FCCA Cruise Conference and Trade Show again helped attendees map the road to success in future cruise tourism dealings and provided a unique chance to develop relationships with decision makers from FCCA Member Lines; present destinations and products; and learn about the cruise industry and what cruise lines seek in shore excursions, products, services, infrastructure and destinations. Or, as Paige said, “The FCCA Cruise Conference and Trade Show gave attendees a chance to meet with, learn from and display their product to some of the most influential people in the industry, all while having a wealth of other networking and informational opportunities.” The FCCA prides itself in establishing this direct line to the cruise industry and fostering understanding between the industry
and destinations’ private and public sectors. A symbiotic relationship exists between them; the more that one progresses and learns about the other, the more that both thrive. The FCCA promotes this mutually beneficial connection in its operations and offers these opportunities and advantages through its membership and events, including next year’s FCCA Cruise Conference and Trade Show in Merida, Mexico from October 23-27.
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Old San Juan
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Polo Norte, Old San Juan
El Yunque National Rainforest, RÃo Grande
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MEETINGS & EVENTS ::::
Travel Agent Destination Summit in Puerto Rico
artnering with the Florida-Caribbean Cruise Association (FCCA), CLIA’s first Travel Agent Destination Summit held in Puerto Rico on Sept 29 – Oct 2 boasted rave reviews from more than 40 travel agents who attended. This new four-day training event featured CLIA’s highly regarded professional development, an opportunity for agents to earn two certificates and network with others in the cruise industry, along with exploring Puerto Rico as a destination. Attendees earned a Meetings & Events at Sea certificate and were the first to earn CLIA’s new Specialty & Boutique Cruise certificate. The four-day event was rounded out with additional events and activities. These included access to the FCCA trade show floor and local tours of San Juan, along with special luncheons hosted by Puerto Rico and St. Maarten. In addition, travel agents were able to attend a joint reception with FCCA, as well as an agent exclusive reception, career counseling sessions and a live ship inspection of Carnival Fascination. The training and luncheons took place 26 | Fourth Quarter 2016 | Travel & Cruise
at the Puerto Rico Convention Center, and day one started with the delivery of the Meetings & Events at Sea certificate program. Agents brand new to the industry as well as highly seasoned professionals were very much engaged, promoting interactive dialogue throughout this training course that proved beneficial to everyone in the room. The intimacy of the group let these agents learn from others’ experiences. Following the completion of this certificate program, agents were officially welcomed with their invitation to one of the FCCA Cruise Conference & Trade Show’s networking functions. Day two began with the agent’s choice of the Old San Juan Walk and Taste Tour or the Bacardi Hospitality Experience and Rum Tasting Tour. Once agents returned to the convention center, they were greeted by a luncheon hosted by the Governor’s Office with a presentation about Puerto Rico. After a short break, the agents dove into part one of the Specialty & Boutique Cruise certificate course. Although agents were winding down a bit from all of the wonderful activities they had experienced thus far, the engagement and interest in the content was as high as it had been on day one. The training ended a
bit early that day so attendees had some down time to refresh. Then agents were invited to a gorgeous Sunset Networking Reception & Dinner on the top floor of the host hotel, Sheraton Puerto Rico Hotel & Casino, boasting beautiful panoramic views of San Juan. Day three began fresh and anew with Specialty & Boutique Cruise certificate course part two, and both certificates were wrapped up with great feedback, appreciation and applause. Agents then headed to a luncheon sponsored by St. Maarten before venturing upon an afternoon and evening to themselves where they had the opportunity explore beautiful Puerto Rico. On the final day, attendees boarded a coach in the morning that took them to the port where they embarked Carnival Fascination for a ship inspection and lunch. The ship inspection closed with a special Q&A session in the theatre. Agents were allowed to delve deeper with inquiries about Carnival Cruise Line as well as ports of interest from which they book the most cruises. The coach then brought attendees back to the hotel where, bitter sweetly, they said farewell to new friends knowing they would soon see them again.
GET IN ON THE SECRET
NOW OPEN TORTOLA PIER PARK
The British Virgin Islands offer endless adventures and experiences beyond compare. The new Tortola Pier Park welcomes cruise passengers, BVI guests and locals to the relaxed capital island of Tortola. Along the colorful pier, unique local craft shops and authentic restaurants neighbor international brands and lively entertainment. With a world of discoveries to be found in the British Virgin Islands, itâ€™s a secret worth sharing.
Tortola Pier Park
MEETINGS & EVENTS ::::
Certified Cruise Counsellor (CCC) Event in Boston
he Cruise Lines International Association (CLIA) launched their inaugural Certified Cruise Counsellor (CCC) Event in Boston, which took place September 23 – 24, 2016. Hosted by one of CLIA’s Executive Partner members, Cruiseport Boston, this two-day, members-only extravaganza was full of training, as well sponsored events and a live ship inspection aboard Royal Caribbean’s Anthem of the Seas. It provided a unique opportunity for the more than 90 individual travel agent members in attendance to not only explore Boston, but also earn all of the credit and ship inspection requirements toward earning CLIA’s all new CCC certification. The event was a huge success. The CLIA seminars were held at The Revere Hotel Boston Commons, an upscale, boutique hotel with amazing meeting and event spaces that worked wonders for this program. Following a continental breakfast and short presentation sponsored by Norwegian Cruise Line, as well as a welcome from Cruiseport Boston’s Deputy Port Director, Michael Vanderbeek, attendees dove into a day full of training, which included six of the eight required courses for the CCC certification.
28 | Fourth Quarter 2016 | Travel & Cruise
After a coffee break graciously sponsored by Holland America, attendees were revved up and prepared to absorb the training so critical to their success as cruise selling professionals. Following the CLIA training, Old Town Trolley took attendees on a tour of Boston. Stopping at various points of interest, the tour guides on board provided exciting historical facts and information delivered in an impressive and energetic fashion. The final stop on the tour was for a reception held at Hard Rock Café. Paul Revere himself, fully donned in the proper period attire, greeted all the attendees, along with joining them at the reception. While enjoying complimentary beverages and appetizers, attendees had the opportunity to network with each other along with all of the event sponsors, including the Cruiseport Boston, Greater Boston Convention & Visitors Bureau, Massachusetts Office of Travel & Tourism, Old Town Trolley, Royal Caribbean, Holland America and Norwegian Cruise Lines. Day two was kicked off by a continental breakfast sponsored by Massachusetts Office of Travel & Tourism, followed by a welcome from the organization’s executive director, Francois-Laurent Nivaud. Attendees then completed the seventh of the eight required courses for the CCC.
Then they boarded coaches to the port for a ship inspection aboard Anthem of the Seas. A seated lunch and presentation in one of the ship’s dining rooms were another part of the inspection, as well as an amazing show in the lounge. Upon returning to The Revere Hotel, attendees completed the training on the eighth and final course requirement for the CCC before they bid the training event farewell. Attendees received all of the course requirements and the required ship inspection for the CCC along with an amazing destination experiences provided by the host and all the sponsors in Boston. After completing the CCC, attendees still needed to take and pass the online quizzes associated with the courses they received on site and submit proof of booking three staterooms through their host agency. But on completion, they will officially be CLIA Certified Travel Agents.
MEETINGS & EVENTS ::::
DESERVING CHILDREN RECEIVE CHEER, PRESENTS AND FESTIVITIES THROUGH THE FCCA FOUNDATION HOLIDAY GIFT PROJECT
his holiday season, Santa climbed down cruise ship smokestacks instead of chimneys as he traveled to 44 destinations throughout the Caribbean and Latin America. Because of the efforts of Old St. Nick, the FCCA Foundation, FCCA Member Lines and participating, nearly 9,000 deserving children had something to celebrate during the 20th annual FCCA Foundation Holiday Gift Project. The FCCA Foundation contributed gifts selected for age groups and genders specified by the destinations. With Member Lines’ vessels serving as a sleigh and crew 30 | Fourth Quarter 2016 | Travel & Cruise
as elves, they then brought the presents to partnering destinations, where destination representatives had coordinated festivities both on board and on land. During the celebrations, with guests ranging from Santa and Shrek to Mickey Mouse and The Cat in the Hat, the children not only received their presents, but also a gift of a memory that will last a lifetime. “We are pleased of the good work that the FCCA Foundation has done with the Holiday Gift Project,” said Micky Arison, chairman of Carnival Corporation & plc and the FCCA. “It’s important to take care of children in need, and it’s gratifying to see the Foundation continue to grow and partner with charities who have children counting on
them for some holiday cheer.” “On behalf of all of us at Carnival, we are honored and privileged to participate in the Holiday Gift Project,” told Carlos Torres de Navarra, vice president, commercial port operations of Carnival Cruise Line. “This project celebrates children and the spirit of giving by providing a very special day of fun and gifts to well-deserving kids in our port communities.” The spirit and cheer extended past the children; all of those involved exemplified it and realized the project’s importance, knowing the children probably would not receive toys and smiles otherwise. Sherryl Bacayo, training specialist on Norwegian Jewel, showed this in her comment: “…being
:::: MEETINGS & EVENTS
a part of the Belize [Holiday Gift] project allowed me to experience what it is to make a life by what we give. It was such a great joy to see smiles on those lovely little ones. I felt the true spirit of Christmas.” “You could see the happiness and excitement on the kid’s faces as the boxes of toys were offloaded and Santa Claus came to their school,” said Dorothy Dorado, youth director for Carnival Liberty. “It felt so good to see the kids jumping and screaming when they saw us coming. We left the school with tears in our eyes.” “We are honored, and humbled at the same time, that we are able to participate in sharing the blessings to other people….we believe that we can change lives, one person at a time,” said Marc Raymundo, human resources manager for Celebrity Infinity. Sherryl, Dorothy and Marc touched not just on the sentiment, but also on part of the importance of the festivities and the meaning for all involved—letting kids enjoy being kids, a concept seemingly simple, but mostly unknown to children in the shelters and homes benefitted by the project, and something that has a lasting effect on all involved. Michele Paige, president of the FCCA, also recognized this significance. “The FCCA Holiday Gift Project brings happiness to children who truly deserve it. The cruise industry is proud to give back to the communities of the destinations we call, and I cannot think of a more rewarding way than bringing cheer and aid to children who need it.” Margaret Jones, manager of visitor relations for Jamaica Tourist Board, summed it up as she explained the project and its long history in Jamaica: The FCCA Holiday Gift Project has brought smiles to the faces of hundreds of Jamaican children. Since its inception, the FCCA has lived up to its commitment....providing toys for the children who are less fortunate. Over the years, the Ministry of Tourism and the Jamaica Tourist Board have joined with the FCCA and its Member Lines to make the gift giving a wonderful experience. Each year, the selected children are feted and fed! They are entertained, and the “icing on the cake” is getting their gift from “Santa!”
We at the Jamaica Tourist Board have been the facilitators of this wonderful event, and each year we look forward to working with the FCCA to make this a great experience for the children. It is certainly clear that the gifts are selected with great thought and care each year, and the squeals of delight from the children tell of their happiness. The FCCA Gift Project has definitely been a wonderful expression of reaching out and working with the ports and communities that its Member Lines visit through the year. The experience of attending a Christmas party on a cruise ship is as exciting as it gets; for these children it’s pure joy. Margaret encapsulated the overall purpose of not just the Holiday Gift Project, but also the FCCA Foundation—to improve the lives of those less fortunate throughout the Caribbean and Latin America, primarily for children’s causes. Every smile is a reminder of this mandate and an invaluable return on the time, efforts and funds provided for causes and projects like these over the Foundation’s 23-year existence.
“You could see the happiness and excitement on the kid’s faces…” –DOROTHY DORADO, YOUTH DIRECTOR, CARNIVAL LIBERTY
Fourth Quarter 2016 | Travel & Cruise | 31
ON BOARD ::::
Cruise Lines Help You Maintain Your Health While Cruising By Donnie Brown, Director of Environmental & Health, Cruise Lines International Association (CLIA)
inter is a season when people of all ages become more vigilant about staying well. On a cruise ship, that kind of vigilance is underway year-round. From robust cleaning and sanitizing practices, to screening of passengers and public health inspections by the Centers for Disease Control and Prevention (CDC), cruise lines work around-the-clock to keep passengers and crew healthy; they know that passenger wellness is essential to an enjoyable cruise vacation. Media coverage of cruise ship health issues, including the so-called stomach bug or norovirus, are often misleading. Such incidents are actually quite rare on cruise ships, affecting well under one percent of cruise passengers. In fact, many more people get norovirus on land. The CDC reports that 20 million people on land in the U.S. come down with norovirus every year—one in 15 people—compared to about one in 12,000 passengers while on a cruise ship. In its coverage of a new CDC study regarding gastrointestinal illnesses on cruise ships, the Journal of the American Medical Association reported that: erceptions that cruise ships can be luxury breeding grounds for P acute gastroenteritis outbreaks don’t hold water. A recent CDC report showed that from 2008 to 2014, only 0.18% of more than 73 million cruise passengers and 0.15% of some 28 million crew members reported symptoms of the illness.
Cruising is the only industry that voluntarily works with the CDC to better understand and effectively address incidents. They do so not because cases of norovirus are prevalent, which they are not on cruise ships, but out of an abundance of care for passengers. Cruise lines work with the CDC’s Vessel Sanitation Program (VSP) in a comprehensive effort to employ preventative practices to achieve the 32 | Fourth Quarter 2016 | Travel & Cruise
highest standards of public health on board cruise ships. Each year, public health officers from the CDC make at least two unannounced inspections on cruise ships calling on U.S. ports. The public can access the inspection score of every ship. The VSP provides a level of federal scrutiny and transparency for cruise line sanitation that’s unique in the travel and hospitality industry—there is no similar federal program for hotels, airlines or restaurants. To keep outbreaks like norovirus rare, cruise lines continuously focus on maintaining clean and sanitary environments aboard their ships for the health of all on board. Ships’ crews work diligently to implement measures to prevent and respond to illness, continuously reevaluate procedures and share best practices across the industry. Crewmembers regularly clean and sanitize throughout each ship. Cabins are cleaned and sanitized at least once daily, and common areas such as restaurants and pools are thoroughly cleaned daily. At the end of every cruise, the ship must be cleaned from top to bottom using designated cleaning supplies and sanitation procedures developed in consultation with the CDC. All of the efforts made by cruise ship crews cannot replace the responsibility that rests with each and every individual. Passengers and crew alike must also be committed to keeping themselves, their family and their fellow travelers healthy. This starts with appropriately reporting any recent symptoms of illness when completing pre-boarding health questionnaires. While on board, good hygiene remains essential to good health; thorough and frequent handwashing is the best way to prevent illness. Anyone experiencing symptoms should contact the ship’s medical staff and remain in their cabin to avoid making others ill. Cruise lines take extra measures to make guests as comfortable as possible in such unfortunate circumstances. Together, cruise lines, crews and guests all must do their part to ensure that each cruise can be as safe and healthy as possible.
ON BOARD ::::
Royal Caribbean’s New Ships Will Ride the Wave of the Future
The newest class of ships for Royal Caribbean International will be powered by liquefied natural gas (LNG) and introduce the use of fuel cell technology, ushering in a new era of shipbuilding that will dramatically reduce greenhouse gas emissions. Royal Caribbean Cruises Ltd. (RCL) has signed a memorandum of understanding with shipbuilder Meyer Turku for the new class of vessel under the project name “Icon,” delivered in the second quarters of 2022 and 2024. “With Icon class, we move further in the journey to take the smoke out of our smokestacks,” said Richard Fain, RCL Chairman and CEO. “We are dedicated to innovation, continuous improvement, and environmental responsibility, and Icon gives us the opportunity to deliver against all three of these pillars.” The switch to LNG provides further propulsion for the technology, which has begun making significant inroads in the maritime industry. “Increasing the commitment to LNG makes it easier for suppliers to make their own infrastructure commitments,” said Fain. “As more ships are built for LNG, the number of ports that support it will grow.” The Icon ships are expected to run primarily on LNG but will also be able to run on distillate fuel, to accommodate occasional itineraries that call on ports without LNG infrastructure. The introduction of fuel cells represents another dramatic step forward for the maritime industry, which has only made limited experiments using the technology. “We believe fuel cells offer very interesting design possibilities,” said Harri Kulovaara, RCL’s chief of ship design. “As the technology becomes smaller and more efficient, fuel cells become more viable in a significant way to power the ship’s hotel functions.” Kulovaara said RCL had been eyeing fuel cells for nearly a decade, and believes the technology is now at a stage of development that justifies investment, but also pointed out that additional regulatory standards would also need to be developed for the technology. To prepare for the 34 | Fourth Quarter 2016 | Travel & Cruise
Icon debut, RCL will begin testing fuel cell technology on an existing Oasis-class ship in 2017, running progressively larger fuel cell projects on new Quantum-class vessels being built in the next several years. Because of the long lead time, Kulovaara said that many Icon design elements are in early stages. The Icon ships would likely accommodate approximately 5,000 passengers, he said, but details are still being worked out.
Carnival Corporation to Build Three New LNG-Powered Cruise Ships
Carnival Corporation plans to deliver three additional next-generation cruise ships that will be fully powered by Liquefied Natural Gas (LNG), the cleanest burning fossil fuel in the world. Two of the new LNGpowered ships are designated for Carnival Cruise Line, built by Meyer Turku at its shipyard in Turku, Finland, with delivery dates expected in 2020 and 2022. The third will be for P&O Cruises UK and built by Meyer Werft at its shipyard in Papenburg, Germany, with an expected delivery date in 2020. In total, the company now has agreements in place to build seven LNGpowered cruise ships across four of its 10 global cruise brands in coming years, with the first of these ships is expected to be in service for AIDA Cruises and Costa Cruises in 2019. The delivery dates for the new builds for AIDA Cruises and Costa Cruises for 2020 will shift to 2021 to allow the company to more effectively allocate measured capacity growth across its 10 global cruise brands in more markets throughout the world. “We are proud to be at the forefront of introducing LNG-powered ships to the cruise industry, working with our partners to achieve shipbuilding breakthroughs like this that will help us produce the most efficient and sustainable ships we have ever built,” said Arnold Donald, CEO of Carnival Corporation. Based on Carnival Corporation’s next-generation “green cruising” ship design, these new vessels will be part of the first generation of cruise ships to be fully powered by LNG, which is an industry
first and an environmental breakthrough that will produce the most efficient ships in the company’s history. Pioneering a new era in the use of alternative fuels that reduce air emissions, these new ships will use LNG to generate 100 percent of the ship’s power both in port and on the open sea, an innovation that will significantly reduce exhaust emissions to help protect the environment and support the company’s aggressive sustainability goals. “This is also an important step in our fleet enhancement plan that enables us to execute on our long-term strategy of measured capacity growth over time, while delivering innovative new ships that further elevate our already great guest experience,” continued Donald, noting the five new Carnival Corporation ships delivered in 2016 as part of the fleet enhancement plan.
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MSC Cruises Celebrates Present and Future of Its Meraviglia Generation
While MSC Cruises celebrated the float out of its first next-generation ultramodern mega cruise ship, MSC Meraviglia, at STX France’s shipyard in Saint Nazaire, the company also launched news that the second STX France-built Meravigliageneration mega ship would be called MSC Bellissima and slated to enter service in spring 2019. “MSC Bellissima is a name that embodies the beauty and the magnificence of this entire next generation of MSC Cruises ultramodern mega-ships, so rich with new features and amenities for guests of all ages and interests,” said MSC CEO Gianni Onorato. The float out presented a unique opportunity to showcase the present and future of the cutting edge design that makes the Meraviglia generation uniquely innovative, including a specially designed Carousel Lounge where Cirque du Soleil
Seven Seas Voyager Receives Luxurious Renovation
Seven Seas Voyager recently experienced a luxurious transformation as part of a $125 million fleet-wide refurbishment program. She now features the same elegant style and indisputable attention to detail famously featured on Seven Seas Explorer, providing guests with a consistent lookand-feel, no matter which ship they choose to sail. Seven Seas Voyager joined Seven Seas Navigator as the second ship to receive a stylish new update to the public spaces and suites onboard, with Seven Seas Mariner scheduled to receive a similar makeover in April 2017.
Costa Appoints Distinguished Design Team for The Realization of New Ships’ Interior Spaces
Costa Cruises has selected four leading design firms to create the interior spaces of
artists will perform shows created exclusively for MSC Cruises guests; a 96-meter-long Mediterranean-style promenade with an 80 meter LED Sky that runs through the center of the ship; and an enhanced MSC Yacht Club, MSC Cruises’ exclusive ship-in-ship luxury concept, with its own private facilities spanning three decks.
the two new 180,000-ton ships scheduled to be delivered in 2019 and 2021. Jeffrey Beers International, Dordoni Architetti, Partner Ship Design and Rockwell Group were selected for the unique challenge of creating state-of-the-art interior design for a cruise ship. The layout for the ships will reflect comments and suggestions from Costa Guests and will include a more efficient use of the ships’ spaces, creating an enhanced onboard experience.
MSC Cruises Further Enriches Family Entertainment MSC Cruises further enhanced its family-focused offerings with a new range of fun kids’ activities and supporting web series, “Kelly & Kloe On Board.” After a landmark year of enhancements and expansions to family entertainment, the new onboard experience will also engage younger guests through an accompanying web series, so that the fun can start prior
to the cruise holiday and continue well after disembarkation. The “Kelly & Kloe On Board” experience day will be rolled out across the MSC Cruises fleet this month.
Norwegian’s First Ship Custom Built Ship for China Features Bespoke Culinary Offerings for Every Taste
One word best sums up the culinary offerings that will be available to guests on board the luxurious brand new Norwegian Joy when she starts sailing in June 2017: everything! From Chinese hot pot to sophisticated French haute cuisine, the freshest Japanese sushi to the highest quality American steaks and burgers, Norwegian Joy promises no less than 28 different food and beverage outlets on board—the widest array of dining experiences yet on any new ship that has been purpose built for China.
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How to Guide More Shorex Business: Cruise Execs and Top Tour Operators Tell All
onitor tourism trends. Craft experiences in sync with each cruise line’s brand proposition and customers. Plan for different age groups. Fold social media and technology into the tour. Ensure guides are passionate storytellers. Constantly review and refresh. Innovate. These were some of the expert recommendations for tour operators in a shore excursions workshop at the FCCA Cruise Conference & Trade Show in Puerto Rico. Keep abreast of tourism trends, including what’s happening in the United States 36 | Fourth Quarter 2016 | Travel & Cruise
where most Caribbean passengers originate, said Christine Manjencic, vice president, destination services operations, Norwegian Cruise Line Holdings. “A lot of people focus on their destination only...You’re in competition not with other islands but the rest of the world,” she said. The culinary movement, for example, is huge. “Bring it in and incorporate it with island flair.” “Go on our websites. Look at what we’re promoting,” advised Lisa Jensen, manager, shore excursions, Holland America Group. Through its UNESCO partnership, Seabourn highlights World Heritage tours. Princess Cruises is associated with the Discovery Channel and Animal Planet and
seeks excursions that tie in. “In this region we are severely lacking Animal Planet [content]. There’s only one tour,” Jensen said. Tours for families are needed, and operators should think about different age groups within families—small children, teens, grandparents. “Our guests are looking at building memories and having fun,” said Erika Tache, director, product development – tour operations, Carnival Cruise Line. Excursions need to be experience-based and provide value. Kid-friendly dining, access for strollers and safety and security are important. Operators should think of the entire demographic, according to Arnaldo
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Zanonato, senior manager, Port Adventures, Disney Cruise Line. A lot of adults travel without kids on Disney. MSC Cruises fields four ships in the Caribbean—one caters to Americans and three to Europeans, mainly Germans, French, Spaniards and Italians. Each nationality has different needs and expectations, noted Valentina Pietropaolo, manager, shore excursions, MSC Cruises USA. That also means multilingual guides are crucial. Reminding the FCCA audience that Europeans come from countries rich in history and culture, Pietropaolo said they have high expectations and are “shore excursion lovers.” A good way for a new operator to break in is by researching what lines already offer and finding a gap that needs to be filled, suggested Mike Bush, product manager, shore excursions, Holland America Group. One newcomer who did that got business across multiple brands. Parks Canada is a great example of how to create innovative historic and cultural experiences, Disney’s Zanonato said. “Royal Caribbean loves to talk about innovation,” noted Tom Anderson, director, product development, Global Tour Operations, Royal Caribbean Cruises Ltd. So active tours that are exciting and different play well. He credited Puerto Costa Maya’s
new Lost Mayan Kingdom water park as a “remarkable” experience that’s themed “at a Disney level.” Fold social media into the experience, cruise lines said, so people can send their selfies home, showing friends and family all the fun they’re having on the cruise. Providing Wi-Fi in the buses or at the destinations is important, and iPads can be incorporated into tours, as well. Guides can make or break a destination. “Please make sure your guides are passionate,” Tache urged. “They build memories. They are crucial to your business.” “Teach your guides to be excellent storytellers,” Zanonato advised. And don’t hand off groups to a succession of guides. One person can forge a bond with the group. “Allow that person to be a great host and ambassador to your destination,” Zanonato said Steve Hites, president and director, St. Kitts Scenic Railway, told the FCCA delegates: “Know your audience. Cruise lines differ. Some stories work with one audience and not another.” “Stay current,” he added. The audience changes, and that means what they want changes and the story has to change. Cox & Co. Ltd., St Lucia, conducts annual guide training, according to Eleanor Rae, director of revenue. How do cruise lines compete with inde-
pendent tour operators? By working to ensure their tours give the best experience. Also, Carnival offers a best price guarantee. “As a tour operator, it’s very important to understand what tour revenue means to the cruise lines,” said Martin Ince, CEO, Foster & Ince Cruise Services, Barbados. Advance bookings are a focus. Disney’s Zanonato foresees a time when the shore excursions office on board will have more of a customer service function than a sales function. Meanwhile, to increase sales points aboard ship, Holland America Group’s Jensen said tour operators should invite shore excursions’ staff, waiters and bartenders when they have space. Those customer-facing crew are a source of information for passengers who want to know what to do in port. Above all, “You need to listen to your customers all the time. Go on your tour. Listen on the dock. Get out of your office,” Hites said. “Never get complacent,” Ince added. Constantly review and refresh tours to ensure they’re the best they can be. Reproduced by kind permission of copyright holder Seatrade. This article was penned by Anne Kalosh and first appeared on Seatrade Cruise News on September 30, 2016.
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FCCA, Aquila Center for Cruise Excellence and Aon Risk Solutions Partner on Frontline Training By Beth Kelly Hatt, President, Aquila Center for Cruise Excellence
ould you like to engage and energize your destination’s frontline? How about enhancing the cruise passenger experience and improving your destination’s benefits from cruise tourism? The FCCA has partnered with Aquila Center for Cruise Excellence and Aon Risk Solutions to help you do just that. This two-day destination program is now available to FCCA members for 2017. The training program is offered in two parts: 1. One-and-a-half-day frontline customer service training (Aquila) 2. Half-day for all stakeholders, including destination representatives and tour operators a. Shore excellence (Aquila - one hour) b. Aon Risk Solutions (Aon - two hours) The first one and a half days of this training is aimed at a destination’s frontline, from greeters and taxi drivers to tourism information officers, tour guides, retail frontline, etc. This interactive customer service training will empower your frontline to make the best possible impression on passengers from the initial welcome to making the 38 | Fourth Quarter 2016 | Travel & Cruise
destination experience give a “wow” experience to cruise guests. After all, everyone interacting with cruise passengers serves as an ambassador for your destination and affects cruise passengers’ experiences and perceptions. This workshop specifically helps your frontline understand the cruise lines’ expectations, the importance of their role in welcoming cruise guests to their destination, how to make a positive impression, and how to exceed guest satisfaction. Topics also include dealing with pressure, communicating effectively and managing difficult situations with the overall aim of creating a culture of service in the destination. It always surprises destinations when they see how many ideas can be generated from their frontlines and their passion for making their destination shine. Through these sessions, Aquila facilitates the exchange of ideas to develop community partnerships and help the destination find ways to work together to raise the bar of service excellence throughout the destination. The final half day of this training program for destinations’ customer service is made up of two parts. First, a one-hour shore excellence session with the destination’s community stakeholders, tourism officials and tour operators discusses guest service challenges and opportunities. It is important for all stakeholders in a destination to be
on board with understanding what cruise means for the destination and what their role is in its success. This session also covers cruise lines’ expectations from a destination and how the stakeholders can work together for the success of the cruise industry in their destination. This session is then followed by a twohour safety and risk management workshop by Aon Risk Solutions, offering the destination’s stakeholders an opportunity to learn the ins and outs of insurance, safety, and risk management. This aids in the delivery of safer tour products, enhancement of the guest experience and satisfaction of the cruise industry’s stringent requirements. Participants explore the role of guest safety, discuss emerging risks, review actual claims scenarios to uncover opportunities to mitigate risk, and examine the long-term impact of safety and security concerns. This is a remarkable opportunity to engage and energize your frontline staff and stakeholders to ensure the cruise industry’s many expectations are met. If you’re looking to stand out from the crowd, then join the FCCA, Aquila and Aon in raising the bar and elevating service excellence and setting your destination apart. For more information about the FCCA Frontline program, contact Beth at Beth@ CruiseExcellence.com.
ANY MINUTE CAN BECOME A MOMENT
Nowhere but Atlantis
can you experience Dolphin Cay, the ultimate dolphin and sea lion habitat. Our Shallow Water Interaction lets you join your new friend in waist-high water for a hug and kiss. Swim alongside a playful dolphin and feel the incredible rush of a “foot push” across the water in our Deep Water Swim. Our engaging Sea Lion Interaction lets you observe the speed, agility and even dance moves of these captivating animals. Memories are waiting to be made. Come out and play. For more information on these unique programs, contact CruisePartners@AtlantisParadise.com. Deep Water Swim For ages 6 and up.
Shallow Water Interaction Free for kids ages 3 and under; if accompanied by a paying adult. Proof of age required.
Sea Lion Interaction
DOLPHIN CAY MARINE HABITATS
Atlantis is proud to be accredited by:
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Holiday in the Sun: Plan Your Winter Cruise Escape to Grand Cayman
2016 comes to a close and the chill of winter sets in, few Caribbean destinations offer a retreat from the stress of holiday planning and the winter blues like the bustling port of Grand Cayman. Brimming with a diverse array of experiences that can be enjoyed both above and beneath the sea, from unparalleled culinary offerings to memorable wildlife encounters, this Cayman port is a must on any Caribbean cruiser’s bucket-list. A popular stopover for travelers aboard Carnival Cruise Line, Disney Cruise Line, Royal Caribbean Cruises and MSC Cruises and with ships arriving Monday through Friday, Grand Cayman’s extraordinary holiday celebrations and adventures on and off land provide a vacation like no other. So whether visitors are planning a winter escape from the cold or seeking a much needed break from the shopping mall crowds, Grand Cayman is sure to provide a cruise getaway from it all. 40 | Fourth Quarter 2016 | Travel & Cruise
REVEL IN CAYMAN’S HOLIDAY SPIRIT While the destination may be short on snow, Grand Cayman delivers on sun, sand and holiday fun during the month of December. Families traveling via cruise can trade pine trees for palm trees and discover Cayman during the most festive time of year. Travelers can treat themselves to a shopping spree at one of Camana Bay’s many shops and discover everything from international luxury brands to local treasures during the holiday season. For a quick bite before heading back to port, visitors can relish in some of the destination’s top cuisine at one of the district’s specialty shops, cafes and restaurants or raise a glass at West Indies Wine Company, a self-serve wine bar featuring a curated selection of over 80 different varietals. For a memorable afternoon, families can indulge in a special holiday Gingerbread Man Tea Party at the luxurious RitzCarlton, Grand Cayman located on the award-winning Seven Mile Beach. From December 19 through the 24, children and
their parents can sip from an array of herbal teas and savor freshly-baked scones, finger sandwiches and tempting pastries while decorating gingerbread men and listening to Christmas melodies by the crackling fire. WINTER CULINARY GETAWAYS Regarded as the “Culinary Capital of the Caribbean” and home to over 200 restaurants, the small island of Grand Cayman is dishing up big flavors at local epicurean festivals featuring everything from international delights to freshly-caught seafood straightoff-the-boat this winter. Foodies planning a stopover in Grand Cayman on Saturday, January 28, 2017, can sample from more than 45 Grand Cayman restaurants and distributors at the destination’s annual Taste of Cayman Food & Drink Festival held at Camana Bay. The event features delicious fare from an array of restaurants along with cooking demonstrations from Bon Vivant, a heavy cake competition promoting awareness of
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Cayman’s unofficial national dish, a Seven Fathoms Rum mixologist competition, live entertainment and more. Visitors staying in George Town during their stopover can delight in some of the destination’s unparalleled cuisine on a threehour guided food tasting and cultural walking tour with Cayman Food Tours. In addition to tasting local cuisine, participants learn about Grand Cayman’s storied past, culture and architecture along the way. DISCOVER CAYMAN CULTURE Outside of exceptional culinary experiences, George Town also features a number of attractions for art and culture enthusiasts. The Cayman Islands National Museum offers visitors a glimpse into Cayman’s endemic history with unique rotating exhibits like the new International Scuba Diving Hall of Fame display showcasing some of the destination’s most intriguing artifacts that have contributed to the history of scuba diving. Art lovers can also visit a number of on-island galleries like The National Gallery of the Cayman Islands, which houses the destination’s National Art Collection, or explore Pure Art for a peek into the impressive work of local artists. GET UP CLOSE AND PERSONAL WITH LOCAL WILDLIFE Traveling outside of George Town, visitors can choose from a number of interactive wildlife encounters. On land, guests can
visit Queen Elizabeth II Botanic Park on the eastern side of the island and explore colorful exhibits including The Floral Color Garden, The Woodland Trail and Orchids in the Park. The park also encompasses the Blue Iguana Habitat, which is the center for the Cayman Islands National Trust’s Blue Iguana Recovery Program dedicated to pulling the Grand Cayman Blue Iguana from the brink of extinction. The park’s lake is also home to a variety of bird species, making it a popular spot for animal-lovers and birdwatchers alike. For a truly unforgettable Cayman experience off land, cruise travelers can set sail for one of the destination’s top attractions, Stingray City and Rum Point. Considered a Cayman Islands bucket-list activity, Stingray City provides visitors the opportunity to swim alongside friendly and gentle southern stingrays beneath the waves. After swimming with the rays, travelers venture onto Rum Point where they can sway in a hammock while sipping on a refreshing mudslide, a local favorite said to have originated here. SOAK UP THE SUN ON SEVEN MILE BEACH For the ultimate warm-weather beach escape, cruise travelers can choose Seven Mile Beach for a more relaxing day in port. Recognized as one of the world’s top beaches, the unspoiled crescent-shaped stretch of beach provides a tranquil respite. With access to a number of casual beach bars and restaurants
and various watersports with opportunities for guests to Jet Ski, paddleboard, scuba dive, parasail and more, it’s no surprise this beach has visitors returning yearafter-year. The calm and crystal-clear water provides exceptional conditions for swimming, snorkeling and even submarine rides allowing guests the opportunity to truly discover Cayman beneath the sea. Offering a number of seasonal activities along with remarkable culinary experiences and immersive tourist attractions, there is no better time to book a winter cruise to the Caribbean and Cayman Islands than now. For more information on planning a holiday or winter cruise to this island paradise, please go to visitcaymanislands.com.
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HEAD FOR THE STINGRAYS OF CAYMAN. ( THEY’LL FORM A WELCOMING COMMITTEE . )
Stingray City, Grand Cayman
As your guests disembark in the Cayman Islands, they will be greeted by unique encounters as far as the eye can see. From the renowned tastes that earned us the title of Culinary Capital of the Caribbean, to the rare level of service that comes naturally here, your passengers will ﬁnd their Caymankind.
â€œIf you are looking for something fresh, authentic, an d uniqu e in the Caribbean, you wi ll fin d it - Coralie all in Martinique!â€?
Immerse yourself in Martinican rich culture, discover a wealth of natural wonders, and experience our new and exciting excursions.
EUROPEAN UNION European Regional Development Fund
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New and Noteworthy Reasons to Make It Martinique It just keeps getting better and better in Martinique!
his enchanting corner of the French West Indies has long attracted discerning and adventurous travelers in search of the authentic Caribbean experience. For the winter 2016/2017 period, there’s even more to love about Martinique! Here’s what’s new… FREE RIDES IN FORT-DE-FRANCE Martinique’s capital city bursts with historic attractions and unique dining and shopping adventures blending the panache of Paris with the charms of the Caribbean. All of this is now easier for cruise visitors to experience to the fullest thanks to the city’s new Bleu Bus. The distinctively blue electric buses operate within the downtown area following a 20-minute route beginning along the waterfront that passes many of the city’s notable attractions. The new Fort-de-France Bleu Buses operate on weekdays between the hours of 9am 44 | Fourth Quarter 2016 | Travel & Cruise
and 5pm. Saturday hours are 7:30am to 2pm. Best of all, Bleu Bus rides are available free of charge! SHARE ‘SELFIE TIME’ FOR FREE To help visitors stay in touch and share images and video of their experiences in Martinique, free WiFi is now available throughout the City of Fort-de-France! Once ashore, cruise visitors can select the network “Foyal Free Wifi” and open a web browser. From there, visitors will be asked to register an account and request a password. Once the password is received and inputted, the complimentary WiFi service will be enabled. EXQUISITE EATS Cruise passengers docking at the iconic Pointe Simon cruise terminal in downtown Fortde-France won’t have to go far to find the Caribbean’s newest haven for haute cuisine. Located within Hotel Le Simon, La Table de Marcel is headed by Martinique-native and Michelin-starred chef Marcel Ravin. Ravin
recently returned to his homeland following a celebrated 16-year tenure at the helm of the famed Blue Bay Restaurant within the MonteCarlo Bay Hotel & Resort in Monaco. His new restaurant delivers a singular dining experience, the ambiance blending sleek and modern décor with the seaside romantic charm of historic Fort-de-France. The restaurant seats only 24, ensuring intimate culinary explorations and highly attentive service. Chef Marcel’s creations, though, are the main attractions. As with his star turn in Monaco, Chef Marcel employs his trademark innovative style, combining local spices, herbs, and Creole seasonings with traditional French flavors in crafting meals that are more sensory adventures than simple lunches and dinners. DANCING THE DAY NIGHT AWAY For cruisers keen on getting their groove on the Martinican way, Fort-de-France now offers the all-new Dream Cabaret. Equal parts performance theater, trendy cocktail lounge,
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and pulsating nightclub, Dream Cabaret invites visitors and locals alike to experience traditional folkloric dance and music performances throughout the daytime hours. In the afternoon and early-evening hours, Dream Lounge offers an elegant happy hour meeting place. If you’re lucky enough to stay overnight, the after midnight party is among the best in the Caribbean! Launched in July 2016, Dream is located within the Court-Perrinon shopping center, just a few short blocks from the Fort-deFrance waterfront. NEW TOURS Available options for exploring Martinique away from the cruise ports in Fort-de-France has also been expanded, with new options giving visitors a unique, up-close-and-personal look at Martinique, her cultural traditions, history, art, rhum, and more. One new series of new tours gives visitors an opportunity to fully immerse themselves in Martinique’s local culture. Meeting with locals and discussing daily life on the island over a traditional Martinican breakfast, learning how to sail Martinique’s signature Yole boats, and hiking through the island’s Savane des Pétrifications are just a few of the experiential travel options available. Other tours take visitors well off the beaten path all over Martinique, showcasing the island’s unique cuisine, drinks, natural wonders, architecture and more. From learning how local Martinicans make their own homemade liqueurs, chocolate, and cassava flour, to exploring the ruins of St. Pierre, The Pompeii of the Caribbean, visitors can experience the real Martinique.
VIVE LE RHUM! As the unquestioned Rum Capital of the World, Martinique routinely attracts spirits aficionados from all corners of the globe. This year, though, presents an especially good time to celebrate the finer joys of Martinican rhum in the land where it’s produced. Recently, Rhum JM, one of Martinique’s most celebrated heritage brands, received the top overall award at the recently concluded Concours Mondial de Bruxelles. The event widely lauded as the “World Championship for Wine and Spirits,” attracted more than 10,000 wine and spirit entries from around the world. Rhum JM topped them all, taking home the Spirit Selection Best Trophy awarded annually to the world’s best overall spirit. Rhum JM also took home two gold medals in the agricultural rum category for the JM Armagnac Cask Finish and the JM 1999 Vintage. Concours Mondial de Bruxelles awards were determined by 75 professional tasters representing 24 individual countries. Rhum Neisson, the smallest rum-producer in Martinique and the last 100% family-owned distillery on the island, also announced recently that it has secured the world’s first bio-organic certification for rum. The designation was made by ECOCERT, a certification organization founded in France in 1991 by agronomists to develop agriculture that respects the environment and provide recognition to those who engage in this organic farming. ECOCERT-approved bio-organic rum produced by Rhum Neisson will be available for purchase in Martinique beginning in December 2016. Not to be outdone, Martinique’s famed Rhum Clement recently formed an alli-
ance with elite French jeweler Tournaire to launch the world’s most expensive bottle of rum. Espousing Tournaire’s signature style of exquisite architectural jewelry, the new Clement–Tournaire bottle is distinguished by a miniature replica of the historic Great House located on the grounds of the Rhum Clement Distillery carefully crafted to exacting detail in gold and diamonds. Treasures extend within the bottle as well, with vintage 1966 Clement equaling the jewels atop the bottle. Estimated price: 100,000 euros. While even the smallest sip of the new Clement-Tournaire collaboration may be out of reach for most, samples of all Martinican rhums are always available as part of distillery tours offered daily at Martinique’s 10 different rhum distilleries. All that’s new and noteworthy in Martinique this year only builds upon the many visitor charms that continue to rank The Isle of Flowers among the most desirable destinations in the Caribbean. The warm and colorful welcome at the Cruise Villages within the Pointe Simon and Tourelles cruise terminals, marvelous shopping for local crafts at La Village de la Poterie or Parisian fashions and perfumes along famed Rue Victor Hugo, catamaran excursions to secluded snorkeling spots, the Caribbean’s most thrilling scuba adventures, island-hopping among 40+ offshore islets, or just the simple joy of fresh crepes at an outdoor café by the sea in Trois-Ilets – Martinique truly has it all! For more information on travel to Martinique, visit www.us.martinique.org Fourth Quarter 2016 | Travel & Cruise | 45
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ter 2017, the city of Ponce will get calls from Crystal Cruises, Royal Caribbean and Holland America Line. “We are positioning Puerto Rico as a destination of choice,” said Ingrid Rivera Rocafort, executive director of Puerto Rico Tourism Company (PRTC). Citing the enormous growth potential, she also told, “We need to constantly reinvent ourselves.”
New Grand Opening of MSC Cruises’ Ocean Cay MSC Marine Reserve
San Juan’s Pier 3 to Further Enhance Passenger Experience
San Juan recently expanded its Pier 3 to welcome the world’s largest cruise ships, which was one of the destination’s many cruise-related initiatives to lead to broken cruise records. Not content to rest on its laurels and 1.5 million passengers received last year, a 15 percent increase in two years, San Juan is further enhancing the cruise experience as soon as guests disembark. An $8 million project will add a two-story building housing duty-free shopping, restaurants, galleries and entertainment. And an additional $1 million is planned to further enhance security. With completion slated for 2018, the project is among a host of recent cruise- and tourism-related advances in Puerto Rico following some challenging years. “Puerto Rico has adapted to new realities,” said Governor Alejandro García Padilla, explaining that the island heard cruise lines’ needs, set new policies and is following through. “We have recovered our prestige.” And cruise lines have taken notice. In 2016, Viking Cruises began calling, and Windstar Cruises sailed from San Juan on seven- and 10-day round-trips for the first time. Moving forward, business is being added by AIDA Cruises, and Norwegian Cruise Line will return to seasonal homeporting from November 2017 to early January 2018 after a gap of years. Plus, other Puerto Rico destinations are reaping these benefits. Starting in win48 | Fourth Quarter 2016 | Travel & Cruise
With work already started on MSC Cruises’ one-of-a-kind Ocean Cay MSC Marine Reserve, the company is on course to launch the official groundbreaking ceremony on October 6, 2018, a little later than originally anticipated. “As we sat out to finalize construction plans for this one-of-a-kind destination, we realized that to ensure the level of quality and attention to details in both infrastructure and services that our guests have rightfully come to expect from MSC Cruises, it was only appropriate to allot a longer time frame,” said Pierfrancesco Vago, Executive Chairman of MSC Cruises. “In fact, whilst working on the final project, it was hard not want to further enrich this unique beach destination with
MSC Cruises’ Ocean Cay
new and additional unique services for our guests. This naturally called for more time than originally planned.” MSC Cruises is working in collaboration with the Bahamian Government and ecologists, to develop the cay from an industrial site into a flourishing marine reserve that will harmoniously coexist with the local ecosystem and provide a unique, authentic Bahamian experience exclusively for MSC Cruises guests. The planned calls for the cay by MSC Seaside and MSC Divina between December 2017 and October 2018 will be redeployed to Nassau.
Amber Cove Named a TopRated Cruise Line Private Island Destination in Cruise Critic Cruisers’ Choice Destination Awards
The Caribbean’s newest destination, Amber Cove in the Dominican Republic, has been named among the Top-Rated Cruise Line Private Island Destination in Cruise Critic’s first-ever Cruisers’ Choice Destination Awards. The gateway to one of the world’s most beautiful cruising regions—the historic town of Puerto Plata, named
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by Christopher Columbus when he discovered the island in 1492, and home to the first fort built by European settlers in the New World, along with a bustling downtown featuring artist studios, rum and cigar factories and shops and restaurants—Amber Cove features dramatic architectural elements that echo the area’s storied Colonial past with cobblestone plazas lined with a variety of retail offerings, including themed restaurants and bars and a marketplace with locally sourced crafts and souvenirs. An Aqua Zone featuring a pool, water slide, a zip line and poolside cabanas available on site.
St. Maarten Awarded ‘Best Eastern Caribbean Destination’
St Maarten has been named the ‘Best Eastern Caribbean Island’ in the first-ever Cruise Critic ‘Cruisers Choice Destination Awards.’ The top-rated destinations were specifically chosen based on cruisers themselves, with rankings based entirely on ratings of ports from sailings taken on August 1, 2015 – July 31, 2016 submitted with
reviews published on CruiseCritic.com. “It is essential that we continue to focus on the overall cruise visitors’ experience and satisfaction,” said Hon. Ingrid Arrindell, Minister of Tourism. “There is no room for complacency if we want to remain in the top position, as cruise lines and visitors alike strive to look for unique experiences.”
Carnival to Launch First LNGPowered Cruise Ship Based in North America
Carnival Cruise Line is scheduled to take delivery of two new 180,000 gross-registered-ton cruise ships in 2020 and 2022, both powered by Liquefied Natural Gas under Carnival Corporation’s exclusive “green cruising” design. This will mark the first time an LNG-powered cruise ship is based in North America. “We are…thrilled to be introducing Carnival Corporation’s ‘green cruising’ design platform to North America,” said Christine Duffy, president of Carnival Cruise Line. “Both of these ships will be fully powered at sea and in port by
Liquefied Natural Gas, which is the world’s cleanest burning fossil fuel. These ships are being designed for maximum energy efficiency and environmental friendliness.”
Port Everglades Launches Mobile Passport Control Program
On November 4 Port Everglades launched the new U.S. Customs and Border Protection (CBP) approved Mobile Passport Control (MPC) program for cruise ship travel, making it the first U.S. seaport to use the new Smartphone technology. The MPC program, the first Smartphone app authorized to expedite a traveler’s entry process into the United States, is currently in use at a number of airports across the country and has been highly anticipated for use at cruise ports. This first-of-its-kind app allows U.S. citizens with a passport debarking a cruise ship to complete their Customs declaration using their smart phones or other mobile devices, expediting their clearance process in the terminal. Fourth Quarter 2016 | Travel & Cruise | 49
For fly-in convenience, culture, non-stop entertainment, or simply relaxing in the warm Southern California sunshine, nothing beats a cruise vacation out of the Port of Los Angeles. Our world-renowned home-ported cruise lines offer exceptional accommodations and itineraries to suit any passenger preference. And when your clients are back on land, there’s no limit to the fun they can have in greater LA – one of the world’s most popular vacation destinations. So book them on a one-of-a-kind experience that they’ll truly love. Follow us on
For more information, visit www.portoflosangeles.org or www.lawaterfront.org
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THREE KEY LEARNINGS FROM THE 2016 PORT & DESTINATION SUMMIT IN TENERIFE
ringing together 225 delegates from the cruise industry and 45 cruise line executives, Cruise Lines International Association (CLIA) hosted its third annual Port & Destination Summit in Santa Cruz de Tenerife, Spain, on September 20. The event featured networking opportunities as well as open dialogue on topics of crucial importance to port authorities, port agencies, tourism organizations and destination management companies in the region. Three key takeaways included: The Future of Port Operations: The challenge cruise ports face today is the need to become more productive in order to increase their share of the expanding cruise market. The average size of a cruise ship has
steadily increased in the past 5-10 years. As a result, ports need to deal with many more and larger cruise ships than in the past. By expanding and upgrading port infrastructure, it gives the cruise lines more flexibility to develop new and more appealing itineraries. Flexibility is Key: Recent events around the world involving geopolitical and humanitarian factors have presented challenges for the industry. The cruise industry is flexible, however, and ports and cruise lines must work together to adjust deployments and adapt to every-changing environments. Cruise lines work closely with security experts and authorities to constantly reassess their itineraries. Itinerary Planning Best Practices: Through the popular and interactive Itinerary
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Planning Workshop, participants learned the importance of taking into account evolving ship technology, increasingly larger ships, better fuel efficiency and greater stewardship of the environment.
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WHY THERE HAS NEVER BEEN A BETTER TIME TO TAKE A EUROPEAN OCEAN OR RIVER CRUISE
hether it’s cruising throughout the Caribbean, or perhaps taking an Alaskan cruise, ocean cruising has grown tremendously over the past few decades. When it comes to cruising to other parts of the world, however, eight out of 10 people dream of taking a European Cruise, but half of those polled think it’s unaffordable, according to Cruise Critic readers. According to one of Cruise Lines International Association’s (CLIA) Certified Travel Agency, CruiseOne/Dream Vacations, that really is not true. From unprecedented affordability to seasonal events, CLIA experts reveal why now is the time to experience Europe from the comforts of an ocean or river cruise. “There has never been a better time for travelers to take advantage of the European travel deals and the far-reaching dollar to cross international destinations off of their bucket lists,” said Drew Daly, General Manager of Network Engagement & Performance, CruiseOne/Dream Vacations. “A European cruise is the perfect way to do so.” Top Five Reasons Why Now is the Time to Cruise to Europe 1. A ffordable Airfare: Travelers looking for the best value are in luck. In an effort to stimulate the European economy, many airlines have cut prices on flights to Europe. 2. Cruise Line Promotions: Many cruise lines offer the best pricing to travelers in the winter. CLIA Certified Travel Agents are also finding that there are excellent promotions on river cruises that include free airfare, making an 52 | Fourth Quarter 2016 | Travel & Cruise
inaugural first European getaway both attractive and more affordable to first-time cruisers. 3. Avoiding the Crowds: Many European destinations are less crowded with tourists and travelers in winter. Those taking advantage of the off-peak travel season may expect less foot traffic allowing for a more relaxed and intimate vacation experience. 4. Far-Reaching Dollar: In many European destinations, the U.S. dollar is exchanging for higher rates than in the past, making converting currency more favorable for American travelers. Getting more for the dollar helps cruisers do, see and shop more while in their European ports of call. 5. Upcoming Events: There is no shortage of spirited celebrations and events in Europe during the winter months. Travelers hoping to get in the holiday spirit can take a river cruise stopping at the famous Christmas Markets in Nuremberg. According to CruiseOne/Dream Vacations travel agents, many consumers jumped at the chance to book Christmas market river cruises this year. Other upcoming events, including the illuminated Brussels Light Festival, offer cruise travelers a chance to partake in cultural events across Europe. Cruise Lines International Association (CLIA) shares more as far as the benefits. “European cruise travel has never been quite as attainable as it is right now, and cruise travelers are at an amazing vantage point in a climate primed for European travel,” said Cindy D’Aoust, president and CEO, CLIA. “Now is a perfect time for travelers to connect with a cruise-certified travel agent to book the European vacation of their dreams.”
ON LAND: ASIA AND AUSTRALIA::::
CRUISE INDUSTRY VALUE BOOMS DOWN UNDER AS NEARLY 1 IN 20 AUSSIES GO CRUISING
early 1 in 20 Aussies went cruising in Australia last year, according to CLIA Australasia. Since 2004 the number of Australian cruise passengers has grown more than six-fold, making Australia the fourth largest source market in the world and the biggest by market penetration, with 4.5 percent of all Australians cruising in 2015. The growing demand for cruising has led to cruise lines increasing the number and size of vessels homeporting in Australia, which in turn has fueled a 27 percent hike in the contribution of cruising to the Australian economy. Per the recently released CLIA Australasia’s Contribution of Cruise Tourism to the Australian Economy in 2015-16, the industry’s economic output reached a record A$4.6 billion, and the cruise industry now directly or indirectly contributes 18,700 jobs for Australians. These numbers demonstrate the continued appeal of Australia for both homeport54 | Fourth Quarter 2016 | Travel & Cruise
ed and international cruise ships, according to Joel Katz, managing director of CLIA Australasia. And they clearly provide compelling evidence of the economic benefits flowing from the cruise industry’s continued growth. The data was released just weeks before Royal Caribbean’s new $1.3 billion Ovation of the Seas, the largest cruise ship to be homeported in this region, arrives for its maiden season Down Under. The CLIA report shows that overall cruise ship visit days to Australian ports grew by 39 percent in 2015-16, with a 45 percent surge in calls by homeported ships helping to drive the increase and boost the economic impact of cruising. The increase in homeported ships homeported ships accounted for 82 percent of total passenger port days, up 32 percent from the previous year in a move which reflects the growth in local cruising. The rise in homeported ships offering local itineraries also saw an increase in calls around Australia, helping to further spread the economic benefit of cruising to all states. The overall economic output of cruising
in New South Wales rose by 20 percent in real terms to A$2.89 billion, while Queensland’s contribution surged by 53 percent to A$976 million, and Victoria’s output was up 43 percent to A$346 million. Meanwhile, the Northern Territory’s output doubled to A$62 million, Tasmania rose by 32 percent to A$60 million, South Australia was up 72 percent to A$51 million and Western Australia rose 9 percent to A$190 million. Although New South Wales remains the dominant cruise state, accounting for 63 percent of the industry’s economic contribution, this represented a five percent fall in market share. The report’s findings reinforced the impact of capacity constraints, particularly in Sydney, at a time when the size and capacity of ships was increasing, told Steve Odell, chairman of CLIA Australasia. He said these constraints were placing more pressure on Brisbane and Melbourne ports. “As cruise lines increasingly announce exciting new ships and deployments in this
:::: ON LAND: ASIA AND AUSTRALIA
region, Australia will only continue to benefit in the long term if government recognizes the importance of long term infrastructure planning.” “To make the most of our potential and maintain our edge in an increasingly competitive environment, we must do all that is possible to encourage more cruise ships to our shores,” he continued. As this bumper summer cruise season kicks-off, five cruise lines will be making their first ever calls to a range of ports from Darwin in the Northern Territory to Burnie in Tasmania, while across the fleets, individual ships will be making close to 70 maiden calls to coastal towns and cities. Communities around Australia are excited to be welcoming these ships and share in the A$4.6 billion in economic benefits that flow from cruise tourism in Australia annually. Highlights of the peak summer period include: • The first maiden ship call for the summer season with Holland America Line’s Maasdam debuting in Sydney.
• The inaugural Australian season of the largest Princess ship to sail from Australia this summer, the 3082-guest Emerald Princess, making her first Australian call in Fremantle during November. • The inaugural visit of the largest ship to visit Australia, Royal Caribbean’s Ovation of the Seas, arriving in Fremantle on December 6 to make the first of six maiden calls. • The Australian debut of the ultra-luxury Seabourn Encore arriving in Darwin on January 22 and sailing down the Australian coast to reach Sydney on February 2 and Melbourne on February 4, 2017. In all she will make nine maiden Australian calls. • The first Australian visit of the luxury Azamara Journey, arriving in Darwin on February 8, 2017 - the first of 12 maiden calls. • The debut of the 92,000-tonne Norwegian Star, which will make seven maiden Australian calls commencing with Darwin on January 29, 2017. • The maiden Australian visit of Hapag-Lloyd Cruises Europa 2, which will debut Down Under with her call to Hobart on December 26, making 13 inaugural calls around the country. • The inaugural visit of Oceania Cruises’ Sirena, which will arrive in Sydney on March 6, 2017 and make eight maiden calls to local ports. • A Royal Rendezvous of Cunard’s remastered flagship Queen Mary 2 and her younger sister Queen Elizabeth in Sydney on February 25, 2017. •Q ueen Mary 2’s first ever visit to Tasmania with calls to Port Arthur on February 27 and Hobart on February 28, 2017. • Royal Caribbean’s first call to Wollongong with a visit by Radiance of the Seas. • The first ever round-trip cruise to South America from Australia—an 84-night cruise by Princess Cruises’ Sea Princess departing Sydney on January 11, 2017.
Fourth Quarter 2016 | Travel & Cruise | 55
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:::: ON LAND: ASIA AND AUSTRALIA
CRUISE360 AUSTRALIA WRAP-UP!
he Cruise360 Australia conference was a resounding success with close to 480 participants in attendance as the cruise industry focused on “Navigating the Future.” Emcee and moderator for the day, Ross Greenwood, delivered an energy to the day that was evident from his opening comments! Ross is well known for his enthusiasm and very astute business acumen, and it has to be said that for someone that is not involved in the cruise industry on a daily basis, his level of knowledge, understanding and insight into the cruise scene was remarkable. The theme of “Navigating the Future”
was addressed in all panels and included discussion on technology and ship design through to the relevance of retail agents as the evolution continues. One of the highlights of the day came from the keynote speaker, Michael McQueen. Referencing Michael’s website, he is an award-winning speaker, social researcher and best-selling author. He has his finger on the pulse when it comes to emerging trends shaping business and culture, and he certainly left the audience with some great ideas to take back into the workplace. One of Michael’s closing quotes, which is so appropriate for retailers today: “Go big, Go Boutique or Go Broke!”
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• Highly rated professional development opportunities • Multiple networking events • Ship inspections • An in-depth view of current cruise & travel industry trends
APRIL 18–24, 2017 R E G I S T E R T O D AY AT CRUISE360.ORG
MEMBERS & TRAVEL AGENTS ::::
The Top 3 Ways to Make the Most of Wave Season By Charles A. B. Sylvia, Vice President, Membership and Trade Relations, Cruise Lines International Association (CLIA)
here is no greater opportunity for travel consultants who drive cruise sales than Wave Season, the cruise industryâ€™s busiest sales period of the year. What started out as a promotional campaign lasting one week has grown, over the years, to become a three-month-long sales marathon (January through March) resulting, for most agents, in more than 70 percent of their cruise sales for the year. Given the fact that cruising has consistently proven itself to be the fastest growing, most profitable segment of the leisure travel industry, travel consultants looking to significantly move their cruise sales needles forward must make the most of this extraordinary time of year. Here are three ways to do it: 1. Sharpen Your Axeâ€”There is an old fable about a lumberjack who chopped more wood than another lumberjack working alongside him, just by taking the time to sharpen his axe. The other lumberjack never stopped, choosing instead to chop harder, and he came up short in the end.
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:::: MEMBERS & TRAVEL AGENTS
Apply the moral of this story to your career as a travel consultant. The last thing you want to do is work hard only to come up short. You must sharpen your skills in advance of Wave Season…in the last quarter of the preceding year. When children go back to school, mark your calendar to revisit your cruise industry education.
into a finite amount of time. What is equally important—if not more important—is scheduling your day strategically, so you’re performing your tasks when you are most likely to perform them best. While there is no telling what might happen in the course of a day, stick to these guidelines:
• Make certain to renew your CLIA Travel Agency Membership or Individual Agent Membership for the coming year, so you can access the definitive industry training. • Take advantage of CLIA’s online courses and other professional development opportunities. You are entitled to two free online courses with your membership (six, if you are affiliated with a Premier Agency Member). • L earn about the newest cruise ships and their onboard features and amenities. • G ain a solid understanding of up-and-coming ports of call, along with any unique shore excursion opportunities they might offer your clients. • L earn about that cruise line you are not currently selling, but want to sell. Visit their trade-facing website and review their learning resources. • Reach out to cruise line BDMs to participate in any ship inspections in your area. If you are not located near a port, register for a CLIA live training event near you, so you can experience virtual ship inspections. • C ommunicate your CLIA member status to your cruise line BDMs and inquire about any upcoming seminars at sea or FAM trips. Your CLIA membership affords you priority invitation and confirmation to these experiential learning events. 2. Beat the Clock—Benjamin Franklin said, “Dost thou love life? Then do not squander time, for that is the stuff life is made of.” Truer words have never been spoken. All we have in life is time. Effective time management is not just about fitting everything you have to do
• Schedule 30 minutes of every day, before you start answering calls and responding to emails, to read the latest industry news and review current supplier promotions. Doing this will keep you informed, enabling you to speak confidently and intelligently with prospects and clients. The most successful agents I know do this, every single day. • Run your day the same way an attorney or a financial advisor would run theirs. If you are particularly busy when a sales inquiry comes in, let the prospect or client know it, but communicate that their business is important to you. Then, schedule a call so you can give them the undivided attention they deserve. I have been doing this for 23 years and it works. People want to do business with professionals who are in high demand. As long as you show respect for their business and conduct yourself professionally, people will line up to work with you. Remember, you are a consultant with valuable experience and knowledge, no different than an attorney or financial advisor. Your time is just as valuable. • Set your prospects’ expectations so you can exceed them. In other words, under-promise and over-deliver. Give yourself enough time to properly research the availability and pricing they need to make their decision, along with any other information critical to closing the sale. Actually schedule research time, and book it when suppliers can be reached by phone, in case you have questions not covered on their booking platforms. Ask your prospect if it would be okay to get back to them at a specific time, allowing yourself more than enough
Charles A. B. Sylvia, Vice President, Membership and Trade Relations, Cruise Lines International Association (CLIA)
time for research. Then, circle back with them before the promised time. You’ll give the impression of being efficient, resourceful, and valuable. When was the last time someone exceeded your expectations? Bet you remember it well. • W hen closing sales and collecting payments, try to ask your clients for money in the morning, preferably on a bright day. The beginning of the day is when people feel most empowered and upbeat, and it’s when they are least likely to be hesitant and objectionable. I have personally used this technique for years and it works like a charm. 3. Leverage the Loyal—If you are great at what you do, your loyal, repeat clients love you. Help them understand what Wave Season is all about; share with them how busy you are during these three months; and ask them if they would lend you a hand by sending referrals and endorsing you through testimonials and vacation pictures that you can post to your social media platforms. Doing this saves you time in having to sell yourself and why people should turn to you. While you must demonstrate your value at all times, leveraging those who have experienced your great work firsthand—who are happily willing to share their experiences to influence others on your behalf—multiplies the extent of your market reach and establishes you as a cruise travel authority in high demand. Fourth Quarter 2016 | Travel & Cruise | 59
MEMBERS & TRAVEL AGENTS ::::
WHICH CERTIFICATION IS RIGHT FOR YOU? CLIA has completely renewed our certification programs, with the enhancement of our existing Accredited Cruise Counsellor (ACC), Master Cruise Counsellor (MCC) and Elite Cruise Counsellor (ECC) certifications, and including the launch of our newest program, the Certified Cruise Counsellor (CCC) certification. The CCC program is geared toward travel agents who are new to the industry and career explorers. CLIA’s certification and certificate programs serve to elevate your personal and professional brand, an important consideration for vacationers when selecting a travel agent. With so many certifications to choose from, you may be wondering which CLIA certification program is right for you. Below
is an outline of our certification programs and a brief summary of their individual requirements. Reviewing the requirements for each program can help you decide which certification is the best fit for you based on where you are in your career as a travel professional. Enrollment in these certifications is exclusive to current CLIA Individual Agent Members (IAMs) and CLIA’s Career Seascape provides a variety of options for completing your certification requirements through live instructor-led training, online courses, and webinars. Our CCC and ACC certifications are the only two entry points to our certification programs, as the MCC and ECC require the preceding certification to have been achieved prior to enrolling. If you are still unsure which certification may be the best fit for you, here are some questions you can ask yourself: • Have you ever been on a cruise? • How long have you been in the travel/cruise industry? • Have you been in the travel industry but haven’t sold cruises? • How many staterooms have you sold in the last year? • Have you toured a cruise ship but not sailed? • A re you able to travel to ports or industry events that offer ship inspections? The infographic below will help provide you with additional clarity on which certification is right for you based on your responses to the questions you’ve just answered. It identifies which path may be best for you based on where you are in your career as a travel professional.
There is no better way to elevate your personal and professional brand and be recognized as a true cruise selling professional than to earn your CLIA certification! Take your career to the next level with CLIA certification. Your future starts now!
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MEMBERS & TRAVEL AGENTS ::::
Bonaire’s Cruise Tourism Continues to Sail Successfully
Wednesday October 26, 2016. Preschoolers waved the island’s flag, welcoming the cruises visitors, before they were serenaded by local island bands as they came ashore. A total of 173 cruise calls and 313,600 passengers are projected for the 2016/2017 season. The Ministry of Tourism and the Discover Dominica Authority continue to work with all tourism stakeholders to ensure a welcoming and enjoyable experience.
Bonaire cruise tourism is continuing to increase. Bonaire is very well regarded by cruise lines and passengers, recently winning Cruise Critic’s “Best Southern Caribbean Cruise Destination” award. Confirming growth and development, the 2017 calendar year shows Bonaire expecting over 400,000 passengers, by far Bonaire’s highest total. Bonaire will also be welcoming many new cruise lines, including Costa Cruises and Disney Cruise Line in 2018.
Cruising Getting Easier for International Passengers in the ‘Big Easy’
Cruising from the Port of New Orleans just keeps getting easier for international passengers who want to enjoy the Big Easy before or after their cruise vacations. In spring 2017, British Airways begins offering nonstop flights connecting New Orleans and London. In summer 2017, the German airline Condor begins seasonal nonstop service from New Orleans to Frankfurt. Other international flights from New Orleans include itineraries to Panama City, Panama; Cancun, Mexico; and Punta Cana, Dominican Republic.
Paige and Federico Gonzalez-Denton, AVP of Government Relations for Royal Caribbean Cruises, visited Peru last month. Following an agenda coordinated by the Peruvian Ministry of Foreign Trade and Tourism and the Trade Commission of Peru in Miami, the familiarization trip took place in Lima from October 10-11, displaying the country’s infrastructure, challenges and opportunities for the cruise industry, while featuring successful meetings with the Minister, the City of Lima, ports authorities, tourism associations and logistic companies.
Tortola Pier Park Delivering Passenger Experience from the First Step
The newly built Tortola Pier Park holds exceptional guests experience as their most valued asset. The friendly smiling faces of trained customer service ambassadors and multilingual greeters welcome passengers upon arrival to the facility, poised and ready to meet and exceed the needs of guests as they traverse the shopping center. To compliment the guests experience Tortola Pier Park’s entertainment program has been curated to showcase the musical culture of the Virgin Islands ensuring the musical enjoyment of all passengers.
Mazatlan Is Back in the Cruise Industry Game!
After tremendous efforts led by the Governor Mario Lopez Valdez, the FCCA Operations Committee recognized Mazatlán, which this year will receive 212,000 passengers, as a worldwide example of successful cruise tourism recovery. Due to new attractions, activities, restaurants and more, 2017 comes full of good news and five new cruise lines arriving to Mazatlán, including Disney Cruise Line, Azamara, Oceania, Seven Seas Cruises and Crystal.
Sonora to Welcome Azamara Quest and Crystal Serenity in 2017
Dominica Launches 2016/2017 Cruise Season
Dominica’s 2016/2017 cruise season kicked off in Roseau Celebrity Summit’s call on 62 | Fourth Quarter 2016 | Travel & Cruise
Peru Hosts FCCA Delegation for Meetings and Site Visits An FCCA Operations Committee delegation, including FCCA President Michele
After two years of negotiations, Port of Guaymas in Sonora is ready to receive new ships. Guaymas will welcome Azamara Quest on February 15, 2017 and Crystal Serenity on May 16, 2017. The port currently has the following services: port infrastructure, international airport, fuel service, public safety, provisioning, ship agents, drinking water, lodging, migration, customs, parking, protection and safety,
:::: MEMBERS & TRAVEL AGENTS
natural beauty, cultural sites, and beautiful beaches, among others. The port is continuously working to attract more ships and to be included in more itineraries.
Puerto Vallarta Celebrates Awards and Prepares for New Projects
Puerto Vallarta is innovating its touristport services and facilities to develop three projects: a commercial terminal building; installation of recreational and cultural services with an aquarium; and a commercial installation of port services and parking. The port was recognized as the best port on the Riviera of Mexico and South America in the 2016 Cruise Critic Cruisers Choice Awards 2016, while also being awarded in the Elite category by Global Quality Foundation in October 2016.
Amerimed Strengthens Pulse in Cozumel With a combination of state-of the art equipment and talented health professionals, Amerimed has been at the forefront of healthcare services in select tourist destinations in Mexico for more than 15 years. In only two years, Amerimed Hospital in
Cozumel has been positioned as Cozumel’s only internationally accredited facility, as well as a reference center for cruise lines, domestic and international insurance companies, tourists, and local residents alike. For more, visit www.amerimedcozumel.com.
Banana Coast Tours Is Getting Ready for the 2017 Cruise Season
Banana Coast Tours at Banana Coast, Trujillo, Honduras, employs over 40 guides and understands that a well-trained tour guide is the most important part of the shore excursion tour product. So they take the goal of providing an excellent experience to cruise guests very seriously. And while cruise passengers rarely remember every detail of a tour, the attention to quality is reflected in average satisfaction ratings of 95 percent from passengers, with its guides consistently achieving ratings of 99 percent.
Aquila Tour Guide Training in Belize
The Belize Tourism Board, in partnership with Norwegian Cruise Line and the Aquila Center for Cruise Excellence, conducted their second Cruise Guide Specialization Training in Belize. Fifty-one tour guides
were trained by the renowned Canadian tour operator and trainer, Aquila Center for Cruise Excellence. The primary objective was to learn attributes of an excellent tour guide and skills to transfer knowledge into reality when guiding cruise shore excursions. Their Tour Guide Excellence International Certification will be awarded after successful completion of the course’s requirements.
Aquila Congratulates Destinations That Invested in Tour Guide Training
Aquila Center for Cruise Excellence congratulates the following destinations who have invested in training this fall: Aruba, Belize, Bonaire, Dominican Republic, El Salvador and Saint Martin. In El Salvador, nine Tour Operators received their ACE Tour Operator Designation, and 25 guides received their Tour Guide Excellence International Certification. Dominican continued another wave of 20 tour guides online, and Belize did a second wave of training for 55 tour guides in Harvest Caye.
Appleton Estate Takes Home the Gold
The first female Master Blender, Appleton Estate Jamaica Rums’ Joy Spence received the “Most Influential Rum Blender in the Fourth Quarter 2016 | Travel & Cruise | 63
MEMBERS & TRAVEL AGENTS ::::
Last Ten Years” Award at the Golden Rum Barrel Awards held in London on Sunday October 23, 2015. The Golden Rum Barrel Awards celebrates the stars of the rum industry and this year’s awards focused on 10 years of rum achievers in honor of UK Rum Fest’s 10th Anniversary.”
partners. The event features exhibitors and attendees from around the world, a multitrack conference program, and the State of the Global Cruise Industry keynote. Register Now for the event at www.seatradecruiseglobal.com and save 10% using promo code: TRACRU10
Cox and Company: 90 years and Counting!
Cox and Company Limited celebrated 90 years in business this year, starting with a Thanksgiving service held at the Cathedral of the Immaculate Conception on Sunday, October 23. The day continued with a grand luncheon and awards ceremony, where the contributions of employees were recognized. The services offered by Cox and Company Limited has evolved over the years to accommodate the changing trends, whilst managing to maintain the integrity and values on which the company was built 90 years ago.
2017 Seatrade Cruise Global Open for Registration
Seatrade Cruise Global, the cruise industry’s premier global event, is being held March 13-16, 2017. The event guarantees to bring together every facet of the business, including cruise lines, suppliers, travel agents and
The Sky’s the Limit for PPI Group As part of its goal to continually evolve and expand its services, PPI Group’s video department now offers the capability of shooting high-quality drone footage. From high above ports of call to at-sea aerials, the experienced, knowledgeable, and creative team can capture the most stunning scenes and then edit and produce the footage to produce a high-quality video to suit each client’s needs. Find out more at www.ppigroup.com/broadcast-productions
FACES IN THE INDUSTRY ::::
ADAM GOLDSTEIN TO BECOME FCCA EXECUTIVE COMMITTEE CHAIRMAN
dam Goldstein, president and COO of Royal Caribbean Cruises Ltd., will become the FCCA Executive Committee Chairman on January 1, 2017, announced Micky Arison, Carnival Corporation & plc Chairman and current FCCA Executive Committee Chairman, during the FCCA Cruise Conference & Trade Show’s CEO Roundtable, which featured them both. “I am honored to have served as FCCA Chairman for a total of more than a decade,” said Arison. “During this span, I have watched the growth of not only the Association, but also the partners we serve, and I know that Adam Goldstein will continue this mutual growth.” Arison’s latest tenure as FCCA Chairman, beginning in January 2015, was shorter than his prior decade-long term, but in that brief span he helped add South American cruise tourism logistics to the FCCA’s responsibilities and continue to grow the FCCA Platinum Membership with new members and benefits, along with assisting the partnership between the FCCA and Cruise Lines International Association (CLIA) to globalize and rebrand this magazine. “The cruise industry today is now a global industry player, and under Micky’s leadership, the FCCA has strengthened its relationships with the industry and our Caribbean and Latin American partners,” said Goldstein. “I am extremely proud to take over the chairmanship of the FCCA, and my main goal is to continue on this path by making sure the region is prepared to face the challenges and opportunities that lie ahead in this highly competitive and globalized environment.” Goldstein seeks to continue the successful proactive and interactive approach and to further develop relationships with destinations through his hands-on dealings and unwavering dedication. By participating at FCCA meetings and events, he will keep a constant dialogue between the cruise lines and destination stakeholders to achieve mutual benefits. His wealth of knowledge about the industry and destinations will lead the way to successful operations for both. Along with sitting on the FCCA Executive Committee for more than a decade and regularly attending FCCA events, Goldstein’s role as CLIA Chairman also gives him valuable experience to further chart a successful route for the FCCA and its partners. “As Adam transitions out of his role as Global Chairman of CLIA this year, we are glad to see him move into this leadership role with FCCA,” said Cindy D’Aoust, President and CEO of CLIA. “Adam has made significant positive contributions to the cruise industry as CLIA’s Global Chair and throughout his career, and we thank him for his dedication and commitment.”
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FACES IN THE INDUSTRY ::::
JOSHUA PEREZ (Honduras) MERABELLA LUXURY BOUTIQUE MANAGER, NORWEGIAN CRUISE LINE My name is Joshua Perez, and I started my career with Norwegian in 2009. I’ve never worked for another cruise line. I started in the position of utility hotel, and I have grown in the company to become one of the box office managers onboard. As part of the Cruise Programs department, my responsibilities are to take care of reservations for the headline entertainment onboard and ensure all our guest are happily accommodated and receive the best experience while enjoying the entertainment that we offer. I really enjoy working on ships. First and foremost, being here gives me the opportunity to provide for my family at home, but second, I’m able to travel and experience places that otherwise I would never be able to see if working in my country. I should also mention the many good friends I’ve made from all around the world! I am really happy to work for this amazing company, and I would definitely encourage my friends and others to work here too. One thing I learned working abroad and away from my family is that hard work, sacrifice, discipline and trust in God really pays off.
RANDY BROWNE (St. Vincent & the Grenadines) FOOD & BEVERAGE SANITATION CONTROLLER, ROYAL CARIBBEAN INTERNATIONAL My name is Randy Browne, and I am from St. Vincent & The Grenadines. As an F&B sanitation controller, I oversee initiatives related to food safety and hygiene standards aboard the ship. I conduct food safety and public health training programs for crewmembers and ensure essential cleaning and sanitation processes are followed on a daily basis. Before joining Royal Caribbean International, I was a construction worker. I decided to join the cruise industry because I wanted to develop my skills in many different areas, and also get to explore different islands. My favorite destinations are St. Maarten, St. Thomas, Mexico and Jamaica because I get to do a lot of shopping, learn different languages, and meet interesting people. I love working on the cruise ship because I get to utilize a lot of different skills within a challenging environment, and also get to work with people from many different nationalities. Most of all, as a team player, I enjoy ensuring our guests onboard are happy with the services we provide and that we are creating an experience they will never forget.
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2016 4th quarter edition of Travel & Cruise Magazine. Published quarterly, Travel & Cruise is the official magazine of the FCCA, CLIA and th...
Published on Dec 15, 2016
2016 4th quarter edition of Travel & Cruise Magazine. Published quarterly, Travel & Cruise is the official magazine of the FCCA, CLIA and th...