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THE OFFICIAL MAGAZINE OF THE CRUISE INDUSTRY FIRST QUARTER 2017

Two new major tourist attractions, a state-of-the-art terminal and all-time-high guest satisfaction position COSTA MAYA for success

GOLDEN AGE

Arnold Donald discusses the “Cruise Generation” and the industry’s economic and humanitarian benefits

INNOVATION TRIUMPHS Roberto Fusaro explains why cruise operators must innovate to compete in the ever-evolving industry

MUTUAL COMMITMENT Andy Stuart shows how cruise lines, stakeholders and travel agents work and grow together


THERE ARE PORTS OF CALL, AND THOSE THAT BECKON. Sail to a cruise destination that’s as pleasurable for you as it is your passengers. The four ports of the U.S. Virgin Islands feature seven berths with fully established accommodations designed to attend to all of your vessel’s needs. While ashore, your passengers will be overcome with our alabaster beaches, great shopping, and unique cultural and culinary attractions. For more information on the ports of the U.S. Virgin Islands, visit www.viport.com and www.wico-vi.com.

FREDERIKSTED, ST. CROIX

WEST INDIAN COMPANY, ST. THOMAS

GALLOWS BAY DOCK , ST. CROIX

CROWN BAY, ST. THOMAS

©2017 U.S. Virgin Islands Department of Tourism


CONTENTS

Features FIRST QUARTER 2017 WWW.TRAVELANDCRUISE.COM

ON THE COVER

16

THE OFFICIAL MAGAZINE OF THE CRUISE INDUSTRY FIRST QUARTER 2017

30 Two new major tourist attractions, a state-of-the-art terminal and all-time-high guest satisfaction position COSTA MAYA for success

GOLDEN AGE

Roberto Fusaro explains why cruise operators must innovate to compete in the ever-evolving industry

INNOVATION TRIUMPHS Roberto Fusaro explains why cruise operators must innovate to compete in the ever-evolving industry

SPOTLIGHT

MUTUAL COMMITMENT Andy Stuart shows how cruise lines, stakeholders and travel agents work and grow together

Costa Maya, Mexico

DEPARTMENTS

07, 09 President’s Letter 84

Member Highlights

87

Faces in the Industry

14

The Golden Age of Cruising Cruising is winning the popularity contest, especially with younger generations, explains CLIA Chairman and Carnival Corporation CEO Arnold Donald

16 Innovation Will Triumph in Cruising This

Year MSC Cruises USA President Roberto Fusaro shares his firsthand experience of cruising’s evolution through constant adaptation and MSC’s plans for growth

20 Norwegian’s Commitment to the Caribbean Travel & Cruise Magazine © 2017. All Rights Reserved. Reproduction in whole or in part, in any form, electronic or otherwise, without written permission of the FCCA is prohibited. To subscribe or change your address, please send requests to info@f-cca.com Florida-Caribbean Cruise Association (FCCA) 11200 Pines Blvd., Suite 201 Pembroke Pines, FL 33026 Phone: (954) 441-8881 Fax: (954) 441-3171 Published by:

In Partnership with:

Andy Stuart, Norwegian Cruise Line President & CEO, highlights Norwegian’s focus on attracting guests and working with stakeholders and travel agents for sustainable success

22 Tauck Small Ship Cruising: The Sweet Spot An interview with Tauck CEO Daniel Mahar reveals why small ship cruising has become a big deal

LET’S GET TECHNICAL 25 Cruise Industry Brass Rings Ways to

Improve Business for Destinations and Stakeholders Presidents, chairmen and COOs of FCCA Member Lines reveal the industry’s present and future and how to maximize the immense potential

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.

28 A New Generation Is Embracing Cruise

Travel Millennials and Gen Xers are all aboard cruising, finds CLIA’s 2017 Cruise Travel Report

30 Celebrity Chefs and River Cruising Lead the Way in 2017 Cruise Trends

32 Knowledge Is Power (and Safety): The Importance of Crew Training

34 Evolution of Guest and Crew Care

Programs in the Cruise Line Industry

36 CLIA Joins Efforts to End the Illegal Wildlife Trade

MEETINGS & EVENTS

38 Maximizing Seatrade Cruise Global: Easy as FCCA Cruise executives, meetings and networking events await Seatrade attendees looking to improve their business

40 Key Cruise Line Executives and FCCA

Platinum Members Gather for Meetings, Business Opportunities and Family Fun Another exclusive FCCA Platinum Member event brings cruise executives and stakeholders closer together to help close deals

42 Cruise360 Offers a Panoramic View of Cruising

ON BOARD

45 Carnival Corporation Unveils Game-

Changing Guest Experience Platform In historic fashion, Arnold Donald introduced “an entire world of experiences” transforming guests, wrists into their cruise concierge

FIRST QUARTER 2017 | TRAVEL & CRUISE 3


EXPLORE COLOMBIA’S NATURE AND BIODIVERSITY, ONE OF THE BEST KEPT SECRETS IN THE CARIBBEAN AND THE PACIFIC OCEANS


CONTENTS

Features

58 48 45

Fain Hails Carnival's Ocean Medallion and Reveals Excalibur Royal Caribbean Chairman Richard Fain praises Donald’s positive publicity for the industry and hints at Royal’s ambitious plans

45 MSC Seaview Coin Ceremony Marks

Milestone in Expanding MSC Cruises' Fleet

45 A Night to Remember: Seabourn Encore Christened

46

Norwegian Cruise Line to Build New Next Generation of Ships

46

Carnival Corporation to Build Two New Ships

46 46

Dive into Adventure with PADI Open Water Diver Course on Royal Caribbean “Beauty and the Beast” to Become New Stage Spectacular on Disney Cruise Line

ON LAND:

46

What Can Frontline Training Do for Your Destination? Beth Kelly Hatt, president of Aquila’s Center for Cruise Excellence, tells how to increase competitiveness by creating a culture of service excellence

ON LAND: THE CARIBBEAN & THE AMERICAS

48

50

Cruise Industry’s Rising Tide: Does It Lift Your Destination? FCCA President Michele Paige reviews global trends in the cruise industry and how they affect Caribbean stakeholders Prime Minister and Minister of Tourism of Jamaica Share Past and Future Tourism

The Most Hon. Andrew Holness sat down with the FCCA to share some of Jamaica’s plans after a reception in his honor with cruise executives

52 Cuban Itineraries on the Charts for

Norwegian and Royal Caribbean, Full Steam Ahead for Carnival

54 Dawning of a New Destination: Harvest

Caye, Belize A new pier with resort-style amenities and access to Belize’s culture mean a lot to the destination and cruisers, tell Frank Del Rio and Hon. Manuel Heredia

56 Groundbreaking MSC Marine Reserve Breaks Ground

58 Discovering the Lost Kingdom of Costa Maya

62 Speaking Dolphin ON LAND: EUROPE, MIDDLE EAST & AFRICA

72 Insights from CEO of Celestyal Cruises

and Chairman of CLIA Europe, Kyriakos Anastassiadis An interview with Anastassiadis reveals his plans for CLIA Europe and Celestyal Cruises

74 Cruise Lines International Association

Hosts First Executive Partner Conference in London CLIA’s successful event in London earned praise from attendees and executives benefitting from the forums

ON LAND: ASIA & AUSTRALIA

Thamm keys in on his appointment as CEO of Carnival Asia and the focus on developing China’s cruise industry

76 Jan Swartz Named Group President of

Princess Cruises and Carnival Australia

77 P&O’s Pacific Pearl Launches Special

Season with Auckland Nines Fans P&O President Sture Myrmell celebrates the launch of a four-month season bringing $20 million to New Zealand

MEMBERS & TRAVEL AGENTS

78 CLIA’s Travel Agent Cruise Industry

Outlook Report Shares Key Trends Advance bookings, value hunting, travel agents’ increasing need to match cruisers to cruises, and other trends are revealed in this quarterly report

80 Setting Sail for Sales Success Charles

Sylvia, CLIA’s membership and trade relations VP, lays out a 10-part checklist to ensure sales success

82 CLIA Membership Benefit Highlight: Career Counseling Service

82 An Alliance for Professional Excellence:

PTANA Joins CLIA as a Premier Member

FACES IN THE INDUSTRY

87 FCCA Operations Committee Welcomes

New Chairman Carnival VP Carlos Torres de Navarra is ready to strengthen relationships, develop mutual success, enhance the guest experience and expand opportunities

76 Carnival Corporation Shifts Roles for

Operations in China and Asia Michael

FIRST QUARTER 2017 | TRAVEL & CRUISE 5


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PRESIDENT’S LETTER: FCCA

“WITHOUT CONTINUAL GROWTH AND PROGRESS, SUCH WORDS AS IMPROVEMENT, ACHIEVEMENT, AND SUCCESS HAVE NO MEANING.”

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

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

–BENJAMIN FRANKLIN

Michele with Adam Goldstein FCCA’s Chairman and President & COO of Royal Caribbean Cruises Ltd.

A fresh calendar sometimes makes us want to rip up old pages and only look at fresh ones. But we must use out past as a foundation. Similar to reflecting on strengths and weaknesses to develop resolutions, we must create our business goals by using experience, knowledge, resources and relationships. This year’s first issue of Travel and Cruise shows that the FCCA and CLIA embrace this philosophy, with the sister associations continuing to build onto their sturdy foundation through initiatives like this, the official magazine of the global cruise industry. And articles highlight other ways the associations work both together and with their partners to form relationships and aid growth. The PAMAC Cruise Summit article recaps one of the FCCA’s exclusive annual events gathering Platinum Members with cruise executives; a spotlight on the FCCA’s offerings at Seatrade Cruise Global showcases opportunities available to anyone on the floor; and other articles explain how the FCCA can positively impact cruise industry business by giving a direct line with key players in the cruise industry. Some of these players are right here in this issue. FCCA Member Line presidents, chairmen, CEOs and COOs share their insight and latest and future developments in this exponentially growing industry, with featured articles from Arnold Donald, Chairman, Carnival Corporation & plc and CLIA Global; Roberto Fusaro, President, MSC Cruises USA; and Andy Stuart, President, Norwegian Cruise Line. More input from cruise line brass rings with lessons from the FCCA Cruise Conference & Trade Show Roundtable, including Micky Arison, Chairman, Carnival Corporation & plc; Orlando Ashford, President, Holland America Line; Christine Duffy, President, Carnival Cruise Line; and Adam Goldstein, President & COO, Royal Caribbean Cruises Ltd., and FCCA Chairman. My own article shares ways destinations can stay competitive on a global playing field (and how the FCCA can help), and Beth Kelly Hatt, President of Aquila’s Center for Cruise Excellence, shares how a new training program is helping destinations stay competitive through a culture of service excellence. Hopefully this issue also provides inspiration and ways to drive forward, without forgetting to set the rear-view mirror. After all, one of the FCCA’s main goals is providing a vehicle for this progression to travel together towards a bright future. Respectfully yours,

Jessica Lalama EXECUTIVE ASSISTANT Vanessa Gutierrez ADMINISTRATIVE ASSISTANT

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


By land or by sea.

DOMINICAN REPUBLIC HAS IT ALL


PRESIDENT’S LETTER: CLIA

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

CLIA STAFF 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

From new ships to new innovations, the cruise industry and 2017 are off to a great start. This year, cruising will welcome a brand new “Cruise Generation.” Recent surveys from younger generations, including millennials, rate cruise travel as the best type of vacation compared to land-based vacations, all-inclusive resorts, tours, vacation houses and rentals, and 90 percent of those that have experienced cruise travel say they will continue to cruise. And with a new generation to cruise, the role of a travel professional becomes even more critical. The key to a successful cruising experience is matching the traveler’s preference with the best cruise option. Travel agents are truly the matchmakers that ensure a cruise is an unforgettable experience, with 82 percent of cruisers stating they tend to work with a travel agent when booking a cruise. Coming up in this issue of Travel & Cruise, you can read more about the new “Cruise Generation” and other trends we are predicting for 2017, all of which are priming our industry to welcome more than 25 million cruise passengers this year. This edition also highlights one of CLIA’s biggest events of the year, our annual Cruise360 Conference, which is returning to sunny Fort Lauderdale in April. Cruise360 brings together travel professionals, industry suppliers, cruise line representatives and executives, CLIA preferred suppliers as well as destinations and ports. Registration is nearing “sold out,” so register now to join us from April 18 -24. The diverse seminars, ship inspections, professional development and other special events, including CLIA’s Hall of Fame Awards Gala, bring ways for attendees to get empowered and learn from the best in the industry. I am personally excited to share two articles with readers, the first from CLIA’s new Global Chairman, Arnold Donald, president and CEO of Carnival Corporation & plc, and the second from Kyriakos Anastassiadis, CLIA Europe Chair and CEO of Celestyal Cruises. The articles provide great insights on CLIA’s focus and the industry, and both leaders will be with us at Seatrade Cruise Global in Fort Lauderdale to share their Chairman priorities. Thank you for your support of the industry and CLIA. We realize we are only as successful as the community that supports us. I look forward to continuing our work together and bringing you the resources and news that are relevant to you. Enjoy this issue of Travel & Cruise! Best,

Cindy D’Aoust President & CEO

Caroline Johnson SENIOR VICE PRESIDENT, MEMBERSHIP OPERATIONS FIRST QUARTER 2017 | TRAVEL & CRUISE 9


12 FIRST QUARTER 2017 | TRAVEL & CRUISE


MAKING PORT IS THE FIRST STEP.

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

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Spotlight "THE MORE PEOPLE CRUISE, THE MORE THE WORLD BECOMES A SMALLER AND BETTER PLACE."

The Golden Age of Cruising By Arnold Donald, Global Chairman, CLIA; President & CEO, Carnival Corporation & plc

I

’m looking forward to working with my many colleagues in the global cruise industry. I am honored to be representing our great industry – and really, what better industry could there be than one that delivers joy and happiness to the millions of guests we serve? At CLIA, we want everyone in the cruise industry to do well. We want everyone to succeed. It is in our common interest to have high standards for safety in everything that happens on all our ships, but also in the waters we sail. We recognize that issues or problems anywhere in the world, affect us all, and it is in our best interest to collaborate on marine operational best practices, wherever possible. CLIA helps us guide policies and practices that ensure a safe, secure, healthy and sustainable cruise industry, and speak with one voice in advocating, educating and promoting cruising everywhere in the world. CLIA also conducts valuable research to help us see where we are as an industry and plan our future based on reliable data. The recent CLIA survey of travel consumers finds that, contrary to stereotypes, Millennials and Gen Xers are engaging in cruise travel more than 14 FIRST QUARTER 2017 | TRAVEL & CRUISE

ever before, along with the most pre- and post-stay options. This new “Cruise Generation” rates cruising overwhelmingly as their favorite type of vacation. The Cruise Generation also tends to choose cruises so they can be more active and explore new destinations. Plus, the majority are loyal, saying they will definitely take another cruise. And even among those who have never cruised, a good number of them described a cruise as the best kind of vacation…meaning there’s probably hope for them yet! Of course none of this is news to us. I believe that cruising is not only the best vacation value there is; it is the best vacation, period. Cruising is one of the most unique, comfortable and sophisticated modes of travel today. Where else but on a cruise ship can you wake up in your own bed every morning to find the world outside has changed? The modern cruise ship is your hotel: your four-star dining room, your transportation, your nightly entertainment, and every day you have front row seats to the most amazing places in the world. People all over the world are falling in love with cruising. In the last 10 years the worldwide demand for cruising has

grown from 15.8 million to more than 25 million cruisers annually, and the increase in cruise travel is expected to continue throughout 2017. But while talk about cruising inevitably centers on passengers, and new ships, I like to draw attention to the economic impact of the cruise industry. This is an industry that barely existed 50 years ago. CLIA estimates that cruise industry expenditures in 2015 generated $117 billion in economic benefit worldwide, both direct and indirect, supporting almost one million full-time equivalent employees who earned $38 billion in income. What this number doesn’t reflect completely, however, is the economic multiplier effect, as the dollars spent by us and our guests trickle down through the economies we impact all around the world. Cruising helps to create small and large businesses around the world, and brings jobs and hope in many places where opportunities are scarce. From the construction worker building the ports, to the chef with his own small restaurant, to the cab driver driving around a visiting couple from Kansas, to the artist in a local craft market selling her work—cruise tourism contributes to the economic vitality of ports and their citizens. The shipyards which build and maintain our ships employ thousands of engineers and craftsmen and women and sustain what is in many instances, a centuries-old way of life and tradition of shipbuilding. Finally, and most importantly, cruising brings us together. I believe that travel is the antidote to ignorance and mistrust. The more people cruise, the more the world becomes a smaller and better place. We are living in the golden age of cruising. Never has there been such success, amazing growth and superior technological achievement. How lucky we are to live in a time when cruising on these magnificent ships is something we can all enjoy. There has never been a better time to cruise or to work in the cruise industry. 


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"…continued progress and innovation are key to long-term success…"

Innovation Will Triumph in Cruising This Year By Roberto Fusaro, President, MSC Cruises USA

T

he cruise industry is rapidly changing and evolving, and 2017 is sure to bring countless new opportunities for travelers to embark on journeys to new destinations by sea. This year is expected to see 25.3 million passengers, outpacing last year by more than one million, and a nearly 10 million increase since 2007. While more passengers become drawn toward cruising, operators are challenged to become savvier in the way they introduce new ship designs, activities, entertainment and itineraries. After more than 20 years working in cruising, I have seen the industry undergo countless evolutions, dramatically changing from simply a mode of transportation to a holistic travel experience. New destinations have continued to emerge, cruising has increased in popularity around the globe, and I’ve seen it firsthand. Over the last few years, I was fortunate to have the opportunity to help MSC Cruises establish its brand in South America, and now, after joining MSC 16 FIRST QUARTER 2017 | TRAVEL & CRUISE

Cruises USA in late 2016 as President, I am particularly excited to be in a position to raise our brand awareness amongst North Americans. The industry as a whole has built a strong foundation, expanding globally and positioning cruising as a top vacation option, but if my experience has taught me anything, it is that continued progress and innovation are key to long-term success. To propel cruising forward as an industry, it is more important than ever before to introduce new and novel features to attract loyal travelers, as well as new cruisers. What I find most exciting about this year is the new inventory entering the market, introducing sheer innovation in design and offerings on-board. Ships are offering industry-firsts and continuing to stretch limits to enhance guest experience and create an impactful vacation. With 26 new vessels set to debut this year, the industry is making a remarkable investment as it strengthens its presence in cruise travel.

MSC Cruises is already proving to be a leading player in this growth, making significant strides in not only growing a presence globally, but also in North America. As the youngest fleet in the world, we have rapidly introduced some of the most exquisite ships at sea, significantly expanding our fleet over the last decade to 12 ships, with plans in place to introduce 11 new ships by 2026 as part of the company’s nearly $10 billion investment plan. This will be a banner year for MSC Cruises with two spectacular and innovative new mega ships launching. In North America in particular, our focus will be on leveraging these new ships to raise awareness in the regi on and differentiating MSC ships from other cruises. I’m thrilled, as we are already seeing tremendous buzz in the market from both travel agents and consumers. Our first ship launching, MSC Meraviglia, will arrive in June and sail the Mediterranean for its inaugural season. Meraviglia, meaning “wonder,” is the first of MSC Cruises’ new generation of


Spotlight Meraviglia smart ships and will feature the ultimate in entertainment, along with a broad range of dining options and innovative accommodations. Thanks to our exclusive Cirque du Soleil at Sea partnership, a highlight of MSC Meraviglia’s onboard entertainment will be two unique Cirque du Soleil shows created exclusively for MSC Cruises guests and performed six nights per week in a custom-designed entertainment venue. In addition, taking our award-winning entertainment and exquisite dining experience to another level, up to 100 of the 450 guests booked for the show will be able to enjoy an exclusive on-site dinner service. MSC Cruises’ second mega ship entering the market this year is particularly exciting because it is being designed for the North American market and will be our first ship christened in the U.S. MSC Seaside is one of the most anticipated ships of the year, and will be debuting at PortMiami in December. She is the first of up to three new “Seaside” generation ships and will feature an ultramodern and innovative “condoon-the-beach” design, a first for the industry. Since the ship is specifically designed for warm weather, sun worshippers will enjoy one of the highest ratios of outdoor space at sea. This includes a 360° outdoor promenade with restaurants and bars and terraced balconies with uncovered space for sun bathing from the privacy of your own stateroom.

In addition, families and adventure-seekers will have even more to enjoy on board. MSC Seaside will boast one of the most interactive water parks at sea with slide boarding technology, combining a slide and video game, as well as two of the longest zip lines at sea. As we continue such rapid expansion, we remain committed to offering our guests the highest quality experience. With this mission in mind, we’ve recently revealed a new dining concept on our newer ships, which will feature a wider range of specialty restaurants and international dining experiences, as well as new flexible dining options so guests can dine as they want, when they want. Our specialty restaurants have already become a standout feature, and now our new ships will have even more sensational experiences through partnerships with world-class experts. For example, aboard MSC Seaside, we are exploring pan-Asian dining with its pioneer, Roy Yamaguchi. Chef Yamaguchi will introduce his unique fusion of cooking traditions at Asian Market Kitchen by Roy Yamaguchi, which will consist of three distinct restaurants: an à la carte restaurant serving gourmet Asian creations, a Sushi Bar and a Teppanyaki Grill. Making this restaurant truly unique, Chef Yamaguchi has been personally involved in conceptualizing and designing every element of the restaurant, from its menu and concept to its design and décor.

On the MSC Meraviglia, we have partnered with award-winning French chocolatier and pastry chef Jean-Philippe Maury. Jean-Philippe Chocolate & Coffee will feature an open chocolate atelier, while Jean-Philippe Crepes & Ice Cream will serve tasty treats that can be enjoyed on the ship’s Mediterranean-style promenade. In addition to our investment in new ships, and further testament to our commitment to North America, MSC Cruises is also in the midst of developing our new private destination, Ocean Cay MSC Marine Reserve, which will serve as a new port of call for MSC Cruises’ ships sailing in the Caribbean. Currently in development, MSC Cruises is working closely with the Bahamian Government and ecologists, to develop a thriving marine reserve that will harmoniously coexist with the local ecosystem. Our goal is to bring the unpopulated, industrial island and its surrounding waters back to their original state, with 11,400 feet of beautiful coastline and crystal blue waters. The island is being built as an extension of MSC Cruises’ ship experience, with all the same services from the ship— dining, spa and entertainment—also available on shore. Ocean Cay MSC Marine Reserve will also boast a purpose-built pier that will allow the cruise ships to dock directly at the island, allowing guests to step straight off the ship onto the island instead of tendering to shore. In addition to docking at the pier, we’re also changing up the private island experience by staying until midnight. Guests will have the opportunity to enjoy the beach and a number of family-friendly activities and entertainment during the day—conveniently get back on the ship to freshen up—and then go back to the island for dinner and evening entertainment. This year is just the beginning for MSC Cruises’ exciting expansion. Now through 2026, our company will be introducing even more ships and offerings to the market, driving our global leadership and presence in the U.S. It is certainly an exciting time, and I personally am thrilled with both MSC Cruises’ current progress and outlook for the future and that of the overall cruise industry in general.  FIRST QUARTER 2017 | TRAVEL & CRUISE 17


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M Norwegian’s Commitment to the Caribbean By Andy Stuart, President & CEO, Norwegian Cruise Line

20 FIRST QUARTER 2017 | TRAVEL & CRUISE

ore than 25 million people are predicted to set sail on cruises in 2017, and close to half of non-cruisers surveyed have expressed interest in taking a cruise vacation. So while there is continued and increasing interest in the industry, the question has always been how to best attract significant segments of these groups to our lines amid increasing global competition. Elevated customer expectations are also a challenge that impacts how our businesses are evolving. To attract new cruisers and encourage repeat guests to our Caribbean itineraries, which remain the most popular with our guests, Norwegian Cruise Line is rolling out new ships that feature amenities, entertainment and dining to rival those found in popular destination cities like Las Vegas, New York and London. The award-winning Norwegian Breakaway was our first ship in the Breakaway Class, which brought the best of Norwegian’s entertainment and dining and added the Waterfront to bring guests closer to the ocean. She set sail for Bermuda and the Bahamas, followed by sister ship Norwegian Getaway and the first ship in our Breakaway-Plus class, Norwegian Escape, that are cruising the Caribbean.

Norwegian Bliss, the newest of the Breakaway-Plus Class and Norwegian’s 16th ship, will launch 2018 sailing from Seattle to Alaska in the summer and from Miami to the Eastern Caribbean in the winter. She boasts a wide variety of accommodations, including new connecting staterooms ideal for large groups and families traveling together. Two observation lounges, including one exclusive to guests of The Haven™, are perfect for whale watching in Alaska and taking in sunsets in the Caribbean. Once again, Norwegian is committing to the Caribbean with our newest ship, and we cannot wait for Norwegian Bliss to join our fleet! From smash hit Broadway shows to the largest ropes course at sea, offering exciting onboard experiences is just one of the ways to maintain our course for continued success. Working closely with travel agents and industry partners is also necessary for increased growth within the region. Norwegian collaborates with industry partners to introduce thrilling new shore excursions and beautiful new destinations for our guests to enjoy, such as our newest port of call in Southern Belize: Harvest Caye.


Spotlight WELCOME TO HARVEST CAYE In 2016, Norwegian opened the Caribbean’s newest premier resort-style destination, Harvest Caye, located off the coast of Southern Belize. With the country’s first cruise ship pier, the destination is uniquely poised to welcome larger ships to this region of the Western Caribbean and will benefit both cruise lines and the local economy. Norwegian’s decision to develop Harvest Caye was twofold: Provide a highly unique new experience in the Western Caribbean for guests, and also create a destination that brings economic benefits to the people of Belize and showcases the country’s rich biodiversity. To do so, Norwegian tapped local Belizeans to staff the island, to bring the country’s warm and welcoming hospitality to guests, and has hired a local company to manage food and beverage operations, including LandShark Bar & Grill by Margaritaville®. According to Manuel Heredia, Minister of Tourism and Civil Aviation for Belize, “This investment alone is projected to generate 500 direct jobs and over 1,500 indirect jobs by the year 2020.” More than 15,000 new mangroves were planted to expand the natural estuary that is a critical habitat for native birds, fish and other marine species. Headed by wildlife expert and Chief Naturalist Tony Garel, the island’s conservation center lets guests gain a deeper appreciation of the country’s biodiversity. They can visit an aviary housing toucans, the national bird of Belize, or step into winged paradise at a butterfly garden. Norwegian is also planning a breed and release program for native endangered scarlet macaws. Guided lagoon tours, where kayaking and paddle boarding are also available, highlight manatees and other flora and fauna native to the coast of Belize. Whether guests are thrill seekers looking for exhilarating experiences or are seeking a day of complete relaxation, Harvest Caye offers something for everyone. A 3,000-foot zip line, free fall jumps and suspension bridges will give guests an adrenaline rush. Luxury beachfront villa rentals, a sprawling 15,000-squarefoot pool with swim-up bar, a seven-acre beach and a shopping village featuring popular name-brand retailers and local

Belizean crafts are ideal for a tranquil day in paradise. Being only a short ferry ride from the mainland, Harvest Caye is a gateway to the country’s natural beauty and diverse cultures. Guests can choose a range of locally operated shore excursions, from visiting ancient ruins and river rafting to nature tours into the heart of Belize. Guests can sail from Miami, New Orleans or Tampa on board Norwegian Dawn, Norwegian Escape, Norwegian Getaway, Norwegian Jade or Norwegian Pearl to experience Harvest Caye. CRUISE INTO HISTORY IN CUBA We are thrilled to be the first cruise line to offer weekly sailings from Miami to Cuba, all with overnights in Havana. Beginning in May, Norwegian will offer 30 four-day cruises that will overnight in Havana, Cuba aboard Norwegian Sky. During overnight stays in Havana, there are numerous opportunities for unique people-to-people experiences. Providing an extended time in Havana will foster invaluable interactions between guests and residents, in addition to helping boost the city’s economy by travelers frequenting local establishments. This is an amazing opportunity for guests to connect with residents and build bridges between cultures. Norwegian’s sister cruise lines, Oceania and Regent Seven Seas, will also begin sailing to Cuba in the spring. We anticipate that these historic sailings from the U.S. to Cuba will also attract a new wave of first-time cruisers and thus expand the consumer base for Caribbean cruises. Norwegian also offers the only all-inclusive cruise experience that includes a call to Cuba. Also included in the Cuba itinerary is a stop at Norwegian’s private island, Great Stirrup Cay, for the ultimate tropical exploration. REINTRODUCING GREAT STIRRUP CAY Located in the Bahamas, Norwegian’s Great Stirrup Cay holds the distinction as the very first cruise line private island experience. To continue exceeding guests’ growing expectations, Norwegian is currently enhancing the entire island with exciting renovations to be completed throughout the year, including more than

“INNOVATION, ENVIRONMENTAL PRESERVATION AND STRONG PARTNERSHIPS ARE THE KEY TO ENSURING THE CARIBBEAN CONTINUES TO THRIVE…” $1 million in new lush landscaping. We’re giving guests a new side of paradise to explore. Throughout the island, restaurants are being remodeled with fresh décor and larger outdoor spaces with incredible views. The all-new Abaco Taco will add even more delicious cuisine choices. A new exclusive blue lagoon retreat will be complimentary for guests of The Haven™, Norwegian’s exclusive ship-within-a-ship complex, and boast a secluded beach, fine dining, spa treatments and activities center for all ages to enjoy. Thirty-eight private luxury villas for rent will surround the lagoon, which will also feature an additional dining option, LandShark Bar & Grill by Margaritaville®. PLANNING FOR THE FUTURE Norwegian’s investment in the Caribbean will benefit the countries we frequent and the region’s tourism as a whole. When travelers experience unforgettable Caribbean vacations, they’re more likely to recommend tropical cruises to others and return in the future. The key players—travel agents, industry partners and cruise lines—must continue to nurture the symbiotic relationship developed over the decades in order for us all to prosper in the coming years. Innovation, environmental preservation and strong partnerships are the key to ensuring the Caribbean continues to thrive as a top cruising destination for generations to come.  FIRST QUARTER 2017 | TRAVEL & CRUISE 21


Spotlight

Tauck Small Ship Cruising: The Sweet Spot An interview with Tauck CEO and Board of Directors Member, Daniel “Dan” Mahar

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amily owned for over 90 years, Tauck is an award winning company known for creating one-of-a-kind travel experiences. Daniel “Dan” Mahar, CEO of Tauck, is also a member of their Board of Directors. Responsible for shaping the company’s long term strategic direction, maintaining their unique corporate culture and commitment to excellence, Dan also oversees Tauck’s day-to-day operations. Well known for luxury destination experiences, Tauck has distinct product categories: Tauck World Discovery, Tauck Bridges, Tauck River Cruising, Tauck Small Ship cruising and a few more. Of these, Tauck Small Ship Cruising is one that might not be as well known, yet it’s been incredibly successful. “We’ve been doing small ship cruising since the 1990s, and it actually has our highest percent repeat factor,” Dan explained. “We discovered our sweet spot was with smaller ships because they provide a more immersive experience. With travel today, there is an ongoing trend for small ship experiences, along with a lot more capacity moving towards this.” As far as what makes Tauck Small Ship Cruising more unique, Dan mentioned that it has evolved through Tauck’s history, starting in 1925 when Arthur Tauck Sr. began the company. “Over those 90+ years, we have expanded around the world, and truly are a destination experience company. With small ships, the focus is around the destination. At Tauck Small Ship 22 FIRST QUARTER 2017 | TRAVEL & CRUISE

Cruising, we are storytellers, taking our customers to the destinations they want to see. Seeking it out by itineraries, via land and sea, is what we do best and our uniqueness.” CHANGING THE FOCUS: WHY SMALL SHIPS WORK BEST FOR TAUCK Opposed to large cruise ships that have become the destination themselves, small ships provide a big contrast. “We use small ships to get to the destinations themselves,” said Dan. “These attractive elements work well for us and what we deliver.” Dan expanded on this, sharing the following benefits: •Developing unique itineraries: Smaller ships are not restricted to using large ports. This allows much more flexibility as far our itineraries, where our small ships can go along with diverseness. We can drop anchor and go ashore. •Creating immersive experiences on land: Using flexibility and creativity lets us design an itinerary to best showcase the destination, not restrict it. Once our guests go ashore, we provide those immersive experiences on land. •More intimate experiences onboard: With 60 to just 100 guests onboard, our like-minded, well-tra s connect with and really get to know each other. Also, our crew gets to know them,


which creates a stellar experience and camaraderie. TAUCK SMALL SHIP CRUISING: TRUE ALL-INCLUSIVENESS When Arthur Tauck Sr. founded Tauck, Dan told that the very first tour was one price. “We have been all-inclusive from the beginning, and that continues 90 + years later because we don’t sell components,” he explained. “At Tauck Small Ship cruising we are all-inclusive.” The onboard experience includes all meals, alcohol beverages and free Internet, as well as the tours provided in each of the destinations and ports visited with transfers. “The land portion is included before and after our guests’ cruise as well,” noted Dan. “At Tauck, we build those experiences, so they are included and fully guided by our people. Our customers describe it as ‘being in a bubble,’ because we provide the end to end experience.” “Our guests pay one price upfront, everything is included and they love it,” he continued. “We take care of all the details, reduce any stress our guests might otherwise encounter and provide an all immersive experience, enhancing our guests’ lives as they travel. But this really goes back to our founding and why we are totally different.” SELLING THE COMPLETE EXPERIENCE AND TRUST Providing a complete destination experience with unique itineraries including some new ones is where Tauck Small Ship Cruising stands out and why they have an extremely high percent repeat factor. Dan noted that over 70 percent of their guests are repeat ones and explained: Our guests return from their trip and want to do another one. They are our best sales people. As we expand, the challenge might be getting first time potential cruisers, who might think we are a bit higher priced. But when we explain a bit more of the quality and value of what we do, as well as Tauck’s being known for providing the upscale authentic experience, they have a better understanding. For a brand to endure, you must develop and create customers’ trust. We deliver that really well.

PROVIDING UNIQUE, PERSONALIZED SHORE DESTINATION EXPERIENCES Tauck Small Ship Cruising provides unique, onshore destination experiences included for their guests, ones that people could not just do on their own. Dan shared one example: “We have developed a wonderful partnership with The Vatican. Our guests are allowed to visit and tour the Sistine Chapel and the Vatican Museums during the evening, rather than during the day, when it’s packed with visitors. Taking small groups with their own personal guide after hours provides a completely different experience and a priceless moment. We try to build those in all of our itineraries.” It ties in perfectly with the guests who sail on Tauck Small Ship Cruising. “Our guests are knowledge seeking explorers who appreciate and crave the in depth and authentic engagement with the destination,” explained Dan. FUTURE NEW DESTINATIONS, EXPANDING AND BEST PART OF LEADING TAUCK As far as expansion and long-term plans for growth, Dan told, “We are always on the lookout for new destinations to explore with our guests.” “We will be expanding with new destinations in the coming years,” he continued. “For us, the joy of our job is creating itineraries. That really is the number one joy – creating and crafting itineraries and watching the enjoyment of our guests.” As far as what Dan loves the best about being a part of and leading Tauck,

WITH SMALL SHIPS, THE FOCUS IS AROUND THE DESTINATION… Daniel “Dan” Mahar CEO, Tauck

“It’s making the impossible possible in a unique way with your imagination and standing back and seeing the customers experience,” he told and noted that in today’s more well-travelled world, people desire experiences, are curious about destinations, and love exploration. “We appeal to a more affluent market, and these are the people who say, ‘I want to learn while I travel along with having ways to grow and develop,’” he continued. “At Tauck, we have the perfect platform to do that.” 

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GLOBAL GATEWAY


Let’s Get Technical

Cruise Industry Brass Rings Ways to Improve Business for Destinations and Stakeholders

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ruise 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 attendees of the FCCA Cruise Conference & Trade Show. The cruise industry brass rang that Caribbean 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. Citing a six percent growth expected for the Caribbean next year, Micky Arison, 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 and FCCA chairman. “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 capability, 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 stakeholdFIRST QUARTER 2017 | TRAVEL & CRUISE 25


ers 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 part 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 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” 26 FIRST QUARTER 2017 | TRAVEL & CRUISE

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, Goldstein 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 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.” “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 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-the-sun 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

…KEEP THE EXPERIENCES NEW, EXCITING, DIFFERENT AND KEEP PEOPLE COMING BACK FOR THAT.” –Christine Duffy, President, Carnival Cruise Line

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.” The next Roundtable will take place during the 2017 FCCA Cruise Conference & Trade Show in Merida, Mexico from October 23-27.  FIRST QUARTER 2017 | TRAVEL & CRUISE 27


Let’s Get Technical

A New Generation Is Embracing Cruise Travel

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oday, the attitudes, behaviors and travel preferences of cruisers as well as non-cruisers vary. The 2017 Cruise Travel Report released by CLIA shares more, delving into a variety of topics. From travel planning and the increased use of travel agents, along with vacation companions and destination preferences? The growing number of Millennials and Generation Y travelers embracing and enjoying cruise travel are becoming the new “Cruise Generation.” “The cruise industry is growing at an incredible pace and on a global scale. For that reason, it is critical to continue to conduct research to gain the best understanding of the attitudes and behaviors around travel as a whole and particularly around cruise travel,” said Cindy D’Aoust, president and CEO, CLIA. “While there is a wealth of findings in the 2017 Cruise Travel Report, one that stands out is that the cruise industry has been successful in engaging younger generations.” A NEW “CRUISE GENERATION” Today, cruise travel has become the most popular travel preference among younger generations, including Millennials, creating a new “Cruise Generation.” This generation rates cruise travel as the best type of vacation compared to land-based vacations, all-inclusive resorts, tours, vacation house rentals, and camping. Also 90 percent of them who have experienced cruise travel say they will continue to cruise. Cruising is experiencing a rejuvenation as Millennials and Generation X are becoming enthusiast cruisers and the “Cruise Generation” is adopting the cruising lifestyle. THE NEW WORLD TREND People take vacations for a variety of reasons that include both relaxation and exploration. Almost half of all vacationers say they go on vacation to see or do new

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things. A third of them say they want to relax and get rid of stress, while 15 percent want to spend more time with their family. When it comes to people who sail on ocean cruises and those go on river cruises, they tend to have different motivations. Over half the people who take river cruises are more interested in seeing and doing new things rather than taking this as a vacation to relax. Instead, they go to learn about history and other cultures. As far as ocean cruisers, over a third of them take their vacations to relax. Both cruisers and non-cruisers identify the destination of their vacation as the most important factor influencing their vacation choice. Finally, nearly all cruisers say cruises are better for total relaxation over landbased vacations. KID- AND FAMILY-FRIENDLY CRUISING Although most vacationers travel with their spouses or partners, families looking to travel together often look to the water for a vacation. Nearly half of them bring children along, compared to a third of land-based travelers. Children often play

an important part in cruise vacations and it’s not just younger ones. Close to half of all cruise parties have children under age 18, and another seven percent have adult children. Vacationers who take cruises with their adult children are the most satisfied of all cruisers. Satisfaction is also high for people who take cruises with their friends (especially on ocean cruises) and with their younger children. Given their high satisfaction levels, it is only logical that cruisers would be very loyal to the experience and cruise multiple times. In fact, the average cruiser has taken 5.3 cruises as an adult. MORE TRAVEL TRENDS FOR BOTH CRUISERS AND NON-CRUISERS Today the vast majority of cruisers plan their trips anywhere from four to 18 months prior to their departure, as opposed to non-cruisers. About half of non-cruisers book their land-based vacations less than three months before they go. And contrary to common perceptions, people who take cruises are younger than

those who take land-based vacations. The Cruise Generation is also more diverse. Travel agents continue to play a vital role in cruise vacation planning today, with 82 percent of cruisers stating they tend to work with a travel agent, compared to 40 percent of non-cruisers. When it comes to loyalty? An overwhelming number of those who cruise are loyal to cruise travel, and this is across all the generations. More than six out of 10 Generation Y/Millennial cruisers will definitely take another cruise, almost seven out of ten of Generation X cruisers will take a repeat cruise, and half of Boomers will go on to take another cruise trip. When it comes to vacation choices, the vast majority of cruisers as well as non-cruisers alike identify the vacation destination as the most important factor when making a decision. This is followed closely by cost and value. More non-cruisers cite this as the second most important factor versus cruisers. With the growth of the new “Cruise Generation,” it may only be a matter of time before non-cruisers try out a cruise. 

a n e g a t ar CAT ITS NATURAL STATE

In the middle of a modern port infrastructure a garden of 1,000 square meters the Caribbean´s wildlife flourish. Find more than 300 animals at the Port Oasis of the www.puertocartagena.com #PortOasis Cartagena de Indias Cruise Ship Terminal. FIRST QUARTER 2017 | TRAVEL & CRUISE 29


Let’s Get Technical Yamaguchi, a James Beard Awardwinning culinary artist known internationally for his Roy’s Hawaiian fusion restaurants. His specialty pan-Asian restaurant is onboard the new MSC Seaside, launching in December 2017. The diversity of dining onboard, along with growing new culinary experiences for their guests to savor and enjoy is another way cruise lines are successfully luring world renowned chefs to partner with them.

Celebrity Chefs and River Cruising Lead the Way in 2017 Cruise Trends

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he steady pace of cruise travel interest along with the significant investment in the cruise industry are key things that CLIA covers and more in the 2017 State of the Cruise Industry Outlook. Two top trends for 2017? Cruise travelers are embracing specialized dining options onboard due to the growing partnerships cruise lines have with famous chefs, and river cruising demand is increasing. “The cruise industry is responding to global demand, and we are highly encouraged by both the short-term and long-term outlook,” said Cindy D’Aoust, president and CEO, CLIA.  “From technological advancements and deployment of new ships to new ports and destinations around the world, the industry continues to respond to desires of today’s travelers resulting in steady growth and strong economic impact around the world.” THE LURE OF CELEBRITY CHEFS TREND Cruise lines continue to partner with world famous celebrity chefs, adding a special dimension to the cruise experience. As a result, a growing trend? Cruise travelers are embracing specialty dining

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and will continue considering cruise dining experiences based upon celebrity chefs. Several cruise lines feature restaurants and dishes created by famous chefs, and the list continues to grow. Legendary master chef Jacques Pepin has served as Oceania Cruises’ Culinary Director since the cruise line’s beginning. Well-known Master Chef Rudi Sodamin’s partnership with Holland America Line, which first began in 2004, continues his role as Master Chef and culinary consultant. Celebrity chef Guy Fieri’s partnership with Carnival Cruise Lines began in 2011, with the debut of Fieri’s hand-crafted burgers, fresh-cut fries and special recipes created exclusively for Carnival. World-class Master Chef Nobuyuki “Nobu” Matsuhisa’s partnership with Crystal Cruises evolved into two specialty restaurants onboard, The Sushi Bar and Silk Road. James Beard Award-winner Michael Schwartz, serves as experience advisor for Royal Caribbean and their Quantum-class of ships, which features his Michael’s Genuine Pub. And the celebrity chef collaborations continue. One upcoming example? MSC Cruises has partnered with Roy

RIVER CRUISE DEMAND INCREASES River cruises offer travelers a unique and intimate travel experience. Due to demand, CLIA cruise line members currently deploy 184 river cruise ships with 13 new river cruise ships on order for 2017. People who book river cruises are attracted to enrichment and educational programs. And the sailing journey is also considered as important as the destinations themselves. Providing an experiential vacation, that is more all-inclusive, along with diverse itineraries are more reasons why the strong demand for river cruising continues to grow. ADDITIONAL TRENDS Younger generations, including Millennials and Generation Xers, will embrace cruise travel more than ever before, rating it as better than land-based vacations, all-inclusive resorts, tours, or camping. The consumer use of a travel agent is growing, and cruisers report high levels of satisfaction with their travel experience when assisted by an agent. Interest in ocean cruising remains strong, and nearly half of non-cruisers expressed an interest in taking an ocean cruise. With the cruise industry offering a variety of small as well as large market port location options across the United States as well as internationally, cruisers like the convenience of driving to a cruise ship. And with more cruise lines introducing private island destinations, travelers are booking these specific itineraries. Finally, adventure travel is growing at a record pace, and demand for cruise expeditions is high. 


Let’s Get Technical

Knowledge Is Power (and Safety): The Importance of Crew Training

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happy, well-trained crew makes an enjoyable cruise vacation for the over 24 million passengers who cruise annually. The cruise industry proudly employs a global workforce and offers highly competitive, sought after wages. These competitive wages often exceed compensation in crewmembers’ home countries. In addition, crewmembers receive free medical care, meals and room and board in a clean, well-maintained living environment—not to mention the opportunity to explore the world. Cruise lines know that retaining satisfied, motivated and experienced crewmembers is critical to the guest experience, and many of those crew will maintain long-term careers in the industry. At any one time, there are over 200,000 crewmembers living and working aboard cruise ships. Engineers, stewards, entertainment directors, bridge officers, medical personnel and many more make up this diverse seafaring workforce. These crewmembers not only provide great vacation experiences, but also work towards ensuring the safety of all on board, passengers and crew alike. “The seafarers on our member line ships are indispensable to the industry and the cruise travel experience,” said Cindy 32 FIRST QUARTER 2017 | TRAVEL & CRUISE

D’Aoust, CLIA president and CEO. “They include every person working on board from the captain to medical personnel to the stewards that makes up passenger staterooms. Our Member Cruise Lines employ a truly global workforce, and they are proud to have Crewmembers with high job satisfaction who sail year after year resulting in employee retention rates up to 80 percent.” In providing regulatory oversight, the International Labour Organization (ILO) was established to set strict workplace standards including those governing treatment, work and rest hours, wages and worker rights. These standards, principally through the Maritime Labour Convention (MLC), provide uniform and guaranteed protections for all seafarers, regardless of where the vessel is flagged and define procedures for the worldwide inspection of vessels by port States. In addition, many cruise industry workers are union members, protected by collective bargaining agreements that often establish basic frameworks for working hours and other benefits beyond the legal requirements. Further, both international and national laws require extensive crew training. CLIA Cruise Line Members must ensure that seafarers assigned to any of their ships are familiarized


with their specific duties and with all ship arrangements, installations, equipment, procedures and ship characteristics that are relevant to their routine and emergency duties. The details of such training are developed in line with the strict mandates and international law of the International Maritime Organization (IMO), a specialized agency of the United Nations (UN) that addresses maritime affairs. These laws include the International Convention on Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and the STCW Code, which apply to cruise ships. These requirements also lay out an established system of training, drills, inspections, audits and certifications that crewmembers must receive in addition to training in emergency procedures, safety, security and first aid. Crewmembers, no matter their job, must be trained in safety procedures, such as emergency procedures, signals, and alarms, evacuation procedures, and fire prevention. In addition, many cruise ship crewmembers are trained in crowd management, direct evacuation services to passengers, crisis management and human behavior, advanced firefighting, medical first aid and medical care, and operation of shipboard survival and rescue craft. As a result, and as required by STCW, the combination of seafarers aboard at any time are trained to effectively coordinate their activities in emergency situations and in performing functions vital to safety, security and the prevention or mitigation of pollution. The IMO continuously raises the bar on crew training by developing new, and revising existing, training standards. For example, the IMO recently adopted amendments to the STCW Convention and Code related to passenger ship-specific training. These amendments further enhance the crewmember training in the event of an emergency onboard passenger ships, including effective communication with passengers. The IMO has also recently adopted specific operational training for officers onboard ships operating in polar regions and sailing aboard gas-fueled ships. No matter where a cruise ship operates, or

“THE SEAFARERS… ARE INDISPENSABLE TO THE INDUSTRY AND THE CRUISE TR AVEL EXPERIENCE.” Cindy D’Aoust, President & CEO, CLIA

what fuel it uses, the ship’s officers are required to have been properly trained to sail a safe voyage. The STCW Convention and Code are enforced by both flag and port States. However, principal enforcement accountability rests with the flag State where the ship is registered. Flag States must make certain that ships registered in their territory comply with all international and national standards and inspection and audit regimes. Port States around the world also have the right to inspect ships to make sure they follow international safety and training requirements, regardless of where the ships travel. For instance, every ship that visits a U.S. port is subject to inspection by the

U.S. Coast Guard to ensure compliance with applicable international training and safety requirements for crew. Additionally, some port States such as the U.S apply further national requirements to cruise ships calling on their ports. CLIA Cruise Line Members continue to be forward leaning and raise the bar regarding crew training, either at state of the art third party training facilities, such as CLIA’s new Diamond Executive Partner Simwave and CLIA’s Gold Executive Partner Resolve Maritime Academy, or establishing their own facility, such as Carnival Corporation & plc’s Centre for Simulator Maritime Training (CSMART). These facilities educate seafarers in a number of different formats, such as classroom instruction and real life simulations, to prepare them for a variety of scenarios at sea. Cruise ship crewmembers do more than provide an enjoyable cruise vacation. A highly-trained crew is integral to maintaining the safety of all on board, and CLIA Cruise Line Members are proud of their highly-trained global workforce. While training requirements fall under international and national regulations, CLIA Cruise Line Members continually review their policies and practices, and lead the maritime community in advancements in crewmember training. 

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Let’s Get Technical

Evolution of Guest and Crew Care Programs in the Cruise Line Industry By Carolyn V. Coarsey, Ph.D.

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n an early morning in March 2016, I received a phone call from a man whose name I recognized as a survivor of an excursion accident. Tragically, his wife and most people in his 12-person party had been killed. He and one other friend were the only survivors. He asked me if I knew what day it was. I told him that I did not, and he reminded me that it was the 10th anniversary of the accident. I then told him that I certainly remembered the day and the events that surrounded the tragedy and offered my condolences for his wife’s death. He quickly told me that the real reason behind the call was to express his gratitude for all that had been done for him and his family in the aftermath of his loss. He told me that during his grief, every day he thanked God for the Family Assistance Foundation and the cruise line’s actions after the tragedy. As painful as the loss of his wife of 40 years had been, his memory also included immense positive feelings toward those who supported him and his family with kindness and compassion because with the support offered to him, we had given him and his family hope. DEVELOPMENT OF CARE PROGRAMS The gentleman who called me that day is one of the people we at Aviem and the Foundation consider the true experts and best teachers—those who have lived the experience. The stories they so courageously share form the basis of the training many cruise lines now use to show 34 FIRST QUARTER 2017 | TRAVEL & CRUISE

employees, both on and off their ships, proven best practices for responding to survivors. In this context, the term “survivor” includes guests, their families, and fellow crew members in crisis. In early 2007, the Family Assistance Foundation worked with CLIA to locate and interview numerous such survivors. Their narratives helped shape the first cruise line Care Team programs, which today continue to support guests and employees in crisis with great success. Prior to this, many employees had instinctively performed well during crises while others, fearing they might cause further harm, did not. The interviews, many videotaped, became the basis by which current programs could ensure that all survivors in crisis receive a consistent and humane response, and they continue today as an essential part of continuously improving these evolving programs. The story of the man who called to express his gratitude illustrates the power that a swift, compassionate response can have on a survivor’s long-term recovery. From the business perspective, it is also important to note that the man sailed on the same cruise line with his family a little over a year after the tragedy, and several times after that. While friends suggested he file a lawsuit, he and his family instead wrote letters expressing thanks to the company for acting with heart and purpose after the accident. HEAD AND HEART RESPONSE Effective training that includes survivor

testimony about what helps and what potentially harms, along with crew member input, is only part of an effective Care Program. A well-orchestrated logistical plan, with adequate resources such as an emergency call center, on-site support, and a reliable data collection and management system, are also critical to a successful response. It has been a decade since the cruise line industry began this proactive approach to supporting survivors of crises both on and off ships. In that time, we have seen significant industry growth, which is a clear indication that cruising is a preferred way for people to spend leisure time. With that growth comes more exposure to crises where extensive planning, preparation, logistical support, and Care Team responders will be needed. As this field has evolved, this case study is but one of many that clearly indicate the importance of compassionately responding to guests, crews, and all families involved. It is a win-win for all involved. Help exists for survivors, and we can help companies who wish to do the right thing. Carolyn V. Coarsey, Ph.D., was the first person to conduct groundbreaking research showing the importance of employees’ compassionate response in survivors’ long-term healing. Her Human Services Response™ (HSR™) model has been proven through decades of use and ongoing research, and is the basis for the training, methods, and practices used by Aviem International and the Family Assistance Foundation. 


CLIA Joins Efforts to End the Illegal Wildlife Trade

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ruise Lines International Association (CLIA) is actively engaged in efforts to reduce or eliminate trade in illegal wildlife. Protecting and preserving the environment including its precious wildlife is the right thing to do and it is necessary for the enjoyment of travelers for generations to come, as well as the rich heritage of our world’s beautiful ecosystems. The over 25 million passengers who will cruise this year depend on pristine destinations and their indigenous, exotic wildlife for enjoyable and memorable vacations. WILDLIFE TRAFFICKING IS A GLOBAL PROBLEM Our planet’s wildlife is disappearing at a devastating rate as poachers meet consumer demand for exotic wildlife products like ivory and sea turtle shells. Much of this trade takes place abroad, where travelers may encounter unfamiliar objects and be unaware of the applicable laws. By educat36 FIRST QUARTER 2017 | TRAVEL & CRUISE

ing travelers about what to watch out for, we can ensure that travelers make educated purchasing decisions and help stop the demand for these illegal animal products. Wildlife traffickers are decimating important wildlife populations in many nations. Species are being poached in Latin America, the Caribbean, South America, Asia, and the U.S. And once the products are smuggled out of the home country, they enter an industrial-scale illegal trade that spans the globe. Wildlife experts have confirmed that if we don’t act quickly, trafficking will wipe out many endangered species in our lifetime. TRAVEL AND TOURISM IMPLICATIONS OF LOSING WILDLIFE As animals disappear from the wild, the opportunity to view and enjoy them in their natural habitat decreases, creating a domino effect that is rippling across the travel and tourism industry. A new study has shown that elephant poaching alone is

already costing $25 million a year in lost tourism revenues. For the animals, this is a matter of life and death. But for many who depend on tourist revenues, it’s a matter of livelihood as well. Ensuring animals remain in the wild is not only good for the wildlife and ecosystems, but it’s also good for business. CLIA’S EFFORTS CLIA has joined these efforts by partnering with two collaborative bodies committed to ending the illegal wildlife trade: •United for Wildlife: a collaboration between seven of the largest field based international conservation organizations and The Royal Foundation of The Duke and Duchess of Cambridge and Prince Harry to combat wildlife trafficking. •U.S. Wildlife Trafficking Alliance: a voluntary coalition of non-profit organizations, companies, foundations, and media


Let’s Get Technical interests that work closely with the U.S. government in a collaboration to reduce the purchase and sale of illegal wildlife products in the United States. UNITED FOR WILDLIFE In 2015, CLIA became a member of the United for Wildlife’s International Taskforce on Transportation and the Illegal Wildlife Trade. This taskforce comprises a prominent group of transportation and conservation organizations developing recommendations for how the transport industry can help shut down illegal wildlife trafficking trade routes. In announcing the formation of the Taskforce, Prince William, the Duke of Cambridge and President of United for Wildlife, explained that the Taskforce would “work with the transport industry to develop recommendations for how it can play its part in shutting down wildlife trafficking trade routes, with the sole intention that the implementation of these recommendations will lead to a tangible and significant reduction in the illegal wildlife trade.” Further, in March 2016, CLIA joined the Duke of Cambridge and 39 other transportation organizations at Buckingham Palace as founding signatories of the Declaration of the United for Wildlife Transport Taskforce, a historic declaration committed to the elimination of the routes exploited by illegal wildlife traffickers. The Buckingham Palace Declaration is a landmark agreement outlining 11 commitments, developed for the tangible, significant reduction of the routes exploited by traffickers of the illegal wildlife trade as they move products from the hunting ground to the marketplace.

Leading names in global transport, including CLIA, have come together with prominent conservation organizations to reach this agreement following 12 months of work, negotiations and meetings in London, Geneva, and Dubai. Prince William, the Duke of Cambridge, commended the signatories, “By implementing these commitments the signatories can secure a game changer in the race against extinction. I thank them for their commitment, and I invite any other company in the industry to sign up to the Buckingham Palace declaration and play their part in the fight against the poaching crisis.” CLIA has been especially honored to share the cruise industry’s perspective on reaching and educating the public, in partnership with our esteemed colleagues on the Transport Taskforce. The cruise industry shares United for Wildlife’s desire to break the chain between suppliers and consumers of illegal wildlife products and create a worldwide atmosphere of zero tolerance for facilitating illegal wildlife trade. U.S. WILDLIFE TRAFFICKING ALLIANCE This past January, CLIA formally joined the U.S. Wildlife Trafficking Alliance (USWTA), another broad-based effort to combat the illegal wildlife trade around the globe. As a natural extension of its participation in United for Wildlife which also seeks to shutdown illegal wildlife trafficking, CLIA will assist the Alliance by communicating its mission and opportunities to become involved to other CLIA members. The formation of the Alliance comes in response to the Obama Administration’s release of its National Strategy for Combating Wildlife Trafficking in

February 2014, which called for a collaborative effort across all of society–including the corporate community–to raise awareness, change buying behavior, and fight wildlife trafficking by cutting off the demand for illegal wildlife products. President Obama stated of this issue, “That trade is decimating iconic animal populations. Today, because of the actions of poachers, species like elephants and rhinoceroses face the risk of significant decline or even extinction.” “But it does not have to be that way,” he continued. “We can take action to stop these illicit networks and ensure that our children have the chance to grow up in a world with and experience for themselves the wildlife we know and love.” In partnering with the Alliance, CLIA joins other travel and tourism non-profit organizations and companies including the Adventure Travel Trade Association (ATTA), the American Society of Travel Agents (ASTA), JetBlue Airways, Carnival Corporation, and Royal Caribbean Cruises, Ltd. to fight illegal wildlife trafficking. On December 5, 2016, CLIA participated in a panel, “Utilizing Corporate Communications to Reach New Audiences,” at the Alliance’s Project Showcase at the National Geographic Museum. There CLIA presented the cruise industry’s efforts to inform its members about the seriousness of the illegal wildlife trade. CLIA is proud to commit to these efforts and do our part to break the chain between suppliers and consumers, particularly by increasing awareness among our passengers and crew about the nature, scale and consequences of the illegal wildlife trade. 

FIRST QUARTER 2017 | TRAVEL & CRUISE 37


Meetings & Events

Maximizing Seatrade Cruise Global: Easy as FCCA

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eatrade Cruise Global is an exciting time for the Florida-Caribbean Cruise Association (FCCA), synonymous with renewing and creating business partnerships, discussing ideas and tackling industry issues with the attending cruise line representatives and global stakeholders. Of course, these opportunities are vast during the event’s standard programming, but the FCCA maximizes these chances for its Platinum Members. After all, Seatrade and the FCCA have developed a strong, synergistic relationship, working together for nearly a quarter-century. The collaboration began back in the early 1990s, with the FCCA actively participating in the planning and organization of Seatrade and Seatrade supporting the FCCA’s Caribbean-based annual conference, fundraising events and charitable activities. As Seatrade grew its global portfolio of events—including Seatrade Cruise Asia, Med, Europe and Middle East, plus an array of digital products like webinars 38 FIRST QUARTER 2017 | TRAVEL & CRUISE

and virtual shows—the FCCA continued to be a supporter wherever the collaboration took it. That collaboration currently benefits FCCA members participating in Seatrade Cruise Global. As with everything in which the FCCA participates, one of its main goals is to positively impact the working relationship between its members and 19 Member Cruise Lines. It does this by providing multiple events and opportunities to put members on a first-name basis with FCCA Member Line executives, presidents and CEOs—interactions that spawn relationships and put a foot in the door. This is a key component of the FCCA Platinum Membership program and a vital resource for any entity doing or desiring business with the cruise industry. “FCCA events always give me an opportunity to meet valuable industry stakeholders,” said Adam Goldstein, president and COO of Royal Caribbean Cruises Ltd. and chairman of the FCCA.

“These are the people who have ideas and projects I want, and need, to know about.” To foster these engagements during CSM and actualize its resources and attendees, the FCCA programmed a block of functions coinciding with the event to ensure that Platinum Members have a direct line to the FCCA Member Line executives. The FCCA booth itself (#2721) will serve as the site for many of these. Besides being a one-stop shop for all attendees to learn more about the FCCA and what it offers, the booth will also host cocktail receptions to promote destinations and companies while bringing together Platinum Members and cruise executives in a private atmosphere. Plus, many of the same executives and members cycle in and out of the booth for meetings arranged by the FCCA. Of course, there are also the annual FCCA events that have become a traditional part of Seatrade for many cruise executives and Platinum Members. An


annual pre-event welcoming party will offer members and cruise executives an intimate affair so they can reacquaint and prepare for the long days ahead. The FCCA Welcome Aboard VIP Reception take place the evening of Tuesday, March 14. Following a long day of meetings and workshops, sore and tired Platinum Members will loosen their ties for a fun night and unique networking opportunities with some of the cruise industry’s most important decision makers. On the following evening, the FCCA Gala will allow any participant to have a private dinner with a cruise line executive or even a CEO, such as Goldstein himself, along with Orlando Ashford, President, Holland America Line; Michael Bayley, President & CEO, Royal Caribbean International; Arnold Donald, CEO, Carnival Corporation & plc; Lisa Lutoff-Perlo, President & CEO, Celebrity Cruises; Jason Montague, President & CEO, Regent Seven Seas Cruises; Richard Sasso, Chairman, MSC Cruises (USA) Inc.; and Andy Stuart, President & CEO, Norwegian Cruise Line.

They will be on-hand with all attendees for a 90-minute networking reception and silent art auction sponsored by Park West Gallery before sitting down to host a private dinner with a side of relationship and business development. Individual tickets were also available with executives ranging from managers to senior vice presidents.

“ THE FCCA OPENS THE DOOR TO THE CRUISE INDUSTRY AND PUTS YOU IN THE MIDDLE OF THE ACTION.” –Micky Arison, Chairman, Carnival Corporation & plc

More than just admission, these tickets included full access—from the networking reception to a sit-down dinner with a pre-selected executive—and benefited a good cause, with all proceeds benefiting the FCCA Foundation, the non-profit, charitable organization that funds humanitarian causes in the Caribbean and Latin America. Most recently, nearly 9,000 underprivileged children throughout 42 had something to celebrate because one of the Foundation’s annual events, the Holiday Gift Project, delivered gifts, festivities and smiles. Indeed, 2017 Seatrade Cruise Global will benefit participants with its success-proven formula combined with many new features by UBM, but the FCCA offers backstage passes to visit the real rock stars—key decision makers from FCCA Member Lines. Or, as Micky Arison, chairman of Carnival Corporation & plc, said, “The FCCA opens the door to the cruise industry and puts you in the middle of the action.” 

FIRST QUARTER 2017 | TRAVEL & CRUISE 39


Meetings & Events

Key Cruise Line Executives and FCCA Platinum Members Gather for Meetings, Business Opportunities and Family Fun

O “THIS IS AN IMPORTANT TOOL FOR BOTH THE MEMBERS AND THE CRUISE INDUSTRY…” –FEDERICO GONZALEZ-DENTON, ASSOCIATE VICE PRESIDENT, GOVERNMENT & COMMUNITY RELATIONS, LATIN AMERICA & THE CARIBBEAN, ROYAL CARIBBEAN CRUISES LTD.

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n January 13, more than 150 FCCA Platinum Members, 25 decision-making cruise and their families made their way to PortMiami for the FCCA PAMAC Cruise Summit. Carnival Victory welcomed the group and hosted the three-day schedule leading to win-win situations and relationships. As usual, the annual event’s agenda ranging from one-on-one meetings to tours offered a healthy balance of business sessions, networking opportunities and family fun. After all, linking some of the premier players of the destinations’ private and public sectors with the high-level cruise executives not only offers valuable collaboration and promotion, but also makes them comfortable together to form invaluable partnerships. “FCCA membership events like the PAMAC Cruise Summit are essential to both the members and cruise line representatives,” said Adam Goldstein, president and COO, Royal Caribbean Cruises Ltd., and chairman, FCCA. “They join some of

the industry’s most influential decision makers with significant stakeholders from the Caribbean and Latin America, which leads to positive developments for all parties.” Activities began almost as soon as Carnival Victory sailed from PortMiami, when the crowd congregated for the Business Card Exchange and Reception. Here, members and executives exchanged cards and words, discussing recent trends and developments—from a new tour product to a new child. Dinner followed, where members and executives joined to continue their discussions or start a new one by sitting with someone different. Tables set aside for the group provided a selection of conversation partners, from family and other Platinum Members or a choice of cruise executives that decide where ships call, what sells onboard and how to invest in products, infrastructure and technology. The next day started with a two-hour session of one-on-one meetings, where


members privately met with pre-selected executives. Often these executives filled a required need for discussing and presenting new business, as they decide where ships call, what tours and products sell onboard, and how to invest in infrastructure. Additionally, they have the knowledge to offer their input and cruise line’s perspective to make a more viable business model and tailor offerings for the line and industry. “The one-on-one meetings allow for us to address the specific concerns or learn about new products from Platinum Members,” shared Federico Gonzalez-Denton, associate vice president, government relations, Caribbean & Latin America, Royal Caribbean Cruises Limited. “This is an important tool for both the members and the cruise industry. For us, we frequently learn about new developments and products, and we are able to help fine-tune them to best fit the cruise lines. For the members, it gives them a real vantage point in knowing what the lines are looking for and how to appeal to them.” A free day at Atlantis, Paradise Island, with water slides and close encounters with dolphins providing closer encounters between the group to build stronger relationship. The day also put the shoe on the other foot, allowing the group to see what they want to experience and how they want to be treated, along with getting a different perspective of crowd control, passenger flow, transportation from and to the cruise ship and tour guide interaction. Alarm clocks announced the following day, with the group again rising early for one of the Summit’s most important proceedings, the PAMAC Meeting. A fixture of PAMAC events, the Meeting allowed members to present and discuss their latest developments and issues with an expert panel of executives. “[The PAMAC Meeting] is an important feature for relaying all of the latest information to the members while also giving a chance to know how to best learn from it and implement what they need to fully take advantage of this knowledge—from an

individual operational level to steps they must take to improve their destination and region,” told Matthew Sams, vice president of Caribbean relations, Holland America Line. The group then enjoyed free time until gathering that evening for a networking event and dinner. This ensured that members had the opportunity to talk with whomever they needed and left no ends untied. The sense of urgency encouraged them to wrap up (or begin) ongoing discussions or business proposals, but this did not stop many from simply enjoying their company and meal. In all, the FCCA PAMAC Cruise Summit provided another successful example of what FCCA’s Platinum Member events seek for its members and executives: to provide the knowledge and opportunities to develop products and destinations for—as well as appeal and promote them to—cruise lines, all while having some laid-back fun in comfortable settings that lead to real connections and relationship building. 

FIRST QUARTER 2017 | TRAVEL & CRUISE 41


Meetings & Events

Cruise360 Offers a Panoramic View of Cruising

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ruise Lines International Association’s (CLIA) annual conference, Cruise360, returns to Fort Lauderdale this spring. The biggest professional development event of the year, Cruise360 features a week’s worth of professional development, networking, ship inspections and the latest industry trends. As the largest and only official conference of the cruise industry, Cruise360 brings together travel professionals, cruise line representatives, ports & destinations, industry suppliers and CLIA preferred partners for a truly panoramic view of the cruise industry. MORE PROFESSIONAL DEVELOPMENT THAN ANYWHERE Cruise360’s schedule is packed with CLIA seminars geared towards travel agents at every stage of their career. For those interested in achieving certification, Cruise360 features separate paths for all certification 42 FIRST QUARTER 2017 | TRAVEL & CRUISE

levels. And with all the seminars offered twice for ease of scheduling, attendees can make significant progress towards certification by attending Cruise360. The professional development lineup includes two certificate programs. Meetings & Events at Sea focuses on exploring the advantages of booking and hosting events on cruise ships. And the brand-new Specialty & Boutique Cruise Certificate focuses on river, yacht, expedition and luxury cruising. THE SHIPS ATTENDEES WILL WANT TO SEE Cruise360 offers six days of ship inspections featuring 15 of the latest ships, including Harmony of the Seas, Carnival Vista and Cunard’s Queen Victoria. POWERFUL INDUSTRY INSIGHTS The diverse general sessions bring together some of the biggest industry leaders.

They’ll be providing and sharing powerful insights, so everyone attending will leave feeling energized and empowered. NETWORKING Beyond professional development and ship inspections, Cruise360 features numerous opportunities for connecting with other travel agents, CLIA Cruise Line Members, and others in the industry. From the lively Cruise360 marketplace Tradeshow to CLIA’s Hall of Fame Awards Dinner, attendees have plenty of opportunities to engage and learn from others at Cruise360. 


On Board

Carnival Corporation Unveils Game-Changing Guest Experience Platform

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rnold Donald, CEO of Carnival Corporation & plc, made history as the first travel industry executive to deliver the opening keynote at CES, where he unveiled the company’s and the world's first interactive guest experience platform capable of transforming vacation travel into a highly personalized and elevated level of customized service on a large scale. The Ocean Medallion is a first-of-its-kind wearable device that enables every guest to have a personal digital concierge to maximize each guest's experience, bridging the physical and digital worlds to deliver a new level of personalized service not previously considered possible. “It opens an entire world of experiences, and the personal power it unleashes is huge," Donald told the 2,600 people in the main ballroom at the Venetian Las Vegas. Powered by Carnival’s proprietary technology featuring an Internet of Things (IoT) network of intelligent sensors and experiential computing devices, the Ocean Medallion enables individuals to be recognized and helps them personalize their experience in countless ways. FAIN HAILS CARNIVAL'S OCEAN MEDALLION AND REVEALS EXCALIBUR “Technology can be used to help our biggest single problem—not enough people understand cruising,” said Richard Fain, chairman and CEO of Royal Caribbean Cruises Ltd., as he praised Carnival’s rollout of its Ocean Medallion that “got a lot of positive publicity” and proceeded to reveal Royal Caribbean’s own plans, codenamed Excalibur. Royal Caribbean debuted its own wearable technology, WOWbands, two years ago, using RFID technology to open stateroom doors, make purchases and access the Royal iQ app for planning and activities. But Royal is is now working on a new, ambitious and all-encompassing application, which Fain told will 44 FIRST QUARTER 2017 | TRAVEL & CRUISE

debut in the summer and be rolled out across six to 11 ships over the next year. MSC SEAVIEW COIN CEREMONY MARKS MILESTONE IN EXPANDING MSC CRUISES' FLEET MSC Cruises and Fincantieri marked a key milestone in the building of 154,000gt MSC Seaview with a coin ceremony, held at Monfalcone shipyard on February 2, 2017. At 323mtr long, MSC Seaview is the second Seaside-class vessel and the third next-generation cruise ship that will come into service under MSC Cruises’ ten-year investment plan through 2026. “MSC Seaview is a reflection of our unique and ongoing commitment to each time bring to market the most innovatively conceived cruise ships,” said Pierfrancesco Vago, executive chairman of MSC Cruises. A NIGHT TO REMEMBER: SEABOURN ENCORE CHRISTENED Seabourn formally introduced Seabourn Encore to the world at a festive evening ceremony pier side in Singapore on January 7. International recording artist and world’s best-selling soprano Sarah Brightman presided over the naming ceremony as godmother of the new 600-guest ship, the first of two new all-suite vessels for the company. “The launch of Seabourn Encore marks the start of a new era of ultra-luxury cruising,” said Richard Meadows, Seabourn president. “Seabourn Encore marks a major step forward in terms of growth for our company.” NORWEGIAN CRUISE LINE TO BUILD NEW NEXT GENERATION OF SHIPS Norwegian Cruise Line’s next generation of ships will be built by Fincantieri S.p.A. Four 3,300-passenger, 140,000 gross ton ships


are on order for delivery in 2022, 2023, 2024 and 2025, with an option for two additional ships to be delivered in 2026 and 2027. The new class of ships will build upon the highly successful offering of freedom and flexibility found on the brand’s most recent Breakaway-Plus Class ships and feature a host of innovative designs that will further elevate its already award-winning guest experience. A priority of the prototype design is energy efficiency, with the aim of optimizing fuel consumption and reducing the impact on the environment.  CARNIVAL CORPORATION TO BUILD TWO NEW SHIPS Carnival Corporation & plc signed a Memorandum of Understanding with Italian shipbuilder Fincantieri S.p.A. to build two new cruise ships with final contracts expected to be executed in early 2017. The two new ships are designated for the company's Holland America Line and Princess Cruises brands. With the new agreement, Carnival Corporation now has 19 new ships scheduled to be delivered between 2017 and 2022. Holland America’s third Pinnacle-class ship is expected for delivery in 2021, and Princess Cruises’ sixth Royal-class vessel is expected in 2022. MSC CRUISES AND STX FRANCE COMING INTO FORCE ON MERAVIGLIA-PLUS CRUISE SHIPS Pierfrancesco Vago, executive chairman of MSC Cruises, confirmed the two options for “Meraviglia-Plus” ships on the occasion of MSC Meraviglia’s coin ceremony, and the contract has come into force, with the two companies agreeing on all ship specifications. The two ships, the largest ships ever built for a European cruise line and the second largest globally, will be delivered in October 2019 and September 2020, respectively. CARNIVAL ECSTASY EMERGES FROM MULTI-MILLION-DOLLAR MAKEOVER The Charleston, S.C.-based Carnival Ecstasy has undergone a multi-million-dollar renovation that has added a variety of new dining and beverage innovations. Some of the exciting new options include Guy’s Burger Joint; BlueIguana Cantina; Alchemy Bar; and Cherry On Top, the “sweetest spot on board” celebrating life’s simple indulgences with bins of bulk candy, fun fanciful gifts and novelties, custom apparel and more. The new spaces complement Carnival Ecstasy’s wide range of on-board features, including the poolside RedFrog Rum Bar, a massive WaterWorks aqua park; a Serenity adults-only retreat; and a luxurious Spa Carnival health and wellness facility. CELEBRITY CRUISES TAPS DESIGNER NATE BERKUS TO INTRODUCE CELEBRITY EDGE TO THE WORLD To kick off the New Year in style, Celebrity Cruises announced an exclusive partnership with design icon Nate Berkus, naming him Design Ambassador for the brand’s newest class of ships – Edge Class. As Design Ambassador, Berkus will bring his distinctive personality to the launch of Celebrity Edge, hosting a series of reveal events alongside Celebrity’s president and CEO, Lisa Lutoff-Perlo, and chairman and CEO of Royal Caribbean Cruises Ltd., Richard D. Fain. Designed, and soon to be revealed to the world in 3D, Edge Class will transform the future of cruising.

DIVE INTO ADVENTURE WITH PADI OPEN WATER DIVER COURSE ON ROYAL CARIBBEAN Royal Caribbean International is now the only cruise line in the world with onboard PADI (Professional Association of Diving Instructors®) Five Star Dive Centers, which allows guests to become certified scuba divers as part of their vacation. Adventure seekers can dive in, exploring hundreds of storied shipwrecks in destinations like St. Thomas and the British Virgin Islands, and some of the most vibrant and renowned coral reefs across the Caribbean, including the Belize Barrier Reef, the second largest barrier reef in the world. “BEAUTY AND THE BEAST” TO BECOME NEW STAGE SPECTACULAR ON DISNEY CRUISE LINE A tale as old as time gets ready to take the stage with “Beauty and the Beast.” The show will expand upon the most imaginative elements of the highly anticipated live-action and classic films and delight Disney Cruise Line guests aboard the Disney Dream, beginning this November. The production will bring the timeless fable to life like never before, featuring a style of theater that interlaces classic storytelling elements with cutting-edge technology, to create a unique, theatrical experience in the 1,340-seat Walt Disney Theatre. An innovative take on the story will transform renowned songs into spectacular, show-stopping numbers, and lavish costumes and puppetry will bring a fresh perspective to beloved characters. PRINCESS CRUISES UNVEILS NEW LOOK CHILD AND YOUTH CENTERS Princess Cruises has announced plans to expand its Discovery at Sea partnership with reimagined youth centers, including new experiences and center designs to help young Princess explorers learn, play and create fun memorable memories while on a cruise holiday. This multi-million investment is currently rolling out fleet-wide through 2017 as part of the cruise line's partnership with Discovery Consumer Products, with the program implementation taking place early this year and new center designs planned for installation during scheduled ship renovations. Catering to specific age groups, the new offering will feature three centers where kids and teens can make new friends and participate in a range of specially designed activities.  FIRST QUARTER 2017 | TRAVEL & CRUISE 45


On Land

What Can Frontline Training Do for Your Destination? By Beth Kelly Hatt, President, Aquila’s Center for Cruise Excellence, the FCCA’s Official Training Partner

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s your destination looking for a sustained competitive advantage? Is the creation of a culture of service important to your region? Then the FCCA Frontline Destination Training can help. After all, focusing on a destination’s service excellence is paramount to guest satisfaction and return visits for both cruisers and land-based guests. “We recognize the importance of training to enhance the experience of our cruise visitors,” said Mario Arends, cruise manager of Aruba Tourism Authority. “The training sessions for tour guides, frontline and tour operators have been very well received and has proven to give the results we were looking for...we can’t recommend this service training enough.” Aquila delivered four of these sessions last fall, and it found that the FCCA Frontline Destination Training benefitted destinations even more than expected. “We could not envision just how comprehensive the training was or the reception and the enthusiasm that the course would solicit from the participants,” praised Jeanne Rogers-Vanterpool, president of the Office of Tourism of St. Martin. “The two-day seminar was 46 FIRST QUARTER 2017 | TRAVEL & CRUISE

packed with a wealth of information on the challenges and opportunities that could help us improve… It also focused on achieving certain standards of excellence, skills for dealing with specific sectors… more than anything, it drew our attention to the fact that cruise tourism is an industry that at its core is about human relations and how well we conduct our customer service.” In cruise destinations around the world, frontlines interact with cruise guests and create the customer experience and satisfaction. Engaging them and sharing why the cruise sector is crucial to the destination, and to them personally, will make a difference. Then empowering them with the tools to deliver consistent, exceptional service will lead to WOWs and a true service culture. A frontline exemplifies this culture of service if everyone who comes in contact with a guest: •

Understands that every interaction with a cruise guest is an opportunity to provide a memorable experience.

Strives to give the best possible experience to their guest, every time.

Looks for ways to exceed their customers’ expectations and give them WOW experiences.

Sees their customers as individuals and shows great respect, treating them as if they were guests in their own home.

Understands that when things happen, while it may not be their fault, they must do whatever possible to fix it. Often guests just want an apology and assurance that someone cares.

Understands that their actions are integral to the destination’s or company’s success and that their extra efforts are appreciated.

Is empowered with the skills to listen to the customer, solve problems, turn negatives into positives and make decisions so that excellent service can be delivered.

Is constantly on the lookout to improve service and provide even more WOW experiences to their guests. The FCCA Customer Service and Frontline Destination Training goes through exercises with the participants to create this culture of service excellence, and it is available to all FCCA members. “The Aquila customer service training program was exactly what was necessary,” said Maurice Adriaens, director of Tourism Corporation Bonaire. “All the participants were happy to learn from a business veteran, and Bonaire will for sure make use of Aquila training services to continue to improve our service.” Give your destination a competitive advantage and create a culture of service excellence – it works! Contact Beth for more information about this FCCA Frontline program and other training at Beth@CruiseExcellence.com. 


Why Do the World’s Largest Cruise Ships Choose One of the Caribbean’s Smallest Islands? Close to other islands. Far from ordinary Cruise lines prefer St. Kitts because it’s close to other island destinations and provides passengers with easy access to an unforgettable day of authentic experiences. Our two berths (1,100 ft long with minimum depth of 28 ft) are just steps from the historic capital of Basseterre and within easy range of thrilling half-day adventures further afield. Please contact us for a confidential review of your requirements.

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

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@StKittsTourism

/MyStKitts


Cruise Industry’s Rising Tide: Does It Lift Your Destination? By Michele Paige, President, Florida-Caribbean Cruise Association (FCCA)

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have good and bad news for Caribbean cruise destinations and stakeholders. The good news is that the cruise industry continues to steam along, with a record-breaking 24.2 million passengers cruising globally in 2016, four percent more than the record set in 2015, and 25.3 million passengers forecast to cruise in 2017, along with popularity of global cruise vacations outpacing land-based vacations by a 20% margin between 2004 and 2014, demand for cruising increasing 62 percent between 2005 and 2015, and eight out of 10 CLIA-certified travel agents expecting an increase in sales in 2017. Plus, the industry’s longterm potential looks even brighter, currently representing only two percent of the total leisure travel market and having the highest satisfaction rates among global travelers. The bad news is that this same kind of success is not guaranteed for destinations. In fact, as will soon be discussed, this growth means more competition, but it also offers exponentially 48 FIRST QUARTER 2017 | TRAVEL & CRUISE

more opportunities for destinations willing to put in the same kind of work that led to the wave of progress. Yes, the numbers continue to rise, being supported by constantly-increasing capacity, with nine new ocean-going vessels with more than 23,000 lower berths and investment of more than $5.5 billion launching in 2016 alone and an order book featuring 46 new FCCA Member Line ships with more than 180,000 lower berths and an investment value of $40 billion. However, the main factor in the consecutive records is an occupancy that continues to surpass 100 percent, even with the growing capacity, meaning that demand outstrips supply. Where are these passengers coming from? Well, the growing global markets certainly help. Asia has experienced meteoric growth, with a 24 percent increase from 2014 to 2015, and welcoming more than 2 million passengers in 2016. And Australia, New Zealand and the Pacific are nipping


On Land at its heels, with a 14 percent increase between 2014 and 2015 and 1.1 million passengers in 2016. The growth of these global markets has already surpassed the increasing capacity. Considering that ship building is naturally limited to a cap of approximately four percent per year, market shifts this significant mean that ships are being relocated. The Caribbean experienced some of these effects in 2016, with itinerary deployment share decreasing more than five percent year-over-year (despite still welcoming the lion’s share of capacity with 33.7 percent). Now here you might expect some good news for the Caribbean, like its recent success in driving higher yields and pricing, aided by a strong US economy and proximity to the world’s leading source market, North America, which had 12.01 million of 2015’s 23 million cruisers and expects more than 14 million by 2019. Or I could mention the Caribbean’s projected passenger increase of around five percent in 2017, while Europe deals with geopolitical issues and Asia faces price resistance. That increase offsets 2016’s loss and puts the Caribbean back on track, right? Well, many cruise executives would disagree, arguing that despite the Caribbean’s short-term health, its long-term options are limited in potential growth because that world-leading source market is facing a point of saturation. Fortunately for Caribbean cruising, there are plenty of facts refuting that. To start, that penetrated source market might have some wiggle room after all, with about 76% of the U.S. population having never cruised, meaning more than 242 million potential new cruisers. And there is reason for optimism in converting these potential cruisers, as the MMGY Global 2016 Portrait of American Travelers found that 12 percent of active US leisure travelers (who took at least one overnight trip for leisure purposes) cruised at least once within the last year, and 56 percent wanted to cruise in the next two years. The Portrait also found a strong interest in cruising from the largest generational cohort of active travelers today—Millennials. Eighteen percent of

Millennials cruised in the year surveyed, and 66 percent wanted to cruise in the next two years. Plus, the Caribbean can expect increased demand through new destinations, like the opening of Cuba unleashing pent-up demand and the creation of destination developments like Norwegian’s Harvest Caye, Belize and Carnival’s Amber Cove in Puerto Plata, Dominican Republic giving new reasons to cruise for past and potential cruisers alike. They also give the possibility of more itinerary options, which not only appeal to past cruisers looking for something fresh, but also create opportunities for higher yields and could lead to more and/ or bigger ships in the region.

…THIS GROWTH MEANS MORE COMPETITION, BUT IT ALSO OFFERS EXPONENTIALLY MORE OPPORTUNITIES…” And this demand could extend to the freshly converted global cruisers. After all, new cruisers have a high conversion rate to repeat cruisers who sample multiple products, like luxury liners, and destinations. So just as North American cruisers often venture to Europe or Asia for exotic cruises, the Caribbean should—and already has—welcome more Europeans and Asians, as well as new cruise brands and homeporting options. So how can your destination or company maximize this potential rising tide in the Caribbean? It will take some work, like constantly refreshing and creating new products that WOW passengers and make them want to return and tell friends and family; building a brand founded on authentic culture and experiences; staying at the forefront of consumer expectations and the industry’s developments and

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needs; and working with lines to tailor options for particular brands and demographics. This all sounds hard, but it’s as easy as the FCCA. We work with destinations, ports, tour operators and more to tap into the synergy in working with the cruise industry. After all, in order to be successful, the industry needs for cruise lines and destination stakeholders to have mutual success, interests and understanding. This is why the FCCA was created in the first place and why it continues to create understanding and direct partnerships. We do this not just by offering access to key decision makers from our 19 Member Lines through a series of meetings and events, but by first getting to know our Platinum Members and creating a tailored approach to help their operations—from developing new tours to entire destination developments, from getting products on board to triple-digit increases in passenger arrivals. The same range applies to our approach. For instance, our work with Puerto Rico led to an expanded terminal to support Oasis-class ships, an improved shoreside welcome, new destination products and more local purchasing, while we are working with destinations like Saint Martin to appeal to smaller luxury liners and Guadeloupe and Martinique to increase the amount of German-speaking tour guides to support more calls from AIDA and TUI Cruises. Differentiation like this is the cruise industry’s hull, and we go the extra nautical mile to ensure our members can benefit from all these kinds of operational nuances. We look forward to continuing this work because it truly benefits all involved—and even the citizens indirectly involved. And some of these opportunities will be available first-hand at this year’s FCCA Cruise Conference & Trade Show in Merida, Mexico from October 23-27. Here, anyone can register to gather with more than 1,000 attendees and 100 cruise executives to develop understanding and business through one-on-one meetings, workshops and networking functions. I look forward to seeing you there and further fulfilling the FCCA’s mission to create beneficial relationships between cruise lines and partner destinations’ private and public sectors.  FIRST QUARTER 2017 | TRAVEL & CRUISE 49


On Land

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Prime Minister Holness and Minister Bartlett with Micky Arison, Chairman, Carnival Corporation & plc; Arnold Donald, President & CEO, Carnival Corporation & plc; Adam Goldstein, President & COO, Royal Caribbean Cruises Ltd. & FCCA Chairman; and Michele Paige, President, FCCA

Prime Minister and Minister of Tourism of Jamaica Share Past and Future Tourism Plans

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he FCCA recently organized a reception for Jamaica’s prime minister, The Most Hon. Andrew Holness, featuring attendees like Micky Arison, chairman of Carnival Corporation & plc; Adam Goldstein, president & COO of Royal Caribbean Cruises Ltd. and FCCA chairman; and Richard Sasso, chairman of MSC Cruises (USA) Inc. After the reception, the FCCA sat down for a few words with Prime Minister Holness and Minister of Tourism Hon. Edmund Bartlett. A lightly-edited transcript of the discussion follows: FCCA You were once the youngest prime minister in Jamaica’s history. As you may know, cruising is the youngest industry in the luxury travel sector. Do you have any words of wisdom to share with the young, blossoming industry? 50 FIRST QUARTER 2017 | TRAVEL & CRUISE

PM I think the cruise shipping industry still has great potential for growth. In Jamaica’s case, we have exceptional potential for growth. We have history, location, culture and wonderfully naturally hospitable people. So I think the potential for Jamaica is absolutely great. As more and bigger ships are built, technology improves, and ships travel longer distances, destinations like Jamaica become reachable for markets that were previously considered too far for cruise ship travel. For the industry in Jamaica, I think there has to be a far greater understanding of the developments in the industry and a far greater willingness on our part to create an environment that shows off Jamaica the best way for passengers.


FCCA So it partly comes down to education, which is fitting as you were minister of education. You also served as executive director in the Voluntary Organization for Uplifting Children and have two children of your own, so both education and children are important to you. What kind of Jamaica do you want the children to experience, and how does tourism play a role? PM The Jamaica I want them to experience is one in which they fulfill their full potential, one in which they can be happy, have reasonable expectations for a prosperous life, and where they can develop their knowledge, learning and skills, be employed, have access to various services and amenities that improve their quality of life, and contribute to the general development of mankind. I think tourism plays a major role in that, certainly as an economic driver and provision of employment. It could also play a role in a better understanding of the environment because tourism is so inextricably linked to the environment. It plays an important role in the preservation of culture and our artifacts and the representation of our history, because all those things make the tourism package. FCCA Circling back to education and tying some of these threads together, how educated do you believe your citizens are about the cruise industry, such as its economic impact and their own impact on passengers’ experience, with everyone interacting with cruisers serving as an ambassador to the destination? PM I think there is a general knowledge about the importance of cruise shipping across the island, but certainly in the towns and cities where tourism, and in particular cruise ship visiting, is important, there is a very high level of understanding of the industry. But I think that there needs to be a general rethink of how citizens interact with tourists and how we develop our towns, cities and infrastructure to carry larger volumes of visitors. Too often we

affects many countries like Jamaica, we have developed a plan to ensure that we reduce crime significantly within the next five years. We call that plan Secure Jamaica. FCCA You also have a plan for tourism enhancement. What does that entail?

tend to create one environment for tourists and another environment for locals. What we really need to do is create an environment where everyone can flow, function, visit, articulate and enjoy in safety, security and seamlessness. FCCA Very true that tourists, especially cruise passengers, value authenticity and cultural experiences. You also mentioned safety and security, and you have a plan to heighten security. Can you give any details about that? PM As it relates to tourism, we continue to take that very seriously. At any one time, we can have over 300,000 visitors on our island. So the government has the duty to protect not just the citizens, but the people who visit the island as well. I would say in general Jamaica is a safe place for tourists and that the various stakeholders want to protect the tourists, and that’s just a natural inclination. But we don’t take it for granted that there could be elements, local or external, so we do take security from the highest level to safeguard of our ports, airports, transportation system, etc. We continue to invest in those, but for the general issue of crime, which

MOT Ensuring that the destination is what we call “come to mind” entails building out the infrastructure that will enable the environment for tourism to grow and for the experience to be exceptional. The infrastructure for this involves building our human capital through training and recognition of service; preservation of the cultural and artistic values of our people; and the enhancement of the creative capacity to deliver more material goods that are conversational, meaning it carves out a conversation for a visitor even years after they have left the destination. In the specific case of cruise, the ports and immediate areas around the ports, as well as the shore excursion experiences, will get more attractions. We’re utilizing more technology to drive better experiences and facilitate ease of movement around areas, as well as giving a higher level of visitor satisfaction. FCCA Speaking of the movement, Jamaica recently completed a new interstate, making it possible to visit Montego Bay and Ocho Rios on the same day. How can that benefit tourism? PM We made a major investment in our road infrastructure, in which we continue to invest, making most destinations in Jamaica reachable. That effectively widens the reach of tourism. Now there is a $600 million highway, which cuts the travel time in half from Kingston to Ocho Rios and Kingston to Montego Bay. So Jamaica and all its assets and attractions are now reachable. There is a plan to do a major highway development on the south coast, which will open a new frontier for tourism in Jamaica.  FIRST QUARTER 2017 | TRAVEL & CRUISE 51


On Land

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Cuban Itineraries on the Charts for Norwegian and Royal Caribbean, Full Steam Ahead for Carnival

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ruise lines continue to chart the course for Cuban cruising. On December 7, both Norwegian Cruise Line Holdings Ltd. and Royal Caribbean Cruises Ltd. received approval from the government of the Republic of Cuba to operate cruises to Cuba, and Carnival Corporation & plc continues to run full steam ahead toward Cuba after a successful first season. All three of Norwegian’s brands— Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises—will offer U.S. travelers the opportunity to visit the culturally and historically rich country starting next year. The company's first cruise to Cuba will set sail from PortMiami on Oceania Cruises' Marina on March 7, 2017 with select Caribbean itineraries featuring calls on Havana, including many multiple-day calls to allow guests to explore. Seven Seas Mariner, of the Regent Seven Seas Cruises fleet, will call on Havana during two cruises in April 2017. Norwegian Sky will also offer a selection of four-day voyages that will overnight in Havana starting in May 2017. 52 FIRST QUARTER 2017 | TRAVEL & CRUISE

"We are tremendously excited to have all three of our award-winning brands receive approval," said Frank Del Rio, president and CEO of Norwegian Cruise Line Holdings Ltd. "As a Cuban-American and founder of Oceania Cruises, I am incredibly proud…This is truly a dream come true for me, and I cannot wait for our loyal guests to experience the sights and sounds of my hometown of Havana and get to know its rich culture and its warm and welcoming residents." Two RCL lines, Royal Caribbean International and Azamara Club Cruises, will provide guests with travel directly to Cuba for people-to-people exchanges between guests and Cuban citizens and other travel permitted by current U.S. regulations allowing approved travelers to Cuba to engage in people-to-people activities as defined by the U.S. Department of Commerce, Office of Foreign Assets Control (OFAC). What do those definitions include? On Empress of the Seas, they mean that Webster himself could enjoy the beauty

and rich culture while going back to the 1950s in a classic American car tour, visiting the 18th century via the Havana Club Museum or joining Hemingway at his favorite haunts, and then experiencing Cuba’s diverse nightlife, along with the vibrant Cuban culture on board with activities and offerings ranging from cortaditos and café con leche in Café Royal to salsa music and dancing in the Boleros Latin lounge. "Our guests have expressed real interest in having the opportunity to experience Cuba, and we look forward to bringing them there," said Richard D. Fain, chairman and CEO of Royal Caribbean Cruises Ltd. "Our discussions with our travel partners indicate that Cuba is a destination that appeals to a new generation of travelers." And Carnival Corporation & plc, which has called Cuba through its Fathom brand, recently received approval for additional sailings to Cuba on Fathom, told Roger Frizzell, chief communications officer of Carnival Corporation & plc. “Plus, we have requests into Cuba for new sailings on our other brands, so we are excited by the opportunities we see in Cuba,” he continued. “Today, we are only sailing to Cuba on one small ship, but we have been very pleased with our first season of cruising to Cuba, and look forward to the opportunity to add more sailings from more of our brands later this year.” And at least one of those brands was revealed when Carnival Cruise Line was granted approval on February 14, with plans for the 2,052-passenger Carnival Paradise to become the largest capacity cruise ship in history to sail from U.S. to Havana when four- and five-day sailings from Port Tampa Bay begin in June 2017. So why all the hoopla about Cuba? “Cuba provides our brands—and the cruise industry—with an opportunity to refresh our Caribbean offerings for our guests,” according to Frizzell. “We continue to see strong demand to cruise to Cuba, especially since cruising provides the greatest vacation value for travelers to Cuba…we have been able to offer something unique and enriching to our guests.” 


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On Land

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(Photo L to R: Colin Murphy, senior vice-president of destination and strategic development for NCLH; Mrs. Kim Simplis Barrow, Wife of Belize’s Prime Minister Dean Barrow; Hon. Manuel Heredia Jr., Minister of Tourism and Civil Aviation for Belize; Hon. Edmond Castro, Minister of State for National Emergency Management for Belize)

Dawning of a New Destination: Harvest Caye, Belize

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n November 17, 2016, guests onboard Norwegian Dawn saw the dawning of a new cruise destination in southern Belize, Harvest Caye. Located just one mile offshore and built by Norwegian Cruise Line Holdings Ltd., the highly-anticipated Harvest Caye provides an authentic Belizean experience highlighting the country’s beauty and nature, along with resort-style amenities including a sprawling pool, seven-acre white sand beach and private luxury beach villas; multiple dining options including LandShark Bar & Grill; a variety of eco-activities and interactive wildlife programs; and an exhilarating cross-island zip line and 130-foot-tall Flighthouse. Passengers witnessed all this while stepping off the only cruise ship pier in Belize and immediately experienced what Harvest Caye was designed for, to showcase all that Belize is known for—from native plants and trees that all play a part in the destination’s eco-system, to the indigenous hardwoods used in the destination’s buildings, and the warm and welcoming Belizean team members who greeted the guests upon arrival. Harvest Caye also serves as a gateway to spectacular eco and cultural adventures awaiting in mainland Belize. The destination’s marina serves as a con54 FIRST QUARTER 2017 | TRAVEL & CRUISE

venient departure point for a wide variety of shore excursions exploring the rich destination products, including spectacular Mayan ruins, river rafting, nature tours and more. Even when guests arrive on the mainland at the Malacate transportation hub, they are immediately immersed in Belizean culture with local vegetation and flora mimicking that of a traditional Belize plantation. “Harvest Caye is truly the ultimate Belizean experience,” said Frank Del Rio, president and CEO of Norwegian Cruise Line Holdings Ltd. “We have worked closely with the government of Belize to ensure that that this spectacular destination was authentic for our guests, provided economic opportunities for the local community and preserved and protected Belize’s incredible natural beauty.” Harvest Caye’s conservation programs and education efforts were developed by award winning author and wildlife expert Tony Garel, the destination’s Chief Naturalist. He will lead many of the island’s educational tours and will be available to chat with guests about the incredible array of wildlife in Belize. The island’s aviary will also house a breed and release program for Scarlet Macaws, in an effort to increase the population of the native birds. To help further the

island’s conservation efforts, more than 15,000 new mangroves have been planted throughout the island, serving to increase the natural estuary system that serves as a critical habitat for birds, young fish and other marine species. Reflecting the partnership with the government of Belize, representatives were on hand during the inaugural visit. Colin Murphy, senior vice-president of destination and strategic development for NCLH led a ribbon cutting ceremony and official grand opening, where he was joined by the Honorable Manuel Heredia, Minister of Tourism and Civil Aviation for Belize, Honorable Edmond Castro, Minister of State for National Emergency Management for Belize, and Mrs. Kim Simplis Barrow, Wife of Belize’s Prime Minister Dean Barrow. “Today is the product of the government’s continued pledge to entrench tourism as a top national priority and to promote tourism as a main engine for overall economic growth of the country,” said Hon. Heredia. “This investment alone is projected to generate 500 direct jobs and over 1,500 indirect jobs by the year 2020.” Some of these jobs will be provided through local food and beverage and retail offerings at the destination. Authentic Belizean cuisine and casual street style dining is available in the shopping village, along with high-quality local retailers offering items like locally made chocolates, spirits, beautiful artwork including the area’s signature wood carvings and more, street carts featuring local Belizean favorites like ice cream, grilled skewers and artisan crafts, and performances from local musicians and folk dancers. “The growth in cruise tourism over the past 20 years proves that Belize is a destination of choice for those seeking adventure, a host of natural wonders, and most importantly friendly and hospitable people,” continued Hon. Heredia. 


On Land

THE CARIBBEAN & THE AMERICAS

Groundbreaking MSC Marine Reserve Breaks Ground

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anuary 17 marked a new page for MSC Cruises, the day it broke ground on its first private destination in the Caribbean, Ocean Cay MSC Marine Reserve. Located south of Bimini in The Bahamas and only 65 miles east of Miami, the island is officially on its way to transforming from an industrial site to a natural eco-paradise exclusive to passengers on MSC Seaside and other MSC Cruises guests as of November 2018. The Right Honorable Perry Gladstone Christie, Prime Minister of The Bahamas joined Pierfrancesco Vago, MSC Cruises’ executive chairman, at the official Groundbreaking Ceremony along with other Bahamian ministers and government officials. “Working in partnership with the Government of The Bahamas, our aim is to turn an industrial wasteland into a thriving environment for man and nature alike, bringing the island and its surrounding waters back to their original state,” said Vago. “In so doing, we will substantially grow our Group’s already strong invest56 FIRST QUARTER 2017 | TRAVEL & CRUISE

ment in the Bahamian economy, offering long-term employment opportunities to the local population.” This milestone served as the official commencement of the works that will turn this former industrial sand extraction site back into its pristine state. A comprehensive landscaping plan will see more than 80 indigenous Caribbean trees, grasses, flowers and shrubs, planted on the island, returning to their lush natural habitat. The works will also reinvigorate the animal life in Ocean Cay’s 11,400 feet crystal blue waters along the coastline. When completed, “…its surrounding waters will be home again to beautiful corals and rich aquatic life,” according to Gianluca Suprani, Head of Global Port Development and Shore Side Activities at MSC Cruises. To take advantage of the “teaming… unique marine life,” MSC Cruises excursions include an underwater exploration of the MSC Marine Reserve and snorkeling and swimming. Ocean Cay features over 10 beaches, a vast lagoon, Bahamian village, seaside

restaurants and tiki bars and a second, linked island hosting the Ocean Cay Yacht Club and Spa’s expert hands in massage rooms shielded by dense vegetation. Plus, passengers step right off the ship into this eco-paradise. “Bearing testament to our ability to innovate, a purpose-built berth and pier will allow our cruise ships to dock directly at Ocean Cay MSC Marine Reserve,” told Vago. “Thus the island will de facto become an extension of the ship.” 

“…THE ISLAND WILL DE FACTO BECOME AN EXTENSION OF THE SHIP.” –PIERFRANCESCO VAGO, EXECUTIVE CHAIRMAN, MSC CRUISES


On Land

THE CARIBBEAN & THE AMERICAS

Discovering the Lost Kingdom of Costa Maya

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ery likely you have heard about Costa Maya, an unbelievable place situated in the Riviera Maya visited by thousands of tourists every year to admire the beauty enjoy its rich culture. Costa Maya is one of the most important marine ports in the state of Quintana Roo, built with first-class infrastructure providing the best experience and service to each and every visitor. Costa Maya pulls out all the stops when cruise ships visit Mahahal's town and Bacalar. The community and port work together to bring a unique experience differing itself from any other destination in the Caribbean. What activities are offered in Costa Maya? First of all, enjoy our marvelous beaches and soak up the sun under the extraordinary weather. If you want to explore new experiences, you definitely should practice snorkeling, where you will find submarine wonders that no other place has to offer. You can also admire the Mexican culture when you walk through the Callejón del Sapo and taste our Mexican gastronomy at our different thematic restaurants. At the Callejon del Sapo. you can also purchase handmade art crafts or visit the aviary featuring an extensive variety of species. Without any doubt, Costa Maya is a place that will provide a unique experience during your trip. For the more adventurous, the World of the Winds in the Lost Mayan Kingdom features 10 zip lines within two different courses: The Golden Eagle and The Toucan. The expeditious will also find 12 incredible waterslides filled with adventure and adrenaline. At Mayá, the feathered serpent 58 FIRST QUARTER 2017 | TRAVEL & CRUISE

unwinds unto a thrilling zip coaster. The flight of Kukulkan combines the technology of a zip line with the twists and turns of a roller coaster, simulating the swift movement of slithering through the sky as Kukulcan, the Mayan’s supreme god did. The Grand Pyramid is an immense structure standing in the center of Mayá. Built to stand out of the spectacular jungle, with its 78-foot height distributed along eight floors, where both the zip lines and waterslides begin. The Grand Pyramid resembles a Mayan temple, which reminds of the greatness of the Mayan civilizations. Once you reach the top, you will be fascinated with the wonderful views. Within the Grand Pyramid, you will also find different services and facilities, such as dressing rooms and lockers. Immerse yourself into the Jaguar River, a lazy river encircling the whole park. But beware of Balam the jaguar, the unstoppable guardian of the Grand Pyramid. The Monkey’s Island is another featured attraction of the park, designed exclusively for kids. In the Island, the little ones will find mini waterslides, bridges and tunnels, and a bucket dump. They will surely have the time of their lives. When in Costa Maya, don’t miss the opportunity of visiting this amazing, dazzling, adventurous park. Just a stone’s throw away from Mahahual, you will find the magical town of Bacalar—a picturesque community where you can discover the natural beauty, adventure, history and culture all in one place. Bacalar lagoon is also known as the lagoon of the seven colors, a huge extension of shallow waters with a diversity of


tainly one of the best attractions of the place. Would you like to discover more about the rich history of the Mayan ancient civilization? Located to the west of Laguna Bacalar is the archeological site of IchKabal, which is surrounded by different pre-Hispanic settlements that also belong to the ancient Mayan culture. The site covers 17,000 acres of an ecological conservation area within the municipality of Bacalar. Its structures go up all the way to 150 feet, proving that it is one of the most outstanding archeological sites of the state of Quintana Roo. This great archeological site, which will be soon open to the public, is just one where thousands of visitors are expected to appreciate the fascinating remains of the brilliant Mayan ancient civilization. 

shadows of blue creating a spectacular view. This lagoon is part of a lagoon system about 24.85 miles long and connecting with the Chetumal Bay. The San Felipe's Fort is a colonial architectural expression and a place that you need to visit. Cenote Azul should also be on your to do list, since it has a special charm where you can immerse the beautiful lagoon with its white sands and crystal clear waters. Just like these, there are many other places where you can spend unforgettable days full of culture, tranquility, wildlife nature and many more surprises. The town of Mahahual is home to Mayá, The Lost Mayan Kingdom, an adventure park with a unique concept. Located in the heart of the Mayan Jungle, it will bring you back to the 40s when explorer Steven Johnson ventured into it in search of the legendary golden city of Mayá. It is cerFIRST QUARTER 2017 | TRAVEL & CRUISE 59


Cruising...Saint Lucian

visit us at

stlucia.org To speak to a Saint Lucia agent, call 1.800.456.3984

Style

For the Adventurer

For the Foodie

Zip-line through the rainforest, hike to the breathtaking pinnacle of the Pitons. Explore lush, mountain terrain by ATV or jungle bike. Take to the dazzling, blue ocean and sail, kayak, paddle-board, snorkel, scuba dive, SNUBA or sea-trek.

Take a chocolate odyssey from 'bean to bar' on a cocoa plantation. Celebrate the magnificent mango during its annual season. Explore Castries Markets to experience the colours and flavours of exotic fruits, vegetables and spices. Saint Lucia is a delicious cornucopia of cuisine.

For the Nature Lover

For the Relaxation Seeker

Swim beneath icy cool waterfalls. Spot the vibrant plumage of our indigenous parrot, Amazona Versicolor. Discover a rainbow of tropical flora and fauna. Watch for whales, dolphins and turtles off the spectacular west coast. Saint Lucia is a treasure trove of natural wonders.

Restore the senses and rejuvenate the body at a world class spa. Switch off, unplug and enjoy being pampered at a picturesque, serene retreat. Saint Lucia spa resorts are internationally renowned for health, wellness and alternative therapies against a bewitching island backdrop.


On Land

THE CARIBBEAN & THE AMERICAS

Speaking Dolphin By Ted Turner, Vice President, Marine Mammal Operations, Atlantis Paradise Island, The Bahamas Ted shares the sights, sounds and highlights from his presentation at the FCCA PAMAC Cruise Summit

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I am waved aboard this floating marvel of engineering, I feel my sense of adventure rushing back to me, like a wave that pulls and tugs at you. Encouraging you to get off land, come out and explore and experience the ocean, the “other” 72 percent of this planet where the vast majority of life exists. Five oceans, 113 seas, species of animals most “mainlanders” rarely have the opportunity to see, and many more species yet to be discovered. I’d never been on a cruise ship before, but this was no cruise for me. It was an invitation to share information— stories of wonder and adventure with fellow sailors—of life on the sea and life in the sea. And as John F. Kennedy told, “We are tied to the ocean. And when we go back to the sea—whether it is to sail or to watch it—we are going back from whence we came.” As a marine mammal specialist for Atlantis, Paradise Island, it is easy to share these stories with my gracious hosts, executives from the world’s most famous cruise lines, the men and women who commission, build and operate these amazing vessels. Vessels that transport people to equally amazing places. It was easy because my audience already knew of Atlantis, with its own famous notoriety as a destination that captures imagination, as an ancient city rising from the unique confluence of ocean, sea and gulf and a place where visitors can experience both life on the water and life in the water. 62 FIRST QUARTER 2017 | TRAVEL & CRUISE

I came to speak dolphin, which may sound weird, but not in the literal sense like one of those uncomfortable moments when a casual conversation suddenly goes off the rails and this seemingly normal person you were just beginning to like secretly divulges a past alien abduction. No. Not like that. I came to speak of dolphins and other species of marine life—what it is we think we know and what it is we need to know. Yes, there is magnificence for everyone at Atlantis and a chance to experience life aquatic. You see it in every square inch of our resort, the details that were carefully designed and intended for you to discover. Yet our purpose reaches far beyond our story of ancient origin. We know we are part of something much bigger, we are touched by the ocean (after all, it has been here much longer), we are interconnected to the sea, to our Bahamian spirit, our connection to each other and to this blue planet we all share. At Atlantis, we celebrate the water. We play and laugh in our amazing waterscape. We sit beside spectacular sunrise seas. We dine at our amazing restaurants surrounded by fascinating marine wildlife. We sleep in beautiful rooms overlooking the ocean and wake to the rhythmic sound of surf and the distant call of ships heading out to sea. These many experiences are all intended to capture a sense of wonder and activate a sense of stewardship. Over 300 species of marine wildlife we care for at Atlantis, fish, rays, turtles, the sea lions, dolphins and the

many opportunities we provide adventurers compel us to realize that we share this planet with many creatures. We have learned so much about marine mammals in the past four decades, and this body of knowledge has been put to great use: •Atlantis was instrumental in developing marine mammal protection legislation that became national law in The Bahamas in 2005. This legislation enacts protections for wildlife, including dolphins, that conserves this wildlife for future generations. It also establishes stringent standards of care for facilities that house marine mammals and which very few countries have formally enacted into law. • Atlantis has designed and built the most intricate, largest and expensive marine mammal facilities and aquariums in the world and more resources are devoted to animal care and welfare than the vast majority of facilities combined. • Visitors and participants in our programs know that the experiences they have at this destination also help directly fund field conservation programs through the Atlantis Blue Project Foundation for coral reef restoration, wildlife rehabilitation and release, sea turtle conservation and nest protection, marine preserve establishment, wild marine mammal stranding response, manatee health assessments


and other important conservation initiatives. Our visitors are active participants in real conservation. • Atlantis is fully accredited by international wildlife organizations that uphold stringent standards of animal care and we support and encourage our experts to continually raise these standards. • Atlantis is home to dolphins whose habitats were destroyed during the catastrophic category five hurricane Katrina that devastated the gulf coast of the U.S. Atlantis helped rescue, treat and transport 16 dolphins affected by the hurricane and that otherwise may not have survived. These animals were moved to our safer habitat here at Dolphin Cay where they are thriving visitors witness conservation in action. The world-famous “Katrina” dolphins are safe and happy, having produced seven healthy baby dolphins to date! • Atlantis fully participates in teaching children, students and graduate

students in marine biology, veterinary medicine, behavior management and other aspects of marine science. Expert staff work with local schools and prestigious universities such as the University of Miami to impart advanced knowledge about marine mammals to the next generation of stewards. • All of our programs are intended to teach children and adults to care, protect, conserve and enjoy wildlife respectfully. • Atlantis has the most diverse wildlife programs of any marine facility in the world, where participants can experience wildlife through both passive and active engagement. All visitors have unique opportunities to appreciate wildlife in an up-close, unique and personal way. We are here to help wildlife, and we do by working with animals every day and teaching people about animals in a meaningful way. We champion the ocean,

its inhabitants and our connection to it. We exist to encourage families to absorb these stunning surroundings, the color of the ocean, scent of the sea, artwork, all intended to impart the spirit of ocean life and the creatures that share this life with you. A visit here will most certainly impact you for life. And we want your experience with us to manifest in action and motivate you to participate in teaching children to explore, to laugh. Teach adults to steward and preserve. Teach families to spend quality time together and that real value comes from experiences like these. When we know our purpose, we can make the impossible happen. We are inextricably linked and bound. Those who travel to places unknown, in vessels that are becoming more spectacular each year, to magnificent destinations that consciously show people what is really important: the ocean, wildlife, seemingly boundless discoveries. So, cruise! And don’t just cruise, explore, learn, care, preserve, teach others to do the same. 

Study nature, love nature, stay close to nature. It will never fail you. - Frank Lloyd Wright

To Learn More About Our Marine Programs,

visit AtlantisBahamas.com.

Proudly Accredited By:

Protecting the Future of Bahamian Reefs and Marine Life FIRST QUARTER 2017 | TRAVEL & CRUISE 63


On Land

THE CARIBBEAN & THE AMERICAS

Choose NYCruise

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ew York City is the most vibrant place in the world. When planning your next cruise out of the city, allow some time explore all our town has to offer. We guarantee that it will be the experience of a lifetime! You can take in the sights and sounds of Times Square, shop at the beautiful new Oculus at the World Trade Center, see the breathtaking views from atop the Empire State Building, and hang out with the world's most exotic animals at the Bronx Zoo, the largest metropolitan zoo in the United States. From the iconic landmarks to the city's hidden gems, the Big Apple has more to see and do than anywhere else on earth. Home to fine arts, theater, music, and more, New York City is proud to be called one of the cultural capitals of the world. Explore the depths of the ocean at New York Aquarium, soar into outer space at midtown's Hayden Planetarium, or pique your kid's curiosity at one of our many children's museums. We have more than 800 museums and galleries across the five boroughs, so you're bound to find something you’ll fancy. Love to shop? From Wall Street business suits to Bedford Avenue Brooklyn chic, 64 FIRST QUARTER 2017 | TRAVEL & CRUISE

New York City is where all the world's hottest trends start. Fashionistas can go from high-end department stores to the hippest boutiques and explore the city's local flea markets, all in just one afternoon. If sports are more your style, New York City is where you belong. Whether we're

duking it out on the ice, shooting nothing but net, or hitting home runs into the stands, sports are year-round in our city. That's because we have more professional teams that any other city in the country. And no trip to New York City is complete without a show! With Broadway, OffBroadway, Off-Off-Broadway, you catch long-running hits, show-stopping musicals, and fascinating dramas any night of the week. Best of all, the Theatre District is located in the heart of Manhattan, just minutes from the Manhattan Cruise Terminal. There's so much to do; it's no wonder why New York City is the premier yearround cruise port for hundreds of thousands of travelers every year. Ready to cruise? The Brooklyn and Manhattan NYCruise terminals are conveniently located and easy to access by land, rail, and plane. New York City has been serving cruise passengers longer than any other city in the US and continues to offer cruisers a fabulous array of itineraries, year-round. So if you're off to the warm tropics of the Caribbean and Bermuda, heading north to beautiful Canada and New England, or ready for an adventurous voyage across the Atlantic, you're in for the experience of a lifetime! Choose New York City. Choose NYCruise. Book the cruise of your dreams today at nycruise.com. ď‚Ł


See NYC & Sea NYCruise

Sail out of New York City to dream destinations. There’s no better choice: choose cruise. nycruise.com


On Land

THE CARIBBEAN & THE AMERICAS

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Your Adventure Starts in Seattle

© Yakima Valley Tourism 66 FIRST QUARTER 2017 | TRAVEL & CRUISE

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the city where grunge music was born, tech is chic, and every turn promises to bring another unexpected adventure. Whether you’re exploring the world famous Pike Place Market or checking out Starbucks’ ground-breaking Reserve Roastery and Tasting Room, Seattle is quickly becoming the new “it” place to be. So take a hike through an ancient rainforest or sip wine on a ferry boat, and experience first-hand why Seattle is among the nation’s favorite cities and recently named by Cruise Critic as the top cruise port North America for 2016. Just minutes away from your ship, you’ll find the Seattle Aquarium and the Great Wheel where you can soar 175 feet in the air while enjoying breathtaking views of Puget Sound, Mt. Rainier and the city below. Or climb even higher and travel to the top of the Space Needle. The iconic location offers a cornucopia of visitor attractions including the MoPOP Museum, a tribute to music history, science fiction and pop culture housed in the liquid architecture of Frank Gehry. Close by, Chihuly

Garden and Glass, showcasing the career of glass artist Dale Chihuly with eight galleries, a lush garden and the centerpiece of it all, the Glasshouse, demonstrating glassblowing expertise. For those sports fans that can’t get enough, you’re right in the ballpark, with the Seattle Mariners, Sounders, and Seattle Seahawks. If you’ve got an eye towards the more refined, consider the Seattle Art Museum, the Olympic Sculpture Park, the Museum of Flight or the Bill & Melinda Gates Foundation Visitor Center. Up for a bigger adventure? Take a day trip to see a Boeing airplane being built, go salmon fishing, or hop on a seaplane to the San Juan Islands and kayak among pods of orca whales. If you’re still hungry for more, Seattle has one-of-a-kind, restaurants featured on Diners, Drive-Ins, and Dives, Man vs. Food and Top Chef. Or, go where the grapes are grown! Take in the sun-soaked Yakima Valley and sample Washington’s vineyards, breweries and distilleries.

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Check out www.visitseattle.org for your travel planning needs. 

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SEATTLE CRUISE | EXPLORE | EXPERIENCE

We await your arrival.


On Land

THE CARIBBEAN & THE AMERICAS

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Cruise Maryland

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he Port of Baltimore’s Cruise Maryland Terminal is located on the East Coast’s main highway, Interstate 95. The unique and easily accessible location makes it a perfect drive-to port. Two-thirds of the U.S. population live within an overnight drive to Baltimore, strategically located in the heart of the third-largest, third-wealthiest region in the country. Cruise Maryland is home to two world-famous cruise lines. Carnival Cruise Line’s Pride and Royal Caribbean International’s Grandeur of the Seas offer year-round service to the Bahamas, Caribbean, Bermuda, Canada and New England. The cruise terminal is known for its award-winning customer service and excellent check-in experience. Cruise Maryland offers safe and secure on-site parking, making it easy to park. No advanced reservations are required to park in secured long-term lots located within walking distance of the cruise terminal. Accessible parking is available. The terminal is also conveniently situated near three major airports: Baltimore/Washington International Thurgood Marshall Airport (BWI) is 10.5 miles from the cruise terminal; Ronald Reagan Washington National Airport is 48 miles away; and Washington Dulles International Airports is 60 miles from the cruise port, and the Penn Train Station is 10 miles away. 68 FIRST QUARTER 2017 | TRAVEL & CRUISE

Why not arrive a few days before or after your cruise to enjoy the shopping, restaurants, fine hotel accommodations and views of Baltimore’s world-famous Inner Harbor? Visit the renowned National Aquarium and the Maryland Science Center. Indulge your appetite at nearby exquisite restaurants in Little Italy, Locust Point, Fells Point and Canton. Take a step back in time and visit Fort McHenry, the birthplace of our national anthem. Baltimore is also the home to some of the finest museums in the world, including the Walters Art Gallery, the Baltimore Museum of Art, Baltimore Museum of Industry and Reginald Lewis Museum of Maryland African American History and Culture to name a few. A short drive south leads you to Annapolis, the sailing capital of the world. Stroll along historic streets, sample the seafood Maryland is famous for, or visit the U.S. Naval Academy. Washington DC is also an easy drive down I-95 from Baltimore. Visit the museums and monuments that make the city one of the top tourist destinations in the world. Come for the cruise and stay for the experience. Contact your Travel Agent and book your next great cruise adventure from the Cruise Maryland Terminal today. For additional information please visit our website, www.CruiseMaryland.com. 

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: o T y a w e t a G r u o Y s I d n a , l t y e r k r a a M M e s e n i m Crui d l o G A , n o i t a c o . L e t c n i e v i r n e e v S n r e m o A Co t s u C g n i n n i W d r a w A d n A , n u F Homeport with us today.

from the Port of Baltimore

Gateway to your Getaway!

cruisemaryland.com

https://www.facebook.com/cruisemd

twitter.com/portofbalt

1.866.427.8963


On Land

THE CARIBBEAN & THE AMERICAS

Montréal: An Island City with European Charm

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rom its outstanding entertainment calendar to its mouthwatering food scene and flair for fashion, Montréal is chock full of surprises and secrets. It’s an island city with a combination of cool European chic and no-holds-barred creativity that has launched a thousand festivals. It’s a dynamic port of call that offers big-city excitement and small-town friendliness. And with so much to discover, Montréal is much more than a starting or end point to any cruise. Sailing down the beautiful St. Lawrence River into Montréal, you are immediately struck by the city’s beauty and history. You have arrived in the Old Port and you are at the heart of the action. The Old Port boasts a beautiful linear park that’s perfect for strolling and sightseeing. You can also rent bikes, quadricyles, pedal boats, and Segways, swing down a zipline, find your way through an adventure maze, visit the Science Centre or relax at the Clock Tower 70 FIRST QUARTER 2017 | TRAVEL & CRUISE

Beach. History buffs can also enjoy the moving scenes from Montréal’s past with the Cité Mémoire immersive exhibition. Just beyond the Old Port is Old Montréal, where the seeds of the city were first sown. It’s a romantic mix of old stone buildings, beautiful greystones, sweeping squares, stately banks, soaring cathedrals and cobblestone streets, with the imprint of the French and the English evident to this day. This pocket of the past remains charmingly vibrant, thanks to the many luxury boutique hotels, restaurants, pâtisseries, high-end art galleries, clothing and décor boutiques, and array of street performers in warmer weather. Simply wandering about its winding streets, admiring the gorgeous architecture is a great way to get acquainted with the city’s rich heritage. Just beyond Old Montréal is the city center. Montréal is, indeed, compact and walkable. Summer through winter, downtown lives up to its reputation as a true

dynamo and “centre-ville” is buzzing, no matter when you choose to explore it. This is where everyone goes to catch the city’s many festivals, including the big names like the Jazz, the Just for Laughs and the F1 Grand Prix du Canada, though pop, and electronic music, circus arts, digital arts, fashion and more are also celebrated with the city’s legendary gusto. Most of the outdoor performances at these events are totally free of charge! The city center is also where Montrealers regularly meet up for cocktails, dine out, catch a movie, see museum exhibitions or do a little retail therapy. Shoppers will love Sainte-Catherine Street, a major commercial artery that runs 11 kilometers east-west that is densely packed with boutiques as well as major shopping centers such as the Eaton Centre. And what about Montréal’s “underground city”? It’s actually an interconnected underground pedestrian network that stretches for a staggering 32 subterranean kilometers, hooking you up to hundreds of boutiques as well as shopping malls, hotels, museums, and métro stations. Amazing! No visit to Montréal would be complete, of course, without exploring the city’s stellar culinary scene. If you’re coming here for the first time, you might want to try the classics—a juicy smoked meat sandwich, a sweet doughy bagel or maybe poutine. You can also get an idea of what’s cooking here through Montréal’s food trucks: some 50 mobile kitchen covering 30 designated parking/vending locations that dish up local delicacies on a daily basis. Whether you try a trendy neighborhood eatery, a five-star restaurant or a casual bistro, you’ll get a taste for the brilliance and innovation propelling the city’s talented chefs. And of course, 2017 is a big year for Montréal, as it celebrates its 375th anniversary with over 175 activities on the program. The calendar of activities is positively popping with excitement, with highlights like an interactive lighting project of the city’s iconic Jacques Cartier Bridge, Montréal AVUDO by the Compagnia Finzi Pasca and much more. The whole year showcases Montréal’s rich history, cultural diversity, eclectic neighborhoods and friendly people. There’s never been a better time to discover this enchanting city! 


THE NEW MONTRÉAL CRUISE TERMINAL IS READY TO WELCOME YOUR GUESTS THE MUST-SEE DESTINATION IN ANY ST. LAWRENCE CRUISE CRUISESMONTREAL.COM


On Land

EUROPE, MIDDLE EAST & AFRICA

Insights from CEO of Celestyal Cruises and Chairman of CLIA Europe, Kyriakos Anastassiadis Cruises and repositioned our company as the provider of the authentic Greek experience in the Aegean. From there we have continued to build our reputation as a purveyor of cozy cruises to some of the most incredible destinations in the Aegean. We then took this revamped business model to Cuba, where we provide the same impeccable product, and where we visit more destinations than any other cruise line.

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yriakos Anastassiadis, CEO of Celestyal Cruises, is now serving as Chairman of CLIA Europe. As such, he provided insight into his top priorities, along with his perspectives on the cruise industry’s growth. Having been the CEO of Celestyal Cruises since 2012 and a member of CLIA Executive Committee since 2014, Anastassiadis told these were the first roles he has held in the cruise industry. Prior to taking the helm at Celestyal Cruises, he was a General Manager, CEO and President at The Coca-Cola Company, Procter & Gamble, Polaroid and Aujan Industries. When asked about a highlight in his career, Anastassiadis explained: What I have found most exciting so far was the rebranding we undertook in 2014, when we became Celestyal

72 FIRST QUARTER 2017 | TRAVEL & CRUISE

TOP PRIORITIES IN HIS ROLE AS CLIA EUROPE CHAIRMAN As Chairman of CLIA Europe, “One of our main challenges is to maintain Europe’s position as one of the world’s leading maritime tourism destinations,” Anastassiadis told. “In pursuit of this goal, we will present innovative proposals as a union while remaining in constant communication and coordinating with all competent and relevant national and European bodies to promote important reforms that will strengthen the competitiveness of our industry in the global travel marketplace, while preserving the unique cultural heritage and pristine natural beauty of our home.” SIGNIFICANT ADVANCEMENTS IN THE CRUISE INDUSTRY “The cruise industry is growing rapidly around the world, with more and more travelers, particularly younger passengers, selecting cruising as the best way to enjoy their holidays,” told Anastassiadis. “In tandem with this growth is the differentiation we’re seeing throughout the cruise industry.” “While the larger players continue to offer a tremendous product that gives them the lion’s share of the market, smaller purveyors, such as Celestyal, are creating new, specialized niches and leveraging their expertise to give passengers what we consider stellar cruises and ‘lifetime’ experiences.”

PREDICTIONS FOR THE FUTURE AND GROWTH FOR SMALLER OPERATORS “We are seeing smaller operators such as ourselves continuing to offer a unique product, one comprising excellent service, specialized food and beverage and unrivaled destinations that take passengers deeper into the culture of these beautiful places,” said Anastassiadis. As a result, he noted, “We see more travelers looking for this kind of experience, including passengers who have sailed on larger vessels and want to try something on a more personal scale.” THE KEY TO SUCCESSFUL GROWTH FOR NICHE OPERATORS When asked about what niche operators must do to achieve successful growth, Anastassiadis excitedly responded with two words: “Communication and education!” “Niche operators, such as Celestyal Cruises, need to bolster their presence worldwide to communicate their message to new and returning passengers,” he explained. “The key markets are Europe, Asia and North and South America, and we need to let potential cruisers in these markets know what a fantastic experience cruising is, in general, and the unique and quite spectacular experience available to them when they sail with us.” 

“ONE OF OUR MAIN CHALLENGES IS TO MAINTAIN EUROPE’S POSITION AS ONE OF THE WORLD’S LEADING MARITIME TOURISM DESTINATIONS.”


Aon Risk Solutions

JOURNEY

to

GREATNESS Learn how the best get better. Aon focuses on delivering value and impact to all our clients. As a result, Aon is the Florida-Caribbean Cruise Association’s endorsed broker for the Global Tour Operator Liability Insurance Program. With more than 500 Aon and Aon Affiliate offices located throughout the world, we stand ready to serve the insurance needs of the cruise industry. Contact our expert to learn more: Hellen Mena - Aon Risk Solutions +1.305.961.6231 hellen.mena@aon.com

Risk. Reinsurance. Human Resources.


On Land

EUROPE, MIDDLE EAST & AFRICA

Cruise Lines International Association Hosts First Executive Partner Conference in London

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his February, the CLIA Executive Partner Conference shared for the benefit of more effective synergies for the future of brought together 200 delegates, including 46 cruise execu- the cruise industry.” tives from 21 countries. Two back-to-back forums covered “This CLIA Europe Executive Partner Conference offered important industry matters on topics related to ports and destina- an ideal platform for professionals of the cruise industry to nettions and technical and regulatory operations. work and better learn to work together,” commented Elisabetta de This new event generated dynamic audience participation Nardo, global head of port operations and destination management, and open dialogue on challenging topics of Silversea Cruises. “Our industry is growing critical importance to the global cruise comat a fast pace in Europe, and it is essential munity. It created new professional bridgto ensure that ports, destinations and cruise es between participants, as the workshops lines work together more proactively, identidelivered interactive content on specific case fying effective ways to ensure joint success. studies, particularly on actions requiring Both days of business sessions allowed all …THE TWO FORUMS collaboration from all players of the indusGENERATED ENGAGEMENT participants to learn more about the cruise try. An innovative ‘Shark Tank’ session, industry and its legislative implications.” FROM ALL PARTIES.” inspired by the popular US TV show, was The two days were linked by a cockanother productive and entertaining exertail reception and a ‘CLIA Connect –TOM STRANG, SVP, MARITIME AFFAIRS, cise enhancing collective contribution. Dinner’, where Kyriakos Anastassiadis, CARNIVAL CORPORATION & PLC CLIA technical and supply chain proCLIA Europe’s new chairman and CEO of fessionals were updated on the prime develCelestyal Cruises, delivered his first keynote opments within the sectors of technology, risk management, human remarks on the importance of bringing all the actors of the cruise resources, legislation, procurement and ship design. Participants industry together. had the opportunity to discuss safety and security, medical, public “The European cruise industry has a promising future, but it health and environmental stewardship. is only by working together, as one industry with one voice, that “This new CLIA Europe Executive Partner Conference was a we will positively impact the speed and the sustainability of this great success, and the two forums generated engagement from all growth,” he explained. parties,” said Tom Strang, senior vice president, maritime affairs, This Conference demonstrates CLIA’s commitment to design Carnival Corporation & plc. “Numerous best practices were programs that benefit the entire cruise community.  74 FIRST QUARTER 2017 | TRAVEL & CRUISE


On Land

ASIA & AUSTRALIA

Jan Swartz Named Group President of Princess Cruises and Carnival Australia

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n an internal shift at a global level, Jan Swartz, previously president of only Princess Cruises, was also appointed the group presidency for Carnival Australia. Under her new role, Swartz keeps the focus on regional strategy and continues to report to Stein Kruse, CEO of Holland America Group. There is no change to Carnival Australia’s structure, with Ann Sherry remaining executive chairman of Carnival Australia and Sture Myrmell as president of P&O Cruises Australia, but both Sherry and Myrmell now report directly to Swartz.

Carnival Corporation Shifts Roles for Operations in China and Asia

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nderpinned by Carnival Corporation’s focus on the China market’s significance and potential, it recently appointed Michael Thamm as CEO of Carnival Asia. Previously CEO of Costa Group, Thamm’s new role includes continuing leading Costa Group’s global business, while also overseeing operations in China and the region, a move Carnival told “demonstrates the importance [it] attaches to the China market as an upcoming strong pillar of its global business.” "As the first and largest global cruise operator in China, Carnival Corporation is excited to participate in the boom in 76 FIRST QUARTER 2017 | TRAVEL & CRUISE

Asia, and particularly in China, of surging consumer demand from a fast-growing economy,” said Arnold Donald, CEO of Carnival Corporation & plc. “We are committed to accelerating the advancement of the overall cruise industry in China, consistent with the current five-year plan," he continued. And that plan already includes a joint venture through a partnership between Carnival Corporation, China State Shipbuilding Corporation (CSSC) and CIC Capital Corporation to launch the first world-class, multi-ship domestic-owned cruise brand using ships purchased from Carnival Corporation's existing fleet and homeported in China. The joint venture would then add China-built cruise ships to further accelerate growth in the Chinese cruise market, which is expected to eventually become the largest cruise market in the world. "Michael Thamm will build on the existing strong momentum and Carnival Corporation's leading position through his proven leadership skills and exceptional industry expertise."

Part of this will be done through Thamm’s added responsibilities including promoting strategic cooperation with the Chinese government and local business partners, and building a long-term, sustainable Chinese cruise industry. "I am excited to embark in the new role, and dedicated to growing our company's business and its industry-leading presence in the region,” told Thamm. “We will work with partners across the region to build and develop a robust ecosystem for the sustained development of China's cruise industry, helping China to be a front-runner in the global cruise market.”

“WE WILL…BUILD AND DEVELOP A ROBUST ECOSYSTEM FOR THE SUSTAINED DEVELOPMENT OF CHINA'S CRUISE INDUSTRY…” –MICHAEL THAMM, CEO, CARNIVAL ASIA


P&O’s Pacific Pearl Launches Special Season with Auckland Nines Fans

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n February 3, P&O’s Pacific Pearl sailed into Auckland with 1,700 Nines supporters onboard, marking the start of a four-month season of cruises from New Zealand estimated to contribute $20 million to the nation's economy. Joined by famous past players and personalities like Steve Price and Brad Fittler, the cruise celebrated not only the biggest rugby league event in the New Zealand calendar, but also a momentous event for New Zealand cruising. "With 18 cruises sailing from Auckland throughout the year, we will be giving New Zealanders the biggest ever selection of cruises from their doorstep,” said Sture Myrmell, president of P&O Cruises. “It's all part of our commitment to investing in New Zealand and bringing more choice to the market."

Pacific Pearl's arrival showed that investment, beginning a special year of cruising for New Zealanders, with the cruise line offering two seasons from Auckland in 2017. Pacific Pearl will be based in Auckland until March 27 for her final season of cruises from New Zealand before she leaves the P&O fleet. Then in September, her sister ship, the 2,000-guest Pacific Jewel, will arrive in Auckland to offer P&O's first ever season of spring cruising, sailing on eight roundtrip itineraries from the city until October 31. Between them, the two ships will carry about 30,000 New Zealanders on cruise holidays, underlining the growing popularity of cruising amongst Kiwis. And Myrmell told this would contribute “a valuable economic contribution,” close to $20

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million into the local economy between guest, crew and cruise line spending. But Myrmell also reminded that it is not all business. Expressing excitement at P&O becoming the Official Cruise Line Partner of the National Rugby League in 2017, he told, "Many of our guests are big fans of the game, so it's fantastic to be able to offer an exciting line up of rugby league cruises this year including the Nines.” 

“IT'S ALL PART OF OUR COMMITMENT TO INVESTING IN NEW ZEALAND…” –STURE MYRMELL, PRESIDENT, P&O CRUISES


Members & Travel Agents

“…TRAVEL AGENTS ARE MORE IMPORTANT THAN EVER MAKING SURE VACATIONERS ARE MATCHED WITH A CRUISE THAT FULFILLS THEIR VACATION DESIRES…”

CLIA’s Travel Agent Cruise Industry Outlook Report Shares Key Trends

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ey cruise industry travel trends along with insights from the travel agent community are revealed in the last Travel Agent Cruise Industry Outlook Report released by CLIA, a quarterly study compiling data and research based on online survey responses from the CLIA Travel Agent Research Panel, consisting of 700 travel agents from North America. According to the latest report, travel agent sales remain strong, overall cruise spending is growing, and travel agents are influencing advance cruise bookings. “The Travel Agent Cruise Industry Outlook report allows us to keep our finger on the pulse of the cruise industry as a whole and provides a glimpse into the future from the travel agents perspective,” said Cindy D’Aoust, president and CEO, CLIA. “Findings from the latest report help both travel agents and industry stakeholders adapt to meet the needs of today’s travelers and has become a staple in our research calendar.” 78 FIRST QUARTER 2017 | TRAVEL & CRUISE

TRAVEL AGENTS ARE INFLUENCING ADVANCE CRUISE BOOKINGS Travel agents say that clients are increasingly booking cruises farther in advance, with almost half now booking nine months to a year prior to the departure sailing date. It’s a welcomed change from the number of people who tend to wait and book cruises less than three months out. While working with their clients as well as potential ones, travel agents help by advising them that many ships quickly sell out to capacity as it gets closer to the sailing date. Contrary to some misconceptions people have, travel agents also note the best rates as well as accommodations can actually be found six to twelve months ahead of the actual sailing date. And this is also even more critical when it comes to arranging cruise groups for clients. Vacationers seem to be learning that there are fewer last-minute “deals,” and the last minute cruise deal hunters are on the decline. Once again, with travel agents encouraging clients to book early and not

wait to the last minute, it also enhances the experience and value. Travel agents frequently cite that “value” is another key incentive for cruising today. People are looking for greater value with their cruise vacations, which is why successful travel agents help their clients understand key options, as well as cruises available so they choose and select the right cruise. In an increasingly connected world where information is widely available but hard to synthesize and interpret, travel agents are more important than ever making sure vacationers are matched with a cruise that fulfills their vacation desires. A FEW OTHER TRENDS An increase in cruise growth when it comes to higher sales volume, along with the growing popularity in river cruising are a few other trends. There is also a definite spike and interest in larger ships. Overall, cruise travel’s popularity continues to rise across all of the four major cruise segments. 


Members & Travel Agents

Setting Sail for Sales Success By Charles A. B. Sylvia, Vice President, Membership and Trade Relations, Cruise Lines International Association (CLIA)

At

CLIA, we love cruising so much you will often see us using metaphorical phrases like “full speed ahead” and “don’t be left at the pier” in communicating with you, our valued members. While using these phrases adds levity to our messages, one phrase in particular is most fitting as we embark—see, there I go again—on another year. It is time to “set sail for sales success” in 2017. Setting sail for sales success is something that is easy to do if you simply break down the parts of your professional life. How? Set Specific, Measurable, Achievable, Realistic and Time-based goals for each aspect of your career. Start with how you manage time and organization, which are two foundational elements of any profession, and then focus on your performance and growth. This is where your CLIA membership comes into play. You have made an investment in yourself by becoming a CLIA member, entitling you to a myriad of business-building benefits, professional development opportunities and personal travel perks. As much as we have a responsibility to you building significant value into CLIA member benefits and continually 80 FIRST QUARTER 2017 | TRAVEL & CRUISE

communicate how those benefits can help you succeed, you have a responsibility to yourself—as well as with your career success— to not overlook them. The following is a checklist of 10 important practices you can apply to your professional life that will ensure you are on course for sales success: IS MY CLIA AGENT FINDER INFORMATION UP TO DATE? More than 7,000 unique consumer visitors visit CLIA’s website, www.cruising.org, each month, looking for a professional travel agent from whom to buy a cruise. If your information isn’t current, those customers cannot reach you. Log in to your MyCLIA online dashboard and update your “Agent Finder” contact information TODAY. HAVE I ADDED THE CLIA LOGO TO MY BUSINESS CARD AND EMAIL SIGNATURE? One of the many benefits you receive as a CLIA member is the right to use the CLIA logo in all your marketing. The CLIA


logo should be on your business cards, email signature and website. The CLIA logo is the “Good Housekeeping Seal of Approval” in the cruise industry, and that’s exactly how you should explain it to your prospects and clients. Download the CLIA logo on your MyCLIA online dashboard and take advantage of its credibility. AM I TELLING CLIENTS ABOUT MY CLIA RELATIONSHIP AND WHAT IT MEANS? The CLIA logo alone won’t build your credibility. You have to tell prospects and clients about it. Take 30 seconds to explain how you are part of the worldwide cruise industry trade association as well as your commitment to continued professional development and service excellence. AM I ON TRACK FOR THE NEXT CLIA CERTIFICATION LEVEL? In a 2013 survey of more than 20,000 CLIA members, agents who were actively pursuing CLIA certification or who had achieved one or more levels of CLIA certification sold 261% of the comparative cruise sales volume compared with members who had never taken a CLIA course. Want to double—or nearly triple—your cruise sales volume?? Enroll in CLIA certification, today.

being immodest. You owe it to your prospects and clients by letting them know they are doing business with someone (YOU) who knows what they are talking about. Am I regularly redeeming my CLIA bonus commissions? You are entitled to $2,750 in bonus commissions from CLIA Cruise Line Members, payable and mailed directly to you, as part of your annual membership. Get into the habit of visiting your MyCLIA online dashboard whenever you sell a cruise and print out the corresponding bonus commission voucher. These commissions are real and the vouchers work…don’t leave good money on the table! AM I KEEPING INFORMED OF CLIA INDUSTRY NEWS AND TRAINING EVENTS? CLIA’s Travel Agent Cruise News provides you with aggregated industry developments designed to provide you with everything you need to know in a concise format. TACN sections include: Membership (happenings); Professional Development (updates); Travel Agent Tips; upcoming Events and Webinars; and much more! If you’ve deleted past emails with TACN,

don’t worry…you can download any issue from the MyCLIA online dashboard. AM I ATTENDING CRUISE360? Cruise360 is the “Academy Awards/Super Bowl/World Series” of the cruise industry, all under one roof. Our biggest event of the year, Cruise360 features a week’s worth of professional development, networking, ship inspections and the latest industry trends. By attending Cruise360, you are not only fast-tracking yourself to achieve your next certification level, you are surrounding yourself with the most influential and successful people in the cruise industry. Learn from them; share with them; have fun with them. Register today at www.Cruise360.org. Your CLIA membership is not simply the process of receiving an EMBARC ID… it is being part of a global community of professionals who drive the cruise industry forward and prosper as a result. Please deepen your level of involvement, this year, and be an active participant in CLIA as we continue to advocate, educate and promote for the common interests of the cruise community. 

DO I ALWAYS USE MY CERTIFICATION CREDENTIALS AFTER MY NAME? Wherever your name is printed—on your business cards, online, in signage—your certification credentials (CCC, ACC, MCC, ECC) should always be included. DO I EXPLAIN TO CLIENTS WHAT MY CERTIFICATION CREDENTIALS MEAN? YES! Don’t forget to tell your prospects and clients what those letters represent! You’ve worked hard to achieve your certification status. It’s a story to be told. AM I REFERRING TO MYSELF AS A CRUISE TRAVEL EXPERT? Remember, the first person who will ever call you an expert is you. When your conscience tells you it is the right time to start referring to yourself as a cruise travel expert, by all means, do it. If “expert” is too audacious of a word for you, call yourself a “cruise travel authority.” Doing so is not FIRST QUARTER 2017 | TRAVEL & CRUISE 81


Members & Travel Agents

CLIA Membership Benefit Highlight: Career Counseling Service CLIA recently introduced Career Counseling service to help guide Individual Agent Members’ professional growth.

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oday, travel agents find themselves bombarded with information, whether they are new to the industry or are working to build and grow business. From the various industry partners, companies, contacts and systems that agents must learn and navigate, it can all be quite overwhelming. Agents deal with this before even delving into the numerous product specific and travel selling professional development offerings within the industry. The vast sea of information travel agents must attain, along with opportunities for professional development and training can be rather daunting without assistance from mentors and agencies. Cruise Line International Association (CLIA) has recognized the need to support their members beyond the standard member services. Helping CLIA members navigate information that benefits them in the cruise industry above and beyond has been a focus, as well as guiding them along their

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individual paths to professional growth and success as cruise selling professionals. As a result, in 2016 CLIA introduced their Career Counseling service as a benefit to their Individual Agent Members. The Career Counseling service is the latest benefit developed as part of CLIA’s Career Seascape, their members’ one-stopshop for all their cruise specific professional development and training needs. If an Individual Agent Member needs assistance choosing the right CLIA online courses, live training or certification program to

further support overall personal and professional growth, then that agent can book an appointment to speak with a member of CLIA’s Professional Development team. Once the appointment is booked, a team member will call the agent for a 15 minute, one-on-one conversation to discuss any questions about how CLIA’s professional development program can grow their sales. There is no limit to the number of appointments that an agent can book. CLIA’s team is dedicated to providing comprehensive information that is specific to assisting the individual agent’s success. 

An Alliance for Professional Excellence: PTANA Joins CLIA as a Premier Member

n early January, Cruise Lines International Association (CLIA) announced it has formed an alliance with the Professional Travel Agents of North America (PTANA) organization. PTANA joined CLIA as a 2017 Premier Member and has committed to 100 percent CLIA membership adoption among its approximately 150 travel agencies and 600 travel agents across 10 chapters nationwide. Established in 2009 as a nonprofit association, PTANA provides educational and networking opportunities for the travel professional community of North America. Each chapter focuses on facilitating strong relationships with travel partners as well as promoting domestic and international travel. PTANA also supports and donates to local and worldwide charitable organizations and causes. More than a year in the making, this 82 FIRST QUARTER 2017 | TRAVEL & CRUISE

new alliance allows PTANA travel professionals to access CLIA’s professional development and certification program, the official training of the cruise industry, as a way to grow their cruise sales volumes. PTANA’s intent is for its agencies and agents to be the best trained, most professional representatives of the global cruise industry to the thousands of consumers they serve. “PTANA has proven themselves to be a valuable member of the cruise industry and I look forward to seeing them thrive as a new Premier Member of CLIA,” said Cindy D’Aoust, president and CEO, CLIA. “This alliance further underscores CLIA’s commitment to the travel professional community and our mission to be the unified voice for the industry.” PTANA provides educational forums and networking opportunities for travel

professionals. Each chapter also hosts monthly seminars that provide members with selling techniques and up-to-date product and destination information. “It’s all about the relationship, with our partners, our members, our clients, and now with CLIA,” said Lila Nicholas, National Chairperson, PTANA. “This unprecedented alliance will ensure PTANA agencies and agents are empowered with professional development tools and resources that are the gold standard for the cruise industry and will help PTANA members increase their cruise sales while creating more satisfied and loyal cruise clients.” 


U.S. Security Associates (USA) knows the safety and security of guests, the crew and vendors, and the shoreside stakeholders, are the number one priority at every port and for every cruise ship, and our Security Officers are the friendly faces making certain every person is processed efficiently, securely, and safely. As the leading provider of maritime security services in the United States for over 140 years, we help our clients focus on the quality of their guests’ experiences by providing the most Safe. Secure. Friendly.® port and cruise environments. Through the proven combination of our maritime expertise, specially trained Security Officers, and proprietary technology solutions, we ensure passengers get on board safely and to their desired location without worry or delay. The sanctity of ports is our focus and we offer a host of professional services and capabilities to ensure the quality and efficiency of all port security operations. Our full suite of Cruise and Port Services and Capabilities include: Screening Guests, Crew, Vendors and Shoreside Stakeholders

Crisis Management

Threat Assessments

Access Control

Drills and Exercises

Security Audits and Plans

FSP & VSP Audits

ISPS/MTSA Audits

Safeguards

Compliance Consulting

866-735-9418 info@ussecurityassociates.com www.ussecurityassociates.com

Local Knowledge, Global Presence With 160 local U.S. branch offices, international locations in Canada, Honduras, Mexico and the United Kingdom and with strategic global partners, we lead the industry in providing regularitycompliant and integrated security solutions. The welcoming and responsive presence of our Security Officers can be found in deep water port locations across the United States, in Puerto Rico and in the Caribbean. Ingrained Maritime Expertise U.S. Coast Guard compliant, we screen annually over 6,200,000 cruise passengers and employ among our 50,000 plus security force, 1,500 TWIC Officers specially trained on cruise and port processes and procedures. SecuritySTARSSM Our industry-exclusive training, development and recognition initiative ensures our Maritime Officers receive industry specific training modules to prepare them for the unique requirements of ports and cruise lines. Proprietary P3 Technology PlatformSM Using the most sophisticated data-science algorithms, our in-house technology solutions are designed to Prepare. Predict. Prevent. and enables our Officers to provide site-specific recommendations that reduce risk and provide cost saving better outcomes. Our customizable Cruise Operations Module collects data for turnaround reports and analysis. Consulting, Investigation and International Division Recognized both internationally and by the U.S. government, our full-time staff of CI&I experts includes former members of the Secret Services, Navy SEALS, DEA, CIA and FBI. These thought leaders provide you access to the best capabilities and venerable, industry expertise.


Members & Travel Agents MERIDA TO HOST 24TH ANNUAL FCCA CRUISE CONFERENCE & TRADE SHOW This year the city of Merida will proudly host the 24th annual FCCA Cruise Conference and Trade Show. Participants from around the world will attend this show at the state-of-the-art Yucatan Siglo XXI Convention Center and will have the opportunity to visit the amazing Port of Progreso, try our delicious local cuisine and visit our world-renowned archeological sites. We look forward to you joining us for this incredible event! SEATRADE CRUISE GLOBAL 2017 TO INTRODUCE FIRST SAFETY & SECURITY SYMPOSIUM Seatrade Cruise Global is featuring a new addition in programming to the 2017 conference line-up 13-16 March 2017 at the Fort Lauderdale Broward

County Convention Center. The new Seatrade Cruise Global Safety & Security Symposium will debut at this year’s show, serving as a focal point for specialized professionals, as well as all attendees interested in learning about current and new developments in these critical fields. For more information, visit www.seatradecruiseglobal.com. PORT OF GALVESTON CRUISE TERMINAL TWO EXPANSION The Port of Galveston cruise terminal expansion was completed in June 2016 at a cost of $13 million. The expansion increased the floor space from 90,000 sq. ft. to 150,000 sq. feet, and the facility now accommodates more than 4,000 passengers. In addition, improvements to the

wharf and moorings were necessary to accommodate RCI’s Liberty of the Seas, the largest ship to call in Galveston. The total cost for improvements was $2.7 million. PORTMIAMI POSTS RECORD CRUISE PASSENGERS PortMiami, the Cruise Capital of the World, continues to expand as the world’s leading cruise port. Last year PortMiami set another world record in cruise passengers, with nearly 4.98 million sailing through PortMiami, more than any other port in the world. PortMiami is poised for yet another exceptionally strong cruise

season as it welcomes a host of new cruise brands and new build ships that rank among the most innovative vessels on the seas today. CURAÇAO PORTS AUTHORITY’S SECOND MEGA PIER ON SCHEDULE The construction of a second Mega Pier, a project led by the Curaçao Ports Authority N.V. (CPA), is on schedule. On January 19, the tug ‘Marlin’, equipped with a crane

to install pilings, arrived in Curacao from Ijmuiden, the Netherlands. In February, special equipment and material was delivered to commence the actual construction of the new Pier. The Pier, capable of berthing the largest cruise vessels, will be ready in the fourth quarter of 2017. THE WEST INDIAN COMPANY, ST. THOMAS, U.S. VIRGIN ISLANDS Located on St. Thomas, The West Indian Company (WICO) is the U.S. Virgin Islands’ oldest and largest port facility with

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a pier capable of accommodating three of the largest class of cruise ships and a major shopping mall. In early 2017, WICO is completing a $10 million dock restoration and an almost $2 million renovation of its dockside mall. AZAMARA QUEST AND CRYSTAL SERENITY TO CALL GUAYMAS IN 2017 Sonora is prepared to welcome two cruises this season, both of them in the Port of Guaymas. Azamara Quest called Guaymas on February 15. Crystal Serenity is scheduled for May 15, marking her inaugural call. Sonora Tourism Board and the Port of Guaymas continue their promotion activities in order to attract more cruise ships to the state. BANANA COAST HOSTS ULTRA-LUXURY CRYSTAL SERENITY On January 18, Banana Coast received the inaugural call from Crystal Cruises’ Crystal Serenity at Trujillo, Honduras. A traditional plaque exchange was held with Captain Egil Giske (left), Trujillo’s Mayor

Jose Lainez and Randy Jorgensen, general manager of Grande Trujillo Autoridad, which developed the port. Banana Coast Tours modified its shore excursion offerings to cater to Crystal’s discerning guests. THE HIGH SCHOOL FOR TOURISM AND GUADELOUPE ISLANDS TOURISM BOARD WELCOME GERMAN GUESTS A special program with students from the LMHT started in November 2016 to give special services and information


flight from Quito or Guayaquil links visitors to the Galapagos.

in German for guests from AIDA and TUI Cruises calling in Guadeloupe. The students work on a satisfaction survey to improve the quality of service, and guests have been impressed by this free service.

TERRAVISTA PARKLAND: DISCOVER THE HISTORY…FEEL THE ADVENTURE ¡Tierra a la Vista! (Land in sight!) These were the first Spanish language words heard off our coasts, a shout that meant the birth of a new world. In Spring 2017, TerraVista Parkland will

BIRDS OF PREY: NEW ATTRACTION FOR CRUISE PASSENGERS Cartagena de Indias Cruise Ship Terminal recently celebrated the opening of Birds of Prey, the new habitat for the King Vulture, Crested Caracara and Great Black Hawk. The Port Oasis is home to more than 500

animals and 64 species, allowing guests to get close to birds and nature while exploring and relaxing in its amazing gardens. Come visit this unique place full of magic and peace, an experience never forgotten. THE FOUR WORLDS OF ECUADOR Ecuador, the country with the highest biodiversity per square kilometer of South America, offers four worlds to enjoy and explore: Pacific Coast, Andes, Amazon and Galapagos. A paradise located in the middle of the world (crossed by the equator line), with an excellent network of airports and land routes allowing connectivity

between its four worlds. Enjoy an exquisite seafood breakfast while enjoying dinner with sea breeze and a privileged view to the Avenue of the Volcanoes. And a short

days of concerts where the country’s newest and hottest singers square off in a competition that’s a mix of music mastery. Then it’s off to Nassau, New Providence, May 4-6, to the beachside Cultural Village for the mega concert and much anticipated costumed revelry through the island’s streets. For more: www.bahamasjunkanoocarnival.com WORLD TURTLE DAY World Turtle Day is the highlight of the Cayman Turtle Centre: Island Wildlife

open its doors in Arecibo, Puerto Rico and become home of the Birth of a New World Statue, the tallest in The Americas and home of three different entertainment centers featuring diverse activities like local gastronomic experiences, artisans, bicycle trails, ziplines, and much more. For additional information, access www.terravistaparkland.com. HER MAJESTY’S PRISON MUSEUM NOW OPEN IN THE BRITISH VIRGIN ISLANDS Located on Main Street, Road Town, Tortola, the old prison building was first

opened in 1774, and is the oldest building made for public use in the BVI. In December 2016, restoration work was completed, and the facility is now a museum that uses displays and signage to tell the story of the BVI’s social and cultural history. Guided tours are provided from Monday to Friday, from 8:30 a.m. to 2:30 p.m., with an entrance fee of US$5. TWO ISLANDS, ONE EPIC FESTIVAL Bahamas Junkanoo Carnival kicks off its vibes in grand style beachside on Grand Bahama Island, April 28-29, with two

Encounter’s year, and why not? Since it began in 1968, the Centre has released more than 31,000 turtles into the wild. But the best way the Centre conserves turtles is by letting people experience these gentle and magnificent creatures up close: by swimming with them in the Turtle Lagoon, holding them, or feeding the huge, 600-pound turtles in the Breeder Pond. NEW UPDATED MARGARITAVILLE IN COZUMEL MEXICO Do not miss the opportunity to enjoy our brand new Margaritaville experience at International Pier in Cozumel. Fresh

drinks, mouthwatering, island–inspired food and a cheerful ambience with live entertainment and performances. Visit us for the most astonishing view of the Caribbean in our indoor and outdoor seatFIRST QUARTER 2017 | TRAVEL & CRUISE 85


Members & Travel Agents ing. Margaritaville is more than a restaurant; it´s a state of mind. COX & COMPANY LIMITED AWARDED BEST CARIBBEAN OPERATOR Cox & Company Limited, one of St. Lucia’s leading tour operators, has been awarded the 2017 Editor-inChief Award for Best Caribbean Tour Operator by Porthole Cruise. The awards recognize those in the industry who go above and beyond in terms of service, quality and memorable moments. Cox and Company Limited was established in 1926 and is today one of the few remaining family-owned businesses on the island of St. Lucia. GREAT BAY EXPRESS Great Bay Express currently provides daily ferry services between the islands of St Maarten and St Barthelemy. Our departure times cater to everyone, tourists and residents alike, and accommodate passengers who only have a couple of hours to explore the islands. The ferry leaves from Philipsburg, St. Maarten and docks in Gustavia, St. Barthelemy in just

40 minutes, and vice versa, five times daily. From One Paradise to Another with Great Bay Express. TROPICAL SHIPPING TO ADD SIX VESSELS In 2018, Tropical Shipping will take delivery of six new vessels. The objective of Tropical’s newbuild program is to provide for continued future market leadership and profitability by having the right size ships with the right operating characteristics for our marketplace. Essential operating characteristics such as optimal refrigerated capacity will ensure that Tropical Shipping can meet future customer needs and changing market demands with its differentiated service. NEW CANADIAN ACCREDITATION FOR COSTAMED MEDICAL GROUP COSTAMED Medical Group is com86 FIRST QUARTER 2017 | TRAVEL & CRUISE

mitted to the well-being of our patients and the highest standards of excellence in medical care. In 2017 we attained certification of the Canadian Helathcare Council and the Certification by the

Mexican Council of Medical Tourism. To this end, our hospital facilities have been accredited by the Mexican National Health Council, which supervises proper compliance with international health and safety guidelines align with those from the Joint Commission International. AMERIMED HOSPITALS CONTINUES TO IMPROVE AND EXCEED NEEDS With 20 years’ experience, Amerimed Hospitals is in constant improvement integrating new specialties, medical services and state-of-the-art equipment to our hospitals in Cancun and Cozumel. A good example is the cath lab in Amerimed Cozumel, which is now a reality. As members of the FCCA, our standards are very high. With this in mind, Amerimed Hospital Cozumel will be improving its services exponentially to cover and exceed the cruise lines’ medical needs. PPI GROUP CELEBRATES 30 YEARS

2017 marks the 30-year anniversary of PPI Group, the leading multimedia company specializing in the cruise and travel industry. Over the past three decades, PPI Group has expanded its video department with a team of editors and producers; has grown its custom publishing division to include a current roster of 11 clients; has advanced its shopping, marketing, and promotions division; and celebrates more than 20 years of publishing Porthole Cruise Magazine, the leading consumer cruise magazine. www.ppigroup.com

BACARDI LEGACY COMPETITION The Bacardi Legacy Competition celebrates the world’s top professional bartenders. This year’s Cruise finalists are Carnival’s MIROSLAV KLJAJIC with ‘Artista Mundano,’ a twist on the Bacardi classic Old Fashioned, WADE CLEOPHAS of Norwegian Cruise Line with his exotic 'Legend River' and PEDRO PASCUAL ROSARIO from Celebrity Cruises with La Romana No. 8, a nostalgic celebration of his home in Dominican Republic. Look out for their signature drinks on board, all featuring BACARDÍ® OCHO (8) ANOS. MEAT EXPORTS EXPANDS AFTER FIRST SUCCESSFUL YEAR The Meat Experts are proud to be in operation for their first successful year. The brand has quickly expanded to a larger facility to supply the ever-increasing demand after becoming a well-known Jamaican product recognized for its quality aged beef, as well as premium cuts of pork, lamb and a variety of handmade gourmet hamburgers and sausages. The new factory will allow Meat Experts to improve on its current offerings, as well as explore new retail markets PARK WEST GALLERY WINS CFI AWARD CFI.co, an international business publication, awarded Park West Gallery with the 2016 Best Independent Fine Art Auction House Global Award. CFI.co states Park West Gallery is “not merely focused on selling art, but also seeks to further enhance public awareness and knowledge of the art world” and “aims to make art more accessible to the public.” Park West Gallery is found aboard more than 100 cruise ships around the world. Visit www.parkwestgallery.com for more information.


Faces in the Industry

FCCA Operations Committee Welcomes New Chairman

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he FCCA has a new Operations Committee Chairman. Carlos Torres de Navarra, vice president of strategic and commercial port development for Carnival Cruise Line, took over the position on January 1, 2017. “I am excited to assume the role of chairman of the FCCA Operations Committee and continue to build upon the successes the group has already achieved,” said Torres de Navarra. “We will be focused on strengthening our relationships with destinations, ports and our FCCA members, along with representing the industry to achieve mutual success.” “Additional focus will be placed on continuing to develop and enhance the guest experience at the destinations and to further expand opportunities for all our partners,” he continued. “I am honored to pass the torch to Carlos,” told Russell Daya, executive director, marine & port operations, port developments & itinerary planning, Disney Cruise Line, and past chairman. “Serving as chairman the last two years has awarded me numerous opportunities to collaborate with the Committee and FCCA partners to improve the synergy between the industry and the cruise tourism stakeholders.” “It has opened up new doors and further solidified the Association’s importance of being the bridge between the destinations and the industry,” he continued. “We have managed to further strengthen our existing and develop new relationships within the countries and destinations at a personal level,

which makes the difference when addressing issues throughout the region.” “Carlos’ long-standing dedication and input into the Committee will help him effectively lead the Committee over the next two years, and I look forward to continuing to work with him and the Committee to fulfill our goals.” Torres de Navarra has shown his unwavering dedication to the Committee and FCCA’s Platinum Members and partner destinations through over a decade of providing invaluable interaction, participation, information and assistance at FCCA meetings and events. These efforts exhibit his commitment to the Committee’s functions: discussing cruise industry topics, such as tourism development, ports, safety and security; fostering an understanding of the industry and its practices; building bilateral relationships with FCCA’s partner destinations’ private and public sectors; fostering increased revenue opportunities for ports and destinations; and enhancing the destination experience and amount of cruise passengers returning as stay-over visitors. Mr. Torres de Navarra oversees the strategic planning and execution with respect to port development and port-related commercial agreements. He also works with Carnival Corporation brands and destination stakeholders to optimize port strategies, and agreements as well as planning long-term strategies across regions.  FIRST QUARTER 2017 | TRAVEL & CRUISE 87


WELCOME TO ST. MAARTEN DUTY FREE SHOPPING • DISABLED FRIENDLY PORT HALF DUTCH – HALF FRENCH • 37 WHITE BEACHES CUISINE CAPITAL OF THE CARIBBEAN • THE FRIENDLY ISLAND • MORE THAN 50 TOURS • MORE THAN 300 GOURMET RESTAURANTS

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Travel & Cruise - 1st Qtr 2017  

2017 1st quarter edition of Travel & Cruise Magazine. Published quarterly, Travel & Cruise is the official magazine of the FCCA, CLIA and th...

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