CLIA UK & Ireland Cruise Forum Programme

CRUISE FORUM GUIDE SPONSOR

Taste your way around the world Go on gourmet adventures with each course from our regionally inspired menus. From a selection of fine cheeses to homemade Middle Eastern baklava with pistachio. Savour global flavours that take you places.

CLIA UK & Ireland

Cruise Forum FEATURING THE 2014 ANNUAL DINNER

17 December 2014

emirates.com/uk www.cruiseexperts.org

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A Welcome from CLIA UK & Ireland Director, Andy Harmer On behalf of the UK cruise industry, the CLIA UK & Ireland Executive Committee and the CLIA team here in London, a very warm welcome to the very first CLIA Cruise Forum.

The Forum has been created to focus our attention on the incredible opportunities that lay ahead within the cruise industry in 2015 and beyond. Continued growth in passenger numbers during the past five years has been fuelled by continued investment and innovation by all cruise lines in refurbishing ships, introducing new itineraries, new themes or on-board and ashore features, and in the launch of brand new ships. And this development is across ocean and river cruising, and presents us with a unique opportunity to get more people to cruise, both traditional cruisers and a whole new generation of people who will take their very first cruise holiday.

Today we welcome a fantastic line-up of guest speakers from both within the cruise industry and from other industries I am sure that you will find the business sessions both entertaining and enlightening, and we very much look forward to some engaging and interactive sessions.

CLIA Cruise Forum is in support of

Do not forget to join us this evening for our 2014 Cruise Excellence Awards, now in their seventh year – as we congratulate and recognise some of the individuals and businesses who have contributed to the success of the industry.

A huge debt of thanks to all of our sponsors, speakers and suppliers, and most of all thank you for taking time to spend the day with the UK cruise industry.

Connect With CLIA UK & Ireland CliaUkIreland UKCruising UKAndyHarmer www.cruiseexperts.org Selling Cruise Conference 2015 Microsite www.cliauk.co.uk

A Thanks to All Sponsors of the CLIA UK & Ireland Cruise Forum 2014 All Leisure Group AmaWaterways APT Luxury River Cruises A-ROSA Carnival Cruise Lines Celebrity Cruises Cruise & Maritime Voyages Crystal Cruises Cunard Line Disney Cruise Line Emerald Waterways & Scenic Tours Emirates

Fred. Olsen Cruise Lines Full Picture Holland America Line Hurtigruten ICE ICT Mail Newspapers MSC Cruises Norwegian Cruise Line Oceania Cruises P&O Cruises Princess Cruises Puerto Rico Tourism Company

Regent Seven Seas Cruises Riviera Travel Rocky Mountaineer Royal Caribbean International Silversea Thomson Cruises TIS Travel Industry Services Travel Weekly Travelcube Traveltek Uniworld Boutique River Cruises

SCHEDULE OF THE DAY

10.30 11.45

Embarkation Business Sessions

Jo Rzymowska, Chair, CLIA UK & Ireland Ben Griffiths, Institute of Customer Service

Putting People In the Heart of the Cruise Industry:

CLIA UK & Ireland Executive Committee Panel

13.10 15.00

Lunch & pre-arranged One-2-One meetings Business Sessions

Frank Barrett, Travel Editor, Mail on Sunday Melanie Howard, Futurologist

The Future of Cruising:

CLIA UK & Ireland Executive Committee Panel

Andy Harmer, Director, CLIA UK & Ireland

17.00

Close

Free time to settle in to your stateroom or enjoy the onboard hospitality

18.45

CLIA UK & Ireland Cruise Excellence Awards and drinks reception

20.00

CLIA UK & Ireland Annual Dinner

Overnight & breakfast and debark by 09:30

followed by drinks and entertainment

CLIA UK & IRELAND CRUISE EXCELLENCE AWARDS 2014

Individual Awards

Agency Awards

Homeworker of the Year

Online Cruise Travel Agency of the Year

Young Travel Agent of the Year Award

High Street Travel Agency of the Year

Sponsored by Mail Newspapers

Innovation in Cruise Award Travel Agent Business of the Year Award Rising Star Award

Outstanding Contribution to the UK & Ireland Cruise Community The panel have selected a person who has gone above and beyond what is expected in their normal job role to positively impact the UK & Ireland cruise industry in any field where they have made a contribution.

This award is for an individual who has demonstrated that they have become a real advocate for the industry and who has made a remarkable contribution to the success of the cruise industry. They can work in any sector of cruise.

Previous winners in 2013 photographed to the right: Lynn Narraway & Andrew Gardner

WINNERS - OUTSTANDI NG CONTRIBUTION TO THE UK & IRELAND CRUISE COMMUNITY 2013 Andrew Gardner, Cru ise.co.uk & Lynn Narraway, Sea bourn & Holland Ame rica Line

All Leisure Holidays

All Leisure Holidays is an established holiday company which owns Voyages of Discovery, Swan Hellenic and Hebridean Island Cruises. Voyages of Discovery, Swan Hellenic and Hebridean Island Cruises offer destination-led cruises to a number of countries and are focused on the market for mature passengers.

AmaWaterways

AmaWaterways boasts the ‘best fleet on Europe’s rivers’, as rated by the Berlitz Guide to European River Cruising and is known for its custom designed ships, extensive complimentary amenities and personalised service.

Consistently leading the way in river cruising with exceptional staff, award winning cuisine, enriching theme cruises and special onboard amenities. With cruises travelling through Europe, Africa, Vietnam, Cambodia and Myanmar (Burma), an AmaWaterways river cruise is not just a holiday, it’s a collection of unforgettable experiences.

GUIDED TOURS & RIVER CRUISES

Celebrity Cruises

Celebrity Cruises’ iconic “X” is the mark of modern luxury, with its cool, contemporary design and warm spaces; dining experiences where the design of the venues is as important as the cuisine; and the amazing service that only Celebrity can provide, all created to provide an unmatchable experience for vacationers’ precious time.

Cruise & Maritime Voyages

2015 heralds the dawn of an exciting new era at CMV with the addition of the gleaming Magellan to our expanding ocean fleet of traditional cruise liners.

Magellan will debut In March 2015 lining up alongside the much loved Marco Polo, celebrating fifty golden years of ocean travel, the alluring Azores, also new for 2015, and the stylish and hugely impressive Astor bringing a new dimension to cruising with CMV. The emphasis will still be very much on exceptional value and while retaining the important smaller ship benefits, we will be adding a little more contemporary chic to the traditional experience.

APT River Cruises

With over 85 years experience and 98% satisfaction rating, APT understand what makes a truly memorable holiday. Whether you cruise aboard the world’s finest authentic paddle wheeler on the iconic Mississippi; indulge in the royal treatment on Europe’s waterways; explore remote places often inaccessible by land along the mighty Mekong; or experience the ancient cities and distinctive culture of China; you’ll appreciate the blissful convenience of river cruising as we take you from one inspiring on-shore discovery to the next.

A-ROSA

A-ROSA River Cruises offers sophisticated, feel-good holidays, a diverse programme of leisure activities and luxurious facilities on board of its fleet.

All vessels are equipped with spacious cabins, an extensive sun deck with Outdoor Bar & BBQ Area, Lounges, Restaurants and our unique professional SPA-ROSA with Sauna, Gym and St. Barth’s beauty treatments.

Carnival Cruise Lines

Whether you want a holiday for just you and your partner, or for your whole family, you won’t find more to do or see than on a Carnival cruise. With some of the largest cruise ships in the world, we carry a bigger cargo of fun.

Carnival really is the ideal holiday choice for every age and lifestyle!

Crystal Cruises

A world-class resort with the choice of a thousand and one things to do, fine dining in the most exquisite of restaurants, outstanding first class service, elegant and sumptuous accommodation… With two ultra-luxurious ships Crystal Symphony and Crystal Serenity – the all-inclusive Crystal Cruises offers the epitome of luxury at sea.

Cunard Line

Our ships, Queen Mary 2, Queen Elizabeth and Queen Victoria are the largest Cunarders ever built. Queen Mary 2 is the only true ocean liner in the world and she offers the only scheduled transatlantic service. Of all of the elements that make every Cunard cruise, our White Star Service remains one of our favourites.

Disney Cruise Line Magic at Your Own Pace With decks of sun-drenched Disney magic you won’t find anywhere else, Disney Cruise Line sets every family member on course for spectacular Disney entertainment and unrivalled relaxation. Discover many different destinations, highlighting exotic Caribbean escapes such as Disney’s own private island Castaway Cay; Mediterranean cultural centres such as Barcelona & Rome; or glittering Baltic capitals such as Copenhagen, Stockholm and Helsinki. Sailors of all ages can unwinds together as a family or separately in their own dedicated areas, each designed exclusively just for adults or kids, while enjoying a vast array of clubs and activities only available on a Disney cruise.

Emerald Waterways & Scenic Tours

Europe’s newest river cruise line, Emerald Waterways pushes the boundaries of river cruising with its next-generation fleet of custom-built Star Ships.

Scenic Tours is the pinnacle of luxury European river cruising. Incredibly spacious and fitted with the finest furnishings, each of our ships is similar to an opulent five-star boutique hotel.

Emirates

Flying to more than 140 destinations in over 80 countries across the world, today Emirates is one of the fastest growing airlines globally. Acclaimed by industry insiders and passengers alike Emirates’ young fleet is one of most technologically advanced and environmentally friendly.

Hurtigruten

From the magnificent Norwegian fjords to the ice-filled bays of Antarctica, Hurtigruten is renowned for its comprehensive and adventurous voyages to some of the most remotely beautiful and dramatic coastlines on the planet. Their fleet of 12 intimate and comfortable ships will take you beyond the realms of conventional cruises by offering voyages that encounter environments, wildlife and people at the very ends of the earth.

ICE ICT

ICE ICT have over 20 years’ experience providing effective solutions to the cruise and riverboat industry. Our global team offers professional technical IT services and independent consultancy to our clients delivering solutions to complex problems and challenges. If you are going to choose an IT partner, choose a specialist in your industry!

Fred. Olsen Cruise Lines

Fred. Olsen Cruise Lines operates four traditional, more intimate ships – Balmoral, Braemar, Boudicca and Black Watch – offering unique and distinct cruise holidays. Being smaller, Fred. Olsen’s ships are able to cruise right to the heart of hundreds of destinations worldwide from ten convenient, regional UK ports in 2014 – ‘bringing the world closer to you’. All four ships offer a friendly and welcoming ‘country house’ atmosphere, where friendships are forged with fellow guests and crew alike.

Mail Newspapers

The Daily Mail and The Mail on Sunday are the biggest marketplaces for overseas holidays in the national press. We offer a large and loyal cruise audience, with 1-in-3 of all cruise passengers being Mail readers. That’s more than any other national newspaper.

Full Picture

Full Picture (formerly SalesAssist), is an innovative and award-winning product that will change the way you talk to customers. Full Picture is loaded with content from the major cruise lines, and many of the smaller boutique cruise lines too. Imagine your conversations coming alive by sharing photos, video, deck plans, brochures and more, directly to your customer’s screen as you take them on a virtual tour on board. By adding a visual element to sales calls you’ll increase customer satisfaction, conversion rates and value of sale. For more info: GetTheFullPicture.com

Holland America Line

Awarded “Best Overall Value” for the 20th consecutive year and with a maritime history that stretches back more than 140 years, “Premium” operator Holland America Line is dedicated to offering guests “once in a lifetime experiences - every time”, onboard a fleet of 15 elegant ships.

MSC Cruises

MSC offers great food, fun activities for all the family and the quality and comfort of a 5-star hotel, all at a great price. We offer an array of onboard facilities so whether it’s shopping, fitness, Broadway-style entertainment or fine dining that you are looking for, we will definitely have something that will more than fit the bill. Eleven million guests have already enjoyed an MSC Cruise so why don’t you?

Norwegian Cruise Line

Norwegian Cruise Line is the innovator in cruise travel with a 47-year history of breaking the boundaries of traditional cruising, most notably with the introduction of Freestyle Cruising which revolutionised the industry by giving guests more freedom and flexibility. Today, Norwegian invites guests to “Cruise Like a Norwegian” on one of 13 purpose-built Freestyle Cruising ships, providing guests the opportunity to enjoy a relaxed, resort style cruise holiday on some of the newest and most contemporary ships at sea.

Riviera Travel River Cruises

Oceania Cruises

Oceania Cruises is the world’s leading upper premium cruise line, operating a fleet of 5 elegant mid-sized ships, carrying either 680 or 1200 guests to over 300 ports worldwide. Cuisine, comfort, service and outstanding value are the pillars that define Oceania Cruises’ Five-Star product and have positioned us as the cruise company of choice for travellers seeking a truly refined and casually elegant travel experience.

P&O Cruises

The eight-strong fleet will visit 81 different ports in 61 countries and offers both family-friendly ships and others, designed exclusively for adults. A new flagship, family-friendly Britannia, will join the fleet in March 2015. The largest ship built exclusively for the British market, she is set to be the most glamorous too. Firsts for the fleet include The Cookery Club with James Martin, The Market Café from Eric Lanlard and a theatre with LED scenery.

Princess Cruises

We offer your customers the chance to discover new places, experience new cultures, try new foods from the places they are visiting and learn more about the world they don’t see every day. This is our philosophy – Princess will take back the definition of cruising and make your customers a promise: that a cruise isn’t good enough unless they come back new.

Riviera Travel are an independently owned company, founded over 30 years ago and are the UK’s largest RIVER CRUISES Overseas Escorted Tour Operator, and second largest UK River Cruise operator - carrying over 110,000 passengers in 2014. We operate high-quality European and worldwide escorted tours and fully chartered luxury River Cruises. Riviera Travel were voted one of the UK’s Best Holiday Companies and awarded their coveted ’Recommended provider’ Status by Which? Magazine in June 2014.

Rocky Mountaineer

Rocky Mountaineer offers over 45 holiday packages and five unique rail routes, rich in history and natural wonders, through the Pacific Northwest and Alberta. This world-renowned, luxurious train travels by daylight through the wild beauty of Canada’s West and is considered by many as the only way to experience the majestic Canadian Rockies.

Royal Caribbean International

Royal Caribbean International is an award-winning global cruise brand with a 40-year legacy of innovation and introducing industry firsts neverbefore-seen at sea. The cruise line features an expansive and unmatched array of features and amenities found only on Royal Caribbean including, jaw-dropping, Broadway-style entertainment and industry-acclaimed programming that appeals to families and adventurous holidaymakers alike.

Silversea

The Puerto Rico Tourism Company

The Puerto Rico Tourism Company (PRTC) coordinates the trade development and marketing of Puerto Rico’s tourism sector. PRTC provides destination training and distributes brochures, maps and branded collateral upon request.

Regent Seven Seas Cruises

Regent Seven Seas Cruises® is the most inclusive ultra - luxury cruise experience. Our fleet comprises of three all-suite, all-balcony* ships that carry 490 to 700 guests in absolute luxury to ports in Australia, Europe, Asia, Alaska and the Caribbean on 7 – 143-night voyages. This is cruising as it was meant to be - a world where everything is included without exception, without compromise.

Today Silversea operates a fleet of eight ships and a cruise programme that encompasses all seven continents and over 800 destinations. With a capacity of just 100 to 540 guests, Silversea ships are small in comparison to mass-market vessels, yet inordinately spacious in feel and appearance thanks to their unexcelled space ratios. Exceptional service is also a distinction. All accommodations are spacious, ocean-view suites with butler service and most include private verandas.

Thomson Cruises

From Santorini to Havana, Thomson Cruises takes its customers to over 120 destinations in 46 different countries every year. This winter Thomson Dream will be offering four Central American itineraries ticking off countries like Mexico, Costa Rica, Honduras and Panama - not to mention Caribbean heavyweights such as Cuba and Grand Cayman, plus Colombia in South America.

TIS Travel Industry Services

TIS specialises in providing discounted holidays for travel trade employees and their friends & families. Our pricing offers savings of up to 70% off retail fares for all major cruise lines, hotels and airlines. To find out more please visit www.traveltis.co.uk or call us FREE on 0800 619 0900.

Travelcube

TravelCube is a retail only booking site, connecting retail and online travel agents to tens of thousands of accommodation options, tour guide and transfer services, unique experiences, excursions, attraction tickets and restaurants, as well as destination information and advice. TravelCube’s reliable technology provides unrivalled content at the best possible prices. www.travelcube.com

Selling Cruise Conference 21 - 22 - 23 May 2015

Travel Weekly

Travel Weekly is the number-one business magazine and online news provider for the UK travel industry, with a print distribution of over 15,000.

It provides news, analysis and destination articles for frontline travel agents, tour operators and tourism employees about the outbound and domestic holiday and travel markets. Travel Weekly has won several awards and is regularly cited in the national media. Travelweekly.co.uk features daily news, breaks industry stories and provides a forum for the industry, and has 81% visitor market share against its nearest competitor.

Traveltek

Traveltek have almost 20 years experience in the travel industry and are now recognised as one of the leading travel technology companies across the globe. We create booking systems for flights, hotels, car hire, car parking, insurance, transfers and cruises, deal with XML interfaces from travel suppliers all over the world, provide the market leading cruise booking platform, parse through legacy information systems, process millions of rows of travel data per day and continue to hold the hands of new agencies entering the web market for the first time.

Uniworld Boutique River Cruises

Award-winning Uniworld Boutique River Cruise Collection—the world’s only authentic boutique river cruise line™— features luxurious ships with an average capacity of 130, exclusive excursions, gourmet cuisine, gracious hospitality, and the highest staff-to-guest ratio in the river cruise industry. Uniworld offers truly all-inclusive itineraries in Europe, as well as voyages in Russia, Asia, and India—a total of 21 rivers in 28 countries worldwide.

THURSDAY 21 MAY Princess Cruises

Royal Caribbean International

FRIDAY 22 MAY

SATURDAY 23 MAY

ROYAL PRINCESS

ANTHEM OF THE SEAS

BRITANNIA

P&O Cruises

Conference and business sessions over the three day event Network with our Cruise Line and Associated Business Sponsors Tour and lunch on each of the ships Dinner & entertainment on Thursday and Friday evenings

Register Online at

www.cruiseexperts.org

Taste your way around the world Go on gourmet adventures with each course from our regionally inspired menus. From a selection of fine cheeses to homemade Middle Eastern baklava with pistachio. Savour global flavours that take you places.

emirates.com/uk