CRUISE CREATION Itinerary Experts Discuss Their Planning Strategies

Itinerary Planning SPECIAL REPORT 2014

CRUISE CREATION Itinerary experts discuss their planning strategies

Mapped New ideas Flexibility CLIA’s Bo Larsen Terry Thornton Chris Allen on what cruise outlines Carnival’s at RCL on associations offer priorities for managing the members itineraries unexpected 111 Visit Dublin Ireland’s Cruise Capital www.dublinport.ie Cruise to the heart of Dublin city centre where the warm, friendly atmosphere will welcome you with open arms and give you an unforgettable experience.

Itinerary Planning FOREWORD CONTENTS

4 Upfront: A roundup of the latest market developments and itinerary updates worldwide The art of planning 11 Itinerary planning roundtable: Susan Parker speaks with cruise industry executives to discover how they tackle the planning process I am delighted to introduce the first Itinerary Planning Special Report from International Cruise & Ferry Review. As the cruise industry matures, deployment patterns are constantly 18 The science of planning: Tony Peisley changing to keep up with demand. Geopolitical events can challenge the best-laid plans reports on the new factors that are and ships may need to be moved at short notice. controlling the business of itinerary planning In this issue, we examine the challenges facing itinerary planners, deployment experts 22 Cruise Association Map: Executives from and destination specialists. Our feature on the planning process has comment from cruise industry associations explain how decision makers across the market, including small and luxury ship brands as well as larger their regional expertise is put to good use and family-focused operators. We offer an overview of the factors that cruise lines consider in choosing destinations for their ships to visit, from the strategic value of destinations to infrastructure, berthing Itinerary Planners policies and Emission Control Areas. 26 Terry Thornton, Carnival Cruise Lines Our industry map shows the crucial role that destination associations play in supplying information and guidance to both their member ports and the cruise lines that visit them. 29 Timothy Littley, Seabourn Cruise Line Carnival Cruise Lines’ Terry Thornton outlines deployment trends and shorex 31 Michael Pawlus, Silversea innovation, and Royal Caribbean International’s Chris Allen shares his thoughts on managing itineraries during crises. 33 Chris Allen and Hernan Zini, Royal Caribbean There are interviews with Seabourn Cruise Line’s Timothy Littley, Norwegian Cruise Cruises Ltd. Line's Crane Gladding, Claudius Docekal of Azamara Club Cruises, Michael Pawlus 35 Crane Gladding, Norwegian Cruise Line of Silversea Cruises and Anita Hodson of Crystal Cruises. Plus, we hear from a range of 36 Claudius Docekal, Azamara Club Cruises ports and destinations about how they are working to attract cruise traffic. I wish you a most enjoyable read. 38 Anita Hodson, Crystal Cruises

Ports and Destinations 39 Harlingen, Netherlands 40 Dublin, Ireland 41 Wales Michele Witthaus 42 Portland Port, England Editor, International Cruise & Ferry Review 43 Bordeaux, France 44 Skagen, Denmark Itinerary ABOUT THE COVER 44 Alicante, Spain Itinerary The cover photo 45 Working together: Stavros Hatzakos and Planning provides a glimpse Thanos Pallis outline how ports and cruise SPECIAL REPORT 2014 Planning SPECIAL REPORT 2014 of the historic Town lines can collaborate to serve the sector best Executive editor and sales manager of St. George, one 48 Var Provence, France Jon Ingleton of Bermuda’s three Editor Michele Witthaus cruise ports. Both 50 Zadar, Croatia Editorial team Rebecca Gibson, St. George’s and the 51 Koper, Slovenia CRUISE CREATION Cherie Rowlands Itinerary experts discuss their planning strategies City of Hamilton port Mapped New ideas Flexibility 52 Trieste, Italy CLIA’s Bo Larsen Terry Thornton Chris Allen on what cruise outlines Carnival’s at RCL on are designed to cater Editorial contributors: Susan Parker, associations offer priorities for managing the members itineraries unexpected 111 Tony Peisley, Lynn Houghton for small vessels 53 Port Castellón, Spain Head of editorial Rebecca Lambert and offer cruise visitors a distinctive blend of 54 Sir Bani Yas Island, Abu Dhabi Publication manager Toby Ingleton cultural and historical activities. There is easy Advertising account manager access to watersports activities, beaches, 55 Prince Edward Island, Canada Kimberley McLean public transport, parks and recreational 56 Saint Lawrence Subscriptions Michael Geraghty areas. Bermuda’s third port, the Royal Naval Publisher Nolan Andrews Dockyard, caters for larger cruise ships. 59 Following the Lead: FCCA President Regardless of which cruise port they arrive at, Michele Paige says innovation and Art direction Paul Robinson guests will be welcomed to explore the entire differentation are key Design Libby Sidebotham island and all that Bermuda has to offer. 60 Bermuda Cover image courtesy Bermuda Tourism 62 British Virgin Islands Website development Chris Jackson Circulation Ritwik Bhattacharjee 64 St. Vincent and the Grenadines

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Photography: Christine Blaney (Sept-Îles) Eric Lindberg (Gaspésie) CRUISESAINTLAWRENCE.COM Mathieu Dupuis (all other photos) ÎLES DE LA MADELEINE MARKETWATCH Australia tops cruise market in terms of growth Upfront

Destinations across Australia are experiencing a rise in cruise passenger numbers

ustralia has the fastest This is more than double the growth “Australia is still a relatively young cruise growing cruise market, rate of any other major cruise market, market, yet the number of Australians outranking North America including Germany and France, the USA taking a cruise has grown by an enviable in terms of market and the UK/Ireland. average of 20% a year for the last 11 years penetration based on Last year, Australia achieved a 3.6% as a growing number of travellers discover population, according to figures from the penetration rate, making it the first nation the many joys of cruising,” said Gavin Cruise Lines International Association to ever achieve a stronger rate than North Smith, CLIA Australasia chairman. “With (CLIA) Australasia. America, the world’s largest passenger more ships being deployed in Australia CLIA Australasia’s 2013 Cruise Industry source market. In 2013, North America’s in 2014 and 2015, we’re on course for Source Market Report revealed that a penetration rate grew by 3.3%, while market continued growth over the next few years, record 833,348 Australians took a cruise penetration in the UK/Ireland, Germany so the benchmark of one million annual last year, a 20% increase from 2012 when and Italy was recorded at 2.5%, 2.1% and cruise passengers should be reached by numbers rose by 11% to reach 694,062. 1.4% respectively. 2016, if not before.”

4 Itinerary Planning Special Report AUSTRALIA Ten-year cruise plan for New South Wales

KEY REPORT FIGURES 330,000 Australians cruised to the South Pacific in 2013, making NSW Destination HamiltonLund; Image: it the most popular destination New South Wales is the biggest passenger source market in Australia Destination New South Wales and MI ship arrivals and passenger numbers to Associates are to develop a ten-year ensure NSW is ready for future demand. Cruise Development Plan to ensure This will include generating financial 28% the Australian state is able to reap models to identify and meet capacity and the economic benefits of the county’s infrastructure needs, ensuring the state more Australians are now growing cruise market. can provide food and other supplies to sailing on Asian itineraries Recommended by the New South Wales cruise ships, as well as pre- and post-cruise (NSW) government’s Visitor Economy tours for passengers. Industry Action Plan, the plan will be CLIA Australasia’s 2013 Cruise Industry subsidised by the AUS$110 million Regional Source Market Report revealed that NSW Tourism Infrastructure Fund and developed is the leading source of Australian cruise 50,000 in consultation with key players in the cruise passengers, accounting for 41.1% of the industry. It aims to forecast growth in cruise total market. Australians took to inland waterways, spending an average of 14.4 days on Carnival strengthens river cruises Australia capacity Carnival Australia is on target to carry 77,000 a million passengers a year by 2015, five years earlier than originally forecast. passengers opted for Last year, the cruise company carried long-haul cruises to Europe, 560,000 of the total 833,348 passengers who visited Australia on a record 20 a hike of 34% ships across its seven brands. “Australians have embraced cruising because we improved the product dramatically with an onboard offering To capitalise on this growth and 8.7 million that is second to none, along with an expand its passenger capacity in the ever increasing number of destinations region, Carnival Australia is to move two days were spent at sea and cruise experiences,” said Ann Sherry, Holland America Line ships, Ryndam and CEO of Carnival Australia. “We have a Statendam, to the P&O Cruises Australia by Australians in 2013, great understanding of what Australians fleet in 2015. Bringing P&O’s fleet up to up 22% on 2012 are looking for in a vacation, and with five, the HAL ships will enable Carnival cruising more popular than ever among Corporation to have nine vessels in the Australians, this is the perfect time to region, making it the largest year-round meet demand with increased capacity.” operator in Australasia.

5 MARKETWATCH ASIA RCL boosts Asia presence Princess Royal Caribbean Cruises Ltd. has partnered Japan, South Korea and Taiwan, as well as with the Hong Kong Tourist Board and destinations in China. established an office in the city to capitalise In addition, Royal Caribbean has entered into partners on the growth of the cruise industry in the a non-binding memorandum of understanding Asia-Pacific region. with the Taiwan International Ports Company with CAG The company, which already has offices to co-develop Penghu Island cruise port,

Upfront in the Chinese cities of Beijing and located in the Taiwan Straits. According to a and STB Shanghai, is also set to homeport Royal statement released by the company, the site, Caribbean International’s Voyager of which currently serves as a Taiwanese Navy the Seas in Hong Kong in summer 2015. Coast Guard facility, has “good infrastructure, Following a bow-to-stern revitalisation, but is relatively underdeveloped for tourism, the ship will offer 22 cruises calling at offers beautiful beaches, ancient culture, natural ports in Vietnam, Thailand, Singapore, beauty, and great local seafood cuisine.” Pandaw becomes Changi Airport Group, Singapore Tourism Board and Princess Cruises first to sail in Arakan have established a multimillion- dollar initiative to help boost Asia’s Expedition company Pandaw River Cruises is to be fly-cruise market. the first operator to sail the rivers of the Arakan region Together, the companies aim to in Western Burma. promote Singapore as a global cruise Located in a largely unexplored part of Burma hub and highlight the benefits of fly- and bordering India, Arakan was an independent cruise holidays to both travel agents kingdom up until the 18th century. Katha Pandaw and tourists. Since April 2014, they will offer a series of seven-night expeditions from have established a series of marketing October 2015. Guests will visit the Buddhist temple campaigns promoting Princess city Mrauk U, parts of the Kaladan River including itineraries in countries across Asia, the old colonial port city of Sittwe, and the Tattoo Australia, the UK and the US. Villages of the Le Myo River. AmaDara Third Costa ship DID YOU KNOW? to sail the 23 heads to China ships across Mekong Costa Cruises is to increase its capacity in the Asian region by 74% when Costa Serena homeports in Shanghai, China, from April 2015. AmaWaterways’ newbuild AmaDara, The 114,500gt Costa Serena will offer a range of five- and 7 launched on 17 August, is to sail on six-day cruises to various destinations in Asia, such as Japan Carnival brands the Mekong River. and Korea. The arrival of the vessel to join Costa Victoria and are expected to Joining sister ship AmaLotus, the Costa Atlantica, which already operate in China, will make vessel will operate 16-day cruises Costa the first international cruise company to base three make an estimated beginning in Vietnam’s capital ships year-round in mainland China. Hanoi and enabling guests to sail Costa Serena’s 2015 deployment will also make the line’s overnight on a contemporary junk parent company Carnival Corporation the first global cruise 1,439 from Ha Long Bay. After flying to company to base four ships in China. Capitalising on the Siem Reap, Cambodia, guests will growing consumer demand that is expected to make China the port calls to embark on a three-day trip to Angkor second largest cruise market in the world by 2017, Carnival will Archaeological Park and begin their deploy Princess Cruises’ Sapphire Princess in Shanghai from 21 Mekong cruise on the Tonle Sap Lake. May to 3 September 2014. Diamond Princess will also return to 90 The journey will end with an overnight Japan for the summer 2014 and summer 2015 seasons. She will Asian ports in 2014 stay in Phnom Penh, followed by two offer 20 sailings to more than 20 destinations in Japan, Korea, nights in Ho Chi Minh City. Taiwan and Russia from her Tokyo and Kobe homeports.

6 Itinerary Planning Special Report EUROPE AND MEDITERRANEAN

CRUISE INDUSTRY BOOSTS EUROPEAN ECONOMY

The cruise industry contributed around £32.03 billion to the overall European economy in 2013, according to a report published by CLIA. Reaffirming Europe’s position as an important hub at the core of the global cruise industry, the study indicated a 22% increase in direct and indirect contributions across Europe. The report also showed: 70,241 Britons £2.54 billion work in cruise-related jobs, a growth of 6.3% was generated from direct contributions in the UK, enabling it to maintain its position as Europe’s largest cruise market 20% of the jobs the cruise industry supports across Europe are now in the UK

27% of the 6.3 million 20% more passengers are Europeans who took a cruise 1,062,000 travellers making day visits to UK ports last year were British joined their cruise at one of the UK’s 51 cruise ports

Seabourn to visit 100 ports Canary Islands

Seabourn Odyssey, Seabourn Sojourn and Seabourn Quest will sail to more than 100 aims to grow destinations on nearly 60 departures in 2015. Sailing around the Greek Isles, Turkey cruise market and the Dalmatian Coast, Seabourn Odyssey will homeport in Athens, Istanbul Tourism Promotur de Canarias (TPC) and Venice. The ship will visit Monemvasia, is working with cruise and destination Nydri, Mykonos and Santorini in Greece, development firm Bermello Ajamil and as well as Dubrovnik in Croatia. Partners Europe to establish a long-term Marking the company’s return to Italy’s strategic cruise plan for the Canary Islands. Amalfi Coast, Seabourn Sojourn will The Cruise Tourism Strategic Plan offer a series of Western Mediterranean Seabourn Odyssey will return to Mykonos aims to capitalise on the Canaries’ cruises between Monte Carlo and Rome, proximity to the Mediterranean, as well as the French Riviera. This will be followed by two voyages to the Madeira, Azores, mainland Portugal, Beginning her European season with a Norwegian fjords and the North Cape, as North Africa, West Africa and Cape series of seven-day cruises between Barcelona well as a 24-day cruise from Copenhagen Verde. TPC will also explore the and Rome, Seabourn Quest will also sail a to Montreal, Canada, calling at ports in feasibility of promoting the Spanish series of Baltic and Scandinavia itineraries Ireland, Scotland, the Faroe Islands, Iceland, archipelago as a strategic location for betweenCruise Copenhagen Ferry 1-4 ad_Layoutand Stockholm. 1 8/14/14 12:44Greenland, PM Page 1Newfoundland and Québec. transatlantic and repositioning cruises.

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7 MARKETWATCH

NORTH AMERICA AND CARIBBEAN NEWS IN BRIEF HAL returns to Bermuda Upfront

Veendam will sail from Boston to Hamilton in Bermuda

Holland America Line is to return to Island; Sydney and Halifax, Nova Scotia; Bar A student diver attaches coral to a line Bermuda after adding six Boston (US) Harbor, Maine; Boston; and Hamilton. The nursery for the Coral Restoration Foundation roundtrips to its 2015 itinerary programme. ship will also sail in the Gulf of St Lawrence. Offered in May, June and July onboard Alternatively, the Bermuda cruise can P&O Cruises has introduced new the line’s 1,350-guest Veendam, the seven- be combined with a 17-day Panama Canal Caribbean activities for 2014-2015, day roundtrips enable guests to spend three transit to create a 24-day ‘Panama Canal including the chance for certified nights in Hamilton, Bermuda’s town centre. and Bermuda Collectors’ Voyage’. The ship divers to work with Bonaire’s Coral Veendam’s seven-day Bermuda itineraries departs San Diego, California and calls at Restoration Foundation. Other shorex can be combined with a seven-day Canada/ ports in Mexico, Guatemala, Nicaragua, include segway experiences in St Lucia, New England cruise to create a 14-day Costa Rica and Colombia, as well as the US helicopter flights in St Kitts, river tubing ‘Bermuda & Canada/New England ports of Fort Lauderdale and Boston. She in Grenada, ziplining in Barbados, bike Collectors’ Voyage’. The full Collectors’ will also visit Hamilton and sail a full transit rides to Bonaire’s Gotomeer Salt Lake cruise calls at Charlottetown, Prince Edward of the Panama Canal. and power boating in Dominica. Disney Wonder to explore Hawaii and US West Coast

Disney Cruise Line will return to Hawaii, California, Texas and the Caribbean in autumn 2015. Enabling guests to visit various Hawaiian Islands, Disney Wonder will sail two ten-night cruises in September. The itineraries include calls in Vancouver, Canada; Hilo, Hawaii Island; Nawiliwili, Kauai; two days in Kahului, Maui; and Honolulu, Oahu. Returning to the US West Coast in October, Disney Wonder will offer six five- night cruises from San Diego, California, calling at Cabo San Lucas and Ensenada, Mexico. In addition, she will provide a three-night cruise to Ensenada. Starting in November, Disney Wonder will sail five seven-night itineraries from Galveston, Texas to Key West, Florida; Nassau, Freeport; and Disney’s private island Castaway Cay in the Bahamas. She will also offer three-, five- and seven-night cruises from Port Canaveral, as well as four- and five-night itineraries from Miami. Disney Wonder will sail to Kauai in Hawaii next year

8 Itinerary Planning Special Report AD Cruise Terminal FP -ICFR_c2o.indd 1 6/2/14 11:40 AM

ROUNDTABLE

Far from

Istanbul is a popular call formulaic for Windstar Cruises

Steve Masters Oscar Abello James Cabello Susan Salvin

ake five cruise lines – Windstar Matt Grimes, who manages planning Cruise lines agree Cruises, SeaDream Yacht and operations for Viking Cruises, says: on the basics but Club, Disney Cruise Line, Paul “Where our guests want to go is the Gauguin Cruises and Viking number one criterion.” diverge on other Ocean Cruises – and each clearly And at smaller ship operator Paul has its own particular style of cruising and Gauguin Cruises, VP of product planning issues, as Susan Parker specific needs. However, when asked to and revenue management Oscar Abello says name the most important considerations what is very important is “the overall guest discovered when she when planning itineraries, representatives experience offered by a call in a particular of these lines all list passenger feedback port and its contribution to the voyage as interviewed some and costs as their main concerns. whole. We pay close attention to our guests’ of the industry’s key Steve Masters, marine operations reactions to ports and closely monitor their manager for Disney Cruises, says feedback and reach out for their input.” decision makers on passenger feedback on previously operated SeaDream Yacht Club VP of voyage itineraries and ports is “paramount. At the planning, destinations and land the planning process top of this list has to be our passengers’ programmes James Cabello says: “We have safety and cruise enjoyment.” great interaction with our club members and

11 JUST TRY TO GET THEM BACK ON THE SHIP.

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CruiseFerry_spread_716.indd All Pages 7/16/14 4:22 PM JUST TRY TO GET THEM BACK ON THE SHIP.

CruiseFerry_spread_716.indd All Pages 7/16/14 4:22 PM ROUNDTABLE Planning

Paul Gauguin in Bora Bora

we take into consideration their feedback Cabello points out that anchoring is very For Windstar, “pretty much the whole while planning future itineraries. Naturally important for the brand, giving passengers world is opening up”, says Salvin, with we also look at destinations that are smaller the chance to enjoy the marina platforms the addition of the three Seabourn ships. and better suited to our yachting style.” and water toys. Travelling at slower speeds “As we grow with these ships our cruising Masters says costs are a “massive and staying later in ports are part of the will be extended into regions, for example consideration” with increasing fuel costs SeaDream pace, “which sometimes equates where zodiacs might be the way forward,” meaning thought has to be given to time to itineraries with fewer miles.” she explains. She cites strong relationships inside ECAs and trying to operate at an For Paul Gauguin Cruises, Abello flags with good operators as being important to economic speed when designing future up the importance of the location with delivering the product and also creating itineraries. Cabello adds: “Like everyone respect to local activities, sights and town/ tours. “More and more they are realising else, we find costs naturally play a role in the city centres, navigation requirements and that it is very important to involve the local itinerary planning and development.” restrictions. Grimes says Viking wants to communities. People want to learn about Beyond guest satisfaction and the bottom be in the city centre but with competitive where they are going. That whole exposure is line, however, the cruise lines have a wide port costs. He comments, however, that important. We don’t want to herd masses of range of concerns and priorities that are “there is a value to being in the right people but to have a special experience.” particular to each company’s business model. place”, just as some tourists would rather Cabello too asks for more port and Susan Salvin, product manager for pay extra to fly directly into Venice than community involvement: “Cruising in Windstar, notes that while she can “dream up take a low-cost airline to Treviso. general has become so mainstream that wonderful itineraries,” particularly with the Disney’s high repeat rate means it is keen we miss some of the old traditions of small fleet increasing from three to six ships, realism to offer new destinations wherever possible bands playing and having the locals stop by is key, with time, fuel and distance being very but also leverage its own facilities such as to wave goodbye.” important criteria in the planning process. In its private island, Castaway Cay, in the Turning to the logistical side of a call this respect she mentions that there is a need Bahamas. Masters says: “This often has the and what ports might do to assist, Masters to also look at infrastructure in the regions highest guest satisfaction scores of any of the highlights congestion as a problem that vis a vis how long the ships must go before ports we call to.” The company conducts a can compromise the passenger experience. refuelling, offloading garbage and other clinical review of past passenger feedback “If the lines know early enough that there practical tasks, as well as provision of airlift and ensures the use of its own infrastructure are days that should be avoided they can for turnaround ports, which may well be in in its deployment whenever possible to try to plan around this.” However, he more remote places. maintain satisfaction levels. adds: “Quite often you don’t know that

14 Itinerary Planning Special Report

ROUNDTABLE Planning

SeaDream Yacht Club can visit smaller ports like Mykonos

there is a problem until far too late to be their plans.” With a year in hand he is not Being kept abreast of new port possibilities able to make a change without huge cost concerned about any potential difficulties. is important to Windstar. “We are finding or passenger inconvenience.” An approach that Masters has come locations that not only appeal to the current Grimes agrees, reflecting on how busy the across in Malaga and Heraklion recently is passenger base but will grow it. Windstar Baltic and Mediterranean are getting. “The one that he would like to see more of. “In is known for smaller harbours where other infrastructure in some ports doesn’t seem some ports the local port authority, council, ships cannot go,” says Salvin. She considers to keep up with the rate at which change is airports, customs, immigration and port/ herself fortunate to be working for a being introduced. We are always waiting for shorex agents work very well together to company that is keen to ‘get out there’ and these ports to play catch-up,” he says. improve the guests’ experience, holding develop new destinations. While not giving Abello comments that while it is not an monthly meetings to ensure all are updated. anything away, she comments: “Expedition is issue in many ports, he would like to see others By working together it means the guests my passion. We have to be realistic but I do “really work with the port agents and ground have better facilities and a much smoother believe there is a strong market for the more operators to streamline the guest experience transition between ship and shore.” luxury expedition product.” while in port, especially logistically.” For those considering building new Destination-led Viking is focusing on Grimes says that there are some ports that facilities for the use of multiple lines, he minimising sea-time, unlike some lines which engage with the cruise lines more readily while says: “It would certainly be beneficial for are adding sea days to increase onboard others are “a little inflexible in their approach.” as many lines as possible to be involved in revenue, says Grimes. “We are looking to He asks: “Try and understand what some the consultancy period,” not least to save eliminate sea days so that we can spend more of our challenges are.” As far as homeports long-term cost to the ports. “Hopefully, once time in port.” For example, on a 14-night are concerned, he has had a good experience built, the terminal would be suitable for all Baltic cruise, there is only one sea day and the with those Viking will be using: Stockholm, to use from the outset rather than requiring company is keen on overnights. “We have the Barcelona, Venice, Istanbul and Bergen. Of costly alterations.” He admits, however, that same desire to save fuel as everyone else. Our the latter, which is less well-established for keeping up with ship design will always be a average, our speed may be a little bit higher turnarounds, he says: “They have had a very factor going forward. than the big guys but equally we can get to a open dialogue with us in terms of what we Meanwhile Salvin believes that having lot more ports than others can.” need and what they can provide.” ‘bigger and better’ facilities is often seen by As a final note but one which ports should With Istanbul being where Viking Star ports, especially in Asia, as the way forward. not underestimate, Masters reiterates a point will take on the first fare-paying passengers, Having visited a port in Indonesia which is not that has become a constant refrain. “The cost it has a certain resonance with the cruise a main port but has built a new facility, she side is a big project which needs constant line. “The people in the new private company cautions: “How can they sustain this?” For the review and update, but this is critically have already reached out to us about our smaller ship operators, of course, less can often important in deciding on the right approach to operations. They are providing us with be more when it comes to port facilities. future deployment.” IP

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Deployment It’s a numbers game Squeezed by rising costs, cruise operators are changing how they deploy their fleets. Tony Peisley investigates the new factors controlling the business of itinerary planning

hoever that cynic was analysis tells us to deploy a ship in a once the be-all and end-all of the decision- who first said: “When particular place, we need to have a very making process, there are so many other they tell you ‘it’s not good reason before we would ignore that factors involved now that this passenger about the money’... and send it somewhere else.” influence has clearly been diluted. it’s about the money” The globalisation of the industry and the A couple of years ago, RCI decided to could have been talking about the dark sheer size of the fleets involved, along with shift a ship away from Los Angeles. The art of cruise deployment and itinerary the escalating cost of fuel, the proliferation local newspapers were full of complaints planning in the 21st century. of environmental regulations and the never- from past passengers who queried why the Except that it is not an art any more, it’s ending geopolitical issues, have combined to company would do that when the ships a science. The days of cruise line executives change everything. were sailing full. RCI’s point was simply simply using their knowledge and gut When Royal Caribbean began back in that having full ships is not enough; it instinct to deploy their ships are fading fast. the 1970s, its three ships operated the same was moving the ship because it judged it Just before he was elevated to Royal itineraries, starting the same days out of could sail full somewhere else but with the Caribbean Cruises Ltd president and COO, Miami year-in, year-out. It was a simple case of passengers paying higher prices. Royal Caribbean International (RCI) giving consumers exactly what they wanted. More recently, MSC Cruises was quick president and CEO Adam Goldstein told Cruise companies will claim that to redeploy its first ever year-round ship in me: “We now feed in all the relevant cost passenger appeal is still the driving force for the North American market back to the and revenue data and, if our computer creating any itinerary but, whereas that was Mediterranean for summer 2015 because it

18 Itinerary Planning Special Report maintain the itineraries they want. We can embrace the idea that this is better for the environment but, as a business, it is remarkably challenging to work out solutions to the economic consequences of burning this far more expensive fuel – marine gas oil (MGO) – which also has supply issues. “In the short-term, at least, we are not going to change the itineraries, although it will certainly change the economics. Other companies might act differently, though.” TUI Cruises CEO Richard Vogel says: “We will have to use MGO in Northern Europe so we need to see how much we have to charge passengers to make our cruises viable. We have two new ships coming with scrubbers and the latest exhaust cleaning technology. But we also have older ships so we have to decide where we deploy them. We have to send them where our passengers want to go but it will now depend on how much they are willing to pay to go there.” Carnival UK CEO David Dingle takes a pragmatic view: “We have to live with the ECA fuel situation but I do think that some cruise capacity will drift away from Northern Europe. We have to become more fuel- economic and that means using ships more as destinations so that, instead of offering lots more ports of call, they visit fewer and sail slower. We are already seeing newbuilds optimised at slower speeds and this will make a huge difference to cost and itineraries.” Holland America Line director of deployment and itinerary planning Simon Douwes remarks: “We have been using Cruise line in control: Labadee, Royal Caribbean’s private Caribbean destination homeports closer to the itinerary ports of call. Changing from Amsterdam to Copenhagen for our Baltic cruises saved more than 1,000 nautical miles.” saw an opportunity of higher yields from of incentive as it covered crucial costs such This and other changes – such as North Americans cruising in Europe instead as marketing to a new local source market. operating more open jaw itineraries – have of the Caribbean. It is, though, fair to say that for some enabled HAL to reduce its fleet’s average And what explained last year’s sudden premium and most luxury brands, the cruise speed significantly – down from 15.7 decision by Norwegian Cruise Line and passenger viewpoint retains more influence knots in 2012 to below 13 in 2014. Princess Cruises to homeport in Houston? on deployment decisions than it now does Introduced in 2012, the North America This is a port that had been abandoned for mass-market contemporary brands. ECA has already made some key differences by the cruise industry in favour of others For example, Celebrity Cruises president to itinerary planning in that region with the such as Galveston, which are closer to and CEO Michael Bayley says: “Our likes of Disney Cruise Line switching US the Caribbean and unaffected by the fog planning is based upon customer demand. homeports from Galveston to Miami because problems which occasionally afflict Houston The vast majority of our passengers are of the latter’s proximity to the non-ECA and cause ship delays. North Americans who want to come to Bahamian waters. Carnival Cruise Lines was Norwegian’s president and CEO Europe.” But, with the Emissions Control about to make a similar move from US East Kevin Sheehan made no attempt to dress Areas in the Baltic and North Seas, fuel Coast ports to Miami for the same reason the decision up as passenger-led. The costs are set to increase sharply next year. when its parent company struck a deal with multimillion-dollar incentive from the Bayley acknowledges the challenges the US authorities. This saw 32 of its ships port was the deal clincher and he said the associated with the new environmental (including most of the line’s fleet) receiving company would always be open to that kind realities. “We have to figure out how to an exemption from MGO use, based on the

19 REPORT Deployment

Yield, fuel costs and port services are just some of the factors that come into play when creating itineraries

” As a business, it is remarkably challenging to work out solutions to the economic consequences of burning far more expensive fuel”

installation of new exhaust cleaning scrubber Dubrovnik in high summer has people is very high because port charges have technology. Carnival immediately reversed jammed like sardines in the middle of town. increased so much.” the switch decision and Baltimore and “This is nobody’s fault, just a fact of life, The increases have sometimes been made Norfolk’s main cruise client has returned. but we have to find alternative ports to get to recoup investments so, in this context, the This, though, emphasised how little around this and into landmark destinations European Commission’s volte face on cruising control cruise ports can sometimes have over like Florence. Lines targeting Europeans could be significant. It now positively supports their own destiny in this increasingly cut- who want to travel right into Europe need the industry as part of a drive to promote throat environment where cost has become to open up more destinations from smaller coastal tourism and has promised access to EU the real key to deployment decisions. ports and be prepared to invest to do so.” He funding for any port and/or cruise company That said, ports do have some control adds: “There are many ports of call which infrastructure investment plans. in one area of that decision-making were not on the cruise map at all 30 years This could be particularly important for process: that of providing the right level ago. They have been nurtured and enhanced cruise ports with homeporting ambitions. of infrastructure (at the right cost) to with new terminals and other facilities Vogel says: “Ports need to recognise that, attract and/or retain cruise traffic. This is and we need to do more of that – and fast. if they want to become turnaround ports, particularly significant as the cruise sector As cruise lines, we can moan about port there is more they need to do than just orderbook continues to be dominated by authorities not investing in existing and provide a pier – it is all the ancillary services 100,000gt-plus mega ships. new ports but they will say: ‘If you want that we need, too.” Hence the long overdue go-ahead for the to come, invest some money’. Some tricky And Dingle points out that flight access Cayman Islands to build docking facilities negotiations lie ahead for all of us.” and airport capacity are also crucial. “We may be accelerated by decisions such as that by Underlying such negotiations will be that have recently had great logistical issues on the Carnival Cruise Lines to drop calls there by its other increasingly key factor in deployment flight side in setting up a fly-cruise operation largest ships because tendering is no longer an and itinerary decisions: port costs. out of the established homeport of Genoa.” acceptable option for ships of that size. Cruise companies want ports to invest in Vogel says: “We are all looking for more Where European itineraries are concerned, infrastructure but do not want to pay for it homeports in the south of Europe and, solving berthing problems may not be in higher port charges. if we can’t find them, it will inhibit the so straightforward. Crowded ports are Douwes explains: “Port costs have become development of cruising in that region.” becoming a major issue, says Dingle. a major issue with calls shifting from some In the face of these stark warnings, it is “Some of Europe’s iconic marquee ports are European regions to others with lower costs clear that ports and cruise operators will reaching bursting point. Livorno is often full such as Norway. Lines have even moved need to increase their focus on cooperation with lines now overspilling into La Spezia. from places where shore excursion revenue to find mutually beneficial solutions. IP

20 Itinerary Planning Special Report

1. CLIA www.cruising.org COMMENTARY 2. Cruise BC www.cruisebc.ca 1 3. Cruise The West Cruise association www.cruisethewest.com 4. Cruise Association of Newfoundland & Labrador map of the world www.cruisenewfoundland.com 5. Cruise the Saint Lawrence 2 www.cruisesaintlawrence.com 3 Cruise associations around the world are committed 6. Atlantic Canada Cruise Association to boosting destination appeal. Here, they explain www.atlanticcanadacruise.com 7. Florida-Caribbean Cruise Association TextIndustry bodies here... how itinerary planners can take advantage of their www.f-cca.com services to build the best experiences possible 8. Cruise Europe www.cruiseeurope.com 9. Cruise Ireland 1 CLIA www.cruising.ie 10. Cruise Scotland CLIA’s Executive Partner Program provides an invaluable platform www.cruisescotland.com not only to raise partners’ company profiles and provide access to 11. Cruise Baltic regulatory and technical expertise, www.cruisebaltic.com but also to connect stakeholders such 12. Cruise Britain as ports and suppliers to our cruise www.cruisebritain.org line members. This delivers fast-track, 13. Cruise Wales targeted value for building relationships www.cruisewales.visitwales.com with cruise industry decision makers. 14. French Atlantic Ports of Call www.frenchatlanticports.com Bo Larsen, global director, Port 15. Cruise Black Sea Engagement and Business Development www.blacksea-cruises.com 16. MedCruise www.medcruise.com 2 Cruise BC 17. Cruise Indian Ocean Association www.cruiseindianocean.org 18. Cruise Norway Cruise BC is a proud association of British Columbia ports. www.cruisenorway.com No one knows the British Columbia coastal waters and its port 19. China Cruise & Yacht cities of Nanaimo, Prince Rupert, Industry Association Victoria and Vancouver better than www.ccyia.com Cruise BC, and we want to share our 20. Cruise Asia by Destination Asia knowledge and experience. We have www.cruise-asia.com a fantastic team ready to meet with 21. Cruise Down Under you and develop itineraries tailored www.cruisedownunder.com to your cruise line. 22. Cruise New Zealand www.cruisenewzealand.org.nz Rebecca Penz, chair

Cruise Association 4 of Newfoundland & Labrador 5 Cruise the Saint Lawrence

The Cruise Association of Newfoundland & Labrador is the one-stop Cruise the Saint Lawrence offers a variety of services to cruise lines shop for all cruise-related resources in our province. It is our job to link including itinerary planning assistance, and, through our website, provides itinerary planners with any key contacts they may require. We work to a wealth of information specific to each of the nine Saint Lawrence ports position the province strategically within of call. Together with our members, we a diverse set of markets. We employ joint are currently implementing a Greeting marketing agreements, online strategies Policy to help us become the destination and social media campaigns to educate that provides the best welcome in the consumers, sell our destinations, and world. Our association is also investing in ensure that we remain front and centre targeted marketing activities to promote of the international stage. summer season offerings and itineraries featuring stopovers. Dennis O’Keefe, chair and mayor, City of St. John’s René Trepanier, executive director

22 Itinerary Planning Special Report 4 18 10 11 9 12 5 8 13 6 14 15 19 16 7

20 17

21 22

6 Atlantic Canada Cruise Association 8 Cruise Europe

Consumers consistently tell us the number one factor when purchasing Cruise Europe is a one-stop shop for itinerary planners. We host a cruise is the destination. Even as newer ships become attractions in information about all 110 member ports and seven associate members themselves, the destinations they visit continue to be the top way of across Europe on the CE website. Planners can also use our digital Port attracting passengers. This is where we Handbook tool to select the ports they come in. Our association knows Atlantic want to call at and find the information Canada – each port and the must-see they need. We provide updates about places. We give itinerary planners a new members, port developments and one-stop shop for information about tours. We also host regular networking a destination, which is what is most events, including the annual Cruise important to consumers and, therefore, Europe Conference, which will take the bottom line. place in Santander, Spain, in April 2015.

Brian Webb, executive director Jens Chr. Skrede, managing director

23 COMMENTARY

11 Cruise Baltic 16 MedCruise

Network Cruise Baltic aims to be the first point of contact MedCruise represents Mediterranean ports and its mission is between cruise lines and its 28 destinations in the Baltic Sea to promote the cruise industry in the Mediterranean and its region. We offer itinerary planners an essential planning tool – adjoining seas. Members benefit from networking, promotional the Port Service Standards – that provides them with detailed and and professional development opportunities. The association up-to-date information covering length and depth of piers, bollard currently has 71 members from more than 100 ports around the

TextIndustry bodies here... strength, tendering opportunities Mediterranean region, including the and more. We are committed to Black Sea, the Red Sea and the Near delivering the best knowledge Atlantic, plus 32 associate members, possible to cruise lines and travel representing other associations, agents wanting to discover the unique tourist boards and ship/port agents. appeal of the Baltic Sea region.

Claus Bødker, director Thanos Pallis, secretary general

12 Cruise Britain 17 Cruise Indian Ocean Association

CruiseBritain is the cruise destination brand for Britain. The Simply and briefly, the main advantage that an itinerary planner organisation is a joint initiative between ports, destinations and gains from an association like the CIOA is being able to contact service providers, and promotes Britain’s diversity as a cruise a one-stop shop expert who is able to provide virtually instant destination. Our world-class destination is comprised of a range of answers on numerous queries related to the overall destination. ports that each have their own identities. Shore excursions cover We provide up-to-date information about the region’s harbour iconic cities, coast and countryside; developments, the latest shore historic castles and houses; arts excursion offerings, security matters and culture; and outdoor activities and other pertinent factors that an and sports. CruiseBritain works itinerary planner sitting in his office closely with CLIA UK & Ireland, on the other side of the world needs VisitEngland, VisitBritain and UK to know. Trade & Investment.

Terry Toohey, director Daren Taylor, chair of Cruise Development

13 Cruise Wales 22 Cruise New Zealand

Cruise Wales works in partnership with the country’s six cruise Cruise New Zealand works in the cruise lines’ best interests, ports, destinations, cruise suppliers and the Welsh Government to helping them to bring more ships to New Zealand and visit more showcase all that Wales has to offer, including its Celtic culture ports. We assist cruise lines from all perspectives, whether it be and heritage, 1200kms of coastline and three national parks. marine, shorex, environmental or regulatory. We have a grasp on Our association provides itinerary planners with everything they all itineraries and can recommend suitable ports of call, advise on need to know to bring cruise ships region-specific regulations and costs, to Wales. Through us, they can plan and partner with local stakeholders and book cruise programmes, create to make a successful cruise visit. We unique itineraries and get their hands work with all the regional tourism on helpful resources. organisations and ground handlers, and provide up-to-date information and advice.

Suzanne Thomas, manager Raewyn Tan, executive officer

24 Itinerary Planning Special Report Wales, Britain’s best kept secret!

Let’s Talk Visit us at Seatrade Med, Barcelona, Booth 306 www.cruisewales.visitwales.com INTERVIEW Ongoing innovation Itinerary development at Carnival Cruise Lines is providing new guest experiences, Itineraries Terry Thornton tells Susan Parker

here have been some changes in Over on the west coast this year, Carnival Cruise Lines’ approach Carnival Imagination joined Carnival to deployment, says Terry Inspiration out of Long Beach, California, Thornton, senior VP of itinerary in January on three- and four-day cruises. development and port operations. “We are very excited about expanding that “It’s about increasing capacity in high capacity,” says Thornton. performing markets and giving guests a In August, Carnival Legend is moving new and different ship to try, while keeping from Tampa to operate a full season out of things interesting for past passengers and Sydney, where Carnival Spirit is sailing year- attracting new cruisers,” he says. round. Australia is performing very well for Thornton says this year has seen a Carnival, with Thornton explaining: “The marked shift of capacity going back to guest satisfaction ratings are the highest on the Caribbean for the industry generally, any ship in the fleet.” whereas for 2015 there is a move back Up until now, Carnival has not offered towards Europe. Most of the other markets more than an eight-day cruise but that is remain stable except Asia, which has shown changing. Thornton cites an example: “We signs of growth both in 2014 and for 2015. know there is a market for 10- to 14-day Carnival itself has made a number of cruises so we are beginning to introduce changes. For example, this year Carnival these. For example, in 2015 Carnival Liberty is moving to Port Canaveral to begin Triumph will do some 10- and 11-day Carnival Cruise Lines is developing new itinerary options in the Caribbean a new pattern of eight- and five-day cruises cruises: one-way to San Juan and one- and in 2015 Carnival Freedom is moving from way back.” What this means is that the Fort Lauderdale to Galveston, where it will brand can include new-to-Carnival ports. long time, we know how important it is to become the third year-round ship. “Those are Nevertheless, the mix of 50% five-days-or- keep offering new content.” big changes,” comments Thornton. less and the balance five-day-plus cruises In this respect Thornton is bothered by Following major refurbishment, Carnival will remain unchanged. people who say there is nothing new in the Sunshine went initially to New Orleans but Going forward, he says Carnival wants Caribbean. However, he admits that while in March repositioned to Port Canaveral to continue to offer itinerary choices some of the destinations do a very good job, with Carnival Dream taking her place that meet all the vacation needs of its others are really lagging behind. “When in the city of jazz, thus increasing the customers but the brand also wants to that happens, we have a discussion with the capacity in a market that is, Thornton says, continue to innovate. “Especially in destination and see what they are capable “performing very, very well for us.” markets we have been operating from for a of. If they don’t really have the ability or

” Especially in markets we have been operating from for a long time, we know how important it is to keep offering new content” Terry Thornton

26 Itinerary Planning Special Report Carnival Cruise Lines is developing new itinerary options in the Caribbean financial resources, we ask: what can we do as When it comes to homeports, Carnival A Carnival Corporation & plc group a cruise line to move the process forward?” is not adding any new ones but is returning initiative that will provide a great He cites St Maarten as an example of a to Baltimore and Norfolk in spring 2015, experience but also be in a location phenomenal port facility with a very strong having elected to take ships out this autumn that will save fuel is the Amber downtown area where those involved have due to itineraries from both being almost Cove development being built in the “taken it upon themselves with great initiative 100% inside the Emissions Control Area. Dominican Republic. “This is going to be to create a very detailed shorex programme”. He explains: “Now we have committed to a spectacular shore excursion in a location As a result of the whole experience, “it has the the installation of scrubbers, it allows us to which is very attractive when combined highest ratings in the Caribbean.” conform to the requirements.” with Grand Turk, as it is much closer to On the other hand, Freeport has been Still on the subject of fuel costs, he our homeports in Florida than St Thomas a much more difficult nut to crack despite says: “I think you are going to see from and San Juan.” Carnival’s best efforts to find solutions us that there is a continuing initiative Shore excursions too have been undergoing together with the destination. “We cannot to bring fuel consumption down.” One some changes with Carnival Cruise Lines get traction with any of our initiatives there,” initiative is reducing time in port on a introducing the ‘shore excursions best price admits Thornton. Despite the brand reducing turnaround day from the usual nine to guarantee’ earlier this year. The proliferation its numbers to the island by 200,000 in 2014 seven or eight hours. “If we can do that, of independent tour sellers on the market and highlighting poor guest experience as it means we can arrive a little later and/ is not the reason for the guarantee, says the reason, things have been slow to change. or leave earlier,” thereby slowing the Thornton. “It is more about creating However, Thornton says that one initiative ship down and saving fuel. confidence among our guests that they are that Carnival pushed the operators to Finding new ports is not always easy, buying the best excursion at the best price. implement is a “very nice beach experience” says Thornton. “Because of the size of Also if something happens on the tour and which had been lacking in Freeport. He sees our ships, the infrastructure has to be a there is a delay, we know that if we sold the this step as a sign of hope and adds: “There certain size to give a good experience, but tour, the ship will wait. Part of the rationale is a much better dialogue between the cruise if we could find attractive places closer of the guarantee is to take some concern off industry and the Caribbean now.” together, we would be interested.” the table and drive the business.” IP

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Sanary INTERVIEW Exploring new territory With two more ships due to leave the fleet, Seabourn is reinventing its itineraries, as director of deployment and itinerary planning Timothy Littley tells Susan Parker

t is too early to say where Seabourn Cruise Line’s newbuild will sail on her delivery in mid-2016. All that Timothy Littley is giving away is: “We have some ideas but we really have not delved into the details yet.” What has been very much in focus when it comes to itinerary planning is the departure of the 208-passenger Seabourn Spirit and Seabourn Legend in the first quarter of 2015 (Seabourn Pride having already left for Windstar Cruises this May) and the itineraries going forward. With creativity and a “lot of brainstorming” the brand is continuing to position itself as small, luxury and worldwide. Whether with six or three ships, Littley asserts: “Europe has always been and will remain the centre of Seabourn planning.” ” We are focusing on Although the itineraries will not change much, there will be less capacity in certain extended exploration places. “Going from six to three ships really meant we had to contract our deployment and the bookings have somewhat,” explains Littley, adding: “We are pretty much going to everywhere that we been very strong on have done before but not as much.” This year, for the first time, Seabourn our premier voyage” has operated a season in Antarctica on 450-passenger Seabourn Quest. “It has been a very successful inaugural season for us,” says Littley. “We had great positive feedback. I think we have created a bit of a niche.” That niche The concept has evolved over the last couple A major factor of planning these days is Littley describes as “exploration as opposed of years so that back-to-back ‘collector’ cruises balancing costs such as port and fuel with to expedition,” explaining that it is more of a can be combined to form voyages of between revenue derived in a destination. Whether in luxury product than previously on offer in the 28 and 120 days without repeating content. an Emission Control Area or not, Seabourn is region. “Seabourn really changed the game in Examples include a 35-day Amazon and employing the same ethos to cut fuel costs. “We Antarctica because of its verandahs,” he notes. Brazilian exploration and a 36-day Baltic and are reducing speed and distances, removing The brand is keen to expand this in the coming Atlantic voyage. This November, Seabourn outliers from the itinerary.” But as Littley years, looking beyond to places such as the Sojourn departs Barcelona for Singapore via explains, the extra fuel cost in the Baltic is Northwest Passage, with Robin West employed South Africa on a 116-day voyage. balanced with it being a “very, very compelling as manager of expedition and planning. The feedback for this product has been region where the yields are very, very good.” Wanting to offer all that was possible “phenomenal, especially from our loyal Nevertheless he says: “Cruise destinations with the six ships, as well as focusing on one guests and world cruise guests,” says Littley. need to be alert and wary of the cost of ship in South East Asia, has led to creating “The bookings have been very strong on our getting our ship to the destination, as well itineraries that can be joined together to form premier voyage. Having three ships, this is as the cost of the destination. There are the ‘extended exploration’ brand, which goes essentially what we will be doing. We can still some destinations we will avoid due to live this year. cover so much of the world.” inappropriately high port costs.” IP

29 www.cruiseskagen.dk Skagen Where the two seas and the whole world meet

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TrykannonceMaj2014.indd 1 07-05-2014 12:51:25 INTERVIEW Expanding the brand Expedition ships have added a new dimension to Silversea’s offering, says Michael Pawlus, director of strategic itinerary planning and scheduling

ichael Pawlus may have been in the business for over 25 years but when he talks about destinations, it is as though he just started travelling yesterday. His enthusiasm for the subject is infectious and his knowledge ” We have been amazed far-ranging. He himself has visited over 450 ports over the years but continues to at how much demand add to the list. In June, he will be visiting Newfoundland and St Pierre & Miquelon we have had” for the first time when attending the Cruise Canada New England symposium. One of his current favourites is Nikumaroro Island, a new destination for the line, where aviator Amelia Earhart’s final flight is now thought to have crashed. With Silver Discoverer joining the fleet in April, Silversea Cruises now has three expedition ships and is adding 100 new destinations to its portfolio. Conrad Combrink, director of expedition planning and strategic development, has been taken on for his expertise in this sector. Pawlus says ports have come a long way since he started in the business. “Twenty to 25 years ago they just didn’t get the concept of what people were going to do. Now a lot of ports around the world are more up to par.” More ports are knocking on the door and those seeing neighbours attracting ships are also stepping Silver Discoverer in the Kimberley, Australia up – for example, there are now more ports available in the Great Barrier Reef, Australia. have an idea of where they are going. We itineraries. He comments: “The whole area When planning itineraries, Silversea always exceed their expectations.” suffers because of the situation. People on considers the region first and then looks for Since the first ship, Silver Explorer (then vacation don’t want to take any chances. turnaround ports, he says. “What we are Prince Albert II), came on stream, Pawlus says: What is really unfortunate is that the tour discovering with expedition vessels is that “We have been amazed at how much demand operators that have invested money to attract we can do turnarounds in (for example) we have had. When you look at expedition, the cruise lines and passengers are the ones really Broome or Darwin where there is an numbers are still very small. There is a distinct suffering. It is the same in Egypt.” airport.” In addition, with the expedition market. We have taken on a third ship and our With 2016 itineraries almost complete vessels it is quite common to call at two owner would like to expand that brand.” by mid-2014 and work beginning on those to three ports a day. For instance, on the When it comes to challenges, the political for 2017, he says: “The challenge is: what is two-week cycle on Silver Galapagos in the world is at the top of the list. While the the political future of these places? Whether Galapagos islands, there are 26 landing Black Sea has been up and coming, the it be Egypt or South America, there are sites. “Every day is another adventure for situation in Ukraine has put a negative different things going on. Trying to predict the passenger. When people go on our ships on that map with Batumi, Georgia, is our biggest challenge. How many beds do they do research on the internet first so they replacing Sevastopol and Yalta on this year’s we put in different markets?” IP

31 the city of light ©Nude.

With its year-round sunny climate, cosmopolitan vibe and breathtaking landscapes, there are many reasons why Alicante – the City of Light Tel: +34 966 271 693 – is one of the best-known ports along the Costa Blanca. Discover our wonderful white beaches, rich history and culture, and traditional Spanish [email protected] cuisine, and make Alicante your Spanish cruise destination. www.terminalcrucerosalicante.com INTERVIEW Planning during the crunch times

Chris Allen, Royal Caribbean’s AVP of deployment and itinerary planning, and fleet captain Hernan Zini talk to Lynn Houghton about coping with unexpected itinerary changes Hernan Zini is fleet captain at Royal Caribbean Cruises Ltd.

enior personnel for cruise and Russian armies as they vied for necessary to change a port of call based lines, particularly those control of this strategic peninsula on the on the current situation. The safety and in charge of managing Black Sea. Sevastopol is a port used by security of our guests and crew members itineraries, have their work cruise ships but is also a strategic military is always foremost in our minds.” cut out for them when an and commercial hub and base for the When it comes to sudden and extreme emergency suddenly and unexpectedly Russian Navy and a fleet of submarines. weather changes, it is often the captain occurs. This can take the shape of Yalta, an enormously popular tourist of the cruise vessel who must make that unforeseen political unrest in the destination, has a large number of cruise critical decision on whether to avoid a country where the cruise vessel is calls during the summer months. It was port or take a change of course to avoid scheduled to call, a rise in the crime vitally important that cruise lines make possible disaster. rate or a national strike – or, most the right decision on whether to avoid “The captain must make the ultimate frequently, extreme weather – that these ports or continue as normal. decision,” says Miami-based fleet captain makes it dangerous or even impossible So what does a large operator such Hernan Zini. “He or she is in constant to dock safely. When an event or as Royal Caribbean Cruises Ltd. do to contact with headquarters, which helps series of events is deemed to be life- ensure its ships don’t sail into trouble to provide advice and support on these threatening to crew and passengers, when political upheaval or bad weather decisions. Captains are constantly looking safety is the top priority. A quick hits? Chris Allen says: “We closely ahead for weather issues. This is so they change of itinerary might be the only monitor the situation – whether it be can make safe and conservative decisions viable course of action. hurricanes, strikes, or increase in crime in terms of itineraries. In some cases, a For example, in April 2014, the – for any potential impact on the guest port might decide to close due to severe upheaval in the Ukraine spilled over into experience or our guests’ safety. We try weather conditions and, typically, this is the Crimea. As Russian forces moved in, to avoid modifying itineraries whenever because the weather is very extreme. Most there were clashes between the Ukrainian possible. However, sometimes it is of the time, we find ourselves in situations

33 INTERVIEW Itineraries Photo: National Oceanic and Atmospheric Administration (NOAA) Administration Atmospheric and Oceanic National Photo:

Captains take advantage of many global weather reports to see what potential issues lie ahead

where the port is not closed for regular the National Hurricane Center in Miami, and tracking of hurricanes, typhoons and traffic, but due to the size of our vessels web-based radar mosaics and also weather other severe weather conditions.” plus our own operational limitations and pages from international meteorological With technology and constant margins, we decide we have no choice but services. Reports from around the world monitoring, Royal Caribbean and other to cancel that call.” are now at our fingertips, including media cruise operators take each situation as it Zini adds: “Captains have access to many and weather news organisations and, when comes to make the right economic and resources that help with decisions, such available, subscription-based weather safety decision. It is a continual, delicate as GMDSS weather alerts, reports from services. These can be used for prediction balancing act by all accounts. IP

” We closely monitor the situation for any potential impact on the guest experience or our guests’ safety” Chris Allen

34 Itinerary Planning Special Report INTERVIEW Planning for growth

Crane Gladding, senior VP revenue management and passenger services for Norwegian Cruise Line, gives Lynn Houghton some insights into the line’s itinerary strategy New ships such as Norwegian Getaway create the possibility of fresh itinerary options

leet expansion is high on the variety of shore excursion options for guests Which itineraries are currently proving agenda at Norwegian Cruise Line of all ages.” He adds: “Of course, we also most inspiring to Norwegian’s guests? “As with the surprise announcement take into account guest and crew safety and for some of our most exciting itineraries, in July of two more newbuild fuel efficiency in all itinerary planning.” Hawaii remains extremely popular,” says orders in the Breakaway Plus class. As Norwegian's new ships will be very Gladding. “Visiting four islands and sailing This follows the launch early this year large, what particular issues will these vessels past these islands’ majestic coastlines is an of Norwegian Getaway with Norwegian pose when it comes to port calls? “We incredible experience for our guests. And Escape, the first in the new class, set to look to major homeports with large berths there is so much to do when in port. Guests arrive this October. With the fleet now for our larger ships,” explains Gladding. are spoiled for choice between taking part numbering 12, itineraries are growing in “These ports can support the ship’s size as in a Luau, hiking to the top of a volcano number and variety to match this growth. well as draw a broad range of guests. Our or just relaxing on a beautiful beach.” Finding places for all those ships to go homeports are part of popular itineraries that Looking ahead, he thinks there is great is top of Gladding’s agenda. “One of our include ports of call like Bermuda and other potential in both hemispheres. “Starting upcoming challenges is that, as our fleet islands in the Caribbean. in 2015, Norwegian Epic will be sailing grows, we must continue to find exciting “We offer more exotic itineraries with our year-round from Europe and we’re also ports for our guests to experience,” he says. smaller ships, because they can often reach very excited to return to South America in “We’ve been tackling this issue of finding ports that don’t accommodate the larger winter 2015-2016, as Norwegian Sun will new ports in several ways. First, we’ve been vessels. Many passengers are still firmly be sailing 14-day South American voyages building incredible activities and unique destination focused so these itineraries are between Santiago, Chile and Buenos Aires, venues into the onboard experience so our perfect for those seeking a more varied Argentina, around Cape Horn and the guests will view the ship as a destination experience with a more intimate approach.” Straits of Magellan.” IP itself. Secondly, we’ve been negotiating long-term agreements with ports so we can co-invest in infrastructure. “We’ve also been investing in our own ports, so as to be able to offer a totally unique destination experiences. These ports ” We’ve been include Great Stirrup Cay in the Bahamas negotiating long-term and Harvest Caye in Belize.” When asked about how Norwegian agreements with ports approaches the basics of itinerary planning, Gladding says: “There are many factors so we can co-invest in that we take into consideration in regard to itinerary planning – strong source markets; infrastructure” ensuring we offer interesting and exciting itineraries for our guests; and including a

35 INTERVIEW Picking immersive cruise experiences

Itineraries Lynn Houghton teases out the detail about Azamara Club Cruises’ itinerary planning from Claudius Docekal, head of deployment and destinations

zamara Club Cruises has In addition, every year Azamara Club just two boutique ships, Cruises offers an annual Monaco Formula Azamara Journey and One Grand Prix voyage, which is always Azamara Quest, which both hugely popular. carry a maximum of just Docekal says that the Destination 694 guests. But the operator certainly Immersion concept allows him to ensure punches above its weight as far as offering that each itinerary offers opportunities for a luxury product is concerned. longer stays in port, more overnights and The line’s cruises appeals to guests who night touring. The average cruise docking don’t fit into the ‘dedicated cruiser’ box, time is 9am to 5pm; however, guests of but have a thirst for travel and exploration. Azamara are in port on average from 7am The company has been in the news lately to 10pm, allowing 87% more time to with offers such as extended stays in popular make use of shore excursion possibilities. or unusual destinations, and also its new He notes that many ports (such as St AzAmazing Evenings, which are produced Tropez) come alive at night, offering a ” We visit diverse solely for Azamara Club Cruises passengers different experience than in the daytime. and create a ‘once in a lifetime’ experience. Seasonal changes matter too: “We visit the and unique As Claudius Docekal explains, it is all part best places at the best times of the year, of Azamara’s commitment to its branded being sensitive to seasons and local events ports to widen Destination Immersion itineraries. in order for our guests to experience a the appeal and “Guests of Azamara Journey’s 22 destination at its best,” he says. “We visit December 2014 sailing from Buenos diverse and unique ports to widen the ensure that Aires will celebrate New Year’s Eve in appeal and ensure that all destination Rio de Janeiro with a brilliant view of the interests are catered for. Itineraries feature all destination fireworks while anchored off Copacabana large ports, as well as smaller exotic Beach,” he says. “Meanwhile, guests on ‘marquee’ small-ship ports. As part of this interests are Azamara Quest’s sailing from Singapore we also look to balance the convenience of departing on the same day will enjoy an both tender and docking ports.” catered for” incredible laser show in Hong Kong. On Azamara’s other considerations for Claudius Docekal that voyage with Azamara Quest, there itinerary planning include bunkering (fuel will be a late stay in Kota Kinabalu, cost and availability), ideal ship speed, Borneo on Christmas Day to explore the provisioning, crew rest hours, garbage tropical beaches and orangutan sanctuary, removal ashore, local laws, port fees and and also to take part in jungle trekking in taxes, air gateways, political situations, Kinabalu National Park.” international holidays and average weather Docekal is possibly most excited about the and sea conditions. Quite a daunting cruise line’s Rio Carnival & Argentina Voyage list for any cruise line, but Docekal says departing in February 2015. Guests will have the guest experience is always a primary a chance to enjoy what is arguably the greatest focus. “Itineraries change annually for party on earth, the Carnival in Rio de Janeiro. our operation but are carefully curated They will be picked up from the ship and to appeal to travellers who want to see there will be a shuttle running to and from the famous destinations as well as less- Carnival throughout the evening. travelled ports off the beaten path.” IP

36 Itinerary Planning Special Report DISCOVER MALTA

www.vallettacruiseport.com INTERVIEW Perfect planning Navigator turned itinerary planner Anita Hodson is director of nautical operations and port operations for Crystal Cruises. Itineraries She shares the highlights of her work with Michele Witthaus

odson joined Crystal in I really love maiden calls and making in this challenging role, the need to manage November three years ago, itineraries different.” resources effectively is a defining factor in after 22 years at sea as a In June, Hodson was busy sketching out itinerary planning today. navigator. She has been the 2017-2018 itineraries, which can be “Efficiency is a big play – 25 years ago in her current post at the expected to build on the appeal of voyages people didn’t think about it as much. company for two years. “I feel this is designed around iconic events in ‘bucket Everything is becoming more about the perfect job for me in some ways,” list’ destinations. For example, guests can optimising the itineraries with regard to she remarks. “I got to be a navigator enjoy New Year’s eve in Hong Kong this fuel and port costs or how much garbage is at sea and went to a lot of places and year and in Rio in 2015. going to cost to offload. So-called ‘fees’ in was passage planning on the ship and Upcoming itineraries will also offer the ports are going through the roof. And in got first-hand knowledge. Planning option of extended overnight stays in port, ECAs, low-sulphur fuel is more expensive.” itineraries is a highlight because I really sometimes featuring up to three or four Overnight calls present their own love finding interesting places for us to nights in a destination. Ensuring that each demands, especially longer stays. “With go and making people happy. I get quite port visited offers a selection of interesting overnights we have a lot of grey water, so attached to some itineraries because it is activities for shore excursions is a priority, we have to see how much we have produced quite a creative process. I often pretend says Hodson, but she emphasises that onboard and ask if ports can take our I’m going on the cruise and ask, ‘what independent travellers are just as important waste,” she explains. “Coming into port we would I want?’” to Crystal. “We don’t want to forget those can’t discharge, so we have to look at both Finding new and intriguing places for people who are more comfortable doing garbage and grey water. Not every port is Crystal Serenity and Crystal Symphony to their own thing. Some people don’t even ready to take waste. In Helsinki they take visit is one of the most enjoyable aspects of want to get off the ship. There are two it for free as an incentive, while other ports her role. Hodson says that she often talks trains of thought: to have as many ports as charge a lot of money. Also, bunkering with guests and listens to their suggestions possible and to maximise sea days. I like to fresh water is another cost.” for new ports of call. “I also talk a lot with try and mix it up.” But she admits: “Over Not that any of these challenges stops crew and officers, and ask if there is any the last couple of years we have become Hodson planning calls that may be port that they can recommend from their more port intensive.” affected by these considerations if she home countries or that they have been to It stands to reason that itinerary believes the guests will love them, she on other ships. I have a file and add these and deployment planning has changed hastens to add. “We want to make cruises calls, along with my own research. We are somewhat in the quarter century that as interesting as possible, with as many always looking to have an efficient itinerary Crystal Cruises has been sending people on maiden calls as possible. It’s a juggling act – A to B and something in the middle. luxury cruises. For Hodson, as for her peers to balance that.” IP

” Over the last couple of years we have become more port intensive” Anita Hodson

38 Itinerary Planning Special Report NORTHERN EUROPE Exclusive excursions in Harlingen Harlingen is now welcoming ocean-going cruise ships into its port, and reactions so far have been extremely positive

Captain Ben Lyons was presented with a handmade plaque by the local mayor to celebrate National Geographic Explorer’s arrival

n May 2014, the Dutch harbour city exclusive excursions, including the chance local monuments. Located on the Dutch of Harlingen welcomed National to see a temporary exhibition of artwork by shores of the Wadden Sea – an intertidal Geographic Explorer – its first Dutch artist Rembrandt. Reactions to the zone that forms a shallow body of water ocean-going cruise ship– into its experience were extremely positive. One guest with tidal flats and wetlands, and since port, marking the start of a new said that “Harlingen was a true highlight of 2009 has been declared a UNESCO World initiative that will see many more cruise the entire trip.” Heritage site – Harlingen is also a great vessels specialising in sea voyages join the In August, Harlingen will welcome its place for passengers to see the local wildlife, nearly 60 regular river cruise ships that second cruise vessel, SeaDream Yacht Club’s including fish, birds and seals, and enjoy the call at the port every year. SeaDream 1, and again will offer passengers area’s natural beauty. Crew and passengers on the National the opportunity to go on unique excursions With a long fishing and shipping history, Geographic Explorer were warmly welcomed and see everything that the city has to offer. Harlingen has strong ties with the sea, by locals, who lined the quay to see the vessel Referred to as the undiscovered jewel and ensures its port infrastructure is as it pulled in. Ben Lyons, the ship’s captain, of northern Europe, Harlingen has always maintained to the highest standard. The was presented with a handmade plaque of the been popular with river cruise guests port is easily accessed from the open sea historic city by the local mayor Roel Sluiter. who come to enjoy its charming canals, without the need to pass locks. In 2015, it Meanwhile, passengers and crew were offered listed houses, scenic harbours, bustling plans to offer even better access for cruise a unique opportunity to take part in some restaurants, enchanting shops and over 600 ships when it opens a new quay. IP

39 NORTHERN EUROPE Expanding Ireland’s cruise capital With its diverse range of attractions and excellent transport links, Dublin is well equipped to cater to the growing number Ports Destinations & of cruise passengers that visit its port every year

ublin Port, located in the on a band of traditional Irish musicians to “Cruise Dublin will be the launch pad heart of Ireland’s capital welcome passengers as they disembark from for repositioning Dublin on the cruise city, provides the gateway the large cruise vessels that pull into Ocean itinerary planning agenda as a destination to Europe and has a diverse Pier. Smaller vessels are berthed at East Link that offers traditional appeal for guests range of attractions on offer Bridge in the heart of the city so that guests along with a diverse range of activities which have appealed to cruise guests and may get as close to the centre as possible. centred on the city, Dublin Bay and the cruise line itinerary planners over the Over one million airline seats from North nearby mountains,” says Pat Ward, head of past twenty years. America to Dublin will be available in corporate services. From tours of the Guinness Storehouse 2014. This airlift capacity, coupled with an Coupled with this initiative is the and Trinity College’s The Old Library and extensive range of hotel rooms in the city, company’s structural plan to deal with the Book of Kells Exhibition to shopping in makes it easy for people to travel from far- the new, larger generation of cruise vessels the elegant surroundings of Grafton Street off places direct to Dublin. It takes just 15 coming on stream. Ward advises that and walks through the beautiful glacial minutes to get from the national airport to planning permission has been lodged valley of Glendalough – visitors have no Dublin Port via the dedicated Port Tunnel. for the Alexandra Basin redevelopment shortage of places to see and things to do. This makes the port an attractive option for project, details of which were outlined Alongside excursions to the scenic coastal cruise turnarounds. in the Spring/Summer 2014 edition of villages around Dublin Bay and to the trail Dublin Port recognises the constant need International Cruise & Ferry Review. This of fabulous food in Dublin city, cruise lines to change, develop and innovate in order to will provide cruise facilities for three cruise have a vast range of attractions around remain relevant in the cruise industry and ships measuring up to 350m in length which to build diverse itineraries. continue to enhance its existing relationships to berth in full view of the city, making With excellent public and private transport with cruise companies. In the near future it Dublin Port a world-class destination links, Dublin Port Company can presently will launch ‘Cruise Dublin – Ireland’s Cruise bursting with attractions and hospitality. cater for up to four cruise vessels measuring a Capital’ – a collaboration with Dublin City “Dublin Port Company recognises maximum of 300m in length at any one time. Council, tourism agencies and the private the importance and value of working in The company provides security, pilotage and sector. Its aim is to attract more cruise vessels partnership with cruise companies to ensure towage, as well as customs facilities, anchoring to Dublin by offering a diverse and exciting that both parties’ commercial expectations and bunkering services. Dublin Port also puts range of activities to guests. are met,” says Ward. IP

Large cruise vessels visiting Dublin berth at Ocean Pier

” Cruise Dublin will be the launch pad for repositioning Dublin on the cruise itinerary planning agenda”

40 Itinerary Planning Special Report NORTHERN EUROPE: INTERVIEW Putting Wales on the map More cruise passengers are heading for Wales than ever before. Rebecca Lambert speaks to Suzanne Thomas to find out what Cruise Wales is doing to attract visitors

two-day stopover from initiatives to secure more cruise calls include an exhilarating new attraction in Bethesda Voyages of Discovery’s everything from introducing new shore that is home to Europe’s longest zip wire. Voyager in the port of excursions and catering to non-English Combined with our rich cultural heritage, we Cardiff as part of a tour of speaking passengers to reducing port charges. really do have something for everybody.” the British Isles kicked off Looking ahead to next season, we’ve already Cruise Wales ensures that ships calling what is to be the busiest cruise season yet got a number of new lines interested in at any of the country’s six cruise ports – for Wales. This year, more than 19,500 making Wales part of their itineraries.” Cardiff, Fishguard, Holyhead, Milford cruise passengers are expected to visit With its stunning coastline, medieval Haven, Newport and Swansea – get the the country – representing a 21% rise in castles, national parks and picturesque special treatment they deserve. “We are visitors compared to 2013. Buoyed by villages, Wales offers passengers a huge committed to providing the best possible this success, Cruise Wales – the country’s variety of sights to explore and onshore experience for our guests,” says Thomas. cruise association, supported by the excursions to enjoy, ranging from stately “We organise special events within the Welsh Government – is continuing to do home and art gallery tours to unique dining town for when the ships come in and we everything it can to raise Wales’s profile experiences and cookery classes. “Wales are continuing to work with the local and attract more cruise lines to its shores. has so much to offer,” says Thomas. “We community to support the extra visitors.” “The latest figures are testament to our are always looking to add new activities to Recently, Cruise Wales launched a commitment to putting Wales firmly on the mix to give passengers more choice and programme that saw German-speaking the map and making it a top destination of provide them with lasting memories. For ambassadors greet passengers coming off choice for cruise operators,” says Suzanne example, we’ve just recently introduced an the TUI cruise vessel Mein Schiff – one of Thomas, Cruise Wales manager. “Recent opportunity for passengers to visit Zip World, the biggest cruise ships to berth in North Wales. “The first time Mein Schiff called, the language barrier caused real issues for the German passengers, so we decided to do everything we could to change that,” Thomas explains. “We sought out Wales’s best linguists and they successfully assisted our official tour guides the next time Mein Schiff visited. The response we received from passengers was fantastic and has definitely encouraged us to continue with similar schemes – both for German speakers and other languages too.” Looking ahead, Cruise Wales is also doing what it can to support the local economy and create more jobs for residents. “The maritime industry offers great employment opportunities,” says Thomas. “Through our partnerships with cruise lines and colleges, we’re helping local people to get the required skills to secure jobs.” Ultimately, she acknowledges that in order to be a successful cruise destination, you really have to know the latest wants and needs of the lines and the passengers, and then you have to be able to react. “It’s also about keeping your standards to a high level,” she says. “Destinations have to keep From Milford Haven, passengers can take a day trip to Pembroke Castle moving forwards.” IP

41 NORTHERN EUROPE A Jurassic jewel Portland Port works proactively with local tour operators to showcase the many shore excursions and local Ports Destinations & attractions available nearby

ortland Port, located close to the English Channel, offers itinerary planners a variety of options for half- and full-day excursions, enabling them to maximise the passengers’ time in port. Lying in the sweep of Weymouth Bay, the centre of the Jurassic Coast UNESCO World Heritage Site, Portland is situated in a renowned area of natural and historical beauty. Burrowed within green hills and quintessential English villages, local Portland Port lies in the sweep of Weymouth Bay attractions range from Stonehenge and Bath, both UNESCO World Heritage sites, to transit call is a success. In October 2014, the executives and will make a similar trip to stately homes, castles, country gardens and port will host a networking event to enable Germany later in the year.” award-winning beaches. Portland also offers ground tour operators to meet a variety To ensure a visit to Portland is memorable, Michelin-starred restaurants, pubs selling of local attractions to further develop and volunteers from Weymouth and Portland local ale and fine wine, and the traditional showcase the available shore excursion greet passengers in their native language as English seaside fare of fish and chips. opportunities to cruise lines. In addition, they arrive in the port, while a local town While Portland primarily handles transit the port regularly attends trade fairs and crier welcomes them on the quayside. These calls, it also caters for small ship turnarounds. conferences to promote Portland. volunteers assist passengers throughout their The main cruise berth can handle ships up to “Our success in establishing ourselves stay by providing local information, directing 300m long and has adjacent parking for the in the cruise market over recent years passengers to the complimentary shuttle bus coaches and shuttle buses used during shore has been built on establishing personal service and answering any questions they excursions. In summer 2016, the berth will be relationships with the cruise lines,” may have. Passengers depart the port to extended to cater for ships up to 350m long. says Ian McQuade, general manager of musical entertainment and a three-gun salute Portland works proactively with local business development at Portland Port. from the Nothe Forte Victorian Artillery attractions, ground tour operators and “I will travel to the US this autumn Volunteers, enabling Portland to stand out as various service providers to ensure that each for a series of meetings with cruise line a unique cruise destination. IP

PORTLAND PORT UK WWW.PORTLAND-PORT.CO.UK/CRUISE

A Taste of Quintessential England [email protected]

42 Itinerary Planning Special Report NORTHERN EUROPE: INTERVIEW Attracting operators Laurence Bouchardie, head of development and marketing at the Port of Bordeaux, explains to Rebecca Gibson how the French port works with regional cruise organisations to boost passenger numbers

reating a compelling cruise itinerary can be challenging. Not only do operators need to evaluate the appeal and shore excursion opportunities provided by a particular destination, they must also consider where their ships can be berthed easily and cost-effectively at the corresponding port. Located on the Garonne River in the Gironde department in south-western France, the Port of Bordeaux recognises the importance of effectively marketing its facilities and services to ensure it attracts cruise calls. “When operators are developing a cruise itinerary, they are more likely to look for a group of ports in close proximity, rather than a single port,” says Laurence Bordeaux is the second largest UNESCO World Heritage-classified city in France Bouchardie, head of development and marketing at the port of Bordeaux. the multiple terminals, and the fact that to ensure that operators are aware that the “To capitalise on this, Bordeaux has operators pay the same fees regardless of city has a range of other activities for their become a member of the Atlantic Alliance whether they visit more than one terminal passengers,” says Bouchardie. “Bordeaux is a and Cruise Europe. Both organisations work or stay in port for more than a day, have beautiful 18th century city with lots to see and with their member ports to ensure they can contributed to a rise in cruise calls. do. It is the second largest UNESCO World meet the requirements of the cruise lines “We are starting to welcome more and Heritage-classified city in France, enabling and market their services, facilities and more overnight calls because there is so much cruise passengers to visit sites such as the nearby attractions effectively.” to do and see in Bordeaux,” she says. “This Grand Théâtre or the Place de la Bourse.” Bordeaux also communicates the benefits year, cruise ships will spend more than 70 However, securing cruise visits is only the of its terminals directly to cruise lines. days berthed at our quays, while almost every first step. “Providing a seamless experience “Representatives from Bordeaux attend other ship will stay overnight in the city.” for both operators and passengers when the all of the major industry events – such as According to Bouchardie, the port also has ships arrive is essential,” says Bouchardie. Cruise Shipping Miami – and visit the plans to build a new cruise quay in Pauillac, “Bordeaux’s tourism board provides onboard cruise companies to ensure they have all of in the Medoc region of France. She says: information to passengers via English- the information they need to plan a call at “This would enable us to better segregate speaking guides, while passengers can access one of our terminals,” says Bouchardie. cruise and container ship operations, free wi-fi at the city centre quays. They can “Our pilots’ organisation can provide especially for operators calling at Le Verdon.” also embark on tour buses at the terminal.” companies with tidal information and Renowned as one of the world’s most To help the port improve the services berthing schedules up to two years prolific wine-producing regions, Bordeaux it provides, it obtains feedback from both in advance.” is already a popular destination with many the cruise operators and the passengers. The port has three cruise terminals tourists. However, Bouchardie explains that Bouchardie concludes: “We are very proud including Le Verdon, which caters for cruise the port also needs to ensure it highlights of our Bordeaux terminal ratings. Passengers vessels of any size; Bassens; and Bordeaux the other attractions the city provides for just love our city, its attractions, the views Terminal, which is located in the city centre cruise passengers. and the experience they have when they and can cater for two ships of up to 255m “While many wine lovers would be disembark the ship. Being able to berth in the at the same time. Bouchardie explains that attracted to a cruise in Bordeaux, we need heart of the city is a unique experience.” IP

43 NORTHERN EUROPE Where the waters meet From April 2015, the popular Danish town of Skagen will be able to accommodate cruise ships measuring up to 330m in length Industry bodies

ver since the first ‘tourist’– the many of which are cruise ships en route to onshore experience for both guests and famous fairy tale writer Hans or from Southampton and Dover in the UK, crew members. This involves making more Christian Andersen – visited or travelling between Norway and Sweden, transportation available, creating more tour Skagen in 1859, this small town and out to the Baltic Sea. options, and extending the opening hours for located at the top of Denmark Once operational, Skagen’s new cruise local attractions, shops and restaurants. IP has become an increasingly popular facilities will allow the port to accommodate destination for holiday makers. Since cruise vessels measuring up to 330m long. 1999, it has also attracted a growing The development includes an 11m-deep number of cruise passengers, and basin, an extended port entrance and pier, a once the town’s DKK226 million port 30m apron area and new reception facilities. development project is completed in April To maintain its small town charm and 2015, it will be able to handle the largest avoid congestion, the Port of Skagen will cruise ships in the industry. cap the number of passengers it handles to As Denmark’s northernmost cruise port, 3,500 per day. In addition to upgrading its Skagen is conveniently located where the port facilities, Cruise Skagen, the local cruise Baltic and North Seas meet. Over 100,000 network, is also committed to developing the vessels pass through these waters annually, destination itself to provide the best possible

MEDITERRANEAN Illuminating the city of light Alicante Cruise Terminal’s strategy is helping to boost cruise calls and establish the city as one of the preferred ports on Spain’s east coast

licante, often described as the up its efforts by implementing a new strategy City of Light, is one of the to increase the number of cruise calls it best known cities along the receives. This involves making improvements Costa Blanca on the east coast to its existing facilities and enhancing the of Spain and is becoming an services it provides. One of its main goals is increasingly popular cruise destination. also to become a homeport in the near future. The cruise terminal itself is located right Francesco Balbi, the new director in the city centre, so from the moment of cruise operations at Alicante Cruise passengers disembark they can start to Terminal, is satisfied with the progress that enjoy what’s on offer. With its wonderful the port has made so far – the number white beaches, breathtaking landscapes, of scheduled cruise ships has already fine restaurants and tapas bars, and bustling increased from 35 in 2014 to 47 in 2015. shopping areas, Alicante provides many Looking ahead, the port will continue to opportunities for a restful and fun day trip. focus on offering competitive prices to the Committed to making the city one of the cruise lines, encouraging them to make preferred ports on the east coast of Spain, Alicante part of their itinerary and take full Alicante Cruise Terminal is currently stepping advantage of its terminal facilities. IP The centrally located Alicante Cruise Terminal

44 Itinerary Planning Special Report COMMENTARY Advancing the industry’s joint aims How can ports and cruise line associations work together to serve the sector best? MedCruise president Stavros Hatzakos and secretary general Thanos Pallis outline the key challenges

s a cruise ports’ port members to better understand the MedCruise wants to advance its association, MedCruise views, requests and demands of their clients. collaboration with CLIA, which represents welcomes the work Fortunately, the port industry in the cruise lines around the world, and any relevant of ports’ users to Mediterranean and its adjoining seas has committee that cruise lines put in place. strengthen the association its own structures of association already Indeed, it already encourages collaboration representing them. As with the in place. MedCruise is the platform of our members with cruise line executives in restructuring of the Cruise Lines where ports hosting more than 80% of an effective way that includes their presence International Association (CLIA), the cruise passenger movements and cruise in our general assemblies and several other recent formation of the CLIA global calls in the region can effectively discuss events. At the recent MedCruise general ports committee is a step that we salute. and reflect on what the committee assembly, held in Castellon in May, 120 This move will facilitate interaction representing the other side of the market participants welcomed 10 executives, between cruise lines. It will also help our might produce. including Robert Ashdown, secretary general of CLIA Europe, and Adam Sharp (RCL), the chairman of the Ports & Infrastructure Committee for CLIA Europe, providing unique opportunities for interaction. The positive outcome of the intervention made by the joint CLIA Europe/ MedCruise statement in October 2013, and the move of the European Commission to simplify visa codes for third-country visitors to the Schengen passport-free area, is also indicative of good relations between the two organisations. Thus, we have already started discussions with CLIA in order to detail

”Ports need their distinctive associations, insofar as they are effective, in the same way that cruise lines should have their own” Stavros Hatzakis

45 Enjoy Costa Azahar! www.portcastello.com www.turismodecastellon.com ” We have already started discussions with CLIA in order to detail the desired nature of the relationship between the two organisations” Thanos Pallis

the desired nature of the relationship in the same way that cruise lines should too-costly formats for their membership between the two organisations. have their own. are unnecessary, while they confuse all It is necessary to sound a note of This is particularly true in the case of those involved in cruise. There is, for caution, however: the cruise sector can the Mediterranean and its adjoining seas. instance, no way that a port manager benefit from the emerging structures Collaboration is more effective when will be involved in all levels of CLIA- of the respective associations only once ports proceed in engagement collectively. related organisations (i.e. global, regional, certain conditions are fulfilled. MedCruise is a unique ports’ association national). It is improbable that she or he First, a burden might arise due to the that includes 71 members, representing will attend all associated events. And there willingness of few to see the establishment more than 100 ports and more than 28 is most probably a danger of not being of a rare pattern that is the blurring million cruise passenger movements in able to understand who is speaking with of membership (i.e. ports joining the 20 countries, while several cruise-related an authoritative voice. association that represents cruise lines or companies and agents have joined its At the same time this duplication results vice versa). Associations like CLIA and associate members’ programme. in lack of membership, and national-level MedCruise will be productive only if they For any port to back the association of associations seeking membership in too respect the fundamentals of the market. In its users – or for any cruise line to back many unorthodox ways. each sector there are always the interests of the association representing the ports of Once these conditions are understood those demanding services and the interests the region – just boosts the accounts of and respected by all stakeholders, the of those supplying services. Each side of the respective associations. observed tension produced by the lack the market needs to advocate its interests The other condition is to avoid of clear rules regarding interests and through its respective associations, and duplication of associations’ formats, advocacy will ease, and the respective should continue to do so. currently produced by establishing, associations will go from good to better Clearly, ports need their distinctive beyond a global and a regional branch, for the enefit of the entire cruise sector, associations, insofar as they are effective, additional national branches. These rather than for one industry alone. IP

47 MEDITERRANEAN: INTERVIEW A friendly strategy A group of French ports has invested in a Cruise Friendly Welcome programme. Delphine Beudin, manager cruise development, Ports Destinations & Var Provence Cruise Club/Port of Toulon, talks to Michele Witthaus

he Cruise Friendly Welcome them to have a common vocabulary to be cruise guests following the implementation programme was developed able to make the communication easier – of the Cruise Friendly label in Toulon, in 2013 by the Var Provence which makes a difference. says Beudin. The statistics showing the Cruise Club, which represents “We also ask partners to offer either a economic impact of the scheme are also twelve ports, says Beudin. “It special discount or a complementary gift to very encouraging. Based on the 2013 is a network of local partners such as the cruise guests. So for example, visitors figures, the average passenger spend of shops and leisure providers, who commit receive a postcard when they use the cable €67 while in Var Provence ports represents to deliver the best experience to cruise car, and in the restaurant there is a free a total amount of €26 million in direct visitors, when ashore.” coffee or a drink. We want them to feel passenger expenditure.” Launched in 2013, the Cruise Friendly like someone very special, in line with the Following this promising start, the strategy is based on cooperation between services level often delivered onboard.” programme may be extended in the near a range of local business partners (around She explains that the Cruise Friendly future, she adds. “This has been a test and if 60 so far in Toulon, which pioneered the concept aims first of all to offer a smooth it works well we will spread out to the other scheme). All partners undertake to go the experience to cruise guests and thus make Var Provence ports.” extra mile in their efforts to welcome guests them want to come back – either on a The members of Var Provence Cruise from cruise ships. “Many of our partners are cruise ship or independently – for longer Club are Saint Cyr sur Mer, Sanary- shops, but we also have some museums and stays, and to help smaller ports compete sur-Mer, Bandol, Les Embiez, Toulon/ leisure providers such as the cable car, scenic with their ‘marquee’ rivals: “We will never La Seyne, Porquerolles, Le Lavandou, boats and scenic train, and all of them are be Monte Carlo or the French Riviera. So Cavalaire, Saint-Tropez, Saint-Raphael, committed to deliver the best welcome,” says the best way to differentiate our ports is by Hyeres and Frejus (the latter two having Beudin. “They do this by adapting opening the quality of experience delivered in our joined in 2014). The number of cruise days and hours to fit with cruise schedules, by ports and the Cruise Friendly programme passengers to member ports rose by 12% smiling and being friendly, and by speaking a helps us to do that.” between 2012 and 2013, and by 230% little bit of English. We don’t ask the partners There has been extremely positive between 2008 (the year the Var Provence to be fluent in English but at least we ask feedback from participating partners and Cruise Club was launched) and 2013. IP

A farewell for departing cruise guests in Toulon ” We want each cruise guest to feel like someone very special in our port and destination, in line with the services level often delivered onboard”

48 Itinerary Planning Special Report Zadar, a city with a rich history and culture in the heart of the Adriatic Sea

www.port-authority-zadar.hr MEDITERRANEAN Ready for the big ships The Croatian port of Zadar reached an important milestone in the summer with the opening of its new cruise facility, says Ports Destinations & Emil Bilic, general manager of the city’s Port Authority

The new port facility in Gazenica has 12 berths, five of which are reserved for international ferry and cruise traffic

adar is a 3,000-year-old Croatian city, which is full of historical monuments and cultural heritage, and is also known for its unique urban attractions, including the art/engineering projects Monument to the Sun and Sea Organ. For Zadar Port Authority, the launch of the new port facility at Gazenica in July represents a new era for the Mediterranean city and its surrounding region. Five years Guests can easily visit the Plitvice Lakes, Krka Waterfalls and Kornati Islands National Parks in a day trip after the start of the major infrastructural enhancements, the port can now is very well situated, in between Venice and to encourage ships to homeport in Zadar. accommodate cruise ships of all sizes. The Dubrovnik, so it makes it a competitive port.” “It will be very easy to organise home port port offers 12 berths, seven for local traffic The port, which is located just 3km operations.” The cruise season in Zadar runs and five for international cruise and ferry outside the city centre, is accessible via a from April until October, although there are traffic. The biggest quay is 375m long and direct highway connection. It is within also some winter calls, mainly for small ships. has a 13m draft. Celebrity Equinox was the easy reach of three airports, enabling a high For cruise visitors, getting to the wide first cruise ship call at the new passenger degree of flexibility for cruise transfers. A range of local activities is now easier than port of Gazenica on 11 July. bus service runs frequent shuttles to town ever, with tours and shore excursions to local “We already have more than 2.5 million for cruise passengers and there will also be islands and the region’s five National Parks, domestic passengers a year in Zadar,” says Bilic. a new all-day public bus service in the city. including Plitvice Lakes, Kornati Islands and “Now, with the completion of the new port, “The entrance to the port area is great, with Krka Waterfalls, all manageable on a day trip, we are able to accept the largest cruise ships no congestion,” adds Bilic. says Bilic. “Nothing is too far away because of on the market. We will also relocate domestic Further port extensions, including a new easy access to the highway from the port,” he traffic to this location, so we hope that the city terminal building, will be completed by explains. “The new facilities will be especially centre will be open to some fresh ideas. Zadar 2016 and Bilic says the long-term aim is interesting for repeat guests on the ships.” IP

50 Itinerary Planning Special Report MEDITERRANEAN Gateway to the green land Ongoing developments at the Port of Koper will allow more passengers to experience Slovenia’s natural beauty and explore everything it has to offer

ocated just 200m from the main square of Koper with its cathedral, cafes and restaurants, the Port of Koper in Slovenia provides cruise passengers with a unique opportunity to start exploring the city within minutes of disembarking the vessel. The port also serves as a gateway to the rest of Slovenia: a land of forests, rivers and lakes, castles, picturesque medieval towns, mountains and caves. With such a rich variety of things for passengers to see and do in a relatively small area – all of which can be reached easily by bus – more cruise lines than ever before are choosing to visit this part of the world. Karmen Novarlič from SPIRIT Slovenia – Slovenian Tourist Board explains that the variety of attractions Slovenia has to offer – whether natural, historic, cultural or gastronomic – means that the destination Passengers can explore Koper can cater to all demographics, from families within minutes of disembarking and senior visitors to thrill-seekers looking for adventure. “The feedback from visitors Hapag-Lloyd Cruises, Oceania Cruises, as well the cruise lines is very positive,” she Azamara Club Cruises, Princess Cruises, says. “Koper is still a relatively unknown Celebrity Cruises, P&O Cruises, Saga, destination, but it is continuing to exceed Star Clippers, Sea Cloud Cruises, visitors’ expectations.” Windstar Cruises, Swan Hellenic and Besides its excellent location, the Port of Royal Caribbean International, Koper Koper is also highly rated for its port and has ambitions to become a homeport transportation services, as well as its safety and is already making good progress. standards. Part of an urban revitalisation Recognising the port’s potential, a number project, the cruise terminal was launched of cruise lines have recently expressed following the partial withdrawal of cargo- their interest to participate in a common related activities from the western part of homeport project. the city in 2005. In 2011, Luka Koper – Dragomir Matić, the newly appointed the company that manages the entire port president of Luka Koper, is optimistic area – invested €2 million to dredge and about the cruise terminal’s ongoing renew the quayside. development. “The paperwork for the Koper is currently a transit port and construction of a new terminal building caters for around 55 cruise ship calls is in full swing, including the approval Slovenia – Slovenian Tourist Board, the and some 60,000 passengers per year. A of the architectural design, and I believe local community and municipality, as well highly-rated cruise destination by brands construction work should commence in as agencies and tour operators, is helping to including Thomson Cruises, Silversea 2015,” he says. “I should emphasise how make projects like this a reality. Together, Cruises, Crystal Cruises, Seabourn the excellent cooperation between Luka these partners are helping to ensure the Cruise Line, Regent Seven Seas Cruises, Koper and the public agency SPIRIT long-term success of our port.” IP

51 MEDITERRANEAN The Adriatic connection Cruise operators calling at Trieste Terminal Passeggeri benefit from excellent links to iconic European and Ports Destinations & Mediterranean destinations

Trieste offers passengers a taste of Italy

rieste, the capital of Friuli Venezia Giulia region in northern Italy, offers a Mediterranean climate and is connected to the Italian, Austrian and Slovenian motorway networks, providing easy access to Germany, Hungary, Croatia and Romania. Located in Trieste’s city centre, the cruise terminal is within walking distance of both the bus and railway stations, while the Trieste – Ronchi dei Legionari international airport is less than an hour’s drive away. Most cruise ships can berth at the port’s sheltered main pier, which is 220m long and has a 9.12m draft. Longer vessels can use a secure mooring Basilica, the Roman theatre, the Revoltella post in adverse weather conditions. In 2015, and Sartorio art museums and the Teatro ”Trieste’s cruise the main pier will be increased by 120m. Verdi, one of the oldest operational opera Trieste also offers bunkering facilities houses. Other nearby attractions include the terminal is within and low-sulphur fuel supplies, while Roman port of Aquileia, Collio, Cividale, operators can dispose of waste and unload the Postojna caves and Slovenia’s Lake Bled. walking distance sewage or grey and bilge waters by barge Throughout the year, the Grimaldi or truck. The port has a parking area for Group’s Minoan Line ferries also provide of both the bus cruise passengers, as well as a free shuttle three weekly trips from Trieste’s port at bus service and ground handling facilities. the northernmost point of the Adriatic and railway Visiting cruise guests can explore Sea to the Greek ports of Igoumenitsa and numerous attractions including antique Patras. A summer hydrofoil service enables stations” shops and historic cafés, Miramare Castle, travellers to sail to Istria, Rovinj and Pula San Giusto Castle, the San Silvestro in Croatia, and Piran in Slovenia. IP

52 Itinerary Planning Special Report MEDITERRANEAN A modern port with ancient roots PortCastellón is attracting growing numbers of cruise lines thanks to its convenient location and access to a variety of tourist attractions, says Miguel Rojo, the port’s commercial manager

estled on the Costa Azahar on the east coast of Spain within a short distance of Barcelona, Valencia and Palma de Mallorca, Castellón has long been an important port for merchant shipping in the Western Mediterranean. As part of PortCastellón’s 2012-2017 development plan, there is now a 350m dedicated cruise quay with a draft of 16m that can accommodate the biggest ships cruising the Mediterranean. Since the implementation of measures to boost passenger ship calls in the port, it has begun to find a place on the itineraries of major cruise lines thanks to features such as the warm traditional Guests visit the warm coastal city of Castellón for its historic landmarks and modern culture welcome with regional dances provided for visiting cruise ships, the accessible Club, the Puerto Azahar leisure centre The Camino El Cid passes close to cruise quay and the free shuttle bus and the Gran Casino. The Esplanade Castellón, allowing tourists to follow the services available to guests. features several statues by famous local route of the medieval knight El Cid through This year, Castellón confirmed its sculptor Ripollès. ancient towns with fortresses, castles, towers presence on the cruise map by hosting Guests can explore the city on foot, and churches. Visitors can also follow the Via the 44th MedCruise General Assembly taking in a wealth of local festivities Augusta, the longest Roman road from ancient from 21-25 May. At the assembly, Simon and cultural activities. From modernist Hispania, which extends 930 miles from the Douwes, Holland America Line’s director buildings to fascinating examples of Pyrenees to Cadiz on the Mediterranean. of deployment and itinerary planning, Gothic and Renaissance architecture, For a more modern experience, the told delegates that his line’s maiden there is plenty to see. region’s long history of activity in ceramic call at Castellón in 2014 had been very A short drive inland, visitors can enjoy production continues at the Porcelanosa successful for the line. lush countryside with mineral springs, rivers factory, which now produces a significant Offering a more economical and less and forests. Castellón occupies the second proportion of luxury tiles for worldwide congested berthing experience to cruise most mountainous region in Spain and export. A new shore excursion allows cruise liners than some of the larger marquee ports Penyagolosa Park is a popular destination guests to visit the company’s huge modern further up and down the coast, Castellón is – at 1,813m above sea level it is the highest factory on the outskirts of Castellón and see capitalising on its proximity to a wide range area in the Valencian community. how tiles are made from start to finish. IP of historical locations of interest to cruise tourists, from ancient Roman fortifications to Medieval architecture and unspoiled nature reserves. ” There is now a 350m dedicated The port is situated in the district of El Grao, the maritime area of Castellón, cruise quay with a draft of 16m that which has grown over the centuries from a small fishing village to a bustling modern can accommodate the biggest ships city. Here, cruise visitors can stroll along the Esplanade and explore the Plaza del cruising the Mediterranean” Mar, with its many restaurants and bars, as well as the marina, the Royal Nautical

53 MIDDLE EAST Destination differentiation in Abu Dhabi

Ports Destinations & As Cruise Arabia’s attributes are extended to a global audience, Abu Dhabi has announced plans to develop a beach stopover site on Sir Bani Yas Island

ith uninterrupted Cruise guests will travel to Sir Bani audiences of up to 560 people will be held stretches of soft white Yas Island overnight from Abu Dhabi’s on Emirati culture, heritage, archaeology sand, Sir Bani Yas Zayed Port. When they arrive, they will and conservation in the island’s dedicated Island is one of the gain exclusive access to the resort’s beach conference centre. United Arab Emirate’s and five-star dining and spa facilities Sir Bani Yas Island is also home to one (UAE) largest natural islands and is a at the Desert Islands Resort & Spa, Sir of the region’s largest wildlife reserves – jewel in Abu Dhabi’s tourism portfolio. Bani Yas Al Sahel and Al Yamm Villas by the Arabian Wildlife Park – which has Originally the private game reserve Anantara. Passengers will be able to take more than 10,000 free-roaming animals, of the late Sheikh Zayed Bin Sultan Al part in activities such as walking, cycling, including Arabian oryx, gazelles, giraffes, Nahyan, Sir Bani Yas Island has been horse riding, diving, sailing, kayaking hyenas and cheetahs. Accompanied by developed to epitomise a secluded, luxury and snorkelling. They will also have the expert guides, cruise guests will be able conservation hideaway. It is the flagship opportunity to get involved in the carbon- to go on 4x4 nature and wildlife drives to development in Abu Dhabi’s growing offset mangrove planting conservation see everything that the park has to offer. world-class tourism infrastructure and scheme, and visit the Desert Islands The commission of a design for the new a core component of the Desert Islands Watersports Centre operated by Al Mahara beach facility with amenities for a relaxing multi-experiential destination based 240 Dive Centre. Other options include visits stopover is now underway in partnership kilometres west of the UAE capital. to fully equipped stables and to the UAE’s with Abu Dhabi Ports Company, tourism Responding to rising demand for only discovered Christian monastery, which developers and the local municipality, with diversified passenger shore excursion is open to the public. Specialist lectures for first calls slated for late 2015. IP opportunities from the world’s leading cruise operators, Sir Bani Yas Island has recently been selected as the preferred spot to develop the region’s first dedicated beach stopover destination, exclusively for Abu Dhabi’s growing cruise sector. The beach stopover is expected to be ready for inclusion in operator itineraries for the 2015-2016 winter season, and will boost Abu Dhabi’s cruise credentials with a double-destination stopover on regional Arabian itineraries. A stunning 900m stretch of beachfront has been identified and will provide facilities for dining, sanitation, watersports, and shore-based activities and excursions. Starting with a blank canvas, a beach improvement programme will involve expanding and upgrading the existing beach, and landscaping it to create an idyllic Arabian-themed experience. Ships will berth offshore and tender passengers to a dedicated jetty with direct beach access. When completed, the facility will accommodate 2,000-2,500 passengers on a day trip. Horse riding is just one of the activities in store for passengers visiting Sir Bani Yas Island

54 Itinerary Planning Special Report CANADA & ALASKA Canada calling Small in size, Prince Edward Island is rapidly growing in popularity as cruise operators take advantage of its strategic location, historical attractions and natural beauty

ith a population of just of St Lawrence, the crescent-shaped island and scenic coastal beauty. Numerous shore over 145,000 and a land resembles a cradle and its Mi’kmaq name excursions enable passengers to quickly reach mass of 5,660sqkm, of Abegweit (the land cradled on the waves) local beauty spots, where farm fields meet the Prince Edward Island reflects this. The island offers a rich cultural edge of the ocean and colourful, century-old is Canada’s smallest heritage and a warm hospitality that sets it houses bordered by trees and picket fences line province. Although small, the province apart from other destinations. Known as the streets. Famous as the inspiration for the packs a big punch as a popular tourist the birthplace of Canada, the island offers setting in Anne of Green Gables, which was destination and recently topped polls as the several iconic attractions for visiting cruise authored by Lucy Maud Montgomery and number one island in Continental US and passengers, while most shore excursion published in 1908, Green Gables Heritage Canada. Charlottetown, the island’s capital destinations are situated less than half an hour Place is also a ‘must see’ attraction for millions city, is located 796 nautical miles from the from the cruise terminal in Charlottetown. of the book’s fans and cruise guests. US cruise port of Boston, making it an Many of the island’s attractions have Passengers can also visit an abundance of ideal port of call on any operator’s Canada historical significance, including the local cafés, restaurants and bars located within and New England itineraries. In 2014, the Province House National Historic Site of walking distance of the cruise pier. The dining port expects to handle 68 ships and more Canada. Located next to the modern cruise venues offer a range of local delicacies, such as than 93,000 passengers and 42,000 crew. terminal, the site is where Fathers of the the renowned Malpaque Bay oysters, lobsters Prince Edward Island is one of four Confederation met to discuss the formation and island-blue mussels, as well as handcrafted Atlantic Provinces located on Canada’s east of Canada in 1864. beers. Regardless of the attractions they coast. Nestled between the provinces of One of the biggest draws for cruise visit, cruise passengers will be welcomed by New Brunswick, Nova Scotia, Québec, and passengers and itinerary planners is Prince Prince Edward Island locals who are always Newfoundland and Labrador in the Gulf Edward Island’s unique pastoral landscapes enthusiastic to share their culture. IP

Prince Edward Island’s unique pastoral landscapes and scenic coastal beauty are attractive to both cruise passengers and itinerary planners Photo: Tourism PEI, Paul Baglole Paul PEI, Tourism Photo: Photo: Tourism Emily PEI, O’Brien

55 CANADA AND ALASKA: INTERVIEW Welcoming ways of the St Lawrence

Ports Destinations & Strong partnerships committed to best practice and ongoing development ensure a consistently positive guest experience, Cruise the Saint Lawrence executive director René Trépanier tells Cherie Rowlands

urnaround ports Montréal ships, crew members and passengers, and Québec City, along with according to specific quality criteria,” the smaller yet charming Trépanier explains. “Both the welcome Trois-Rivières that nestles policy and ports’ management tools define between the two, join six the procedures needed to ensure that more Canada-New England stops on services are satisfactory to visitors, with a the Saint Lawrence river to make up view to our ports being accredited in 2016.” nine destinations permanently poised to Cruise facilities, stakeholder welcome cruise calls. partnerships and commitment to ongoing Saguenay with its own fjord, the development also count, as demonstrated spectacular Gaspe Peninsula and the quaint by the CSLA’s two highest-volume archipelago of les Îles de la Madeleine, as members, Québec and Montréal. Testament to the port’s commitment is well as Havre-Saint-Pierre, Baie-Comeau Québec City Tourism works hand in the Cruise Forum it organised in early 2014, and Sept-Îles, showcase their individual hand with the Port of Québec Authorities, the key objective being to ensure that as identities in a variety of ways. CSLA, maritime and port agents, as well the destination grows, it continues to offer “Each port tries to develop a unique as governments and more than 1,000 of the best experience on all levels. “Speakers welcome or farewell event,” says its members. Port facilities also ensure from a number of cruise lines sensitised Trépanier. In Havre-Saint-Pierre local cruise ships are well catered for, Trépanier our community to the needs of growing people toot their car horns and shine explains. “Next to the city walls we have destinations,” says Trépanier. “As a result, flashlights to mark a ship’s departure, two berths with turnaround operations two newly created committees work on while in Trois-Rivières, a local band, that can accommodate up to six ships future strategies, as well as managing the accompanied by residents, sings a farewell simultaneously, while also ensuring the day-to-day operations at busier times, using song, ‘ce n’est qu’un au revoir’ (this is not best experience at operational level. We are the city’s event centre to coordinate and goodbye) as each ship leaves the port. flexible and offer incentives for the summer monitor the traffic. This enables a better Disembarking passengers in Saguenay are months – as well as tailored options that experience for cruise passengers during treated to 50 costumed volunteers from may include services at the terminal – for high-traffic days.” the play The Fabulous who sing, dance and cruise lines that are developing a new Around 140 miles downriver and offer blueberry pies to port arrivals. itinerary or season. supported by Tourism Québec, the Building on individual destination “The Port of Québec has an open and Montréal Cruise Committee, led by the greetings, Cruise the Saint Lawrence proactive approach with cruise lines, is Port of Montréal and Tourism Montreal, (CSLA) has developed Horizon 2016, a sensitive to each line’s specific requirements partners with five local associations standard for achieving the best bienvenue and is willing to make changes for the – Aéroports de Montréal, the Hotel (welcome) in the world. Each port must benefit of both the cruise company and guest Association of Greater Montréal, Montréal meet a set of measures designed to ensure experience. If there is a problem we’ll fix it.” Casino, the Old Montréal Business a professional approach and attention In addition, a newly integrated customer- Development Corporation and the Old Port to guests’ needs, while at the same time driven philosophy forms part of Port of of Montréal – to promote the city as a cruise introducing them to its culture and customs. Québec’s operations, imprinting the CSLA destination. The committee collaborates “Born of a vision shared by the Saint service standard so that all customers sailing with cruise lines to ensure their successful Lawrence ports of call, CSLA’s welcome into Québec are guaranteed a consistently expansion into Montréal, assisting them in policy guides the way we welcome cruise positive experience. developing new pre-and post-cruise tours

56 Itinerary Planning Special Report Photo: MatthieuPhoto: Dupuis

CSLA works with all nine ports on the Saint Lawrence river to guarantee the best passenger experience

and attractive excursions, and training travel Boisvert Etienne Photo: agents. In addition, it helps each cruise line develop personalised marketing strategies and tour products that promote Montréal cruises in a way that increases sales. Italy- based Medov Shipping Agency markets the port to European cruise lines. Visiting cruise vessels benefit from a full-service cruise terminal at Montréal’s non-tidal port, with environmentally friendly facilities and on-site port authority staff dedicated to cruise. Bunkering, garbage removal, dockside oily water pumping by truck or barge, and tugboat services are available. Both sides of the 1,183ft pier customer service and cruise coordinator was major initiatives are underway for Montréal. are available for docking, along with an hired. In addition, a ‘Taxi Day’ was organised Financed by both the Federal and Provincial additional 2,060ft near downtown. in early May 2014 to familiarise taxi drivers governments, shorepower will enable cruise The Port of Montréal has undertaken with the cruise facilities and prepare them for vessels berthing at Alexandra Pier to shut major revamping of its cruise facilities the new season. down their diesel engines and connect to a in the past two to three years, including Québec City and Montréal also have land-based electrical grid. Hydro-Québec has remodelling the outdoor area and new their sights set on the future. An outcome committed to raising the high-tension lines signage for passengers, as well as refurbishing of Québec City’s 2014 Cruise Forum is that at Trois-Rivières West and Longue-Pointe – the indoor facilities and tourism corner. the port is investigating accommodating Île Charron, to meet an aerial clearance of As part of the hosting policy the port and newbuilds, either by adapting the current 52m at chart datum level, with completion Tourism Montréal are implementing, a terminal or building a new facility, while two expected by autumn 2014. IP

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USVI14076_210mmx280mm_Cruise&Ferry.indd 1 8/14/14 10:48 AM AGENCY: JW T/Atlanta SPECS: 4C Page Bleed PUB: Issue 45 CLIENT: USVI TRIM: 210mm x 280mm DATE: August 14, 2014 AD#: USVI-14076 BLEED: Min. 3mm all around HEAD: “THE ONLY DIFFERENCE IS LIVE: 12mm from left & right; EVERY THING.” 7mm top & bottom CARIBBEAN: COMMENTARY Following the lead of the cruise lines There is much to learn from the cruise industry’s continuing ability to extend its global reach and its impact on the Caribbean market

ne of the cruise industry’s new products, and the cruise industry continues greatest benefits has always to offer them through its different brands, such been the movability of as Royal Caribbean International’s skydiving its assets, which has let it simulator and Holland America Line’s onboard maximise the most profitable show kitchen that features celebrity chefs. and passenger-satisfying markets and avoid We work with the Caribbean to do the same – danger like hurricanes and civic unrest. to create new products that become synonymous This tenet remains the same as the industry with their particular brand. St. Maarten’s extends its reach to the global scale, and new bustling cityscape is different than St. Lucia’s lush markets are seeing high yields, demand and landscape, and it is important for destinations ticket pricing as cruising becomes accessible to showcase their uniqueness and history, to give around the world. passengers a reason to visit not just the Caribbean, What does this mean for markets that once but specific destinations throughout the multiple dominated the industry, such as the Caribbean? itineraries. We assist destinations with this by Michele Paige The FCCA focuses on creating win/win scenarios, providing the knowledge and contacts to support and this is one of them. The cruise industry is the constant growth needed. Michele M. Paige, FCCA certainly no less committed to the Caribbean. For example, our 21st annual Cruise president, continuously The Caribbean is still the overwhelming leader Conference & Trade Show will gather over implements proactive, in capacity, and though the percentage of market 100 of our Member Line executives, presidents innovative programmes and share has decreased, passenger calls have increased and CEOs to meet with about 1,000 tourism strengthens ties between because of the cruise lines’ constant drive to build stakeholders. This will present a chance for the cruise lines and destinations new ships. Cruise lines also continue to invest in stakeholders to target cruise line decision makers, the Caribbean, as seen by Carnival Corporation’s with one-on-one meetings and social functions, recent announcement regarding a cruise while also learning important information about destination in Haiti and Norwegian Cruise Line’s the industry, such as its current events, how to port development in Belize. develop and sustain a successful shore excursion, That all bodes well for the Caribbean’s and how to work with the cruise lines to develop current status as a cruise market, but what about a cruise destination. its future? That partly depends on how the If the Caribbean employs the cruise lines’ destinations themselves plan for it. The cruise innovative business model, its opportunities industry shows that having a successful business grow exponentially. It will continue to drive model – such as the Caribbean’s sun, beach and heavy traffic, both new and past passengers, sand – is never simply enough; innovation and from the industry’s predominantly North differentiation are key. Passengers want constantly American market, but it will also source freshly converted cruisers from the global markets. After all, cruisers are historically loyal; they begin to ” The cruise industry shows that sample different cruise products, such as luxury liners, along with multiple destinations. Just having a successful business model as many North American cruisers first sail the Caribbean before taking a Mediterranean cruise, is never simply enough; innovation the Caribbean can attract passengers from across the seas. The cruise industry’s global reach and differentiation are key” offers a chance for destinations to embrace part of the FCCA’s mission statement – to develop productive, bilateral partnerships. IP

59 CARIBBEAN Cruising into the future

Ports Destinations & The Bermuda Tourism Authority has implemented a National Tourism Plan to ensure Bermuda’s past cruising success continues long into the future

ffering a combination outstanding example of the earliest English of physical beauty, urban settlement in the New World’ and a temperate climate, became a UNESCO World Heritage beaches, watersports site. Unlike some other UNESCO sites, activities and a unique St. George’s remains a living, working cultural heritage, Bermuda has long town and is an ideal destination for cruise been considered as one of the world’s operators wanting to offer guests the chance premium cruise destinations. to experience the island’s unique culture, Cruise ships have been sailing to the watersports activities, beaches and other island regularly for more than 100 years, tourist attractions. historically docking at the ports of St. Hamilton, the beating heart and capital George’s and Hamilton. Located in the of the island, offers cruise guests a range of town centre and close to a range of tourist shops, museums, gardens, restaurants and amenities, both St. George’s and Hamilton other notable attractions. Situated at the remain the primary ports of call for small, centre of the island, Hamilton is also the luxury vessels visiting Bermuda. hub of local and international businesses In recent years, larger cruise vessels have and can be easily accessed via the bus and ” Bermuda has long berthed at the Royal Naval Dockyard, ferry. The mix of global sophistication and which has two cruise piers. The Royal local flavour gives Hamilton its unique been considered Naval Dockyard can accommodate the charm and vibrant character. majority of today’s ships and has been The Bermuda Tourism Authority, an as one of the developed into a major cruise port by independent, non-governmental entity, has world’s premium the West End Development Corporation managed St. George’s, Hamilton and the and the Bermuda government. The site island’s other tourist attractions since 2013. cruise destinations now features good public transportation The organisation intends to increase the links, as well as numerous amenities and island’s local economy through tourism and and ships have attractions designed for cruise visitors. ensure the industry is economically, socially St. George’s, which was first inhabited and environmentally sustainable. been calling for in 1609, is a well-preserved colonial town To achieve this aim, the organisation with many stone buildings dating back created The National Tourism Plan in 100 years” to the early 17th century. In addition, 2012, identifying five tourism hubs for the island has many forts, which were development. These include the Town of St. built by the British government during George, the City of Hamilton, South Shore its military and marine campaign in the area beaches, Royal Naval Dockyard and and offer benefits to the operators Atlantic. The majority of the forts are still Offshore Bermuda. Although development of deploying their ships to the island. The standing, including one that dates back to the five hubs will be carried out concurrently, Bermuda Tourism Authority will also 1612, and are used to provide historical St. George’s World Heritage Destination and offer incentives to ensure small, premium re-enactments, weddings and social St. David’s Island remain the top priority. ships make the island, and St George’s in functions for visiting cruise guests. Focusing on the objectives of the particular, a must-visit destination. In 2000, the area known as ‘The National Tourism Plan, the Tourism As most cruise ships berth in Bermuda Historic Town of St. George and Related Authority also aims to partner with cruise for at least one night, while many spend Fortifications’ was designated as ‘an lines to develop winning product offerings two or more nights at the island’s ports,

60 Itinerary Planning Special Report Fort St. Catherine (left) and St. Peters Church (right) on St. George’s Island were designated as UNESCO World Heritage Sites in 2000 the government has approved qualifying considerations will be reviewed for those Bermuda receives very high customer cruise lines to open their casinos in the cruise lines wishing to deploy their smaller ratings among cruise visitors and the evening while in port. Ships docked at the ships to these ports. Bermuda Tourism Authority, and the Royal Naval Dockyard must pay a casino In addition, the government has developed government, is willing and ready to fee, however costs for vessels berthed at St. partnerships with major cruise ports along the partner with like-minded cruise lines, George’s and Hamilton are waived during east coast of the US and aims to broker further to ensure that win-win product offerings the evening, as long as the ship stays at incentives with those ports on behalf of cruise are developed benefiting the cruise line, least one night. The government is also lines interested in deploying ships to Bermuda, travellers and the National Tourism set to relinquish cabin tax, while other in particular to St. George’s and Hamilton. Plan objectives. IP

61 CARIBBEAN Thinking big The British Virgin Islands’ cruise industry has ambitious plans for 2015, including the Ports Destinations & completion of its Cruise Pier Expansion Project

hink big. Big cruise ships, In order to ensure the success of the that is. The global cruise new cruise pier development, the BVI industry is changing, thanks had to get big business involved. History to growing expectations from was made when, for the very first time, cruise passengers today. As the BVI signed berthing agreements with indicated by the Florida-Caribbean Norwegian Cruise Line and Disney Cruise Cruise Association (FCCA) 2013 Cruise Line on 17 January 2014. Collectively, the Industry Overview: “Throughout its agreements mean that the BVI can secure a history, the industry has responded minimum of 425,000 cruise passengers per to vacation desires of its guests and year – a total that far surpasses its annual embraced innovation to develop new average of 350,000. destinations, new ship designs, new and Managing director of the BVI Ports diverse onboard amenities, facilities Authority Claude O. Skelton Cline thinks and services, plus wide-ranging the berthing agreements deliver much more shoreside activities.” than an increased cruise passenger total, The industry’s response also involved though. “The agreements confirm that the the introduction of larger classes of ships, BVI is still a choice destination for cruisers, which carry an average of 4,000 passengers encouraging not one, but two major cruise and crew. These ships were great news for lines to bring over 400,000 passengers to the market, but were a call to action for the BVI’s shores,” he says. the British Virgin Islands (BVI) to step up The BVI is sticking to the principle of its game and build facilities to cater to this the old adage “it takes money to make growing industry. money” to achieve its objectives. This The BVI responded to changing passenger year, on 22 April, the BVI Ports Authority expectations and larger ships with the signed a US$30.7 million contract with the 425,000 anticipated passengers arriving Cruise Pier Expansion Project, which IDL Projects Inc/Meridian Construction from summer 2015 onwards. broke ground in March 2014. The project, Company Joint Venture Ltd to extend, Smith highlighted figures from an which is expected to be completed in the strengthen and widen the cruise pier. FCCA survey where half of the passengers summer of 2015, involves the lengthening, Then, on 30 May, the authority signed a surveyed said they would come back to the widening and strengthening of the cruise US$4.9 million contract with Ports and BVI to vacation on land. This is precisely pier in Road Town and a five-acre landside Marina Services Ltd to cover site enabling the objective of the tourist board, which development that features commercial, and substructure works for the landside is to encourage overnight stays by cruisers retail, entertainment and green spaces. The development, which specifically entails and to establish a year-round cruise pier will be extended from 230m (755ft) the demolition, piling and placement of tourism calendar. to 398m (1,312ft) and widened from 9.9m concrete slabs. “[The FCCA survey] means that for (32ft) to 18.3m (60ft). The cruise pier development will be one every 100 persons to arrive via a cruise The project has also given birth to of the largest projects undertaken by the ship, the BVI can expect at least half to the landside development ‘Tortola Pier Government of the Virgin Islands and the return as overnight visitors,” says Smith. Park: the Gateway to Your Getaway’. BVI Ports Authority, with projected costs of “This means more visitors staying in This development will showcase over 20 approximately US$52 million. our hotels and villas, sampling our local buildings, including the Royal Customs While the costs are high, officials say cuisine at our restaurants and touring our House, Black Swan Tavern and The that the benefits justify the investment. islands in our local taxis. It means more Exchange, which will highlight some of In a statement released in June 2014, money in the hands of our people.” the BVI’s vernacular architecture. The Premier and Minister for Tourism Dr the With a rise in cruise passengers, park will also feature a boardwalk, chapel Honourable D. Orlando Smith emphasised the BVI can expect further economic garden, cricket lawn, swimming pool and the Government’s plans to convert cruise development, not only through higher enhancements to the excursion dock. passengers to overnight visitors, referring to passenger spend, but through an increased

62 Itinerary Planning Special Report BVI’s Expansion Project involves enlarging the cruise pier in Road Town head tax. Currently, cruise lines pay actors, musicians and other artists to help and be creative when they consider what US$7 per passenger, but with the new promote BVI culture. In addition, it has opportunities they can take advantage of. development, lines will have to pay US$15 80,000sqft of retail space available for rent Lastly, through a special purpose vehicle, per passenger. The BVI Ports Authority to anyone who is interested in establishing BVI belongers are also being encouraged says that the development justifies this a business at the park. to participate and invest in the cruise port. increase, as it will allow newer and larger Through the berthing agreements While there are no caps on how much they ships to berth, and it will also boost the signed with Norwegian, Disney and the can invest, there is a minimum spend limit reputation of the BVI as a top Caribbean BVI Ports Authority, local businesses of US$5,000. The SPV offer is categorised cruise destination that continues to attract should receive hospitality training to by Class A, B and C Preference Shares with new visitors. ensure customer service excellence. In annual dividends or returns of 5.75%, 6.75% Aside from economics, the project should addition, the agreements will boost global and 8.45%, respectively. Following the same also improve the overall visitor experience. marketing of the destination, helping to order, preference shares will be redeemed Guests will benefits from access to improved cement the country’s place on the map as automatically after seven, ten and fifteen years. amenities, better hospitality, and an a top destination. The project is underway and work has opportunity to see more of BVI’s cultural The cruise pier development will been progressing steadily. Work on one side traditions and artefacts. The development also create business and investment of the pier must be completed in order to of ancillary businesses will also support the opportunities for BVI belongers (a status host Disney Fantasy on 7 January 2015, cruise pier development. granted to indigenous people and those who while the other side should be ready to host Tortola Pier Park will essentially serve have settled in the islands long term). The Norwegian Breakaway on 29 April 2015. as a shopping and entertainment centre. government expects that more than 200 The overall project is slated for completion It will offer a venue for local artisans, employment opportunities will be created by autumn next year. All things considered, storytellers, mocko jumbies (traditional from the new development. Entrepreneurs 2015 is bringing big opportunities to the stilts walkers), heritage dancers, authors, are being urged to ‘think outside the box’ BVI’s cruise industry. IP

63 CARIBBEAN Movie set magic of St. Vincent and the Grenadines

Ports Destinations & Home to some of the most beautiful, unspoilt coral islands in the Caribbean, St. Vincent and the Grenadines has much to offer cruise tourists

hen Disney chose St. Vincent and the Grenadines as the site for its blockbuster film Pirates of the Caribbean: Curse of the Black Pearl, it was the ultimate proof that the tourism office’s tagline ‘The Caribbean you’re looking for’ is much more than a sales pitch; it is an authentic claim. Disney was seeking out a tropical paradise – somewhere that was unspoiled to the point that it could be used to represent a 17th century West Indies – and, like many visitors travelling to this part of the world, it found it in the 32 islands and cays of St. Vincent and the Grenadines. With its uninhabited islets, pristine beaches and breathtaking landscapes, this part of the Caribbean is proving an increasingly popular destination for holiday- makers, including cruise passengers. Cruise passengers head to St. Vincent and the They say that first impressions count and Grenadines for its pristine beaches, uninhabited visitors arriving in St. Vincent by sea cannot islets and breathtaking landscapes fail to be impressed by the Kingstown Cruise Terminal. The terminal is located at the Port and sights to see – all of which can be reached of Kingstown in St Vincent and was built in in a day trip. Must-see places for cruise 1999 at a cost of US$17.5 million. It has two visitors include Dark View Falls, La Soufriere deep-water berths and its own purpose-built Volcano, the Owia Salt Pond and, just a boat landing stage for cruise passengers arriving trip away, the five uninhabited islets that make by tender. The larger berth to the north up the Tobago Cays Marine Park. can accommodate 120,000gt cruise ships At certain times of the year, visitors can measuring up to 300m in length and the also enjoy some of the archipelago’s historical southern berth can handle 45,000gt vessels and cultural festivities, including Vincy Mas, measuring up to 100m in length. The terminal which takes place over 12 days during June itself has been designed to provide a fitting and July every year. During the busier winter welcome for cruise passengers. It has more season, St Vincent and the Grenadines hosts than 24 boutiques, a food court offering a another unique festival called Nine Mornings, variety of cuisine, a tourist information office, which has been going for the last 100 years restrooms, free wifi internet access, land and and celebrates the nine mornings leading up to water taxis, and tour bus parking. Christmas day. Each morning, the locals get These are just some of the activities Once passengers have disembarked, they up at dawn and make their way to the town or and places that make St. Vincent and the can take to the mainland where there is no village square to sing calypso carols, dance and Grenadines the idyllic Caribbean outpost that shortage of onshore activities to choose from enjoy traditional Vincy Christmas treats. many cruise passengers are looking for. IP

64 Itinerary Planning Special Report

THE BRITISH VIRGIN ISLANDS An unforgettableexperience

Our waterfront is being transformed – welcoming visitors and islanders to enjoy a unique BVI experience

e new cruise pier and landside development at the British Virgin Islands will see a wide range of improved port facilities for the cruise industry, including: · An improved pier – over 70% longer and over 35% wider · Additional mooring dolphins along both sides · A new monolithic deck and enhanced excursion dock · A new terminal building · New landside attractions, including a museum, shops, kiosks, bars, restaurants and a swimming pool