FCCA Second Quarter Cruising Magazine

GoDominicanRepublic.com

Even before you set foot ashore, you realize how truly extraordinary Dominican Republic is. The arrival of the cruise ship to any of the three world-class harbors: Santo Domingo, La Romana or Samaná, is nothing short of spectacular, with views of the impressive mountain landscape, wonderful marine life and other splendid sights as you travel through. Sail to the Dominican Republic. The adventure of your dreams is closer than you think.

GET ACLOSERV I E W

1 2/21/11 6:14 PM

©2011 United States Virgin Islands Department of Tourism.

800.372.USVI

Head toward a cruise destination both you and your passengers will appreciate. The

four ports of the U.S. Virgin Islands offer well-established cruise destinations with newly

renovated and fully appointed facilities. Additionally, St. Croix offers highly efficient

bunkering services. Plus, our white sand beaches, turquoise waters and picturesque towns

offer all the island experiences your passengers are looking for. For more information on

the ports of the U.S. Virgin Islands, visit www.viport.com and www.wico-vi.com.

A GREAT CRUISE STARTS WITH A GREAT PORT.OR FOUR.

FREDERIKSTED

ST. CROIX

CROWN BAYST. THOMAS

WEST INDIAN COMPANYST. THOMAS

GALLOWS BAY DOCK

ST. CROIX

Second Quarter 2011 • Cruising Magazine 5

Micky ArisonChairman & CEOCarnival Corporation

Daniel J. HanrahanPresident & CEOCelebrity Cruises

Karl L. HolzPresidentDisney Cruise Line

Richard E. SassoPresident & CEOMSC Cruises (USA) Inc.

Kevin SheehanFCCA Chairman,CEONorwegian Cruise Line

Stephen A. NielsenVice President,Caribbean & Atlantic Shore OperationsPrincess Cruises

Omari BreakenridgeManager of Communications & Design

Terri CanniciDirector, Special Events

Adam CeseranoSenior Vice President

James KazakoffSenior Director, Event Operations

Jessica LalamaExecutive Assistant

George OrellanaResearch & Membership Coordinator

Justin PaigeCommunications & MarketingAdministrator

Michele M. PaigePresident

31 FCCA’s 17th Annual Gala Brings Together Key Cruise Industry Decision Makers

41 Alaska Cuts Controversial Tax to Regain Lost Cruise Tourism

44 Practice An Ounce Of Prevention: The Importance of Timely Claims Reporting

To Aon’s FCCA Global Tour Operator Liability Insurance Program

17 Where’s the Wow? Cruise lines seek shore excursions that will leave lasting impressions on guests.

23 Spotlight on the Cayman Islands

27 State of the Industry

36 Are We There Yet? Cruise lines are carving out new travel markets around the world.

Cayman Islands

7 President’s Letter

10 Cruise Industry News & Platinum Highlights

47 Faces in the Industry

48 Meetings and GreetingsWith the FCCA

CRUISINGTHE FLORIDA-CARIBBEAN CRUISE ASSOCIATION MAGAZINE

FLORIDA-CARIBBEANCRUISEASSOCIATION Second Quarter 2011

Florida-Caribbean Cruise Association (FCCA)11200 Pines Blvd., Suite 201, Pembroke Pines, FL 33026Phone: (954) 441-8881 • Fax: (954) 441-3171Website: www.f-cca.com • E-mail: [email protected] Magazine © 2011 ~ All Rights Reserved.Reproduction in whole or in part, in any form, electronic or otherwise, without written permission of the FCCA is prohibited.

To subscribe or change your address, please send requeststo [email protected]

The information in this publication is provided "as is." FCCA and its Member Lines disclaim all representations and warranties, expressed or implied, with respect to any information,services, products and materials contained herein. FCCA and its Member Lines will in no event be liable for any damage or losses as a result of your use of this publication.

FCCA Member LinesAIDA Cruises • Azamara Club Cruises • Carnival Cruise Lines • Celebrity Cruises • Costa Cruise Lines • Cunard Line

Disney Cruise Line • Holland America Line • MSC Cruises (USA) Inc. • Norwegian Cruise Line P&O Cruises • Princess Cruises • Royal Caribbean International • Seabourn

FCCA Staff

Departments

Features

SpotlightCover ImageExecutive Committee

Photo credit: Cayman IslandsDepartment of Tourism

“We tend to forget that happiness doesn’t come as

a result of getting something we don’t have, but

rather of recognizing and appreciating what we do

have.” -Frederick Keonig

In times of economic strain, it becomes important to truly

appreciate what we have and to hold onto it. We must con-

stantly foster the business that we do have, and it certainly is

fortunate that we are in the cruise industry, which has proven

its hardiness through numerous hardships, most recently by

actually thriving and improving during the recession.

The cruise industry increased business for destinations,

ports, tour operators and many others throughout a time

when everyone else struggled, and we must be grateful for

what we have, but also prepared to expand and actively attract more business. Perhaps most importantly, we

can see a prime example of how important perseverance is and learn how to exhibit it.

Another good lesson to learn from the cruise industry is that adaptation and flexibility are essential to any good

business plan. And this is just as important in life as it is in business.

A few articles in this edition of Cruising will focus on this curriculum and show how the cruise industry has

benefited from movability into new markets, away from trouble and into the future, while maintaining the

business plan’s foundation of value for passengers.

It will tell how Governor Parnell and Alaska have worked with the cruise industry to regrow cruise tourism;

provide a glimpse into the profile of the current cruise passenger demographic; and give insight into cruising’s

emerging markets.

But we must remember that the cruise industry has persisted through myriad catastrophes, and we know that

it will continue to prosper despite the struggles. We will certainly benefit from its success, and it will give us

plenty to appreciate. In addition to giving us business, it will provide an example of how to do business and

make it easier to expand our companies and lives.

Those lessons are available in this edition of Cruising, so please read through and find something to inspire,

assist or interest you.

May your year move swiftly and come down lightly.

Respectfully yours,

Michele M. Paige

President, FCCA


Michele with Álvaro Uribe, former President ofColombia at the FCCA’s Central American Cruise

Conference in Honduras.

President’s Letter

Aruba Ports Authority Creating New

Opportunities for Cruise Industry

Development, Constructing New

Infrastructure and Expanding Website

Aruba is proud to announce that the

Aruba Ports Authority is ready to begin

the process of investing an estimated US

$35 million to move the current container

port in Oranjestad to their new Multi-

Cargo Sea Terminal at Barcadera. The

relocation of the container port opens up

new possibilities and opportunities to

further develop the island’s cruise indus-

try. The project is estimated to be fully

operational in about one and a half years

from the contract’s start.

Another of the latest government initia-

tives that are currently underway is the

Caribbean’s Longest Linear Park, which

is being constructed along the island’s

south-side and will include: pedestrian

areas and bike paths, restaurant terraces

and outdoor dining, walkways to connect

museums/cultural attractions and outdoor

areas to showcase local Aruban art.

Additionally, Aruba’s website,

www.aruba.com, has been expanded to

include updates for cruise visitors, including

destination wedding opportunities, resort

day passes, special discounts for crew mem-

bers and a welcome back program.

Belize—Mother Nature’s Best Kept

Secret—Has Something for Everyone

As the Caribbean gateway to Central

America, Belize is a tropical paradise that

features a range of thrilling adventures,

authentic cultural experiences, and

unparalleled land and water excursions.

Known as Mother Nature’s Best Kept

Secret, travelers are sure to be spoiled by

Belize’s welcoming spirit and stunning

natural wonders, such as lush jungles, the

second largest barrier reef in the world,

ancient Mayan ruins, pristine beaches,

picturesque cays and the most extensive

cave system in Central America.

Nestled between Guatemala and Mexico,

this English-speaking country offers unfor-

gettable underwater explorations (includ-

ing snorkeling, diving, and deep sea fish-

ing) and daring mainland excursions (such

as zip-lining, cave tubing, and jaguar-spot-

ting trips). So regardless of your prefer-

ence, Belize boasts countless options for

day trips that will make you crave a week-

long Belizean escape. For a full listing of

Belize’s sites, tours, and vacation offerings,

visit www.travelbelize.org.

Chukka’s Historic Falmouth Location

Is a Huge Success

Green Globe Certified Chukka Caribbean

Adventures opened its newest location at

Good Hope Estate near the historical Port

of Falmouth earlier this year.

Chukka at Good Hope serves Royal

Caribbean and all other cruise lines arriv-

ing in Jamaica at the new Port of

Falmouth in Trelawny, one of the oldest

and most significant towns and historic

sites in the Western hemisphere.

Chukka’s investment in the growth of

Falmouth, including employment of

about 120 citizens, has been of large

benefit to the town.

The world-class tours have been very

well received by cruise passengers, with

thousands of Chukka tours sold between

Good Hope, Falmouth, Ocho Rios and

Rosehall Montego Bay.

To learn more about Chukka Caribbean

Adventures and the various tours offered,

visit www.chukkacaribbean.com.

Costa Maya–Home Port of the

Mayans

Do not miss the mysticism of 2012!

Come to Costa Maya and enjoy its natu-

ral beauty, its people, numerous activities

and great Mexican food while learning

more about the fascinating and enigmatic

Mayan culture.

After all, Costa Maya is the closest port

to visit several Mayan ruins and actually

resembles an ancient Mayan city.

In December 2012, the Mayan calendar

ends, and it begins a new cycle of renew-

al. Renew your spirit at Costa Maya!

Contact us: www.puertocostamaya.com

Facebook: CostaMayaMx

Twitter: @costamayamx

10 Cruising Magazine • Second Quarter 2011

Cruise Industry News & Platinum Highlights


Dolphin Cove Offers an Experience of

a Lifetime

Dolphin Cove, Jamaica’s # 1 attraction,

offers the experience of a lifetime—

swimming with beautiful bottlenose dol-

phins in a natural lagoon in the Caribbean

Sea. Guests can choose from two amaz-

ing activities: the Dolphin Encounter,

where guests can become friends with

these gentle creatures in knee high water,

or our ultimate Dolphin Swim, where

guests interact with one dolphin in deep

water; have the opportunity to feel the

thrill of a belly-to-belly ride; and maybe

even get a kiss or two.

Dolphin Cove has three main properties

located in Ocho Rios, Jamaica; Negril,

Jamaica; and West Bay, Grand Cayman.

Each park is surrounded by lush tropical

jungle and has natural lagoons located in

the warm Caribbean Sea and a friendly,

relaxed environment that will make any

visit unforgettable.

H.H.V. Whitchurch Grounds Its

Family Roots In Dominica’s Cruise

Industry

Acting as port agents and tour operators

for the numerous cruise lines calling to

Dominica, H.H.V. Whitchurch has pio-

neered cruise business in Dominica,

being founded in 1910 by Herbert Harry

Vivian Whitchurch, who went into busi-

ness as a commission, insurance, automo-

bile and ships agent and owned dealer-

ships in dry goods, groceries and fuel.

After Whitchurch’s death in 1946, the

company was passed on to one of his

daughters, who had married into the Aird

family, which still owns and manages the

private limited liability company today.

Though the portfolio has expanded greatly

since this transition, the company’s roots

still remain the same and help the compa-

ny continue its excellent customer ser-

vice, understanding of Dominica and

desire to help the country and its people.

Today, their multi-faceted portfolio

ranges from cruise ship agents, shore

excursions, shipping, duty-free shopping,

insurance, travel agency, money trans-

fers, etc., while operating alongside sister

companies Ground Handlers Limited and

Millennium Ventures Incorporated.

Dominican Republic Renews Its

Efforts in Cruise Development

As part of the strategies established by

the Minister of Tourism, Francisco Javier

Garcia, Cruise Director Orfila Salazar

recently visited the city of Miami. While

in Miami, Salazar met with executives

from various cruise lines and the FCCA

in order to provide them with updates and

news about the state of the cruise indus-

try in the Dominican Republic.

Participants who met with Salazar

offered recommendations for improve-

ment and expressed their satisfaction

with the creation of the Cruise

Department of the Ministry of Tourism

and the success of the cruise arrival oper-

ations in such a short time, especially at

the Samaná Port. In addition to sharing

Dominican Republic cruise develop-

ments, Salazar thanked the cruise line

executives for their high regard of

Dominican ports and the country’s rich

tourism assets that are delighting cruise

ship passengers.

Guadeloupe to Receive Calls from

Royal Caribbean

After holding a successful homeport

operation for Costa Cruises for 18 years,

the Guadeloupe Islands has received

more business with an inter-porting

agreement with Royal Caribbean

International.

During the winter of 2012/2013, the

Brilliance of the Seas will add the

Guadeloupe Islands as a new port for 23

calls. Pointe-à-Pitre will also be used for

partial turns for guests from France.

According to Josette Borel-Lincertin,

President of The Guadeloupe Islands

Tourist Board, “It’s a very important

issue for our Islands to host a ship from

Royal Caribbean International for partial

turns, and we believe it’s the beginning of

a successful story.”

It follows a strong marketing effort by the

Port Authority of Guadeloupe and the

Guadeloupe Islands Tourism Board, with

assistance by Florida-based adviser MAC

Maritime.

This led to a visit last year by a Florida-

Caribbean Cruise Association delegation

hosted by the Guadeloupe Port Authority

and the Guadeloupe Islands Tourist Board.

Honduras Honing Cruise Tourism

Growth

For the past several years, the Island of

Roatan has been one of the fastest grow-

ing cruise destinations in the Caribbean.

With two cruise ports—Port of Roatan &

Mahogany Bay—Roatan will surpass 1

million passengers in 2011.


In a joint effort with the island’s local

government authorities and its private

sector, the Honduras Tourism Board is in

the process of implementing projects

focused on the improvement of local com-

munity livelihoods through economic

development, conservation and enhance-

ment of natural resources in a way that

adds value to the destination, accommo-

dating and supporting the rapid growth it

is experiencing while passing some of the

growth’s benefits to the citizens.

The destination is also working towards

employment programs headed by the

FCCA and the Free Stay Caribbean pro-

gram for those who would like to return to

the island for an extended vacation.

For more information, contact Mario

Aguirre: 305-461-0611 or honduras-

[email protected]

Margaritaville—Much More than a

Restaurant

On the beautiful Island of Cozumel, on

and over the turquoise crystal-clear

Caribbean waters of Mexico, you will

find one of Jimmy’s best locations yet!

Get onboard for a stunning view, the best

food, amazing cocktails and great snorke-

ling and swimming right from the deck.

And not just that! Margaritaville

Cozumel now has the only free water

park on the island!

There are three cruise terminals. If you

dock at Punta Langosta, it is 300 yards to

the led of the pier (south); if you dock at

the Mexico International Terminal or

Puerta Maya pier, it is 2 miles north.

If you own a boat or rent one, you can

step into your Margarita paradise straight

from the sea!

Margaritaville Cozumel Restaurant is the

place to be.

Martinique: An Incredible Diversity

In addition to its ubiquitous French flair,

Martinique stuns its visitors with its

incredible diversity, which is reflected in

every aspect of its heritage.

Regarding its physical features, the island

is endowed with an extraordinary biodi-

versity of over 3000 species of plants,

herbs and trees. It is indeed the paradise

of nature lovers, bird watchers, and hik-

ers due to its amazing contrasts ranging

from mountains, hills, rain forests and

breathtaking waterfalls to plains, man-

groves, valleys, etc. In less than three

miles as the crow flies, the rainfall can

drop from more than 320 inches to less

than 50 inches. Martinique’s coastline

offers a real festival of colors, from pitch-

black to white sand beaches.

In terms of intangible heritage, dozens of

rhythms and dances are found here,

which can be explained by a magic syn-

cretism brought about by African, Carib,

French and European influences. That

diversity is also wonderfully expressed in

our cuisine.

No wonder Martinique was named “Top

Caribbean Destination for Delectable

Dining of the Year 2009” by Caribbean

Travel + Life Magazine and “Top Caribbean

Destination” by About.com in 2010.

Saint Lucia Unveils Our Planet Centre

Saint Lucia recently unveiled a new state-

of-the-art and first-of-its-kind visitor

attraction, Our Planet Centre, designed to

tap into visitors’ environmental conserva-

tion interest in a fun, educational and inter-

active way. Opened June 2011, the multi-

million dollar Our Planet Centre exhibits

on-island conservation programs, as well

as technologically advanced exhibits, such

as the largest mirror-sphere in the world,

producing a giant kaleidoscopic display

for video screening; a hologram recorded

specifically for Saint Lucia by Prince

Charles; multiple touch screen displays; a

simulation hurricane room; as well as a

“NASA Room” designed specifically by

the NASA team to stream weather infor-

mation, including tracking earthquakes

and hurricanes. Our Planet Centre is

based on Castries Dock in the top two

floors of La Place, easily accessible to

cruise ship visitors, and all proceeds from

Our Planet will go to on-island environ-

mental projects.

St. Vincent & the Grenadines

Launches New Tourism Logo

A new St. Vincent & the Grenadines

(SVG) tourism logo was recently

launched at the Arnos Vale Sporting

Complex, St. Vincent. The new logo

encompasses the national colors, and the

iconic shape of a seagull’s wings forms

the “V” in St. Vincent.

The new logo symbolizes SVG as a multi-

dimensional experience for visitors. They

are free as an all-pervasive bird, with 32




islands & cays to explore, each with its own

character. The seagull is in flight, connoting

the freedom to experience and explore all

the destination has to offer.

“Our 32 islands not only offer guests an

incredible variety of experiences, but

they do so with their own unique flavor

and beauty – from the black sand beach-

es of St. Vincent to the multi-hued blues

of the waters surrounding the Tobago

Cays,” said Hon. Saboto Caesar, Minister

of Tourism for SVG. “For eco-tourists,

those interested in aquatic pastimes, wed-

dings and even those who just want to

getaway and relax, SVG offers both

quantity and quality. Our new brand iden-

tity is one of the many ways in which we

will convey just how unique our country

really has emerged.”

Bermello Ajamil & Partners, Inc.

Selected As Architectural Consultant

for Terminals 2, 19, 21 And 26 at Port

Everglades

Bermello Ajamil & Partners, Inc. has

been selected by Port Everglades to revi-

talize Cruise Terminals 2, 19, 21, and 26

to accommodate the current needs of the

Port, Carnival Corporation and Customs

and Border Protection (CBP). Once com-

pleted, these terminals will provide

improved security screening for passen-

gers and baggage, new check-in and pas-

senger waiting areas, concourse improve-

ments, and an improved ground trans-

portation area, as well as new exterior

canopies that are designed to provide

shelter for passengers loading and

unloading at curbside. Bermello Ajamil

& Partners, Inc. is providing architectural

design, planning and construction admin-

istration services.

Bermello Ajamil & Partners, Inc. has

worked extensively with Carnival

Corporation and its brand personnel on this

project, as well as the successful delivery

of several other cruise terminals.

Carnival's Port Canaveral embarka-

tion team earns top honors for the

sixth time in 13 years

Port Canaveral has once again earned top

honors in the company's annual guest

comment card survey, which ranks

embarkation personnel from the lines' 12

year-round homeports in a variety of ser-

vice- and process-related categories.

This marks the sixth time that Carnival's

Port Canaveral team has earned the

award in the past 13 years.

Under the direction of Guest Logistics

Manager Maritza Ferry, the 135-member

team was recognized for their outstand-

ing professionalism, enthusiasm, and

friendliness while assisting guests

embarking on the two Carnival ships that

sail from Port Canaveral year-round.

Carnival is the largest cruise operator

from Port Canaveral, with the 2,052-pas-

senger Carnival Sensation offering three-

and four-day Bahamas cruises and the

3,646-passenger Carnival Dream sailing

seven-day Caribbean departures.

“For Port Canaveral to be named

Carnival's 'Embarkation Port of the Year'

six times in 13 years is a testament to the

commitment to superior service of this

hard-working group and the spirit of

cooperation that exists between our guest

logistics team and the port's operations

personnel,” said Milly Martin, senior

director of guest logistics for Carnival

Cruise Lines. “Congratulations to

Maritza and the entire Port Canaveral

team for this well-deserved honor.”

Port of Houston Cruise Terminal

Ready to Serve

Passenger comfort and travel-friendly

amenities abound at the Port of Houston

Authority’s gleaming Bayport Cruise

Terminal. Featuring the most modern

facilities, the terminal on Galveston

Bay’s western shores is near fine restau-

rants and hotels and has easy access to

Houston’s major airports.

Arriving passengers find parking imme-

diately adjacent the terminal. Covered

walkways connect to bus and private pas-

senger drop-offs and taxi stands. Once

inside the roomy 96,000-square-foot

building, passengers get a first-rate expe-

rience. The design allows cheery natural

light in, and ample security stations

reduce wait times while overhead plasma

screens display important passenger

information.

The state-of-the-art cruise terminal has

been tested, too. The facility was pressed

into service after Hurricane Ike, when it

was tapped as the temporary home for

two Carnival Cruise Lines ships for

almost two months. The terminal easily

proved up to the task.

Port of Progreso, Gateway to the

Mayan World


The Port is strategically located in the

Yucatan Peninsula, which offers plenty of

fun and services to make your stay a

unique experience. It is your starting point

to the Mayan World, a major attraction for

visitors in search of nature, folklore and a

culinary experience.

Progreso’s cruise terminal specializes in

cruise ships and ferries, covers 13.6 acres,

has two docks and the capacity to serve

two fourth-generation mega cruise ships

simultaneously. The north and south piers

are 984 feet long, with a 30-foot draft, and

also have a 590-foot long, 23-foot draft

dock to receive ferries.

The passenger terminal has immigration

offices, stores, bars, pool, playing area,

duty-free shop, public telephone service,

drinking water supply for the ships,

ecological treatment for organic-inorgan-

ic-dangerous waste, anti-fire system,

bunker, car rental, mooring, and continu-

ous free transportation for passengers and

crew, terminal-city-terminal.

JAXPORT Cruise Terminal: Home

Port for the Carnival Fascination

Carnival Cruise Lines offers passenger

cruise service from Jacksonville, Florida

to the Bahamas aboard the 2,052-passen-

ger Carnival Fascination.

The ship offers four-day cruises to

Freeport and Nassau and five-day cruises

to Half Moon Cay/Key West and Nassau.

All cruises sail from the temporary JAX-

PORT Cruise Terminal, located in North

Jacksonville, and passengers are served

by an award-winning embarkation team.

More than 173,000 passengers sailed on

cruises departing from JAXPORT in

2010, and Carnival and its customers con-

sistently give JAXPORT high marks for

quality assurance and customer service.

Each voyage averaged 112 percent occu-

pancy. JAXPORT’s passengers are also

able to take advantage of the terminal’s

proximity to world-class golf, beaches

and historic sites.

JAXPORT recently welcomed the terminal’s

one-millionth cruise passenger, and 2011 is

shaping up as another successful year.

Puerto de Guaymas Ready to Receive

Passengers

Puerto de Guaymas, the destination of the

Sea of Cortez, is ready to welcome

tourists from all over the world with a

new state-of-the-art cruise international

center featuring a Santa Fe style.

The international cruise center of Puerto

de Guaymas has magnificent facilities,

including 16 commercial shops, and it

offers regional arts, like Sonora Tribe´s

Artisans and the famous Cortez Pearls.

This marvelous place on earth, at the

depths of the sea, offers the most beauti-

ful marine fauna, exotic flora and beauti-

ful sunsets in the world.

Port of Los Angeles’s Upgrades,

Renovations and Innovations

Over the last year, the Port of Los Angeles

has spent millions of dollars upgrading the

World Cruise Center. Improvements

include glass-enclosed gangways and a

remodel of the cruise terminal that includes

new audio/video systems, seating and a

reconfiguration of the parking lot for easier

access and departure.

Additionally, the Port has installed a one-

megawatt solar panel installation atop the

World Cruise Center and recently became

the first port in the world to provide shore-

side electric power (Alternative Maritime

Power) to three separate cruise lines.

Carnival Breeze to Sail from Miami

Beginning in 2012

The Port of Miami is looking forward to

welcoming Carnival Cruise Lines’

newest ship, the Carnival Breeze, in the

fall of 2012, with itineraries featuring

year-round, six- and eight-day cruises to

Caribbean destinations.

The 3,690-passenger Carnival Breeze

will be the sixth Carnival ship homeported

in Miami. Collectively, these vessels are

expected to carry roughly one million

guests annually – the most of any

Carnival homeport.

“We are thrilled that Carnival’s newest

ship is joining our fleet,” said Bill

Johnson, Director of the Port of Miami.

“The Carnival Breeze adds to an already

distinguished fleet that includes some of

the most modern and exciting ships on

the seas today.”

Carnival, which invented modern day

cruising 40 years ago in Miami, is head-

quartered there and is the largest line

operating from the port.



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the 5 sides of paradisethe 5 sides of paradise

Guadeloupe Islands Tourist Board (European Offi ce)

23/25, rue du Champ de l’Alouette - 75013 ParisTél. : +33 (0)1 40 62 99 07 - Fax : +33 (0)1 40 62 99 08

E-mail : [email protected]

www.lesilesdeguadeloupe.com

Twist down a mountain on a bob-

sled. Soar through the canopy on

a zip line. Plunge into the

turquoise ocean and run across the

white sand beaches on horseback.

Swim with stingrays or dolphins while

taking in the scenery.

“Those are some shore excursions

that have the ‘wow’ factor,” says

Amilcar Cascais, vice president of

tour operations for Carnival Cruise

Lines and chairman of FCCA’s

Shore Excursion Committee. “They

are unique in the Caribbean. They

let you experience destinations in

exciting and new ways. If you want

to do them again, you have to go

back to the destination.”

The “wow” factor is what cruise plan-

ners are looking for as they pinpoint

attractions and develop shore excur-

sions that hold appeal for large numbers

of diverse cruise passengers.

The task can be daunting in a seemingly

homogenous region such as the palm-

studded Caribbean, but homing in on

popular excursions is well worth the

effort for lines that develop creative,

unusual land programs with an indis-

putable “wow” factor.

But what is “wow,” and where do you

find it? The best place for cruise lines to

look is the most obvious—among the

people with whom they work.

“Ask the crew,” advises Larry Stauffer,

manager of port adventures for Disney

Cruise Line. “Then get out there and see

what’s happening in your operation.”

For Cascais, “Our onboard managers

are my eyes. They speak to the tour

operators, test new excursions, and

provide feedback to us.”

“If you really want to wow visitors,

give them something interesting and

unique that your destination has to

offer,” tells Joanne Salzedo, director of

land operations, Norwegian Cruise

Line. She advises to appeal to features

that are truly different and destination-

specific instead of creating cookie-cut-

ter tours that are meant to appeal to the

masses and take the destination’s

role/allure out of the tour.

Rather, she believes that small, intimate

tours provide much more of this “wow”

factor for the family and friends who

partake in them and then continue to

talk about and relive their adventures

onboard and back at home. This lasting

experience not only serves as a positive

for a specific tour; it acts as publicity

for the destination.

“Wow” tours tend to be tailor made, not

“one size fits all,” so it’s essential to

know your audience. As cruise demo-

graphics change, so do the sorts of tours

that lines market to passengers.

Where’sthe Wow?


By Jeffrey Laign

Cruise lines seek shore excursions that will leave lasting impressions on guests.


The geriatric snoozer in a deck chair no

longer typifies the average cruiser.

He’s been replaced by active seniors,

younger couples with kids and multi-

generational families. The task for

cruise lines is to come up with excur-

sions that appeal to a variety of inter-

ests, tastes and activity levels. The

“wow” factor, in other words.

Patrick Schneider, director of shore

explorations, Royal Caribbean Cruises

Ltd., stresses appealing to this wide

range of demographics: “The tour

offerings that leave the most lasting

impact are the ones that resonate the

best, which is completely dependent on

the type of guest you are talking about.

It could be a simple sightseeing tour if

the guest is interested in history; a hik-

ing tour for naturalists; or a cooking

tour for foodies; some are looking for

animal encounters; others seek adven-

ture; and some just want to take

pictures from scenic viewpoints. The

one constant is that the tour has to know

its market and whom they have on their

tour. Above all, a guest must be fully

engaged and entertained.”

Schneider also addresses the destina-

tion’s role in providing the “wow” fac-

tor and giving the best experience in

the destination and the best chance to

return passengers as stay-over guests:

“From a cruise ship guest perspective,

the WOW factor is something that

happens when they walk off the gang-

way. If they are greeted by screaming

taxi drivers hustling them for a fare,

their first impression will taint their

trip; if they are greeted by tourist repre-

sentatives that are smiling and offering

them assistance, they will have a better

experience.”

And he echoes the importance of pro-

viding this wowing experience for

bringing guests back and providing

publicity: “The tours that show off a

beautiful, safe destination, and one

where they find people friendly, will

determine if they want to come back.

The wow factor does not just have

guests coming back as stay-overs; it

provides an exponential equation. You

have the guests that think it is a great

place and might return for vacation, but

more importantly and profitably, they

tell their friends that aren’t cruisers

about it. As the destination continually

receives good feedback from the

guests, the travel agents notice. Then

they start booking more vacations

there, and then they also start booking

more cruises that go there, which starts

to draw more calls to the destination.”

Memorable shore excursions come in a

variety of packages, but they should all

endeavor to make a lasting impression,

planners say. Excursions should offer

cruisers an opportunity to pursue a

favorite interest or activity in a different

setting, try something new, satisfy a

lifelong curiosity, encounter nature,

reach a higher level of intellectual or

spiritual growth and even indulge in

fantasies.

Adventure ToursOne of the best-selling excursions in

the Caribbean allows guests to experi-

ence first-hand what the America’s Cup

12 Metre Regatta is like while sailing

onboard a multi-million dollar sail boat.

Along with providing an action-filled

tour and a chance to see a professional

crew in action and even grind a winch

or trim a sail yourself, it supplies a

memory that will never fade.

At the new Mahogany Bay Cruise

Center on the Honduran island of

Roatan, just getting from the ship to the

beach is an adventure. Passengers are

strapped into the Magical Flying Beach

Chair for a six-minute ride across nearly

1,200 feet of suspended cables,

enjoying lush views until they reach

the shore.

Nature EncountersAs consumers go “green,” many look

for activities that get them closer to

nature. Jungle treks, glacier walks and

dolphin encounters make for popular

excursions.

On Grand Turk, Carnival Cruise Lines’

“Dolphin Swim, Stingray Interaction and

Turtle Farm” excursion introduces par-

ticipants to a trio of fascinating creatures.

“Families especially gravitate to that

sort of tour,” Cascais says. “They create

lifetime family memories. People come

back to the ships saying, ‘Wow, that

was fantastic!’”

Cultural AttractionsWith its new Falmouth Cruise

Terminal, Royal Caribbean is looking

to market the Jamaican port as the

“Colonial Williamsburg of the

Caribbean,” replete with golden beach-

es, Georgian architecture, lush gardens,

historic tours, and a “village” of unique

boutiques and cozy restaurants.

Unique ExperiencesYou’ve always wanted to spend an

afternoon zipping over hill and dale on

an all-terrain vehicle or slicing up a bay

on a wave runner. But let’s face it;

you’re never going to shell out the cash

to buy a toy like that back home. Cruise

passengers can try out a sporty vehicle

on a shore excursion. If they’re not into

horsepower, they can check out the

horses. Several lines offer unforgettable

horseback excursions along picturesque

beaches. Best of all, you don’t have to

take the horse home with you.

Sporting ChancesThose who choose the right cruise

itinerary can golf at some of the most

famous courses in the world. Or they

can get their game on beneath the

waves with a scuba, snuba or snorkel-

ing excursion.

Tasty TreksShore excursions provide an appetiz-

ing opportunity to discover local

cuisines and culinary traditions. Food,

folklore and fun comprise Celebrity

Cruises’ “Caribbean Cooks” tour in San

Juan. Hungry participants can also

enjoy the “Culinary Delights of

Curacao Workshop.”

Exclusive ExcursionsAs cruise travelers become more

sophisticated, many are looking for a

shore excursion component they can

tag as “exclusive.” Holland America

Line offers the Signature Collection for

independent touring in private vehicles

and the Medallion Collection for elite

activities. Other lines create custom,

private tours for guests looking for a

unique experience.

“Sometimes the destinations them-

selves are as marketable as the excur-

sions offered in a port,” Cascais says.

“The Panama Canal, for example, is a

‘wow’ experience.”

So is the Yucatan’s ancient Mayan city

of Chichen Itza. “It’s one of the won-

ders of the world, and no cruiser to the

Mexican Riviera should miss it,” shares

Cascais.

But many destinations may be sitting

on a gold mine and not know it.

Planners’ advice to tourist boards and

tour operators is to take stock of what

you have and make the most of it.

“You don’t have to have a Chichen Itza

to have a ‘wow’ shore excursion,”

Cascais says. “You just have to be a

good story teller—and every destina-

tion has a good story to tell. Determine

what is indigenous and unique to your

destination. Then tell your story to

cruise passengers. Make them say,

‘What an experience! Wow!’”


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WELCOME TO A PEOPLE, A PLACE AND AN APPROACH TO LIFE THAT ARE AS UNIQUE AS THEY ARE UNIVERSAL.TO LIFE THAT ARE AS UNIQUE AS THEY ARE UNIVERSAL.

Voted the top travel destination in

the Caribbean by TripAdvisor’s

travelers, the Cayman Islands

promises an escape like no other. World

renowned for its beautiful beaches,

stunning underwater scenery, amazing

attractions, and distinctive charm, the

Cayman Islands offers all the ingredi-

ents for the perfect day.

Activities On landGuests need look no further than the

vibrant port capital of George Town,

where they can wander through the

Caymanian craft fair and bustling

streets and experience Caymanian cul-

ture at the Cayman Islands National

Museum and the National Gallery.

Visitors can also head to nearby sophis-

ticated and cosmopolitan Camana Bay

for world-class shopping, live music,

and delicious food. Lilly Pulitzer,

Island Company, Frosted Robin

Cupcakes, and Caribbean-fusion

restaurant Ortanique by celebrated

Miami Chef Cindy Hutson are among

the boutiques and restaurants that call

Camana Bay home.

For visitors looking to lounge on a

beach and enjoy the Caribbean sun and

sand, the white sand and turquoise

waters of Seven Mile Beach are fre-

quently recognized as the best in the

Caribbean. Enjoy a relaxed lunch at

Hemingway’s or an indulgent afternoon

at Silver Rain, a La Prairie Spa at The

Ritz-Carlton, Grand Cayman.

For those inspired to explore the island,

guests can swim with the stingrays,

horseback ride along a sun-drenched

coast, sail around the island on

Cayman’s famous pirate ship, the Jolly

Roger, catch a bird’s eye view of the

island by helicopter, or meander

through the picturesque Queen

Elizabeth II Botanic Park.

Traverse the island to delve into the

past and discover the birthplace of

democracy in the Cayman Islands, his-

toric home Pedro St James, which

offers striking ocean views for miles.

Or explore 750 acres of untouched for-

est, along the Mastic Trail, some of the

last remaining examples of the

Caribbean’s dry, subtropical, semi-

deciduous dry overgrowth. The Queen

Elizabeth II Botanic Park boasts some

of the Caribbean’s most beautiful

grounds, with a colored floral garden, a

woodland trail, an orchid path, and the

Blue Iguana habitat, home to the endan-

gered Blue Iguana. The Blue Iguana

Recovery Program was founded to

bring back the Blue Iguana from the

brink of extinction. Today, guests can

join a Blue Iguana Safari at 11AM daily

to learn about these creatures and the

initiatives that are being undertaken to

save them.

For a more active beachside visit,

guests can spend the day at Rum Point,

a peaceful retreat across the island,

where cocktails and watersports

abound.

The Cayman Islands is not just a desti-

nation of beauty and history for adults;

it is also a dream playground for chil-

dren of all ages. Families will have

amazing experiences touring the

Cayman Turtle Farm, where they will

see turtles in every stage of growth,

swimming with tropical fish at the

Boatswain’s snorkel Lagoon, admiring

birds from across the Caribbean in the

Caribbean Aviary, and studying the

sharks and barracudas in Predator’s

Reef. Seven Mile Beach, with its pris-

tine waters, promises entertainment for


Spotlight on the Cayman Islands

Information and images provided by: Cayman Islands Department of Tourism

the whole family with a variety of

watersports, from snorkeling to kayak-

ing. For the more adventurous, Stingray

City, where visitors can swim, feed, and

even kiss a stingray, is always a

favorite.

Families will also enjoy following in

the footsteps of the National

Geographic Hands-On Explorer

Challenge, an annual children’s com-

petition whose winners enjoy an amaz-

ing field trip to explore the world won-

ders of the wild. In 2011, children from

across the United States delved deeply

into Cayman’s natural culture, with

amazing experiences that are unique to

the Cayman Islands, including subma-

rine tours through the vast coral

canyons and brilliant tropical fish of

Cayman’s National Marine Park at 100

feet, snorkeling trips to some of the

island’s top sites, introductions to the

rare Blue Iguana at the Queen

Elizabeth II Botanic Park, and visits to

Stingray City. These experiences are

now available for your family to enjoy

on your own.

WatersportsDeemed the birthplace of Scuba div-

ing, the meticulously preserved natural

wonders of the Cayman Islands evoke

a sense of awe in leisure explorers as

well as active adventurers. Strict envi-

ronmental regulations have maintained

a pristine playground for diving,

snorkeling, sailing, and kayaking,

while bringing guests in contact with

extraordinary wildlife.

As seen by all the world, Cayman’s

newest diving and snorkeling site, the

ex-USS Kittiwake, was sunk off the

coast of Seven Mile Beach in January

2011, after seven years in planning.

Kittiwake attracts divers from around

the world to explore the former subma-

rine rescue ship inside and out and dis-

cover the critters that now call the

wreck home. Other dive highlights

include Big Tunnels, Tarpon Alley, Big

Pinnacle, and Mermaid Point.

Those looking to learn how to dive can

take a resort course at any number of

resorts along scenic Seven Mile Beach.

Guests will also enjoy snorkeling in

clear Caribbean waters, kite boarding

and parasailing along Grand Cayman’s

breezy coast, as well as paddleboard-

ing, kayaking and sailing.

DiningGrand Cayman is widely considered

the culinary capital of the Caribbean.

An eclectic array of fine culinary

options abound with more than 150

restaurants, allowing visitors to choose

from chic, five-star dining or a more

casual venue on the beach, from tradi-

tional Caymanian seafood and

Caribbean fare to Thai, Italian, and

New World cuisine. Gourmets will love

the farm-to-table fare at Michael’s

Genuine Food & Drink by Miami-

based Chef Michael Schwartz, the

casual atmosphere at island favorite

Calypso Grill, the delicious Italian at

the Caribbean Club’s sophisticated

restaurant Luca, and Miss Vivine’s

home-style Caymanian dining.

Internationally renowned Chef Eric

Ripert offers the epicurean Blue by Eric

Ripert at The Ritz-Carlton, Grand

Cayman, while Pappagallo’s and Rum

Point Restaurant promises a casual and

family-friendly vibe.

If you are looking to enjoy a tropical

drink on the water edge, the Cracked

Conch is the place to be. For a chic

cocktail, Osetra Bay is an intimate and

sophisticated scene on a quiet bay, while

Tiki Beach offers a lively venue conve-

niently located on Seven Mile Beach.

Local favorite Calico Jack’s is the per-

fect choice for a cool drink paired with

a beautiful day on the beach.

With sandy white beaches, swaying

palm trees that beckon visitors to

relax, and an average year-round

temperature of 82°F, the Cayman

Islands is an irresistible stop on your

Caribbean cruise escape. To learn

more and book your Cayman Islands

trip, visit www.caymankind.com.


The annual “State of the Industry” panel at this year’sCruise Shipping Miami in Miami Beach did not tellall good news. The economic woes, soaring gas

prices and looming ECA regulations all present problems,but the panel reminded us that the cruise industry continuedto be profitable in the recent recession and can expect toperpetuate this success and turn some light on in the not sobright future.

This is possible because the cruise industry benefits fromhaving a movable commodity; has multiple untapped andlucrative markets to penetrate (along with a growing mainmarket); is able to easily enter the best markets because oftheir movability; constantly improves its products (ships,infrastructure, ports, etc.); and continues to offer unrivaledvalue for passengers, despite rising operational costs.

“Moveable assets have helped us survive,” told DanHanrahan, CEO of Celebrity Cruises.

This feature allows the lines to avoid civil unrest, e.g. Egyptand Libya, and natural disaster. But perhaps its greatest assetis the ability to move to the most profitable markets. The cur-rent new market that is drawing the most attention is Europe.As said by Pierfrancesco Vago, worldwide CEO of MSCCruises, “The Old World is the New World for cruising.”

European capacity will rise 23 percent this year. Europe is thefastest growing cruise market globally, as seen by its 163 per-cent increase of passengers in the past decade.

“Our current level of five million European cruisers wasachieved in North America in 1997, so in many ways we cansay that Europe is becoming the new Caribbean as a destina-tion of choice,” said Vago, who also tells of the extra traveltime that the European demographic has, with 34 vacationdays, opposed to the average of 9 days in America.

Other markets on the upswing include Australia and SouthAmerica. Asia also presents a growth market with largepotential, as do Africa and the Middle East. And Alaska isregaining ships since instituting legislation to reduce theirhead tax. The industry has become more global since emergingfrom the recession and could be better for the wear.

Kevin Sheehan, CEO of Norwegian Cruise Line and FCCAchairman, surmised it well when he said, “It’s not just aboutwhat you can do, but where you can do it.”

Adam Goldstein, president and CEO of Royal CaribbeanInternational, also shed some light on the importance thatglobalization is having on the industry—of the cruise indus-try’s advantage of being able to source the international fieldfrom afar and of the necessity for the authorities of the up andcoming cruise destinations to improve their infrastructureand prepare themselves for the arrival of the new fleet ofships that have recently come into the market or will soonmake their way.

As Vago also pointed out, the public perception is starting toimprove abroad, as seen in the European market: “In Europe,


Port of Miami


the perception that cruising is expensive and only for old people has changed.”

It is hard to think cruising does not offer immense value,which continues despite growing costs and is one of the fea-tures that has always attracted passengers. Jan Swartz, exec-utive vice president of sales, marketing and customer servicefor Princess Cruises and Cunard Line and marketing com-mittee chairwoman for CLIA, reminded us of this when shepointed out that cruising can offer up to a 40-50 percent sav-ings over land-based vacations.

Gerry Cahill, CEO of Carnival Cruise Line, also stressed theimportance of value when sharing that this was the reason whythe cruise industry was able to survive during the recession.“Consumers changed quickly and…went totally to value.”

When focusing on this aspect, Cahill told how the lines areable to allocate operational costs to maintain passengers’value, despite rising costs, when he said, “Customers willcontinue to focus on value. We have not cut back on ourproduct, but have reallocated our marketing spending, andautomation has helped us reduce our operating expenses.”

And this is why in a time of turmoil, cruise lines were actu-ally able to advance. As Swartz highlighted, “We upgradedour product at a time when people least expected it.”

Luckily, much potential growth is still possible over the 15million that cruised last year; the American market still pre-sents plenty of room for future cruisers over the 3.1 percentof the American population that cruised during 2010. Thereis already a projected increase of 6.5 percent total passengergrowth for this year.

There is also a large market of Baby Boomers, who have a lotof wealth, are living longer and better and are likely to travelwith their time and wealth. Stein Kruse, president and CEOof Holland America Line referred to this crucial demographicwhen he said that cruising’s “best days are ahead.”

Another growing market is that of first-time cruisers (whichsaw an increase this year with ticket prices anywhere from10-15 percent lower than 2010) and additional drive-to ports.Cahill revealed the upside of the downturned prices for 2011:“The lower pricing had a silver lining: we were able to intro-duce new people to cruising.”

And Swartz focused on the importance of this market, shar-ing that first-time cruisers are loyal to cruising by citing astudy from the global market research firm TNS, whichreported that cruise passengers have the highest commitmentto their chosen form of travel, compared to consumers of anyother product or service.

The appeal of cruising to various markets because of itsvalue and numerous types of travel and options of onboardamenities helps account for the over 100 percent berth occupancy (based on double occupancy capacity figures factored in with additional berths).

Though ship orders have started to slow (which should begood for the industry as cabin prices slowly increase), therehas been a large influx of feature-rich ships over the yearsthat are sailing the seas or being finished in the yard. AsRichard Sasso, president and CEO of MSC Cruises USA,shared, 118 new ships have been built over the last 10 years,with an average of 7.4% annual growth in passengers.Hanrahan likened these ships to floating travel cities whendiscussing the new technology and incredible facilitiesonboard—apropos when considering the boardwalks, gar-dens, bowling alleys, ice skating rinks, etc. In addition to thenew and future builds, many lines have revived and recreat-ed other ships in their fleets through renovation.

Besides making the onboard experience as appealing, excit-ing and/or relaxing as possible, cruise lines have also workedto improve passengers’ land-stay, and many new opportuni-ties are open now that the industry is more global.

Additionally, the ports are able to change with the times andaccommodate growth for the cruise industry, which greatlyhelps the cruise industry, especially during tough times. Agood example of this is Port Canaveral’s millions of dollarsin expenditures to make room for the new Disney Dream andthe $42 million loan signed in December to develop a newcruise terminal and cargo facilities in a time when manyother companies had to scale business back.

These are just a few ways how and reasons why the cruiseindustry will continue to thrive in even the toughest circum-stances. The industry has shown its resiliency in the hardestof times—from the Iranian revolution and oil crisis of the1980’s to 9/11 and soaring gas prices—and has proven that itis a safe bet to get through even the most trying hardships.The industry will find a way to navigate around the loomingthreats of rising gas prices and ECA regulations.

This is mostly because of the demand that the industry creates by offering multiple destinations for a better valuethan land-stay vacations onboard a number of new andupdated feature-rich ships, and its movability allows forescaping potential trouble and penetrating new markets,which have grown even more lucrative and popular. Even thecurrent successful market comes with an expected 6.5 per-cent increase of passenger growth and presents a significantportion of people who have yet to cruise, along with manypotential markets, like Baby Boomers. Indeed, Mr. Krusewas right; cruising’s best days are ahead.

Be one with awestruck. Be one with lush rainforests. Be one with this Hemisphere’s largest barrier reef. As one of the last unspoiled places on earth, you’ll feel an intimate connection to authentic experiences in Belize. All this just a two-hour flight from the U.S., in the only English-speaking country of Central America. Call 800-624-0686 or visit TravelBelize.org/fcca. And just be, in Belize.

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For the 17th straight year, decision makers from theCaribbean and Latin America gathered with the cruiseindustry’s top-level executives, presidents and CEO’s

for the cruise industry’s signature social event: The AnnualFCCA Gala Dinner, held on March 17 at the Miami BeachConvention Center.

The event once again brought tourism and government offi-cials, industry suppliers and private stakeholders together withcruise executives for this unique event (part social gathering,part networking session), which continued to provide guestswith opportunities to dine and interact with the industry’sdecision makers.

This year’s Gala, co-sponsored by Port Everglades and thePort of Miami, featured a new venue, but a familiar one—theMiami Beach Convention Center, also the home of the CruiseShipping Miami conference, which was in session during theweek leading up to the event.

The Gala featured all of the elements that have established thegathering as the cruise industry’s premier social event. Guestsenjoyed a lively, extended cocktail reception that ran one hourand a half and allowed for the attendees to mix and minglewhile talking business or pleasure with the prominent crowd.There was also a silent art auction prior to dinner, where guestscould bid on 100 pieces of art donated by Park West Galleries.

The auction raised over $25,000, with the proceeds to bedonated to the FCCA Foundation, a nonprofit, charitableorganization founded in 1993 to fund Caribbean and LatinAmerican humanitarian projects. Each year, the Foundationprovides a mechanism through which the cruise industry supports various humanitarian causes. The Foundation hasbenefited hundreds of thousands of citizens, providing morethan $3 million for charities and humanitarian causesthroughout the two regions.

In one of these philanthropic projects, the Holiday GiftProject program, the FCCA partners with Caribbean andLatin American destinations each year to provide gifts to over

7,000 children living in foster homes and institutions. Thegifts are delivered aboard FCCA Member Line vessels call-ing at the destinations, and the children also enjoy a holidayparty in their honor.

As always, the event of the evening was the FCCA GalaDinner Extravaganza. Here, attendees took their seats, whichthey had purchased beforehand when selecting a cruise exec-utive, president or CEO of their choice, as these were thetable hosts for the night, available for hours of conversationwith attendees about their companies and industry.

As usual, the Gala was synonymous with first-class cuisine.Dinner started with jumbo lump crabmeat, marinated cucum-ber, Campari tomato, Haricot Vert Mustard Vinaigrette andAnnatto Oil. The entrée consisted of toasted, lightly breadedchicken breast stuffed with roasted peppers, spinach, andsmoked mozzarella, along with roasted cream, jumbo aspara-gus and orange cauliflower. Dessert featured a Caribbean trioof banana-coconut crunch, rum-grilled pineapple with mintand guava cheese cake. A vegetarian fare was also available.

“The annual Gala is the cruise industry’s premier social gath-ering, but it is really so much more than that,” said MichelePaige, president of FCCA. “The Gala is a unique forum forthe exchange of ideas and information, which is crucial toour mutual growth and success in these challenging times.”

Gala attendees confirmed that the event not only provided anentertaining and enjoyable evening, but it also was invaluablein terms of connecting with key stakeholders. Participants ofthis event had a chance to establish relationships or reac-quaint themselves with some of the industry’s most promi-nent decision makers. The Gala is designed to let the partici-pants and the executives, presidents and CEO’s forge or foster worthwhile business relationships, learn about theinner-workings or latest trends of the industry, collaboratewith to cultivate ideas or get feet in the door, all while enjoy-ing good food, conversation, cocktails and art. And benefit-ting a cause as great as the FCCA Foundation is alwaysimportant enough in itself.


FCCA’s 17th Annual Gala

Brings Together Key Cruise Industry Decision Makers


2011 FCCA Foundation �


� Gala Dinner Extravaganza

Bring It On! We Can Handle It.

For information contact Ricky W. Kunz, Vice President Origination

713-670-2400 | www.portofhouston.com

Not that long ago, a cruise

vacation for many Americans

consisted of carved coconuts

and piña coladas under a palm tree.

Today the Caribbean remains a favorite

destination for the North American

market, but just as many sophisticated

cruisers are choosing exotic locales

once considered all but unreachable.

How are cruise lines bringing the

“boom” back to the Caribbean Basin?

They’re carving out new markets from

which to mine Caribbean cruisers.

“Brazilians. Costa Ricans. Panamanians.

The southern Caribbean works very

well for the Latin American market,”

says John Tercek, vice president of

commercial development for Royal

Caribbean Cruises Ltd.

At the same time, lines are identifying

emerging markets around the globe,

introducing increasingly adventurous

North Americans to dream destinations

and novice local explorers to the

pleasures of cruising.

Like mass media, cruising has become

a global industry, and the implications

for lines are enormous.

“When certain countries become more

prosperous, they have certain needs to

fulfill before they think about vaca-

tions,” says Giora Israel, senior vice

president for port and destination

development at Carnival Corp. & plc.

“The first thing the Chinese do is buy a

washing machine, and then maybe a

TV. Only after they have taken care of

those other needs do they begin to think

about travel.”

A lot of folks in a lot of countries are

thinking about travel now, and cruise

ships are pulling into ports all over the

world, more than ready to provide it.

Asia/PacificAlthough it comprises only a fraction

of the world cruise market, the

Asia/Pacific region is growing by leaps

and bounds. Last year, by industry esti-

mates, Asian cruise passenger numbers

rose by 40 percent, to 1.5 million.

Princess Cruises deploys ships in Asia,

and Costa Cruises moved in a few years

ago to tap the potentially huge Chinese

consumer travel market. Costa home

ports on the China mainland and offers

a number of itineraries, including

Japan-Korea. Now it has opened a

Hong Kong to Taiwan route as well.

“This new measure will reinforce Hong


Are We There Yet?Cruise lines are carving out newtravel markets around the world.

By Jeffrey Laign

MSC Musica in Venice.

Kong’s position as a regional cruise

hub,” says Margaret Fong, Hong Kong

commissioner for tourism.

Disney Cruise Line also has indicated

that it might make sense to test Asian

waters. Disney, for example, could

offer land-sea vacations with Hong

Kong Disneyland or Shanghai

Disneyland, which is in planning

stages.

Carnival, meanwhile, is getting in on

the action next fall when it bases

Carnival Spirit in Sydney to operate a

schedule of eight- to 12-day Australia

voyages to the Pacific Islands.

South AmericaFor Tercek, “Latin America is more of a

front-burner market. There is an emerg-

ing middle-class market in many coun-

tries in South America, and we are

doing a very good job of finding those

customers and delivering to them.”

South America also works, he says,

because the continent is closer to already

established cruising zones, enabling

cruise ships to work more effectively.

In addition, as Holland America Line

and others have noted, South America

is of growing interest to North

American cruisers. Especially popular,

says Tercek, is the coast of Argentina.

And, as Israel says, Brazil is expanding

exponentially. “There were always some

cruises here, but as the economy has

improved, cruising has expanded. This

winter there are 20 cruise ships in South

America, serving mostly South Americans.

Ten years ago there were only five.”

Africa/Middle EastDubai is another cruise-driven hot spot.

“Costa was the first cruise line to home

port in Dubai, beginning in 2006,” says

Maurice Zarmati, Costa’s president and

CEO. “We’ve increased our capacity

there year after year, and we’ve seen

competitors follow suit.”

Tunisia also opened up in recent

months, a highlight of Disney’s eastern

Mediterranean itineraries. Political

unrest in Tunisia, Egypt, Jordan and

other regional countries has disrupted

those routes for now, but the area will

stabilize and continue to grow, Tercek

thinks.

In the meantime, he notes, cruise lines

can adjust to geo-political trends by re-

routing ships, something that resorts

and other land-based attractions are

unable to do.

EuropeIn the so-called glory days of cruising,

roughly the 1930s through the 1950s, a

cruise ship was the only way to get to

Europe. These days travelers are choosing

cruises as the best way to see the continent.

“European cruising isn’t just doing

well, it’s doing phenomenally well,”

notes Rick Sasso, president of MSC

Cruises USA, whose company is rapidly

expanding in Europe.

The Mediterranean—branded by some

analysts as the “new Caribbean”—long

has been of interest to cruisers, espe-

cially those with an appreciation of his-

tory and culture.

“But the Baltics region has become a

hot destination for many Americans in

recent years,” says Israel. “It’s one of

the most exciting cruise products we

have. In seven days you can see things


Costa Deliziosa naming ceremony at the official opening of the Dubai Cruise terminal.

Royal Caribbean calls at Falmouth Harbour, Jamaica.

you won’t see anywhere else, from

Helsinki to St. Petersburg.”

CaribbeanThe islands may have lost just a bit of

their glimmer for cruisers who have

“been there and done that.” But the

FCCA Shore Excursions Committee,

chaired by Amilcar Cascais, vice presi-

dent, tour operations, Carnival Cruise

Lines, is working with the destinations

for a number of ways to polish the

brass, including developing new attrac-

tions and updating infrastructure. The

cruise lines’ efforts to improve this

infrastructure don’t just benefit the

lines’ interests and their passengers;

they increase the offerings and capabil-

ities of the destinations, allowing them

to grow as tourism destinations and

providing a substantial economic

increase.

The 10,000-square-foot Grand Turk

Cruise Center, for example, opened in

the Turks and Caicos Islands in 2006

and included a 13-acre Welcome Center

with shops, restaurants, and an expan-

sive recreation area. Carnival, which

created this $50 million development,

reported that the inaugural season far

exceeded expectations, with 136 cruise

ship calls and 295,000 passengers.

On the southwest coast of Roatan,

another project of Carnival Corp., in

conjunction with Roatan businessman

Jerry Hynds—the new Mahogany Bay

Cruise Center—features a two-berth

terminal and a 20-acre area providing

shopping and transportation for tours.

The new facility is expected to see 200

annual ship calls and more than

500,000 passengers.

And Jamaica’s new Falmouth Cruise

Terminal is setting up an array of attrac-

tive features: sun-kissed beaches,

Georgian architectures, blooming gardens

and a “village” of boutique shops and

restaurants. This joint project of Royal

Caribbean and Jamaica will bring mega-

ship capabilities and passenger loads,

most notably the 5,400 passengers aboard

the Oasis of the Seas during its Western

Caribbean itinerary, to Falmouth. But the

infrastructure developments will not only

serve the cruise passengers; the improve-

ments are expected to attract visitors of all

sorts, along with locals, and help

Falmouth become a tourism hot spot.

Royal Caribbean President Adam

Goldstein shares, “As far as I know, our

Falmouth project has been the largest

infrastructure development project in

the Caribbean basin in recent years.”

Eventually, the United States will lift a

half-century-long ban on leisure travel

to Cuba. We’ll then likely see yet

another Caribbean boom. As Royal

Caribbean President Adam Goldstein

puts it: “We know there is great enthu-

siasm amongst travel agents and con-

sumers about the prospect of visiting

Cuba on a cruise.”

In the meantime, cruise executives say

that they’ll continue to develop markets

around the globe, identifying destina-

tions that appeal not only to savvy

North Americans, but also to first-time

cruisers in other lands.

The world has grown smaller in recent

decades, thanks, in large part, to cruis-

ing. Today you can cruise to exotic

lands once considered unreachable. On

the other hand, as the French would say,

the more things change, the more they

stay the same. After all these years,

cruising still is the best way for every-one to see the world.


Cunard’s newest ocean liner, Queen Elizabeth, arriving in Sydney Harbour following her larger sister, Queen Mary 2.

Book your clients’ cruises through the Port of Los Angeles and smooth sailing is guaranteed. They’ll enjoy all of the sights and attractions that L.A. has to offer, from the beaches to Hollywood. And you’ll enjoy a wide selection of premium cruise operators and brand-name hotels to create the ideal vacation package. Plus, there’s easy freeway access and terminal facilities designed for effortless embarking and disembarking. Cruising through Los Angeles has never been easier!

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In 2006, Alaskan voters supported

a tax bill that was imposed on

cruise ships. The law included a

$46 per passenger head tax, a corpo-

rate income tax a 33% tax on gam-

bling income, an additional $4 per

passenger for a state-employed Ocean

Ranger to cruise onboard ships to

“observe health, safety and wastewa-

ter treatment and discharge opera-

tions onboard the ships while in

Alaskan waters,”

The corporate tax compelled the cruise

lines to file a lawsuit against the legali-

ty of the legislation, as it singled out the

cruise lines, and the lines argued that a

corporate tax cannot target just one

industry.

As the lines began to have trouble

charging a competitive fare because of

the increase in costs, and the demand

started to dry up in 2008 in the wake of

a downturned economy, the cruise

industry had no other option than

beginning to pull out ships in favor of

more profitable markets.

Alaska saw an overall decrease in 2010

of more than 10% of cruise capacity

from 2009, with a loss of more than $25

million of revenue in Juneau alone, as

lines like Carnival, Royal Caribbean,

Norwegian Cruise Line, Princess and

Holland America began to reposition

their ships serving Alaska.

A further decline came in the past

2011 season, with a loss of three more

ships and about 142,000 passengers

over the season.

The lines cited the growing taxes and

regulation when deciding to pull their

ships, saying that Alaska had become a

less profitable place to operate and that

they could make more money

elsewhere, thus reminding destinations

that no place is irreplaceable and that

cruise lines will go where it is the most

fiscally viable.

The decrease in cruise tourism and fear

of a further fall and possible total col-

lapse was quite a damper on an Alaskan

economy reliant on tourism, a major

industry that represents $3.4 billion and

40,000 jobs.

Governor Parnell was aware of the

impact, and he began to enact legisla-

tion to lower the taxes after meeting

with cruise line representatives at this

year’s Cruise Shipping Miami. Upon

submitting the first amended legisla-

tion, Parnell said, “Alaska’s tourism

head tax structure must be modified to

grow our Alaska businesses...

Declining visitor numbers and dollars

have been felt throughout the state. We

must do more to make Alaska a more

affordable destination for travelers and

create jobs for Alaskans.”

The tax cut—approved by the Alaskan

Senate on April 14th, currently making

its way through the House and planned

to go into effect in October of this


Alaska Cuts Controversial Tax to Regain Lost Cruise Tourism

year—lowers the $46 per passenger

head tax by 25% to $34.60, with addi-

tional offsets for ships stopping at

Juneau and/or Ketchikan to recuperate

their local head taxes of $8 and $7,

respectively, but cruise lines hope to

avoid charging passengers the addition-

al $7, $8 or $15 in the first place.

In addition to relieving some of the

market’s strain and making Alaska a bit

more profitable for cruise ships, the

lowered tax also led the cruise lines to

drop their lawsuit (though the corporate

income tax deemed illegal is still in

place, as are the gambling tax and the

charge for state-employed Ocean

Rangers).

As an example of the effect of the tax

cut, it can be helpful to look at the

Golden Princess going round-trip to

Juneau, Skagway, Ketchikan and

Victoria Island, British Colombia. In

2010, the taxes and fees came to

$135.57 per person, but would fall to

$109.19 after the new legislation is

enacted—an applied difference of

$26.38 per passenger.

As a reward for the good faith shown

by Governor Parnell and the capability

to price Alaskan cruises more competi-

tively, the lines will begin to rebuild

capacity.

Stein Kruse, president and CEO of

Holland America Line, recognized the

efforts of Governor Parnell, saying, “You

are seeing our response, bringing passen-

gers back in 2012. It shows the partner-

ship that can exist between private indus-

try and government can really work.”

Unfortunately, Alaska’s cruise tourism

will still be down 16-17 percent this

year, as itineraries are booked far in

advance. For example, Alaska’s 2010

deployment decisions were made in

2008.

Still, Governor Parnell was correct in

saying that, “Alaska is on the right

course.” There is already an expected

60,000-passenger increase for 2012

between Holland America and Princess

Cruises, with more to likely follow.

The relationship between Alaska and

the cruise lines is on path to being

repaired, and it is certainly an important

time to be working together with the

looming ECA regulations that could put

a further strain on Alaska’s cruising

market.

When two entities are willing to work

together, solutions can always be

found, and Governor Parnell has shown

that he and Alaska are willing to partner

with the cruise lines to find mutually

beneficial resolutions.


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(212) 253-5629www.lignerosetny.com

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160 NE 40th StreetMiami

(305) 576-4662www.lignerosetmiami.com

The expression “An ounce of prevention is worth a pound of

cure” has been around for centuries, and it is good advice for

tour operators navigating the claim reporting process in the

FCCA’s Tour Operator Insurance Program.

The best way to help reduce insurance rates for the FCCA Tour

Operator Program is to improve the program’s loss experience.

Participating tour operators can work to this end by prevent-

ing accidents from happening in the first place. However,

after an accident occurs, the simplest way to help protect

your operation, and the FCCA program, is to report the inci-

dent promptly.

The discussion that follows provides a generic overview of the

tour operator’s responsibilities as it pertains to claim reporting.

We also recommend that each operator review their Chartis

policy for the specifics of what is required in the event of a

claim or a circumstance that may give rise to a claim.

The FCCA Tour Operator policy is a contract that creates

obligations for both the insured operator and Chartis. One of

the critical obligations of the operator is the duty to report

claims or circumstances that may give rise to a claim in a

timely manner.

As such, it is important for participating operators to fully

understand how timely claim reporting can impact coverage.

Generally speaking, the FCCA Tour Operator policy lan-

guage requires claims to be reported as soon as practicable,

which would likely be interpreted by a court to mean: “as

soon as a reasonable person would have been able to notify

the insurer.”

Failure to report incidents promptly can impact the ability of

insurers to investigate a proper defense for the operator.

When an extended amount of time passes from the date of

incident or injury, eyewitnesses are less likely to remember

the incident, physical evidence is lost, and an investigation

becomes difficult to conduct. Prompt claim reporting can

result in faster and better resolution of the claim.

Engaging Chartis early on in the process also allows for both

the operator and Chartis to establish a relationship with the

injured parties. This helps to assure them that their incident is

being handled properly, decreasing the likelihood they seek

the assistance of an attorney for help with the claim process.

There are several steps a tour operator can take to ensure

prompt reporting of incidents to Chartis:

1. Designate a management-level person responsible for

reporting all claims. Information provided to this person

should include all details requested in the FCCA Claim

Reporting Guidelines kit. Details requested include:

• Nature of the incident;

• Who was injured;

• How the injury happened;

• When and where the injury happened;

• Account of incident by the excursion leader (employee/

contractor) operating the tour at time of incident;

• Who witnessed the incident or injury;

• Witness statements taken at the time of the incident;

• Whether the incident was reported to the cruise line, by

whom and when;

• Status of the accident investigation report (when should

Chartis expect a completed accident report).

2. Provide annual training for tour guides and all team

members that come in contact with guests on topics such as:

safety & accident prevention, investigation procedures, and

claim reporting

3. Include insurance claim reporting as part of your new hire ori-

entation for all employees that come in contact with guests.

In summary, prompt reporting of all incidents to Chartis is one

important key to efficiently managing the overall FCCA insurance

costs. This translates to decreased policy premiums over time.

For additional information on the FCCA Global Tour OperatorProgram or to request a copy of the FCCA Claim ReportingGuidelines, contact Aon Risk Solutions - [email protected]


The Importance of Timely Claims Reporting to Aon’s FCCA Global Tour Operator Liability Insurance Program

PRACTICE AN OUNCE OF PREVENTION

Ana Lucia Archbold – Manager, Staff administration, Carnival Cruise Lines

Ana Lucia Archbold hails from San Andres Island in Colombia—a coral island in the

Caribbean Sea. In 1984, many of the islanders began working for Carnival Cruise Lines and

would come back to the island with tales of fun at sea. Back then, Ana worked for the

Columbian government’s department of immigration at the airport and was ready for a change.

So in 1995, she decided to follow their lead and set sail as crew onboard Carnival Tropical with

the ambition to provide a better life for herself and her son. In the 16 years since, Ana has

worked on 13 Carnival ships.

Ana loves the international feeling on board a cruise ship and how the unique experience

allows her to meet so many different people from all around the world and meanwhile learn

about other cultures, too.

The overall experience has made Ana an enthusiastic advocate for the cruise-crew lifestyle, claiming it helps her to be a

better person because she is always striving to provide excellent service on board that exceeds her guests’ expectations.

Thanks so much, Ana, and keep up the hard work!

Colombia

Faces In The Industry


(Left to right) Carlos Jauregui, General Director for the API Ensenada (Ensenada Port); Juan Tintos,Secretary of Tourism - Baja California; Michele M. Paige, FCCA; Jose G. Osuna Millan, Baja California

State Governor; Amilcar Cascais, Vice President - Tour Operations, Carnival Cruise Lines; MichaelRonan, Vice President - Government Relations, Royal Caribbean Cruises Ltd; Silvia Hernandez, FCCA

Mexico Representative; Rita Vandergaw, Director of Marketing - Port of San Diego.

FCCA Delegation meets with Mark Gsellman, Sr. Vice President and General Manager - Marine& Water Park Operation, Atlantis, Paradise Island (right) and Henry Bain, Director Sales &

Marketing Marine & Water Park Operations, Atlantis, Paradise Island (3rd from right)

C A R N I VA L D R E A M | C A R N I VA L S E N S AT I O N | D I S N E Y M A G I C | D I S N E Y D R E A M | N O R W E G I A N S U N R O YA L C A R I B B E A N F R E E D O M O F T H E S E A S | R O YA L C A R I B B E A N M O N A R C H O F T H E S E A S

( C A R N I VA L E C S TA S Y, N O V E M B E R 2 0 1 1 | D I S N E Y FA N TA S Y, A P R I L 2 0 1 2 )

© Disney

© SeaWorld Parks & Entertainment, Inc.

© Universal Orlando Resort

Once upon a time perhaps, vacationers had simple wants. Good food, sun by the pool, an evening show…




For additional information, contact Cruise Development at 321.783.7831, extension 253.

attitude, and we have what it takes to make your guestse the closest port to Orlando via an uncongested and strAdd that we’r

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Documents

FCCA Second Quarter Cruising Magazine