travel-cruise-2017-1

THE OFFICIAL MAGAZINE OF THE CRUISE INDUSTRY 

FIRST QUARTER 2017 

Two new major tourist attractions, a state-of-the-art terminal and 

all-time-high guest satisfaction position COSTA MAYA for success 

GOLDEN 

AGE 

Arnold Donald 

discusses the “Cruise 

Generation” and the 

industry’s economic and 

humanitarian benefits 

INNOVATION 

TRIUMPHS 

Roberto Fusaro explains 

why cruise operators must 

innovate to compete in the 

ever-evolving industry 

MUTUAL 

COMMITMENT 

Andy Stuart shows how 

cruise lines, stakeholders 

and travel agents work and 

grow together

THERE ARE PORTS OF CALL, 

AND THOSE THAT BECKON. 

Sail to a cruise destination that’s as pleasurable for you as it is 

your passengers. The four ports of the U.S. Virgin Islands feature 

seven berths with fully established accommodations designed to 

attend to all of your vessel’s needs. While ashore, your passengers 

will be overcome with our alabaster beaches, great shopping, and 

unique cultural and culinary attractions. For more information on 

the ports of the U.S. Virgin Islands, visit www.viport.com 

and www.wico-vi.com. 

FREDERIKSTED, ST. CROIX 

WEST INDIAN COMPANY, ST. THOMAS 

GALLOWS BAY DOCK , ST. CROIX 

CROWN BAY, ST. THOMAS 

©2017 U.S. Virgin Islands Department of Tourism

CONTENTS 

Features 


WWW.TRAVELANDCRUISE.COM 

ON THE COVER 

16 

THE OFFICIAL MAGAZINE OF THE CRUISE INDUSTRY 


30 

Two new major tourist attractions, a state-of-the-art terminal and 

all-time-high guest satisfaction position COSTA MAYA for success 

GOLDEN 

INNOVATION 

AGE 

TRIUMPHS 



why cruise operators 

why cruise operators must 

must innovate to 

innovate to compete in the 

compete in the 



Costa Maya, Mexico 

DEPARTMENTS 

MUTUAL 

COMMITMENT 

Andy Stuart shows how 

cruise lines, stakeholders 

and travel agents work and 

grow together 

14 

SPOTLIGHT 

The Golden Age of Cruising Cruising is 

winning the popularity contest, especially 

with younger generations, explains CLIA 

Chairman and Carnival Corporation CEO 

Arnold Donald 

30 

32 

Celebrity Chefs and River Cruising Lead the 

Way in 2017 Cruise Trends 

Knowledge Is Power (and Safety): The 

Importance of Crew Training 

07, 09 

84 

87 

President’s Letter 

Member Highlights 

Faces in the Industry 

16 

Innovation Will Triumph in Cruising This 

Year MSC Cruises USA President Roberto 

Fusaro shares his firsthand experience 

of cruising’s evolution through constant 

adaptation and MSC’s plans for growth 

34 

36 

Evolution of Guest and Crew Care 

Programs in the Cruise Line Industry 

CLIA Joins Efforts to End the Illegal Wildlife 

Trade 

Travel & Cruise Magazine © 2017. 

All Rights Reserved. Reproduction in whole or in 

part, in any form, electronic or otherwise, without 

written permission of the FCCA is prohibited. 

To subscribe or change your address, please send 

requests to info@f-cca.com 

Florida-Caribbean Cruise Association (FCCA) 

11200 Pines Blvd., Suite 201 

Pembroke Pines, FL 33026 

Phone: (954) 441-8881 

Fax: (954) 441-3171 

Published by: 

In Partnership with: 

20 

22 

Norwegian’s Commitment to the Caribbean 

Andy Stuart, Norwegian Cruise Line 

President & CEO, highlights Norwegian’s 

focus on attracting guests and working with 

stakeholders and travel agents for sustainable 

success 

Tauck Small Ship Cruising: The Sweet Spot 

An interview with Tauck CEO Daniel Mahar 

reveals why small ship cruising has become a 

big deal 

LET’S GET TECHNICAL 

38 

40 

MEETINGS & EVENTS 

Maximizing Seatrade Cruise Global: Easy 

as FCCA Cruise executives, meetings and 

networking events await Seatrade attendees 

looking to improve their business 

Key Cruise Line Executives and FCCA 

Platinum Members Gather for Meetings, 

Business Opportunities and Family 

Fun Another exclusive FCCA Platinum 

Member event brings cruise executives and 

stakeholders closer together to help close deals 

The information in this publication is provided “as 

is.” FCCA, CLIA and its Member Lines disclaim 

all representations and warranties, expressed or 

implied, with respect to any information, services, 

products and materials contained herein. FCCA, 

CLIA and its Member Lines will in no event be 

liable for any damage or losses as a result of your 

use of this publication. 

25 

28 

Cruise Industry Brass Rings Ways to 

Improve Business for Destinations and 

Stakeholders Presidents, chairmen and 

COOs of FCCA Member Lines reveal the 

industry’s present and future and how to 

maximize the immense potential 

A New Generation Is Embracing Cruise 

Travel Millennials and Gen Xers are all 

aboard cruising, finds CLIA’s 2017 Cruise 

Travel Report 

42 

45 

Cruise360 Offers a Panoramic View 

of Cruising 

ON BOARD 

Carnival Corporation Unveils Game- 

Changing Guest Experience Platform In 

historic fashion, Arnold Donald introduced 

“an entire world of experiences” transforming 

guests, wrists into their cruise concierge 

FIRST QUARTER 2017 | TRAVEL & CRUISE 3

EXPLORE COLOMBIA’S NATURE AND BIODIVERSITY, ONE OF THE 

BEST KEPT SECRETS IN THE CARIBBEAN AND THE PACIFIC OCEANS

CONTENTS 

Features 

58 

48 

45 

45 

45 

46 

46 

46 

46 

46 

48 

50 

Fain Hails Carnival's Ocean Medallion 

and Reveals Excalibur Royal Caribbean 

Chairman Richard Fain praises Donald’s 

positive publicity for the industry and hints at 

Royal’s ambitious plans 

MSC Seaview Coin Ceremony Marks 

Milestone in Expanding MSC Cruises' Fleet 

A Night to Remember: Seabourn Encore 

Christened 

Norwegian Cruise Line to Build New Next 

Generation of Ships 

Carnival Corporation to Build Two New 

Ships 

Dive into Adventure with PADI Open 

Water Diver Course on Royal Caribbean 

“Beauty and the Beast” to Become New 

Stage Spectacular on Disney Cruise Line 

ON LAND: 

What Can Frontline Training Do for Your 

Destination? Beth Kelly Hatt, president of 

Aquila’s Center for Cruise Excellence, tells 

how to increase competitiveness by creating a 

culture of service excellence 

ON LAND: THE CARIBBEAN 

& THE AMERICAS 

Cruise Industry’s Rising Tide: Does It 

Lift Your Destination? FCCA President 

Michele Paige reviews global trends in 

the cruise industry and how they affect 

Caribbean stakeholders 

Prime Minister and Minister of Tourism of 

Jamaica Share Past and Future Tourism 

52 

54 

56 

58 

62 

72 

74 

76 

The Most Hon. Andrew Holness sat down 

with the FCCA to share some of Jamaica’s 

plans after a reception in his honor with 

cruise executives 

Cuban Itineraries on the Charts for 

Norwegian and Royal Caribbean, Full 

Steam Ahead for Carnival 

Dawning of a New Destination: Harvest 

Caye, Belize 

A new pier with resort-style amenities and 

access to Belize’s culture mean a lot to the 

destination and cruisers, tell Frank Del Rio 

and Hon. Manuel Heredia 

Groundbreaking MSC Marine Reserve 

Breaks Ground 

Discovering the Lost Kingdom of Costa 

Maya 

Speaking Dolphin 

ON LAND: EUROPE, 

MIDDLE EAST & AFRICA 

Insights from CEO of Celestyal Cruises 

and Chairman of CLIA Europe, Kyriakos 

Anastassiadis An interview with 

Anastassiadis reveals his plans for CLIA 

Europe and Celestyal Cruises 

Cruise Lines International Association 

Hosts First Executive Partner Conference in 

London CLIA’s successful event in London 

earned praise from attendees and executives 

benefitting from the forums 

ON LAND: ASIA & AUSTRALIA 

Carnival Corporation Shifts Roles for 

Operations in China and Asia Michael 

76 

77 

78 

80 

82 

82 

87 

Thamm keys in on his appointment as CEO 

of Carnival Asia and the focus on developing 

China’s cruise industry 

Jan Swartz Named Group President of 

Princess Cruises and Carnival Australia 

P&O’s Pacific Pearl Launches Special 

Season with Auckland Nines Fans P&O 

President Sture Myrmell celebrates the launch 

of a four-month season bringing $20 million 

to New Zealand 

MEMBERS & 

TRAVEL AGENTS 

CLIA’s Travel Agent Cruise Industry 

Outlook Report Shares Key Trends 

Advance bookings, value hunting, travel 

agents’ increasing need to match cruisers to 

cruises, and other trends are revealed in this 

quarterly report 

Setting Sail for Sales Success Charles 

Sylvia, CLIA’s membership and trade 

relations VP, lays out a 10-part checklist to 

ensure sales success 

CLIA Membership Benefit Highlight: Career 

Counseling Service 

An Alliance for Professional Excellence: 

PTANA Joins CLIA as a Premier Member 

FACES IN THE INDUSTRY 

FCCA Operations Committee Welcomes 

New Chairman Carnival VP Carlos Torres de 

Navarra is ready to strengthen relationships, 

develop mutual success, enhance the guest 

experience and expand opportunities 


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PRESIDENT’S LETTER: FCCA 

EXECUTIVE COMMITTEE 

Micky Arison 

CHAIRMAN 

CARNIVAL CORPORATION 

Michael Bayley 

PRESIDENT & CEO 

ROYAL CARIBBEAN INTERNATIONAL 

Adam Goldstein 

FCCA CHAIRMAN 

PRESIDENT & COO 

ROYAL CARIBBEAN CRUISES LTD. 

Karl L. Holz 

PRESIDENT 

DISNEY CRUISE LINE 

Richard E. Sasso 

PRESIDENT 

MSC CRUISES (USA) INC. 

Andrew Stuart 


NORWEGIAN CRUISE LINE 

FCCA STAFF 

Michele M. Paige 

PRESIDENT 

Adam Ceserano 

SENIOR VICE PRESIDENT 

Terri Cannici 

VICE PRESIDENT, OPERATIONS 

Omari Breakenridge 

DIRECTOR, DIGITAL STRATEGY & 

CREATIVE SERVICES 

Mario Aguirre 

DIRECTOR, MEMBERSHIP EVENTS & 

PROGRAMS 

Justin Paige 

MANAGER, CORPORATE 

COMMUNICATIONS & STRATEGIC 

MARKETING PARTNERSHIPS 

Jessica Lalama 

EXECUTIVE ASSISTANT 

Vanessa Gutierrez 

ADMINISTRATIVE ASSISTANT 

Michele with Adam Goldstein FCCA’s 

Chairman and President & COO of 

Royal Caribbean Cruises Ltd. 

“WITHOUT CONTINUAL 

GROWTH AND PROGRESS, 

SUCH WORDS AS 

IMPROVEMENT, 

ACHIEVEMENT, AND 

SUCCESS HAVE NO 

MEANING.” 

–BENJAMIN FRANKLIN 

A fresh calendar sometimes makes us want to rip up old pages and only look at 

fresh ones. But we must use out past as a foundation. Similar to reflecting on strengths 

and weaknesses to develop resolutions, we must create our business goals by using experience, 

knowledge, resources and relationships. 

This year’s first issue of Travel and Cruise shows that the FCCA and CLIA 

embrace this philosophy, with the sister associations continuing to build onto their 

sturdy foundation through initiatives like this, the official magazine of the global cruise 

industry. And articles highlight other ways the associations work both together and 

with their partners to form relationships and aid growth. 

The PAMAC Cruise Summit article recaps one of the FCCA’s exclusive annual 

events gathering Platinum Members with cruise executives; a spotlight on the FCCA’s 

offerings at Seatrade Cruise Global showcases opportunities available to anyone on the 

floor; and other articles explain how the FCCA can positively impact cruise industry 

business by giving a direct line with key players in the cruise industry. 

Some of these players are right here in this issue. FCCA Member Line presidents, 

chairmen, CEOs and COOs share their insight and latest and future developments in 

this exponentially growing industry, with featured articles from Arnold Donald, Chairman, 

Carnival Corporation & plc and CLIA Global; Roberto Fusaro, President, MSC 

Cruises USA; and Andy Stuart, President, Norwegian Cruise Line. 

More input from cruise line brass rings with lessons from the FCCA Cruise Conference 

& Trade Show Roundtable, including Micky Arison, Chairman, Carnival 

Corporation & plc; Orlando Ashford, President, Holland America Line; Christine 

Duffy, President, Carnival Cruise Line; and Adam Goldstein, President & COO, Royal 

Caribbean Cruises Ltd., and FCCA Chairman. 

My own article shares ways destinations can stay competitive on a global playing 

field (and how the FCCA can help), and Beth Kelly Hatt, President of Aquila’s Center 

for Cruise Excellence, shares how a new training program is helping destinations stay 

competitive through a culture of service excellence. 

Hopefully this issue also provides inspiration and ways to drive forward, without 

forgetting to set the rear-view mirror. After all, one of the FCCA’s main goals is providing 

a vehicle for this progression to travel together towards a bright future. 

Respectfully yours, 

Michele M. Paige 

President 

FCCA 


By land or by sea. 

DOMINICAN REPUBLIC 

HAS IT ALL

PRESIDENT’S LETTER: CLIA 

CLIA GLOBAL EXECUTIVE 

COMMITTEE 

Arnold Donald 

CLIA GLOBAL CHAIRMAN 


CARNIVAL CORPORATION & PLC 

Micky Arison 

CHAIRMAN 

CARNIVAL CORPORATION& PLC 

Kerry Anastassiadis 

CEO 

CELEYSTAL CRUISES 

Karl Holz 

PRESIDENT 

DISNEY CRUISE LINE 

Pierfrancesco Vago 

EXECUTIVE CHAIRMAN 

MSC CRUISES 

Frank Del Rio 

CEO 

NORWEGIAN CRUISE LINE HOLDINGS 

Adam Goldstein 

PRESIDENT & COO, 


Richard Fain 

CHAIRMAN & CEO 


Manfredi Lefebvre 

CHAIRMAN 

SILVERSEA CRUISES, LTD. 

CLIA STAFF 

Cindy D’Aoust 


Tom Fischetti 

CHIEF FINANCIAL OFFICER 

Bud Darr 

SENIOR VICE PRESIDENT, TECHNICAL 

AND REGULATORY AFFAIRS 

Mike McGarry 

SENIOR VICE PRESIDENT, PUBLIC 

AFFAIRS & GOVERNMENT RELATIONS 

From new ships to new innovations, 

the cruise industry and 2017 are off to 

a great start. This year, cruising will 

welcome a brand new “Cruise Generation.” 

Recent surveys from younger 

generations, including millennials, rate 

cruise travel as the best type of vacation 

compared to land-based vacations, all-inclusive 

resorts, tours, vacation houses and 

rentals, and 90 percent of those that have 

experienced cruise travel say they will 

continue to cruise. 

And with a new generation to cruise, 

the role of a travel professional becomes 

even more critical. The key to a successful 

cruising experience is matching the 

traveler’s preference with the best cruise 

option. Travel agents are truly the matchmakers that ensure a cruise is an unforgettable 

experience, with 82 percent of cruisers stating they tend to work with a travel agent 

when booking a cruise. 

Coming up in this issue of Travel & Cruise, you can read more about the new 

“Cruise Generation” and other trends we are predicting for 2017, all of which are 

priming our industry to welcome more than 25 million cruise passengers this year. 

This edition also highlights one of CLIA’s biggest events of the year, our annual 

Cruise360 Conference, which is returning to sunny Fort Lauderdale in April. 

Cruise360 brings together travel professionals, industry suppliers, cruise line representatives 

and executives, CLIA preferred suppliers as well as destinations and ports. Registration 

is nearing “sold out,” so register now to join us from April 18 -24. The diverse 

seminars, ship inspections, professional development and other special events, including 

CLIA’s Hall of Fame Awards Gala, bring ways for attendees to get empowered and 

learn from the best in the industry. 

I am personally excited to share two articles with readers, the first from CLIA’s 

new Global Chairman, Arnold Donald, president and CEO of Carnival Corporation 

& plc, and the second from Kyriakos Anastassiadis, CLIA Europe Chair and CEO of 

Celestyal Cruises. The articles provide great insights on CLIA’s focus and the industry, 

and both leaders will be with us at Seatrade Cruise Global in Fort Lauderdale to share 

their Chairman priorities. 

Thank you for your support of the industry and CLIA. We realize we are only as 

successful as the community that supports us. I look forward to continuing our work 

together and bringing you the resources and news that are relevant to you. Enjoy this 

issue of Travel & Cruise! 

Best, 

Cindy D’Aoust 

President & CEO 

Caroline Johnson 

SENIOR VICE PRESIDENT, MEMBERSHIP 

OPERATIONS 


12 FIRST QUARTER 2017 | TRAVEL & CRUISE

MAKING PORT 

IS THE FIRST STEP. 

As your guests disembark in the Cayman Islands, they will be greeted by unique encounters as far as 

the eye can see. From the renowned tastes that earned us the title of Culinary Capital of the Caribbean, 

to the rare level of service that comes naturally here, your passengers will find their Caymankind. 

visitcaymanislands.com

Spotlight 

"THE MORE PEOPLE CRUISE, 

THE MORE THE WORLD 

BECOMES A SMALLER AND 

BETTER PLACE." 

The Golden Age of Cruising 

By Arnold Donald, Global Chairman, CLIA; 

President & CEO, Carnival Corporation & plc 

I’m looking forward to working with my 

many colleagues in the global cruise 

industry. I am honored to be representing 

our great industry – and really, what 

better industry could there be than one 

that delivers joy and happiness to the millions 

of guests we serve? 

At CLIA, we want everyone in the 

cruise industry to do well. We want 

everyone to succeed. It is in our common 

interest to have high standards for 

safety in everything that happens on all 

our ships, but also in the waters we sail. 

We recognize that issues or problems 

anywhere in the world, affect us all, and 

it is in our best interest to collaborate 

on marine operational best practices, 

wherever possible. CLIA helps us guide 

policies and practices that ensure a safe, 

secure, healthy and sustainable cruise 

industry, and speak with one voice in 

advocating, educating and promoting 

cruising everywhere in the world. 

CLIA also conducts valuable 

research to help us see where we are as 

an industry and plan our future based on 

reliable data. The recent CLIA survey of 

travel consumers finds that, contrary to 

stereotypes, Millennials and Gen Xers 

are engaging in cruise travel more than 

ever before, along with the most pre- and 

post-stay options. 

This new “Cruise Generation” rates 

cruising overwhelmingly as their favorite 

type of vacation. The Cruise Generation 

also tends to choose cruises so they can be 

more active and explore new destinations. 

Plus, the majority are loyal, saying they 

will definitely take another cruise. And 

even among those who have never cruised, 

a good number of them described a cruise 

as the best kind of vacation…meaning 

there’s probably hope for them yet! 

Of course none of this is news to us. 

I believe that cruising is not only the best 

vacation value there is; it is the best vacation, 

period. Cruising is one of the most 

unique, comfortable and sophisticated 

modes of travel today. Where else but on 

a cruise ship can you wake up in your 

own bed every morning to find the world 

outside has changed? The modern cruise 

ship is your hotel: your four-star dining 

room, your transportation, your nightly 

entertainment, and every day you have 

front row seats to the most amazing places 

in the world. 

People all over the world are falling 

in love with cruising. In the last 10 years 

the worldwide demand for cruising has 

grown from 15.8 million to more than 25 

million cruisers annually, and the increase 

in cruise travel is expected to continue 

throughout 2017. 

But while talk about cruising inevitably 

centers on passengers, and new ships, 

I like to draw attention to the economic 

impact of the cruise industry. 

This is an industry that barely existed 

50 years ago. CLIA estimates that 

cruise industry expenditures in 2015 

generated $117 billion in economic benefit 

worldwide, both direct and indirect, 

supporting almost one million full-time 

equivalent employees who earned $38 billion 

in income. 

What this number doesn’t reflect completely, 

however, is the economic multiplier 

effect, as the dollars spent by us and our 

guests trickle down through the economies 

we impact all around the world. 

Cruising helps to create small and 

large businesses around the world, and 

brings jobs and hope in many places where 

opportunities are scarce. From the construction 

worker building the ports, to the 

chef with his own small restaurant, to the 

cab driver driving around a visiting couple 

from Kansas, to the artist in a local craft 

market selling her work—cruise tourism 

contributes to the economic vitality of 

ports and their citizens. The shipyards 

which build and maintain our ships 

employ thousands of engineers and craftsmen 

and women and sustain what is in 

many instances, a centuries-old way of life 

and tradition of shipbuilding. 

Finally, and most importantly, cruising 

brings us together. I believe that travel 

is the antidote to ignorance and mistrust. 

The more people cruise, the more the 

world becomes a smaller and better place. 

We are living in the golden age of 

cruising. Never has there been such success, 

amazing growth and superior technological 

achievement. How lucky we are to 

live in a time when cruising on these magnificent 

ships is something we can all enjoy. 

There has never been a better time to 

cruise or to work in the cruise industry. 


European Regional Development Fund 

“If you are looking for something fresh, authentic, 

and unique in the Caribbean, you will find it 

all in Martinique!” - Coralie 

Immerse yourself in Martinican rich culture, discover a wealth 

of natural wonders, and experience our new and exciting excursions. 

martiniquepro.org/cruise 

EUROPEAN UNION

"…continued progress 

and innovation are key 

to long-term success…" 

Innovation Will Triumph 

in Cruising This Year 

By Roberto Fusaro, President, MSC Cruises USA 

The cruise industry is rapidly changing 

and evolving, and 2017 is sure 

to bring countless new opportunities 

for travelers to embark on journeys to new 

destinations by sea. This year is expected 

to see 25.3 million passengers, outpacing 

last year by more than one million, and 

a nearly 10 million increase since 2007. 

While more passengers become drawn 

toward cruising, operators are challenged 

to become savvier in the way they introduce 

new ship designs, activities, entertainment 

and itineraries. 

After more than 20 years working in 

cruising, I have seen the industry undergo 

countless evolutions, dramatically changing 

from simply a mode of transportation 

to a holistic travel experience. New destinations 

have continued to emerge, cruising 

has increased in popularity around the 

globe, and I’ve seen it firsthand. 

Over the last few years, I was fortunate 

to have the opportunity to help 

MSC Cruises establish its brand in South 

America, and now, after joining MSC 

Cruises USA in late 2016 as President, I 

am particularly excited to be in a position 

to raise our brand awareness amongst 

North Americans. 

The industry as a whole has built a 

strong foundation, expanding globally 

and positioning cruising as a top vacation 

option, but if my experience has taught me 

anything, it is that continued progress and 

innovation are key to long-term success. 

To propel cruising forward as an industry, 

it is more important than ever before to 

introduce new and novel features to attract 

loyal travelers, as well as new cruisers. 

What I find most exciting about this 

year is the new inventory entering the 

market, introducing sheer innovation in 

design and offerings on-board. Ships are 

offering industry-firsts and continuing to 

stretch limits to enhance guest experience 

and create an impactful vacation. With 

26 new vessels set to debut this year, the 

industry is making a remarkable investment 

as it strengthens its presence in 

cruise travel. 

MSC Cruises is already proving to be 

a leading player in this growth, making significant 

strides in not only growing a presence 

globally, but also in North America. 

As the youngest fleet in the world, we have 

rapidly introduced some of the most exquisite 

ships at sea, significantly expanding our 

fleet over the last decade to 12 ships, with 

plans in place to introduce 11 new ships by 

2026 as part of the company’s nearly $10 

billion investment plan. 

This will be a banner year for MSC 

Cruises with two spectacular and innovative 

new mega ships launching. In North 

America in particular, our focus will be on 

leveraging these new ships to raise awareness 

in the regi on and differentiating MSC ships 

from other cruises. I’m thrilled, as we are 

already seeing tremendous buzz in the market 

from both travel agents and consumers. 

Our first ship launching, MSC 

Meraviglia, will arrive in June and sail 

the Mediterranean for its inaugural season. 

Meraviglia, meaning “wonder,” is the 

first of MSC Cruises’ new generation of 


Spotlight 

Meraviglia smart ships and will feature the 

ultimate in entertainment, along with a 

broad range of dining options and innovative 

accommodations. 

Thanks to our exclusive Cirque du 

Soleil at Sea partnership, a highlight of 

MSC Meraviglia’s onboard entertainment 

will be two unique Cirque du Soleil shows 

created exclusively for MSC Cruises guests 

and performed six nights per week in a 

custom-designed entertainment venue. 

In addition, taking our award-winning 

entertainment and exquisite dining experience 

to another level, up to 100 of the 450 

guests booked for the show will be able to 

enjoy an exclusive on-site dinner service. 

MSC Cruises’ second mega ship 

entering the market this year is particularly 

exciting because it is being designed for 

the North American market and will be 

our first ship christened in the U.S. MSC 

Seaside is one of the most anticipated 

ships of the year, and will be debuting at 

PortMiami in December. 

She is the first of up to three new 

“Seaside” generation ships and will feature 

an ultramodern and innovative “condoon-the-beach” 

design, a first for the industry. 

Since the ship is specifically designed 

for warm weather, sun worshippers will 

enjoy one of the highest ratios of outdoor 

space at sea. This includes a 360° outdoor 

promenade with restaurants and bars and 

terraced balconies with uncovered space 

for sun bathing from the privacy of your 

own stateroom. 

In addition, families and adventure-seekers 

will have even more to enjoy 

on board. MSC Seaside will boast one 

of the most interactive water parks at sea 

with slide boarding technology, combining 

a slide and video game, as well as two of 

the longest zip lines at sea. 

As we continue such rapid expansion, 

we remain committed to offering 

our guests the highest quality experience. 

With this mission in mind, we’ve recently 

revealed a new dining concept on our 

newer ships, which will feature a wider 

range of specialty restaurants and international 

dining experiences, as well as new 

flexible dining options so guests can dine 

as they want, when they want. 

Our specialty restaurants have 

already become a standout feature, and 

now our new ships will have even more 

sensational experiences through partnerships 

with world-class experts. For 

example, aboard MSC Seaside, we are 

exploring pan-Asian dining with its pioneer, 

Roy Yamaguchi. Chef Yamaguchi 

will introduce his unique fusion of cooking 

traditions at Asian Market Kitchen by Roy 

Yamaguchi, which will consist of three distinct 

restaurants: an à la carte restaurant 

serving gourmet Asian creations, a Sushi 

Bar and a Teppanyaki Grill. Making this 

restaurant truly unique, Chef Yamaguchi 

has been personally involved in conceptualizing 

and designing every element of the 

restaurant, from its menu and concept to 

its design and décor. 

On the MSC Meraviglia, we have 

partnered with award-winning French 

chocolatier and pastry chef Jean-Philippe 

Maury. Jean-Philippe Chocolate & Coffee 

will feature an open chocolate atelier, while 

Jean-Philippe Crepes & Ice Cream will 

serve tasty treats that can be enjoyed on 

the ship’s Mediterranean-style promenade. 

In addition to our investment in 

new ships, and further testament to our 

commitment to North America, MSC 

Cruises is also in the midst of developing 

our new private destination, Ocean Cay 

MSC Marine Reserve, which will serve as 

a new port of call for MSC Cruises’ ships 

sailing in the Caribbean. 

Currently in development, MSC 

Cruises is working closely with the 

Bahamian Government and ecologists, 

to develop a thriving marine reserve 

that will harmoniously coexist with the 

local ecosystem. Our goal is to bring the 

unpopulated, industrial island and its 

surrounding waters back to their original 

state, with 11,400 feet of beautiful coastline 

and crystal blue waters. 

The island is being built as an extension 

of MSC Cruises’ ship experience, 

with all the same services from the ship— 

dining, spa and entertainment—also 

available on shore. Ocean Cay MSC 

Marine Reserve will also boast a purpose-built 

pier that will allow the cruise 

ships to dock directly at the island, allowing 

guests to step straight off the ship onto 

the island instead of tendering to shore. In 

addition to docking at the pier, we’re also 

changing up the private island experience 

by staying until midnight. Guests will 

have the opportunity to enjoy the beach 

and a number of family-friendly activities 

and entertainment during the day—conveniently 

get back on the ship to freshen 

up—and then go back to the island for 

dinner and evening entertainment. 

This year is just the beginning for 

MSC Cruises’ exciting expansion. Now 

through 2026, our company will be introducing 

even more ships and offerings to 

the market, driving our global leadership 

and presence in the U.S. It is certainly an 

exciting time, and I personally am thrilled 

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Norwegian’s 

Commitment to 

the Caribbean 

By Andy Stuart, President & 

CEO, Norwegian Cruise Line 

More than 25 million people are 

predicted to set sail on cruises 

in 2017, and close to half of 

non-cruisers surveyed have expressed interest 

in taking a cruise vacation. So while 

there is continued and increasing interest in 

the industry, the question has always been 

how to best attract significant segments of 

these groups to our lines amid increasing 

global competition. Elevated customer 

expectations are also a challenge that 

impacts how our businesses are evolving. 

To attract new cruisers and encourage 

repeat guests to our Caribbean itineraries, 

which remain the most popular with our 

guests, Norwegian Cruise Line is rolling 

out new ships that feature amenities, entertainment 

and dining to rival those found in 

popular destination cities like Las Vegas, 

New York and London. 

The award-winning Norwegian 

Breakaway was our first ship in the 

Breakaway Class, which brought the best of 

Norwegian’s entertainment and dining and 

added the Waterfront to bring guests closer 

to the ocean. She set sail for Bermuda 

and the Bahamas, followed by sister ship 

Norwegian Getaway and the first ship 

in our Breakaway-Plus class, Norwegian 

Escape, that are cruising the Caribbean. 

Norwegian Bliss, the newest of the 

Breakaway-Plus Class and Norwegian’s 

16th ship, will launch 2018 sailing from 

Seattle to Alaska in the summer and 

from Miami to the Eastern Caribbean in 

the winter. She boasts a wide variety of 

accommodations, including new connecting 

staterooms ideal for large groups and 

families traveling together. Two observation 

lounges, including one exclusive to 

guests of The Haven, are perfect for 

whale watching in Alaska and taking in 

sunsets in the Caribbean. 

Once again, Norwegian is committing 

to the Caribbean with our newest ship, 

and we cannot wait for Norwegian Bliss to 

join our fleet! 

From smash hit Broadway shows to 

the largest ropes course at sea, offering 

exciting onboard experiences is just one 

of the ways to maintain our course for 

continued success. Working closely with 

travel agents and industry partners is also 

necessary for increased growth within 

the region. Norwegian collaborates with 

industry partners to introduce thrilling 

new shore excursions and beautiful new 

destinations for our guests to enjoy, such as 

our newest port of call in Southern Belize: 

Harvest Caye. 


Spotlight 

WELCOME TO HARVEST CAYE 

In 2016, Norwegian opened the 

Caribbean’s newest premier resort-style 

destination, Harvest Caye, located off the 

coast of Southern Belize. With the country’s 

first cruise ship pier, the destination 

is uniquely poised to welcome larger ships 

to this region of the Western Caribbean 

and will benefit both cruise lines and the 

local economy. 

Norwegian’s decision to develop 

Harvest Caye was twofold: Provide a highly 

unique new experience in the Western 

Caribbean for guests, and also create a 

destination that brings economic benefits 

to the people of Belize and showcases the 

country’s rich biodiversity. 

To do so, Norwegian tapped local 

Belizeans to staff the island, to bring the 

country’s warm and welcoming hospitality 

to guests, and has hired a local company 

to manage food and beverage operations, 

including LandShark Bar & Grill by 

Margaritaville®. According to Manuel 

Heredia, Minister of Tourism and Civil 

Aviation for Belize, “This investment alone 

is projected to generate 500 direct jobs and 

over 1,500 indirect jobs by the year 2020.” 

More than 15,000 new mangroves 

were planted to expand the natural estuary 

that is a critical habitat for native birds, 

fish and other marine species. Headed by 

wildlife expert and Chief Naturalist Tony 

Garel, the island’s conservation center lets 

guests gain a deeper appreciation of the 

country’s biodiversity. They can visit an 

aviary housing toucans, the national bird 

of Belize, or step into winged paradise 

at a butterfly garden. Norwegian is also 

planning a breed and release program for 

native endangered scarlet macaws. Guided 

lagoon tours, where kayaking and paddle 

boarding are also available, highlight 

manatees and other flora and fauna native 

to the coast of Belize. 

Whether guests are thrill seekers 

looking for exhilarating experiences or 

are seeking a day of complete relaxation, 

Harvest Caye offers something for everyone. 

A 3,000-foot zip line, free fall jumps 

and suspension bridges will give guests 

an adrenaline rush. Luxury beachfront 

villa rentals, a sprawling 15,000-squarefoot 

pool with swim-up bar, a seven-acre 

beach and a shopping village featuring 

popular name-brand retailers and local 

Belizean crafts are ideal for a tranquil 

day in paradise. 

Being only a short ferry ride from the 

mainland, Harvest Caye is a gateway to 

the country’s natural beauty and diverse 

cultures. Guests can choose a range of 

locally operated shore excursions, from 

visiting ancient ruins and river rafting 

to nature tours into the heart of Belize. 

Guests can sail from Miami, New Orleans 

or Tampa on board Norwegian Dawn, 

Norwegian Escape, Norwegian Getaway, 

Norwegian Jade or Norwegian Pearl to 

experience Harvest Caye. 

CRUISE INTO HISTORY IN CUBA 

We are thrilled to be the first cruise line to 

offer weekly sailings from Miami to Cuba, 

all with overnights in Havana. Beginning 

in May, Norwegian will offer 30 four-day 

cruises that will overnight in Havana, 

Cuba aboard Norwegian Sky. 

During overnight stays in Havana, 

there are numerous opportunities for 

unique people-to-people experiences. 

Providing an extended time in Havana 

will foster invaluable interactions between 

guests and residents, in addition to helping 

boost the city’s economy by travelers frequenting 

local establishments. 

This is an amazing opportunity for 

guests to connect with residents and build 

bridges between cultures. Norwegian’s 

sister cruise lines, Oceania and Regent 

Seven Seas, will also begin sailing to 

Cuba in the spring. 

We anticipate that these historic 

sailings from the U.S. to Cuba will also 

attract a new wave of first-time cruisers 

and thus expand the consumer base 

for Caribbean cruises. Norwegian also 

offers the only all-inclusive cruise experience 

that includes a call to Cuba. Also 

included in the Cuba itinerary is a stop at 

Norwegian’s private island, Great Stirrup 

Cay, for the ultimate tropical exploration. 

REINTRODUCING GREAT STIRRUP CAY 

Located in the Bahamas, Norwegian’s 

Great Stirrup Cay holds the distinction 

as the very first cruise line private island 

experience. To continue exceeding guests’ 

growing expectations, Norwegian is currently 

enhancing the entire island with 

exciting renovations to be completed 

throughout the year, including more than 

“INNOVATION, 

ENVIRONMENTAL 

PRESERVATION AND 

STRONG PARTNERSHIPS 

ARE THE KEY TO 

ENSURING THE 

CARIBBEAN CONTINUES 

TO THRIVE…” 

$1 million in new lush landscaping. We’re 

giving guests a new side of paradise to 

explore. Throughout the island, restaurants 

are being remodeled with fresh décor 

and larger outdoor spaces with incredible 

views. The all-new Abaco Taco will add 

even more delicious cuisine choices. 

A new exclusive blue lagoon retreat 

will be complimentary for guests of 

The Haven, Norwegian’s exclusive 

ship-within-a-ship complex, and boast 

a secluded beach, fine dining, spa treatments 

and activities center for all ages 

to enjoy. Thirty-eight private luxury 

villas for rent will surround the lagoon, 

which will also feature an additional dining 

option, LandShark Bar & Grill by 

Margaritaville®. 

PLANNING FOR THE FUTURE 

Norwegian’s investment in the Caribbean 

will benefit the countries we frequent 

and the region’s tourism as a whole. 

When travelers experience unforgettable 

Caribbean vacations, they’re more likely 

to recommend tropical cruises to others 

and return in the future. 

The key players—travel agents, industry 

partners and cruise lines—must continue 

to nurture the symbiotic relationship 

developed over the decades in order for us 

all to prosper in the coming years. 

Innovation, environmental preservation 

and strong partnerships are the key 

to ensuring the Caribbean continues to 

thrive as a top cruising destination for generations 

to come. 


Spotlight 

Tauck Small Ship Cruising: The Sweet Spot 

An interview with Tauck CEO and Board of Directors Member, Daniel “Dan” Mahar 

Family owned for over 90 years, Tauck is an award winning 

company known for creating one-of-a-kind travel 

experiences. Daniel “Dan” Mahar, CEO of Tauck, is also 

a member of their Board of Directors. Responsible for shaping 

the company’s long term strategic direction, maintaining their 

unique corporate culture and commitment to excellence, Dan 

also oversees Tauck’s day-to-day operations. 

Well known for luxury destination experiences, Tauck has 

distinct product categories: Tauck World Discovery, Tauck 

Bridges, Tauck River Cruising, Tauck Small Ship cruising and 

a few more. Of these, Tauck Small Ship Cruising is one that 

might not be as well known, yet it’s been incredibly successful. 

“We’ve been doing small ship cruising since the 1990s, 

and it actually has our highest percent repeat factor,” Dan 

explained. “We discovered our sweet spot was with smaller ships 

because they provide a more immersive experience. With travel 

today, there is an ongoing trend for small ship experiences, 

along with a lot more capacity moving towards this.” 

As far as what makes Tauck Small Ship Cruising more 

unique, Dan mentioned that it has evolved through Tauck’s history, 

starting in 1925 when Arthur Tauck Sr. began the company. 

“Over those 90+ years, we have expanded around the world, 

and truly are a destination experience company. With small 

ships, the focus is around the destination. At Tauck Small Ship 

Cruising, we are storytellers, taking our customers to the 

destinations they want to see. Seeking it out by itineraries, via 

land and sea, is what we do best and our uniqueness.” 

CHANGING THE FOCUS: 

WHY SMALL SHIPS WORK BEST FOR TAUCK 

Opposed to large cruise ships that have become the destination 

themselves, small ships provide a big contrast. “We use small 

ships to get to the destinations themselves,” said Dan. “These 

attractive elements work well for us and what we deliver.” 

Dan expanded on this, sharing the following benefits: 

•Developing unique itineraries: Smaller ships are not 

restricted to using large ports. This allows much more flexibility 

as far our itineraries, where our small ships can go along with 

diverseness. We can drop anchor and go ashore. 

•Creating immersive experiences on land: Using flexibility 

and creativity lets us design an itinerary to best showcase the 

destination, not restrict it. Once our guests go ashore, we provide 

those immersive experiences on land. 

•More intimate experiences onboard: With 60 to just 100 

guests onboard, our like-minded, well-tra s connect with and 

really get to know each other. Also, our crew gets to know them, 


which creates a stellar experience and 

camaraderie. 

TAUCK SMALL SHIP CRUISING: TRUE 

ALL-INCLUSIVENESS 

When Arthur Tauck Sr. founded Tauck, 

Dan told that the very first tour was one 

price. “We have been all-inclusive from 

the beginning, and that continues 90 + 

years later because we don’t sell components,” 

he explained. “At Tauck Small 

Ship cruising we are all-inclusive.” 

The onboard experience includes 

all meals, alcohol beverages and free 

Internet, as well as the tours provided in 

each of the destinations and ports visited 

with transfers. 

“The land portion is included before 

and after our guests’ cruise as well,” noted 

Dan. “At Tauck, we build those experiences, 

so they are included and fully guided 

by our people. Our customers describe it 

as ‘being in a bubble,’ because we provide 

the end to end experience.” 

“Our guests pay one price upfront, 

everything is included and they love it,” 

he continued. “We take care of all the 

details, reduce any stress our guests might 

otherwise encounter and provide an all 

immersive experience, enhancing our 

guests’ lives as they travel. But this really 

goes back to our founding and why we 

are totally different.” 

SELLING THE COMPLETE EXPERIENCE 

AND TRUST 

Providing a complete destination experience 

with unique itineraries including 

some new ones is where Tauck Small Ship 

Cruising stands out and why they have an 

extremely high percent repeat factor. 

Dan noted that over 70 percent of 

their guests are repeat ones and explained: 

Our guests return from their trip and 

want to do another one. They are our 

best sales people. As we expand, the 

challenge might be getting first time 

potential cruisers, who might think we 

are a bit higher priced. But when we 

explain a bit more of the quality and 

value of what we do, as well as Tauck’s 

being known for providing the upscale 

authentic experience, they have a better 

understanding. For a brand to endure, 

you must develop and create customers’ 

trust. We deliver that really well. 

PROVIDING UNIQUE, PERSONALIZED 

SHORE DESTINATION EXPERIENCES 

Tauck Small Ship Cruising provides 

unique, onshore destination experiences 

included for their guests, ones that people 

could not just do on their own. Dan 

shared one example: 

“We have developed a wonderful 

partnership with The Vatican. Our guests 

are allowed to visit and tour the Sistine 

Chapel and the Vatican Museums during 

the evening, rather than during the day, 

when it’s packed with visitors. Taking 

small groups with their own personal 

guide after hours provides a completely 

different experience and a priceless 

moment. We try to build those in all of 

our itineraries.” 

It ties in perfectly with the guests 

who sail on Tauck Small Ship Cruising. 

“Our guests are knowledge seeking 

explorers who appreciate and crave the in 

depth and authentic engagement with the 

destination,” explained Dan. 

FUTURE NEW DESTINATIONS, 

EXPANDING AND BEST PART OF 

LEADING TAUCK 

As far as expansion and long-term 

plans for growth, Dan told, “We are 

always on the lookout for new destinations 

to explore with our guests.” 

“We will be expanding with new destinations 

in the coming years,” he continued. 

“For us, the joy of our job is creating 

itineraries. That really is the number one 

joy – creating and crafting itineraries and 

watching the enjoyment of our guests.” 

As far as what Dan loves the best 

about being a part of and leading Tauck, 

WITH SMALL SHIPS, 

THE FOCUS IS 

AROUND THE 

DESTINATION… 

Daniel “Dan” Mahar 

CEO, Tauck 

“It’s making the impossible possible in a 

unique way with your imagination and 

standing back and seeing the customers 

experience,” he told and noted that in 

today’s more well-travelled world, people 

desire experiences, are curious about destinations, 

and love exploration. 

“We appeal to a more affluent market, 

and these are the people who say, ‘I 

want to learn while I travel along with 

having ways to grow and develop,’” he 

continued. “At Tauck, we have the perfect 

platform to do that.” 


GLOBAL GATEWAY

Let’s Get Technical 

Cruise Industry Brass Rings Ways to Improve 

Business for Destinations and Stakeholders 

Cruise line presidents, chairmen and 

COOs gathered on the grand stage 

to share the current and future state 

of the industry, along with their insight 

and lessons to help improve business for 

attendees of the FCCA Cruise Conference 

& Trade Show. The cruise industry brass 

rang that Caribbean cruising is firing on 

all cylinders, with strong demand and 

products, but destinations and stakeholders 

must remain proactive, especially in the 

wake of rising global competition. 

Citing a six percent growth expected 

for the Caribbean next year, Micky 

Arison, Carnival Corporation & plc chairman, 

told, “there’s no question the yields 

have been strong…We’re very pleased with 

our bookings in the Caribbean over the 

last 12-18 months.” 

“We continue to see strong demand 

[in the Caribbean],” shared Christine 

Duffy, Carnival Cruise Line president, 

while discussing the work Carnival is 

doing with its destination partners in preparing 

for the new Carnival Vista. 

Stock analysts like to accredit this 

growth in demand and yield to things 

like a stronger US Dollar and geopolitical 

concerns abroad, but the panel pointed 

out that it boils down to simple fundamental 

strength of the industry and destinations 

themselves. 

“I think that the Caribbean is strong 

on products,” affirmed Orlando Ashford, 

Holland America Line president. 

“Maybe from time to time other markets 

have influence on Caribbean growth, 

but I think that’s secondary,” said Adam 

Goldstein, Royal Caribbean Cruises Ltd. 

president and COO and FCCA chairman. 

“What’s primary is that this region has so 

many advantages.” 

Of course, there are plenty of other 

drivers, like the shiny, new Carnival 

Vista and other newbuilds headed to the 

region. “There will be other ships, and 

some of those will be coming here…. 

to me that’s the primary growth factor,” 

continued Goldstein. 

And Royal Caribbean could make a 

large wave with some of those ships, especially 

considering its plans to build a new 

PortMiami terminal that could handle 

Oasis-class vessels. 

“With Miami also having that capability, 

we have more flexibility, we have 

more capacity, we can be more confident 

about our ability to bring the biggest 

and the greatest cruise ships into the 

Caribbean region,” said Goldstein. 

Other drivers originally disguised 

themselves as obstacles. Cuba, which once 

worried most of the destination stakehold- 


ers in attendance, was resoundingly called 

a positive by the panel. 

Duffy said Cuba is “an opportunity… 

we know that there’s great interest in people 

sailing to Cuba,” which she told would 

“draw more people that may not have otherwise 

considered a cruise.” 

Attracting new cruisers is always a 

positive for both the industry and destinations, 

with a high conversion rate to 

repeat cruisers, along with a high likelihood 

and desire of sampling different 

destinations, and Duffy also addressed 

the latter part of sampling these other 

destinations, saying Cuba would be “an 

interesting part of an itinerary.” 

“Cuba’s adding a lot of energy excitement,” 

told Ashford, explaining that the 

energy and excitement “will benefit everyone” 

because of the extra attention to the 

Caribbean, along with echoing Duffy’s 

points about drawing new cruisers and 

Cuba being just one of the destinations 

stopped on an itinerary: “some that would 

not have cruised…will now, and while 

they’re on that ship, they’re going to see 

your wonderful destinations.” 

“I think this makes the Caribbean 

whole now,” said Goldstein after explaining 

that the industry has spent 50 years 

circling Cuba, which was once the center 

of Caribbean cruising. He also reinforced 

the others’ points about the itinerary 

options, with the ability to “mix and 

match destination without limitation,” 

along with the “energy and excitement” 

that has people “talking more about cruising 

in the region” and “has got to be positive 

for the region.” 

“It will take a long time to develop,” 

he reminded. “So this isn’t a one-year 

story…this is something that should be 

helping the Caribbean for [10-25] years 

to come.” 

As for the growth of cruise destinations 

and regions across the globe, 

Goldstein affirmed to the audience that it 

certainly is a “global competition.” 

“What we see when we’re out there is 

a lot of state-of-the art thinking, willingness 

to invest in infrastructure and capacity 

to support the emergence of cruising as a 

vacation option in that part of the world.” 

But he told “the Caribbean and the 

North American region are completely 

capable of competing within this global 

environment,” which requires “attributes 

that people understand and respond to, 

that you market well and attract them so 

that people are as likely as possible to come 

your way than to go some other way.” 

With a buoyed confidence in the 

Caribbean region’s ability to compete 

because of what he heard in meetings with 

destinations throughout the Conference, 

he said “They seemed to be very switched 

on to the elements that we have traditionally 

felt were important in terms of first 

impression in the destination, new attractions 

[and] friendliness of service.” 

“But at the same time, it is a serious 

competition,” he affirmed. “We’re often 

talking to quite substantial nations out 

there with a lot of resources…who believe 

that cruising will play a reasonably important 

role in their overall tourism equation.” 

Ashford focused on another benefit 

of converting more global cruisers: people 

from around the globe want to cruise and 

travel to the Caribbean. “We have strong 

sourcing from…all around the world… 

they come to the Caribbean for the same 

reason that most folks from North America 

do—the sun, the warmth, the beaches and 

those types of things.” 

He also told how destinations can 

increase this kind of sourcing by knowing 

“what it is you do very well and 

communicating that, but at the same 

time understanding where there’s room 

for those nuances specific to a specific 

source market.” 

An unlikely advantage in this globalization’s 

impact on the Caribbean 

was brought to light by Arison. 

Reminding the audience that the 

Caribbean capacity increased drastically 

in 2014, with yields plummeting as a 

result, he told, “we have to be careful 

not to overdo it” and highlighted the 

importance of measured growth. 

“Fortunately, the industry’s become 

clearly global…so the same time as we’re 

growing in the Caribbean, we can be 

growing other parts of the world as well.” 

“It’s not a zero-sum game,” agreed 

Goldstein. “If [the Caribbean] is as competitive 

as it can be, if the destinations 


make the investments and the product continues 

to advance, then it will grow, even if 

the other areas are growing as well.” 

So how can destinations and stakeholders 

stack the deck? 

It can be as seemingly small as one 

person, like a tour guide or bartender. 

“One person can just give you a drink; the 

other can tell you a story,” told Ashford. 

“You don’t remember what you 

ordered. You remember the story. You 

created an affinity or connection… 

That’s what this is about…deliver[ing] 

the maximum experience for something 

as simple as a tour or delivering a 

drink…the better you are at that creates 

a competitive advantage." 

“I think the basic infrastructure and 

services, safety and security, cannot be 

overlooked…that is a very critical priority 

for us,” shared Duffy, mentioning the 

importance of working with the cruise 

lines and the FCCA for those initiatives. 

“Two things for sure are variety and 

authenticity,” said Goldstein, telling this 

to be essential “as we move forward and 

as each destination thinks about its brand 

and what it wants to be known for and 

how it wants to differentiate itself from 

the other destinations around it…push the 

boundaries in what you’re capable of offering 

and be as authentic as you can be to 

reflect the attributes of your destination.” 

And cruise lines know a thing or two 

about creating brands and understanding 

the brand’s “personality as it relates to 

their core guest and making sure that the 

product speaks to the personality of that 

guest…and making sure there’s some distinction,” 

according to Ashford. 

For Holland, that meant tapping 

into its 140-year history and its guests’ 

interest to not just deliver its traditional 

good food, music and wine, but also to 

“elevate the story” with partnerships like 

BB King’s Blues Club that “invite people 

that maybe did not cruise at all or did not 

cruise with us.” 

Destinations can do the same thing, 

affirmed Ashford. “Each island, each port 

has something that’s special and unique 

about it…assets with rich history, a legacy 

and things that you do really well. So how 

do you enable and protect that, but also 

create some energy in the story so it’s a 

reach out…how do you tell that story, but 

still leave room to customize for the different 

guests that you’re trying to approach 

and interest?” 

“What we look for when we think 

about how we can make the Caribbean 

more attractive to our guests…[is] how 

do we satisfy [their] desire to learn and 

explore?” Ashford explained this desire 

to learn and explore is at the heart of 

Holland’s core cruisers and that he had 

already met with Conference attendees 

to discuss customized products to satisfy 

this desire. 

Royal Caribbean International 

focuses on family travel and active 

excursions for high-energy guests, told 

Goldstein. “But even in that mix, there’s 

plenty of people looking for interesting 

insights into the culinary offerings…or 

certain types of shopping experiences,” 

along with suite guests, who might travel 

on more luxury lines as a couple but 

take their families on RCI cruises, with 

a higher budget and wanting “something 

that’s not cookie cutter…that they 

feel is designed for their interests.” 

He told it was important for destinations 

to have this “ability to cater to an 

array of guests seamlessly.” 

Carnival’s core passenger, mostly 

North American, already look to the 

Caribbean, told Duffy. “For our guests…a 

fun-in-the-sun vacation is what they’re 

looking for…and the destinations in the 

Caribbean and Mexico are for that.” 

But it’s not as easy as just waiting for 

guests to come, which is why she stressed 

the need for innovations and enhancements 

to attract new guests and satisfy 

repeat guests. On Carnival’s end, that 

means bringing new experiences onboard 

to match their cruisers’ demographics, 

such as the new Build-a-Bear program 

because of growing family cruising, and 

Carnival Live! to attract new cruisers, who 

look at the Caribbean for their first cruise, 

according to Duffy. 

“I think in the same way, that’s what 

we look for from all of our destination 

partners…keep the experiences new, exciting, 

different and keep people coming back 

for that.” 

On land, Carnival puts in the same 

kind of effort, like its Cozumel Plus program 

to keep ships later and offer longer 

tours, along with the focus to “create 

unique experiences, particularly for many 

of the Carnival cruisers who have been to 

your destinations repeatedly.” 

Part of this is working directly with 

Carnival’s destination partners on “ideas 

that we can create that really take the 

…KEEP THE 

EXPERIENCES 

NEW, EXCITING, 

DIFFERENT AND 

KEEP PEOPLE 

COMING BACK FOR 

THAT.” 

–Christine Duffy, President, Carnival Cruise Line 

basic shore excursions to another level, and 

I think that we’re finding that our guests 

are willing to pay for those unique experiences 

that they can’t do on their own,” like 

a private villa or yacht experience. 

Not all passengers take shore excursions, 

of course, and the panel explained 

the importance of fulfilling this group. 

Arison shared that some of their most 

highly rated Caribbean ports are ones 

developed by Carnival Corporation. 

“When we develop those ports, we’re 

thinking about both kinds of customers, 

those that are buying shore excursions… 

and the ability to walk off the ship and 

still have a good time…and that second 

part is where we tend to have the lowest-rated 

ports.” 

“The whole experience, from 

the minute you leave the ship, has to 

be engaging for the guest,” echoed 

Goldstein, telling this to be especially 

important with the growing number of 

ships with 4-6,000 passengers. 

Considering the number and variety 

of these passengers, ranging from grandchildren 

to grandparents, contemporary 

to ultra-luxury, “the array, the diversity, 

the quality, the seamlessness from the first 

second of emergence from the ship has to 

be there,” he continued. 

And the rewards are waiting for those 

that capitalize on this equation. 

“I don’t think there’s ever been a 

better time in the history of the cruise 

business than now with the types of guests 

these ships are bringing…the opportunity 

is there.” 

The next Roundtable will take place during 

the 2017 FCCA Cruise Conference & Trade 

Show in Merida, Mexico from October 23-27. 



A New Generation Is 

Embracing Cruise Travel 

Today, the attitudes, behaviors and 

travel preferences of cruisers as 

well as non-cruisers vary. The 

2017 Cruise Travel Report released by 

CLIA shares more, delving into a variety 

of topics. From travel planning and 

the increased use of travel agents, along 

with vacation companions and destination 

preferences? The growing number of 

Millennials and Generation Y travelers 

embracing and enjoying cruise travel are 

becoming the new “Cruise Generation.” 

“The cruise industry is growing at 

an incredible pace and on a global scale. 

For that reason, it is critical to continue to 

conduct research to gain the best understanding 

of the attitudes and behaviors 

around travel as a whole and particularly 

around cruise travel,” said Cindy D’Aoust, 

president and CEO, CLIA. “While there 

is a wealth of findings in the 2017 Cruise 

Travel Report, one that stands out is that 

the cruise industry has been successful in 

engaging younger generations.” 

A NEW “CRUISE GENERATION” 

Today, cruise travel has become the most 

popular travel preference among younger 

generations, including Millennials, creating 

a new “Cruise Generation.” This 

generation rates cruise travel as the best 

type of vacation compared to land-based 

vacations, all-inclusive resorts, tours, vacation 

house rentals, and camping. Also 90 

percent of them who have experienced 

cruise travel say they will continue to 

cruise. Cruising is experiencing a rejuvenation 

as Millennials and Generation X 

are becoming enthusiast cruisers and the 

“Cruise Generation” is adopting the cruising 

lifestyle. 

THE NEW WORLD TREND 

People take vacations for a variety of 

reasons that include both relaxation and 

exploration. Almost half of all vacationers 

say they go on vacation to see or do new 


things. A third of them say they want to 

relax and get rid of stress, while 15 percent 

want to spend more time with their family. 

When it comes to people who sail on 

ocean cruises and those go on river cruises, 

they tend to have different motivations. 

Over half the people who take river 

cruises are more interested in seeing and 

doing new things rather than taking this 

as a vacation to relax. Instead, they go to 

learn about history and other cultures. As 

far as ocean cruisers, over a third of them 

take their vacations to relax. Both cruisers 

and non-cruisers identify the destination of 

their vacation as the most important factor 

influencing their vacation choice. 

Finally, nearly all cruisers say cruises 

are better for total relaxation over landbased 

vacations. 

KID- AND FAMILY-FRIENDLY CRUISING 

Although most vacationers travel with 

their spouses or partners, families looking 

to travel together often look to the water 

for a vacation. Nearly half of them bring 

children along, compared to a third of 

land-based travelers. Children often play 

an important part in cruise vacations and 

it’s not just younger ones. Close to half of 

all cruise parties have children under age 

18, and another seven percent have adult 

children. 

Vacationers who take cruises with 

their adult children are the most satisfied 

of all cruisers. Satisfaction is also high for 

people who take cruises with their friends 

(especially on ocean cruises) and with 

their younger children. Given their high 

satisfaction levels, it is only logical that 

cruisers would be very loyal to the experience 

and cruise multiple times. In fact, 

the average cruiser has taken 5.3 cruises 

as an adult. 

MORE TRAVEL TRENDS FOR BOTH 

CRUISERS AND NON-CRUISERS 

Today the vast majority of cruisers 

plan their trips anywhere from four to 

18 months prior to their departure, as 

opposed to non-cruisers. About half of 

non-cruisers book their land-based vacations 

less than three months before they 

go. And contrary to common perceptions, 

people who take cruises are younger than 

those who take land-based vacations. The 

Cruise Generation is also more diverse. 

Travel agents continue to play a vital 

role in cruise vacation planning today, 

with 82 percent of cruisers stating they 

tend to work with a travel agent, compared 

to 40 percent of non-cruisers. 

When it comes to loyalty? An overwhelming 

number of those who cruise are 

loyal to cruise travel, and this is across all 

the generations. More than six out of 10 

Generation Y/Millennial cruisers will definitely 

take another cruise, almost seven out 

of ten of Generation X cruisers will take a 

repeat cruise, and half of Boomers will go 

on to take another cruise trip. 

When it comes to vacation choices, 

the vast majority of cruisers as well as 

non-cruisers alike identify the vacation 

destination as the most important factor 

when making a decision. This is followed 

closely by cost and value. More non-cruisers 

cite this as the second most important 

factor versus cruisers. 

With the growth of the new “Cruise 

Generation,” it may only be a matter of 

time before non-cruisers try out a cruise. 

Cartagena 

AT ITS 

NATURAL 

STATE 

In the middle of a modern port infrastructure a garden of 

1,000 square meters the Caribbean´s wildlife flourish. 

Find more than 300 animals at the Port Oasis of the 

Cartagena de Indias Cruise Ship Terminal. 

www.puertocartagena.com 

#PortOasis 



Yamaguchi, a James Beard Awardwinning 

culinary artist known internationally 

for his Roy’s Hawaiian fusion 

restaurants. His specialty pan-Asian 

restaurant is onboard the new MSC 

Seaside, launching in December 2017. 

The diversity of dining onboard, 

along with growing new culinary experiences 

for their guests to savor and enjoy is 

another way cruise lines are successfully 

luring world renowned chefs to partner 

with them. 

Celebrity Chefs and River Cruising 

Lead the Way in 2017 

Cruise Trends 

The steady pace of cruise travel 

interest along with the significant 

investment in the cruise industry 

are key things that CLIA covers and 

more in the 2017 State of the Cruise 

Industry Outlook. Two top trends for 

2017? Cruise travelers are embracing 

specialized dining options onboard due 

to the growing partnerships cruise lines 

have with famous chefs, and river cruising 

demand is increasing. 

“The cruise industry is responding 

to global demand, and we are highly 

encouraged by both the short-term and 

long-term outlook,” said Cindy D’Aoust, 

president and CEO, CLIA. “From technological 

advancements and deployment 

of new ships to new ports and destinations 

around the world, the industry continues 

to respond to desires of today’s travelers 

resulting in steady growth and strong economic 

impact around the world.” 

THE LURE OF CELEBRITY CHEFS TREND 

Cruise lines continue to partner with 

world famous celebrity chefs, adding a 

special dimension to the cruise experience. 

As a result, a growing trend? Cruise 

travelers are embracing specialty dining 

and will continue considering cruise 

dining experiences based upon celebrity 

chefs. Several cruise lines feature 

restaurants and dishes created by famous 

chefs, and the list continues to grow. 

Legendary master chef Jacques Pepin 

has served as Oceania Cruises’ Culinary 

Director since the cruise line’s beginning. 

Well-known Master Chef Rudi Sodamin’s 

partnership with Holland America Line, 

which first began in 2004, continues his 

role as Master Chef and culinary consultant. 

Celebrity chef Guy Fieri’s partnership 

with Carnival Cruise Lines began in 

2011, with the debut of Fieri’s hand-crafted 

burgers, fresh-cut fries and special recipes 

created exclusively for Carnival. 

World-class Master Chef Nobuyuki 

“Nobu” Matsuhisa’s partnership with 

Crystal Cruises evolved into two specialty 

restaurants onboard, The Sushi Bar and 

Silk Road. James Beard Award-winner 

Michael Schwartz, serves as experience 

advisor for Royal Caribbean and their 

Quantum-class of ships, which features 

his Michael’s Genuine Pub. 

And the celebrity chef collaborations 

continue. One upcoming example? 

MSC Cruises has partnered with Roy 

RIVER CRUISE DEMAND INCREASES 

River cruises offer travelers a unique 

and intimate travel experience. Due 

to demand, CLIA cruise line members 

currently deploy 184 river cruise 

ships with 13 new river cruise ships on 

order for 2017. People who book river 

cruises are attracted to enrichment and 

educational programs. 

And the sailing journey is also considered 

as important as the destinations 

themselves. Providing an experiential 

vacation, that is more all-inclusive, along 

with diverse itineraries are more reasons 

why the strong demand for river cruising 

continues to grow. 

ADDITIONAL TRENDS 

Younger generations, including 

Millennials and Generation Xers, will 

embrace cruise travel more than ever 

before, rating it as better than land-based 

vacations, all-inclusive resorts, tours, or 

camping. The consumer use of a travel 

agent is growing, and cruisers report 

high levels of satisfaction with their travel 

experience when assisted by an agent. 

Interest in ocean cruising remains 

strong, and nearly half of non-cruisers 

expressed an interest in taking an ocean 

cruise. With the cruise industry offering 

a variety of small as well as large market 

port location options across the United 

States as well as internationally, cruisers 

like the convenience of driving to a cruise 

ship. And with more cruise lines introducing 

private island destinations, travelers 

are booking these specific itineraries. 

Finally, adventure travel is growing at a 

record pace, and demand for cruise expeditions 

is high. 



Knowledge Is Power (and Safety): The 

Importance of Crew Training 

A 

happy, well-trained crew makes an enjoyable cruise vacation 

for the over 24 million passengers who cruise annually. 

The cruise industry proudly employs a global workforce 

and offers highly competitive, sought after wages. These 

competitive wages often exceed compensation in crewmembers’ 

home countries. In addition, crewmembers receive free medical 

care, meals and room and board in a clean, well-maintained 

living environment—not to mention the opportunity to explore 

the world. 

Cruise lines know that retaining satisfied, motivated and 

experienced crewmembers is critical to the guest experience, 

and many of those crew will maintain long-term careers in the 

industry. At any one time, there are over 200,000 crewmembers 

living and working aboard cruise ships. Engineers, stewards, 

entertainment directors, bridge officers, medical personnel and 

many more make up this diverse seafaring workforce. These 

crewmembers not only provide great vacation experiences, but 

also work towards ensuring the safety of all on board, passengers 

and crew alike. 

“The seafarers on our member line ships are indispensable 

to the industry and the cruise travel experience,” said Cindy 

D’Aoust, CLIA president and CEO. “They include every person 

working on board from the captain to medical personnel to 

the stewards that makes up passenger staterooms. Our Member 

Cruise Lines employ a truly global workforce, and they are proud 

to have Crewmembers with high job satisfaction who sail year 

after year resulting in employee retention rates up to 80 percent.” 

In providing regulatory oversight, the International Labour 

Organization (ILO) was established to set strict workplace standards 

including those governing treatment, work and rest hours, 

wages and worker rights. These standards, principally through 

the Maritime Labour Convention (MLC), provide uniform and 

guaranteed protections for all seafarers, regardless of where the 

vessel is flagged and define procedures for the worldwide inspection 

of vessels by port States. 

In addition, many cruise industry workers are union members, 

protected by collective bargaining agreements that often 

establish basic frameworks for working hours and other benefits 

beyond the legal requirements. 

Further, both international and national laws require extensive 

crew training. CLIA Cruise Line Members must ensure 

that seafarers assigned to any of their ships are familiarized 


with their specific duties and with all ship 

arrangements, installations, equipment, 

procedures and ship characteristics that 

are relevant to their routine and emergency 

duties. 

The details of such training are 

developed in line with the strict mandates 

and international law of the International 

Maritime Organization (IMO), a specialized 

agency of the United Nations (UN) 

that addresses maritime affairs. These 

laws include the International Convention 

on Standards of Training, Certification 

and Watchkeeping for Seafarers (STCW) 

and the STCW Code, which apply to 

cruise ships. 

These requirements also lay out an 

established system of training, drills, 

inspections, audits and certifications that 

crewmembers must receive in addition to 

training in emergency procedures, safety, 

security and first aid. 

Crewmembers, no matter their job, 

must be trained in safety procedures, 

such as emergency procedures, signals, 

and alarms, evacuation procedures, and 

fire prevention. In addition, many cruise 

ship crewmembers are trained in crowd 

management, direct evacuation services to 

passengers, crisis management and human 

behavior, advanced firefighting, medical 

first aid and medical care, and operation 

of shipboard survival and rescue craft. 

As a result, and as required by 

STCW, the combination of seafarers 

aboard at any time are trained to effectively 

coordinate their activities in emergency 

situations and in performing functions 

vital to safety, security and the prevention 

or mitigation of pollution. 

The IMO continuously raises the 

bar on crew training by developing new, 

and revising existing, training standards. 

For example, the IMO recently adopted 

amendments to the STCW Convention 

and Code related to passenger ship-specific 

training. These amendments further 

enhance the crewmember training in the 

event of an emergency onboard passenger 

ships, including effective communication 

with passengers. 

The IMO has also recently adopted 

specific operational training for officers 

onboard ships operating in polar regions 

and sailing aboard gas-fueled ships. No 

matter where a cruise ship operates, or 

“THE SEAFARERS… 

ARE INDISPENSABLE 

TO THE INDUSTRY 

AND THE 

CRUISE TR AVEL 

EXPERIENCE.” 

Cindy D’Aoust, President & CEO, CLIA 

what fuel it uses, the ship’s officers are 

required to have been properly trained to 

sail a safe voyage. 

The STCW Convention and Code 

are enforced by both flag and port States. 

However, principal enforcement accountability 

rests with the flag State where the 

ship is registered. Flag States must make 

certain that ships registered in their territory 

comply with all international and 

national standards and inspection and 

audit regimes. 

Port States around the world also have 

the right to inspect ships to make sure they 

follow international safety and training 

requirements, regardless of where the ships 

travel. For instance, every ship that visits 

a U.S. port is subject to inspection by the 

U.S. Coast Guard to ensure compliance 

with applicable international training and 

safety requirements for crew. Additionally, 

some port States such as the U.S apply further 

national requirements to cruise ships 

calling on their ports. 

CLIA Cruise Line Members continue 

to be forward leaning and raise 

the bar regarding crew training, either 

at state of the art third party training 

facilities, such as CLIA’s new Diamond 

Executive Partner Simwave and CLIA’s 

Gold Executive Partner Resolve Maritime 

Academy, or establishing their own facility, 

such as Carnival Corporation & plc’s 

Centre for Simulator Maritime Training 

(CSMART). These facilities educate seafarers 

in a number of different formats, 

such as classroom instruction and real life 

simulations, to prepare them for a variety 

of scenarios at sea. 

Cruise ship crewmembers do more 

than provide an enjoyable cruise vacation. 

A highly-trained crew is integral to 

maintaining the safety of all on board, and 

CLIA Cruise Line Members are proud 

of their highly-trained global workforce. 

While training requirements fall under 

international and national regulations, 

CLIA Cruise Line Members continually 

review their policies and practices, and 

lead the maritime community in advancements 

in crewmember training. 



Evolution of Guest and Crew Care 

Programs in the 

Cruise Line Industry 

By Carolyn V. Coarsey, Ph.D. 

On an early morning in March 2016, 

I received a phone call from a man 

whose name I recognized as a survivor 

of an excursion accident. Tragically, 

his wife and most people in his 12-person 

party had been killed. He and one other 

friend were the only survivors. He asked 

me if I knew what day it was. 

I told him that I did not, and he 

reminded me that it was the 10th anniversary 

of the accident. I then told him that 

I certainly remembered the day and the 

events that surrounded the tragedy and 

offered my condolences for his wife’s death. 

He quickly told me that the real 

reason behind the call was to express his 

gratitude for all that had been done for 

him and his family in the aftermath of 

his loss. He told me that during his grief, 

every day he thanked God for the Family 

Assistance Foundation and the cruise 

line’s actions after the tragedy. 

As painful as the loss of his wife of 40 

years had been, his memory also included 

immense positive feelings toward those 

who supported him and his family with 

kindness and compassion because with 

the support offered to him, we had given 

him and his family hope. 

DEVELOPMENT OF CARE PROGRAMS 

The gentleman who called me that day 

is one of the people we at Aviem and the 

Foundation consider the true experts and 

best teachers—those who have lived the 

experience. The stories they so courageously 

share form the basis of the training 

many cruise lines now use to show 

employees, both on and off their ships, 

proven best practices for responding to 

survivors. In this context, the term “survivor” 

includes guests, their families, and 

fellow crew members in crisis. 

In early 2007, the Family Assistance 

Foundation worked with CLIA to locate 

and interview numerous such survivors. 

Their narratives helped shape the first 

cruise line Care Team programs, which 

today continue to support guests and 

employees in crisis with great success. 

Prior to this, many employees had 

instinctively performed well during crises 

while others, fearing they might cause 

further harm, did not. The interviews, 

many videotaped, became the basis by 

which current programs could ensure that 

all survivors in crisis receive a consistent 

and humane response, and they continue 

today as an essential part of continuously 

improving these evolving programs. 

The story of the man who called to 

express his gratitude illustrates the power 

that a swift, compassionate response can 

have on a survivor’s long-term recovery. 

From the business perspective, it is also 

important to note that the man sailed on 

the same cruise line with his family a little 

over a year after the tragedy, and several 

times after that. While friends suggested 

he file a lawsuit, he and his family 

instead wrote letters expressing thanks to 

the company for acting with heart and 

purpose after the accident. 

HEAD AND HEART RESPONSE 

Effective training that includes survivor 

testimony about what helps and what 

potentially harms, along with crew member 

input, is only part of an effective Care 

Program. A well-orchestrated logistical 

plan, with adequate resources such as an 

emergency call center, on-site support, 

and a reliable data collection and management 

system, are also critical to a successful 

response. 

It has been a decade since the 

cruise line industry began this proactive 

approach to supporting survivors of crises 

both on and off ships. In that time, we 

have seen significant industry growth, 

which is a clear indication that cruising 

is a preferred way for people to spend leisure 

time. With that growth comes more 

exposure to crises where extensive planning, 

preparation, logistical support, and 

Care Team responders will be needed. 

As this field has evolved, this case 

study is but one of many that clearly 

indicate the importance of compassionately 

responding to guests, crews, and all 

families involved. It is a win-win for all 

involved. Help exists for survivors, and 

we can help companies who wish to do 

the right thing. 

Carolyn V. Coarsey, Ph.D., was the first 

person to conduct groundbreaking research 

showing the importance of employees’ compassionate 

response in survivors’ long-term 

healing. Her Human Services Response 

(HSR) model has been proven through 

decades of use and ongoing research, and 

is the basis for the training, methods, and 

practices used by Aviem International and the 

Family Assistance Foundation. 


CLIA Joins Efforts to 

End the Illegal Wildlife Trade 

Cruise Lines International 

Association (CLIA) is actively 

engaged in efforts to reduce or eliminate 

trade in illegal wildlife. Protecting 

and preserving the environment including 

its precious wildlife is the right thing to 

do and it is necessary for the enjoyment of 

travelers for generations to come, as well 

as the rich heritage of our world’s beautiful 

ecosystems. The over 25 million passengers 

who will cruise this year depend on 

pristine destinations and their indigenous, 

exotic wildlife for enjoyable and memorable 

vacations. 

WILDLIFE TRAFFICKING IS A 

GLOBAL PROBLEM 

Our planet’s wildlife is disappearing at a 

devastating rate as poachers meet consumer 

demand for exotic wildlife products like 

ivory and sea turtle shells. Much of this 

trade takes place abroad, where travelers 

may encounter unfamiliar objects and be 

unaware of the applicable laws. By educating 

travelers about what to watch out for, 

we can ensure that travelers make educated 

purchasing decisions and help stop the 

demand for these illegal animal products. 

Wildlife traffickers are decimating 

important wildlife populations in many 

nations. Species are being poached in 

Latin America, the Caribbean, South 

America, Asia, and the U.S. And once the 

products are smuggled out of the home 

country, they enter an industrial-scale 

illegal trade that spans the globe. Wildlife 

experts have confirmed that if we don’t 

act quickly, trafficking will wipe out many 

endangered species in our lifetime. 

TRAVEL AND TOURISM IMPLICATIONS 

OF LOSING WILDLIFE 

As animals disappear from the wild, the 

opportunity to view and enjoy them in 

their natural habitat decreases, creating 

a domino effect that is rippling across the 

travel and tourism industry. A new study 

has shown that elephant poaching alone is 

already costing $25 million a year in lost 

tourism revenues. 

For the animals, this is a matter of life 

and death. But for many who depend on 

tourist revenues, it’s a matter of livelihood 

as well. Ensuring animals remain in the 

wild is not only good for the wildlife and 

ecosystems, but it’s also good for business. 

CLIA’S EFFORTS 

CLIA has joined these efforts by partnering 

with two collaborative bodies committed 

to ending the illegal wildlife trade: 

•United for Wildlife: a collaboration 

between seven of the largest field based 

international conservation organizations 

and The Royal Foundation of The Duke 

and Duchess of Cambridge and Prince 

Harry to combat wildlife trafficking. 

•U.S. Wildlife Trafficking Alliance: a 

voluntary coalition of non-profit organizations, 

companies, foundations, and media 



interests that work closely with the U.S. 

government in a collaboration to reduce 

the purchase and sale of illegal wildlife 

products in the United States. 

UNITED FOR WILDLIFE 

In 2015, CLIA became a member of 

the United for Wildlife’s International 

Taskforce on Transportation and the 

Illegal Wildlife Trade. This taskforce comprises 

a prominent group of transportation 

and conservation organizations developing 

recommendations for how the transport 

industry can help shut down illegal wildlife 

trafficking trade routes. 

In announcing the formation of the 

Taskforce, Prince William, the Duke of 

Cambridge and President of United for 

Wildlife, explained that the Taskforce 

would “work with the transport industry 

to develop recommendations for how it 

can play its part in shutting down wildlife 

trafficking trade routes, with the sole 

intention that the implementation of these 

recommendations will lead to a tangible 

and significant reduction in the illegal 

wildlife trade.” 

Further, in March 2016, CLIA 

joined the Duke of Cambridge and 39 

other transportation organizations at 

Buckingham Palace as founding signatories 

of the Declaration of the United for 

Wildlife Transport Taskforce, a historic 

declaration committed to the elimination 

of the routes exploited by illegal 

wildlife traffickers. 

The Buckingham Palace Declaration 

is a landmark agreement outlining 11 

commitments, developed for the tangible, 

significant reduction of the routes 

exploited by traffickers of the illegal 

wildlife trade as they move products from 

the hunting ground to the marketplace. 

Leading names in global transport, 

including CLIA, have come together with 

prominent conservation organizations to 

reach this agreement following 12 months 

of work, negotiations and meetings in 

London, Geneva, and Dubai. 

Prince William, the Duke of 

Cambridge, commended the signatories, 

“By implementing these commitments the 

signatories can secure a game changer in 

the race against extinction. I thank them 

for their commitment, and I invite any 

other company in the industry to sign up 

to the Buckingham Palace declaration 

and play their part in the fight against the 

poaching crisis.” 

CLIA has been especially honored 

to share the cruise industry’s perspective 

on reaching and educating the public, in 

partnership with our esteemed colleagues 

on the Transport Taskforce. The cruise 

industry shares United for Wildlife’s desire 

to break the chain between suppliers and 

consumers of illegal wildlife products and 

create a worldwide atmosphere of zero tolerance 

for facilitating illegal wildlife trade. 

U.S. WILDLIFE TRAFFICKING ALLIANCE 

This past January, CLIA formally joined 

the U.S. Wildlife Trafficking Alliance 

(USWTA), another broad-based effort to 

combat the illegal wildlife trade around 

the globe. As a natural extension of its 

participation in United for Wildlife which 

also seeks to shutdown illegal wildlife 

trafficking, CLIA will assist the Alliance 

by communicating its mission and opportunities 

to become involved to other 

CLIA members. 

The formation of the Alliance comes 

in response to the Obama Administration’s 

release of its National Strategy for 

Combating Wildlife Trafficking in 

February 2014, which called for a collaborative 

effort across all of society–including 

the corporate community–to raise 

awareness, change buying behavior, and 

fight wildlife trafficking by cutting off the 

demand for illegal wildlife products. 

President Obama stated of this issue, 

“That trade is decimating iconic animal 

populations. Today, because of the actions 

of poachers, species like elephants and 

rhinoceroses face the risk of significant 

decline or even extinction.” 

“But it does not have to be that way,” 

he continued. “We can take action to stop 

these illicit networks and ensure that our 

children have the chance to grow up in a 

world with and experience for themselves 

the wildlife we know and love.” 

In partnering with the Alliance, 

CLIA joins other travel and tourism 

non-profit organizations and companies 

including the Adventure Travel Trade 

Association (ATTA), the American Society 

of Travel Agents (ASTA), JetBlue Airways, 

Carnival Corporation, and Royal 

Caribbean Cruises, Ltd. to fight illegal 

wildlife trafficking. 

On December 5, 2016, CLIA 

participated in a panel, “Utilizing 

Corporate Communications to Reach 

New Audiences,” at the Alliance’s Project 

Showcase at the National Geographic 

Museum. There CLIA presented the 

cruise industry’s efforts to inform its members 

about the seriousness of the illegal 

wildlife trade. 

CLIA is proud to commit to these 

efforts and do our part to break the chain 

between suppliers and consumers, particularly 

by increasing awareness among 

our passengers and crew about the nature, 

scale and consequences of the illegal wildlife 

trade. 


Meetings & Events 

Maximizing Seatrade Cruise Global: 

Easy as FCCA 

Seatrade Cruise Global is an exciting 

time for the Florida-Caribbean 

Cruise Association (FCCA), synonymous 

with renewing and creating business 

partnerships, discussing ideas and 

tackling industry issues with the attending 

cruise line representatives and global 

stakeholders. Of course, these opportunities 

are vast during the event’s standard 

programming, but the FCCA maximizes 

these chances for its Platinum Members. 

After all, Seatrade and the FCCA 

have developed a strong, synergistic relationship, 

working together for nearly a 

quarter-century. The collaboration began 

back in the early 1990s, with the FCCA 

actively participating in the planning and 

organization of Seatrade and Seatrade 

supporting the FCCA’s Caribbean-based 

annual conference, fundraising events and 

charitable activities. 

As Seatrade grew its global portfolio 

of events—including Seatrade Cruise 

Asia, Med, Europe and Middle East, plus 

an array of digital products like webinars 

and virtual shows—the FCCA continued 

to be a supporter wherever the collaboration 

took it. 

That collaboration currently benefits 

FCCA members participating in Seatrade 

Cruise Global. As with everything in 

which the FCCA participates, one of its 

main goals is to positively impact the 

working relationship between its members 

and 19 Member Cruise Lines. 

It does this by providing multiple 

events and opportunities to put members 

on a first-name basis with FCCA 

Member Line executives, presidents and 

CEOs—interactions that spawn relationships 

and put a foot in the door. This is 

a key component of the FCCA Platinum 

Membership program and a vital resource 

for any entity doing or desiring business 

with the cruise industry. 

“FCCA events always give me an 

opportunity to meet valuable industry 

stakeholders,” said Adam Goldstein, 

president and COO of Royal Caribbean 

Cruises Ltd. and chairman of the FCCA. 

“These are the people who have ideas and 

projects I want, and need, to know about.” 

To foster these engagements during 

CSM and actualize its resources and 

attendees, the FCCA programmed a block 

of functions coinciding with the event to 

ensure that Platinum Members have a 

direct line to the FCCA Member Line 

executives. 

The FCCA booth itself (#2721) will 

serve as the site for many of these. Besides 

being a one-stop shop for all attendees to 

learn more about the FCCA and what 

it offers, the booth will also host cocktail 

receptions to promote destinations 

and companies while bringing together 

Platinum Members and cruise executives 

in a private atmosphere. Plus, many of the 

same executives and members cycle in and 

out of the booth for meetings arranged by 

the FCCA. 

Of course, there are also the annual 

FCCA events that have become a traditional 

part of Seatrade for many cruise 

executives and Platinum Members. An 


annual pre-event welcoming party will 

offer members and cruise executives an 

intimate affair so they can reacquaint and 

prepare for the long days ahead. 

The FCCA Welcome Aboard VIP 

Reception take place the evening of 

Tuesday, March 14. Following a long day 

of meetings and workshops, sore and tired 

Platinum Members will loosen their ties 

for a fun night and unique networking 

opportunities with some of the cruise 

industry’s most important decision makers. 

On the following evening, the FCCA 

Gala will allow any participant to have 

a private dinner with a cruise line executive 

or even a CEO, such as Goldstein 

himself, along with Orlando Ashford, 

President, Holland America Line; 

Michael Bayley, President & CEO, Royal 

Caribbean International; Arnold Donald, 

CEO, Carnival Corporation & plc; Lisa 

Lutoff-Perlo, President & CEO, Celebrity 

Cruises; Jason Montague, President 

& CEO, Regent Seven Seas Cruises; 

Richard Sasso, Chairman, MSC Cruises 

(USA) Inc.; and Andy Stuart, President & 

CEO, Norwegian Cruise Line. 

They will be on-hand with all 

attendees for a 90-minute networking 

reception and silent art auction sponsored 

by Park West Gallery before sitting 

down to host a private dinner with 

a side of relationship and business development. 

Individual tickets were also 

available with executives ranging from 

managers to senior vice presidents. 

“ THE FCCA OPENS 

THE DOOR TO THE 

CRUISE INDUSTRY 

AND PUTS YOU IN THE 

MIDDLE OF 

THE ACTION.” 

–Micky Arison, Chairman, 

Carnival Corporation & plc 

More than just admission, these 

tickets included full access—from the 

networking reception to a sit-down dinner 

with a pre-selected executive—and 

benefited a good cause, with all proceeds 

benefiting the FCCA Foundation, 

the non-profit, charitable organization 

that funds humanitarian causes in the 

Caribbean and Latin America. Most 

recently, nearly 9,000 underprivileged 

children throughout 42 had something 

to celebrate because one of the 

Foundation’s annual events, the Holiday 

Gift Project, delivered gifts, festivities 

and smiles. 

Indeed, 2017 Seatrade Cruise 

Global will benefit participants with its 

success-proven formula combined with 

many new features by UBM, but the 

FCCA offers backstage passes to visit 

the real rock stars—key decision makers 

from FCCA Member Lines. 

Or, as Micky Arison, chairman of 

Carnival Corporation & plc, said, “The 

FCCA opens the door to the cruise 

industry and puts you in the middle of 

the action.” 



Key Cruise Line Executives and FCCA Platinum Members Gather for 

Meetings, Business Opportunities and Family Fun 

“THIS IS AN 

IMPORTANT 

TOOL FOR BOTH 

THE MEMBERS 

AND THE CRUISE 

INDUSTRY…” 

–FEDERICO GONZALEZ-DENTON, 

ASSOCIATE VICE PRESIDENT, 

GOVERNMENT & 

COMMUNITY RELATIONS, 

LATIN AMERICA & THE CARIBBEAN, 


On January 13, more than 150 

FCCA Platinum Members, 25 decision-making 

cruise and their families 

made their way to PortMiami for the 

FCCA PAMAC Cruise Summit. Carnival 

Victory welcomed the group and hosted the 

three-day schedule leading to win-win situations 

and relationships. 

As usual, the annual event’s agenda 

ranging from one-on-one meetings to tours 

offered a healthy balance of business sessions, 

networking opportunities and family fun. 

After all, linking some of the premier players 

of the destinations’ private and public sectors 

with the high-level cruise executives not only 

offers valuable collaboration and promotion, 

but also makes them comfortable together to 

form invaluable partnerships. 

“FCCA membership events like the 

PAMAC Cruise Summit are essential to 

both the members and cruise line representatives,” 

said Adam Goldstein, president 

and COO, Royal Caribbean Cruises Ltd., 

and chairman, FCCA. “They join some of 

the industry’s most influential decision makers 

with significant stakeholders from the 

Caribbean and Latin America, which leads 

to positive developments for all parties.” 

Activities began almost as soon as 

Carnival Victory sailed from PortMiami, 

when the crowd congregated for the 

Business Card Exchange and Reception. 

Here, members and executives exchanged 

cards and words, discussing recent trends 

and developments—from a new tour product 

to a new child. 

Dinner followed, where members and 

executives joined to continue their discussions 

or start a new one by sitting with 

someone different. Tables set aside for the 

group provided a selection of conversation 

partners, from family and other Platinum 

Members or a choice of cruise executives 

that decide where ships call, what sells 

onboard and how to invest in products, 

infrastructure and technology. 

The next day started with a two-hour 

session of one-on-one meetings, where 


members privately met with pre-selected executives. Often these 

executives filled a required need for discussing and presenting 

new business, as they decide where ships call, what tours and 

products sell onboard, and how to invest in infrastructure. 

Additionally, they have the knowledge to offer their input and 

cruise line’s perspective to make a more viable business model 

and tailor offerings for the line and industry. 

“The one-on-one meetings allow for us to address the 

specific concerns or learn about new products from Platinum 

Members,” shared Federico Gonzalez-Denton, associate vice 

president, government relations, Caribbean & Latin America, 

Royal Caribbean Cruises Limited. “This is an important tool for 

both the members and the cruise industry. For us, we frequently 

learn about new developments and products, and we are able to 

help fine-tune them to best fit the cruise lines. For the members, 

it gives them a real vantage point in knowing what the lines are 

looking for and how to appeal to them.” 

A free day at Atlantis, Paradise Island, with water slides and 

close encounters with dolphins providing closer encounters between 

the group to build stronger relationship. The day also put the shoe 

on the other foot, allowing the group to see what they want to 

experience and how they want to be treated, along with getting a 

different perspective of crowd control, passenger flow, transportation 

from and to the cruise ship and tour guide interaction. 

Alarm clocks announced the following day, with the group 

again rising early for one of the Summit’s most important proceedings, 

the PAMAC Meeting. A fixture of PAMAC events, 

the Meeting allowed members to present and discuss their latest 

developments and issues with an expert panel of executives. 

“[The PAMAC Meeting] is an important feature for relaying 

all of the latest information to the members while also giving 

a chance to know how to best learn from it and implement what 

they need to fully take advantage of this knowledge—from an 

individual operational level to steps they must take to improve 

their destination and region,” told Matthew Sams, vice president 

of Caribbean relations, Holland America Line. 

The group then enjoyed free time until gathering that evening 

for a networking event and dinner. This ensured that members 

had the opportunity to talk with whomever they needed and left 

no ends untied. The sense of urgency encouraged them to wrap up 

(or begin) ongoing discussions or business proposals, but this did 

not stop many from simply enjoying their company and meal. 

In all, the FCCA PAMAC Cruise Summit provided another 

successful example of what FCCA’s Platinum Member events 

seek for its members and executives: to provide the knowledge 

and opportunities to develop products and destinations for—as 

well as appeal and promote them to—cruise lines, all while having 

some laid-back fun in comfortable settings that lead to real 

connections and relationship building. 



Cruise360 

Offers a Panoramic View of Cruising 

Cruise Lines International 

Association’s (CLIA) annual conference, 

Cruise360, returns to Fort 

Lauderdale this spring. The biggest professional 

development event of the year, 

Cruise360 features a week’s worth of professional 

development, networking, ship 

inspections and the latest industry trends. 

As the largest and only official conference 

of the cruise industry, Cruise360 

brings together travel professionals, cruise 

line representatives, ports & destinations, 

industry suppliers and CLIA preferred 

partners for a truly panoramic view of the 

cruise industry. 

MORE PROFESSIONAL DEVELOPMENT 

THAN ANYWHERE 

Cruise360’s schedule is packed with CLIA 

seminars geared towards travel agents at 

every stage of their career. For those interested 

in achieving certification, Cruise360 

features separate paths for all certification 

levels. And with all the seminars offered 

twice for ease of scheduling, attendees can 

make significant progress towards certification 

by attending Cruise360. 

The professional development lineup 

includes two certificate programs. 

Meetings & Events at Sea focuses on 

exploring the advantages of booking and 

hosting events on cruise ships. And the 

brand-new Specialty & Boutique Cruise 

Certificate focuses on river, yacht, expedition 

and luxury cruising. 

THE SHIPS ATTENDEES WILL 

WANT TO SEE 

Cruise360 offers six days of ship inspections 

featuring 15 of the latest ships, 

including Harmony of the Seas, Carnival 

Vista and Cunard’s Queen Victoria. 

POWERFUL INDUSTRY INSIGHTS 

The diverse general sessions bring together 

some of the biggest industry leaders. 

They’ll be providing and sharing powerful 

insights, so everyone attending will leave 

feeling energized and empowered. 

NETWORKING 

Beyond professional development and 

ship inspections, Cruise360 features 

numerous opportunities for connecting 

with other travel agents, CLIA Cruise 

Line Members, and others in the industry. 

From the lively Cruise360 marketplace 

Tradeshow to CLIA’s Hall of Fame 

Awards Dinner, attendees have plenty of 

opportunities to engage and learn from 

others at Cruise360. 


On Board 

Carnival Corporation Unveils Game-Changing 

Guest Experience Platform 

Arnold Donald, CEO of Carnival Corporation & plc, made 

history as the first travel industry executive to deliver the 

opening keynote at CES, where he unveiled the company’s 

and the world's first interactive guest experience platform capable 

of transforming vacation travel into a highly personalized and 

elevated level of customized service on a large scale. The Ocean 

Medallion is a first-of-its-kind wearable device that enables every 

guest to have a personal digital concierge to maximize each 

guest's experience, bridging the physical and digital worlds to 

deliver a new level of personalized service not previously considered 

possible. 

“It opens an entire world of experiences, and the personal 

power it unleashes is huge," Donald told the 2,600 people in the 

main ballroom at the Venetian Las Vegas. Powered by Carnival’s 

proprietary technology featuring an Internet of Things (IoT) network 

of intelligent sensors and experiential computing devices, 

the Ocean Medallion enables individuals to be recognized and 

helps them personalize their experience in countless ways. 

FAIN HAILS CARNIVAL'S OCEAN MEDALLION 

AND REVEALS EXCALIBUR 

“Technology can be used to help our biggest single problem—not 

enough people understand cruising,” said Richard Fain, chairman 

and CEO of Royal Caribbean Cruises Ltd., as he praised 

Carnival’s rollout of its Ocean Medallion that “got a lot of positive 

publicity” and proceeded to reveal Royal Caribbean’s own 

plans, codenamed Excalibur. 

Royal Caribbean debuted its own wearable technology, 

WOWbands, two years ago, using RFID technology to open 

stateroom doors, make purchases and access the Royal iQ app 

for planning and activities. But Royal is is now working on a new, 

ambitious and all-encompassing application, which Fain told will 

debut in the summer and be rolled out across six to 11 ships over 

the next year. 

MSC SEAVIEW COIN CEREMONY MARKS MILESTONE IN 

EXPANDING MSC CRUISES' FLEET 

MSC Cruises and Fincantieri marked a key milestone in the 

building of 154,000gt MSC Seaview with a coin ceremony, held 

at Monfalcone shipyard on February 2, 2017. At 323mtr long, 

MSC Seaview is the second Seaside-class vessel and the third 

next-generation cruise ship that will come into service under 

MSC Cruises’ ten-year investment plan through 2026. 

“MSC Seaview is a reflection of our unique and ongoing 

commitment to each time bring to market the most innovatively 

conceived cruise ships,” said Pierfrancesco Vago, executive chairman 

of MSC Cruises. 

A NIGHT TO REMEMBER: SEABOURN ENCORE CHRISTENED 

Seabourn formally introduced Seabourn Encore to the world at 

a festive evening ceremony pier side in Singapore on January 7. 

International recording artist and world’s best-selling soprano 

Sarah Brightman presided over the naming ceremony as godmother 

of the new 600-guest ship, the first of two new all-suite 

vessels for the company. 

“The launch of Seabourn Encore marks the start of a new 

era of ultra-luxury cruising,” said Richard Meadows, Seabourn 

president. “Seabourn Encore marks a major step forward in terms 

of growth for our company.” 

NORWEGIAN CRUISE LINE TO BUILD NEW NEXT 

GENERATION OF SHIPS 

Norwegian Cruise Line’s next generation of ships will be built by 

Fincantieri S.p.A. Four 3,300-passenger, 140,000 gross ton ships 


are on order for delivery in 2022, 2023, 2024 and 2025, with an 

option for two additional ships to be delivered in 2026 and 2027. 

The new class of ships will build upon the highly successful offering 

of freedom and flexibility found on the brand’s most recent 

Breakaway-Plus Class ships and feature a host of innovative 

designs that will further elevate its already award-winning guest 

experience. A priority of the prototype design is energy efficiency, 

with the aim of optimizing fuel consumption and reducing the 

impact on the environment. 

CARNIVAL CORPORATION TO BUILD TWO NEW SHIPS 

Carnival Corporation & plc signed a Memorandum of 

Understanding with Italian shipbuilder Fincantieri S.p.A. to 

build two new cruise ships with final contracts expected to be 

executed in early 2017. The two new ships are designated for the 

company's Holland America Line and Princess Cruises brands. 

With the new agreement, Carnival Corporation now has 19 new 

ships scheduled to be delivered between 2017 and 2022. Holland 

America’s third Pinnacle-class ship is expected for delivery in 

2021, and Princess Cruises’ sixth Royal-class vessel is expected 

in 2022. 

MSC CRUISES AND STX FRANCE COMING INTO FORCE ON 

MERAVIGLIA-PLUS CRUISE SHIPS 

Pierfrancesco Vago, executive chairman of MSC Cruises, confirmed 

the two options for “Meraviglia-Plus” ships on the occasion 

of MSC Meraviglia’s coin ceremony, and the contract has 

come into force, with the two companies agreeing on all ship 

specifications. The two ships, the largest ships ever built for a 

European cruise line and the second largest globally, will be 

delivered in October 2019 and September 2020, respectively. 

CARNIVAL ECSTASY EMERGES FROM 

MULTI-MILLION-DOLLAR MAKEOVER 

The Charleston, S.C.-based Carnival Ecstasy has undergone 

a multi-million-dollar renovation that has added a variety of 

new dining and beverage innovations. Some of the exciting 

new options include Guy’s Burger Joint; BlueIguana Cantina; 

Alchemy Bar; and Cherry On Top, the “sweetest spot on board” 

celebrating life’s simple indulgences with bins of bulk candy, fun 

fanciful gifts and novelties, custom apparel and more. The new 

spaces complement Carnival Ecstasy’s wide range of on-board 

features, including the poolside RedFrog Rum Bar, a massive 

WaterWorks aqua park; a Serenity adults-only retreat; and a luxurious 

Spa Carnival health and wellness facility. 

CELEBRITY CRUISES TAPS DESIGNER NATE BERKUS TO 

INTRODUCE CELEBRITY EDGE TO THE WORLD 

To kick off the New Year in style, Celebrity Cruises announced an 

exclusive partnership with design icon Nate Berkus, naming him 

Design Ambassador for the brand’s newest class of ships – Edge 

Class. As Design Ambassador, Berkus will bring his distinctive 

personality to the launch of Celebrity Edge, hosting a series of 

reveal events alongside Celebrity’s president and CEO, Lisa 

Lutoff-Perlo, and chairman and CEO of Royal Caribbean Cruises 

Ltd., Richard D. Fain. Designed, and soon to be revealed to the 

world in 3D, Edge Class will transform the future of cruising. 

DIVE INTO ADVENTURE WITH PADI OPEN WATER DIVER 

COURSE ON ROYAL CARIBBEAN 

Royal Caribbean International is now the only cruise line in the 

world with onboard PADI (Professional Association of Diving 

Instructors®) Five Star Dive Centers, which allows guests to 

become certified scuba divers as part of their vacation. Adventure 

seekers can dive in, exploring hundreds of storied shipwrecks in 

destinations like St. Thomas and the British Virgin Islands, and 

some of the most vibrant and renowned coral reefs across the 

Caribbean, including the Belize Barrier Reef, the second largest 

barrier reef in the world. 

“BEAUTY AND THE BEAST” TO BECOME NEW STAGE 

SPECTACULAR ON DISNEY CRUISE LINE 

A tale as old as time gets ready to take the stage with “Beauty 

and the Beast.” The show will expand upon the most imaginative 

elements of the highly anticipated live-action and classic films 

and delight Disney Cruise Line guests aboard the Disney Dream, 

beginning this November. The production will bring the timeless 

fable to life like never before, featuring a style of theater that 

interlaces classic storytelling elements with cutting-edge technology, 

to create a unique, theatrical experience in the 1,340-seat 

Walt Disney Theatre. An innovative take on the story will transform 

renowned songs into spectacular, show-stopping numbers, 

and lavish costumes and puppetry will bring a fresh perspective 

to beloved characters. 

PRINCESS CRUISES UNVEILS NEW LOOK CHILD 

AND YOUTH CENTERS 

Princess Cruises has announced plans to expand its Discovery at 

Sea partnership with reimagined youth centers, including new 

experiences and center designs to help young Princess explorers 

learn, play and create fun memorable memories while on a cruise 

holiday. This multi-million investment is currently rolling out 

fleet-wide through 2017 as part of the cruise line's partnership 

with Discovery Consumer Products, with the program implementation 

taking place early this year and new center designs planned 

for installation during scheduled ship renovations. Catering to 

specific age groups, the new offering will feature three centers 

where kids and teens can make new friends and participate in a 

range of specially designed activities. 


On Land 

• Strives to give the best possible 

experience to their guest, every time. 

• Looks for ways to exceed their customers’ 

expectations and give them 

WOW experiences. 

• Sees their customers as individuals 

and shows great respect, treating 

them as if they were guests in their 

own home. 

What Can Frontline Training 

Do for Your Destination? 

By Beth Kelly Hatt, President, Aquila’s Center for Cruise 

Excellence, the FCCA’s Official Training Partner 

Is your destination looking for a sustained 

competitive advantage? Is the 

creation of a culture of service important 

to your region? Then the FCCA 

Frontline Destination Training can help. 

After all, focusing on a destination’s service 

excellence is paramount to guest satisfaction 

and return visits for both cruisers 

and land-based guests. 

“We recognize the importance of 

training to enhance the experience of our 

cruise visitors,” said Mario Arends, cruise 

manager of Aruba Tourism Authority. 

“The training sessions for tour guides, 

frontline and tour operators have been 

very well received and has proven to give 

the results we were looking for...we can’t 

recommend this service training enough.” 

Aquila delivered four of these sessions 

last fall, and it found that the FCCA 

Frontline Destination Training benefitted 

destinations even more than expected. 

“We could not envision just how comprehensive 

the training was or the reception 

and the enthusiasm that the course 

would solicit from the participants,” 

praised Jeanne Rogers-Vanterpool, 

president of the Office of Tourism of 

St. Martin. “The two-day seminar was 

packed with a wealth of information on 

the challenges and opportunities that 

could help us improve… 

It also focused on achieving certain 

standards of excellence, skills for dealing 

with specific sectors… more than anything, 

it drew our attention to the fact 

that cruise tourism is an industry that at 

its core is about human relations and how 

well we conduct our customer service.” 

In cruise destinations around the 

world, frontlines interact with cruise 

guests and create the customer experience 

and satisfaction. Engaging them and 

sharing why the cruise sector is crucial to 

the destination, and to them personally, 

will make a difference. Then empowering 

them with the tools to deliver consistent, 

exceptional service will lead to WOWs 

and a true service culture. 

A frontline exemplifies this culture of 

service if everyone who comes in contact 

with a guest: 

• Understands that every interaction 

with a cruise guest is an opportunity 

to provide a memorable experience. 

• Understands that when things happen, 

while it may not be their fault, 

they must do whatever possible to 

fix it. Often guests just want an 

apology and assurance that someone 

cares. 

• Understands that their actions are 

integral to the destination’s or company’s 

success and that their extra 

efforts are appreciated. 

• Is empowered with the skills to 

listen to the customer, solve problems, 

turn negatives into positives 

and make decisions so that excellent 

service can be delivered. 

• Is constantly on the lookout to 

improve service and provide 

even more WOW experiences to 

their guests. 

The FCCA Customer Service and 

Frontline Destination Training goes 

through exercises with the participants to 

create this culture of service excellence, 

and it is available to all FCCA members. 

“The Aquila customer service training 

program was exactly what was necessary,” 

said Maurice Adriaens, director of 

Tourism Corporation Bonaire. “All the 

participants were happy to learn from 

a business veteran, and Bonaire will for 

sure make use of Aquila training services 

to continue to improve our service.” 

Give your destination a competitive 

advantage and create a culture of service 

excellence – it works! 

Contact Beth for more information about 

this FCCA Frontline program and other training 

at Beth@CruiseExcellence.com. 


Why Do the World’s Largest Cruise Ships Choose 

One of the Caribbean’s Smallest Islands? 

Close to other islands. Far from ordinary 

Cruise lines prefer St. Kitts because it’s close to other island destinations and provides passengers with easy access to 

an unforgettable day of authentic experiences. Our two berths (1,100 ft long with minimum depth of 28 ft) are just steps 

from the historic capital of Basseterre and within easy range of thrilling half-day adventures further afield. 

Please contact us for a confidential review of your requirements. 

P.O. Box 132 • Pelican Mall • Basseterre, St. Kitts 

(869) 465-4040 

Explore www.StKittsTourism.kn 

/StKittsTourism 

@StKittsTourism 

/MyStKitts

Cruise Industry’s Rising Tide: 

Does It Lift Your Destination? 

By Michele Paige, President, Florida-Caribbean Cruise Association (FCCA) 

I 

have good and bad news for Caribbean cruise destinations 

and stakeholders. The good news is that the cruise industry 

continues to steam along, with a record-breaking 24.2 million 

passengers cruising globally in 2016, four percent more than 

the record set in 2015, and 25.3 million passengers forecast to 

cruise in 2017, along with popularity of global cruise vacations 

outpacing land-based vacations by a 20% margin between 2004 

and 2014, demand for cruising increasing 62 percent between 

2005 and 2015, and eight out of 10 CLIA-certified travel agents 

expecting an increase in sales in 2017. Plus, the industry’s longterm 

potential looks even brighter, currently representing only 

two percent of the total leisure travel market and having the 

highest satisfaction rates among global travelers. 

The bad news is that this same kind of success is not guaranteed 

for destinations. In fact, as will soon be discussed, this 

growth means more competition, but it also offers exponentially 

more opportunities for destinations willing to put in the same 

kind of work that led to the wave of progress. 

Yes, the numbers continue to rise, being supported by constantly-increasing 

capacity, with nine new ocean-going vessels 

with more than 23,000 lower berths and investment of more 

than $5.5 billion launching in 2016 alone and an order book 

featuring 46 new FCCA Member Line ships with more than 

180,000 lower berths and an investment value of $40 billion. 

However, the main factor in the consecutive records is an 

occupancy that continues to surpass 100 percent, even with the 

growing capacity, meaning that demand outstrips supply. Where 

are these passengers coming from? 

Well, the growing global markets certainly help. Asia has 

experienced meteoric growth, with a 24 percent increase from 

2014 to 2015, and welcoming more than 2 million passengers in 

2016. And Australia, New Zealand and the Pacific are nipping 


On Land THE CARIBBEAN & THE AMERICAS 

at its heels, with a 14 percent increase 

between 2014 and 2015 and 1.1 million 

passengers in 2016. 

The growth of these global markets 

has already surpassed the increasing 

capacity. Considering that ship building 

is naturally limited to a cap of approximately 

four percent per year, market 

shifts this significant mean that ships are 

being relocated. The Caribbean experienced 

some of these effects in 2016, with 

itinerary deployment share decreasing 

more than five percent year-over-year 

(despite still welcoming the lion’s share of 

capacity with 33.7 percent). 

Now here you might expect some 

good news for the Caribbean, like its 

recent success in driving higher yields 

and pricing, aided by a strong US economy 

and proximity to the world’s leading 

source market, North America, which 

had 12.01 million of 2015’s 23 million 

cruisers and expects more than 14 million 

by 2019. Or I could mention the 

Caribbean’s projected passenger increase 

of around five percent in 2017, while 

Europe deals with geopolitical issues and 

Asia faces price resistance. 

That increase offsets 2016’s loss 

and puts the Caribbean back on track, 

right? Well, many cruise executives 

would disagree, arguing that despite 

the Caribbean’s short-term health, its 

long-term options are limited in potential 

growth because that world-leading 

source market is facing a point of saturation. 

Fortunately for Caribbean cruising, 

there are plenty of facts refuting that. 

To start, that penetrated source market 

might have some wiggle room after all, 

with about 76% of the U.S. population 

having never cruised, meaning more 

than 242 million potential new cruisers. 

And there is reason for optimism 

in converting these potential cruisers, 

as the MMGY Global 2016 Portrait of 

American Travelers found that 12 percent 

of active US leisure travelers (who 

took at least one overnight trip for leisure 

purposes) cruised at least once within 

the last year, and 56 percent wanted to 

cruise in the next two years. 

The Portrait also found a strong 

interest in cruising from the largest 

generational cohort of active travelers 

today—Millennials. Eighteen percent of 

Millennials cruised in the year surveyed, 

and 66 percent wanted to cruise in the 

next two years. 

Plus, the Caribbean can expect 

increased demand through new destinations, 

like the opening of Cuba unleashing 

pent-up demand and the creation of destination 

developments like Norwegian’s 

Harvest Caye, Belize and Carnival’s 

Amber Cove in Puerto Plata, Dominican 

Republic giving new reasons to cruise for 

past and potential cruisers alike. 

They also give the possibility of more 

itinerary options, which not only appeal 

to past cruisers looking for something 

fresh, but also create opportunities for 

higher yields and could lead to more and/ 

or bigger ships in the region. 

…THIS GROWTH 

MEANS MORE 

COMPETITION, BUT 

IT ALSO OFFERS 

EXPONENTIALLY 

MORE 

OPPORTUNITIES…” 

And this demand could extend to the 

freshly converted global cruisers. After 

all, new cruisers have a high conversion 

rate to repeat cruisers who sample multiple 

products, like luxury liners, and 

destinations. So just as North American 

cruisers often venture to Europe or 

Asia for exotic cruises, the Caribbean 

should—and already has—welcome more 

Europeans and Asians, as well as new 

cruise brands and homeporting options. 

So how can your destination or company 

maximize this potential rising tide 

in the Caribbean? It will take some work, 

like constantly refreshing and creating 

new products that WOW passengers and 

make them want to return and tell friends 

and family; building a brand founded on 

authentic culture and experiences; staying 

at the forefront of consumer expectations 

and the industry’s developments and 

needs; and working with lines to tailor 

options for particular brands and demographics. 

This all sounds hard, but it’s as easy 

as the FCCA. We work with destinations, 

ports, tour operators and more to tap into 

the synergy in working with the cruise 

industry. After all, in order to be successful, 

the industry needs for cruise lines and 

destination stakeholders to have mutual 

success, interests and understanding. 

This is why the FCCA was created 

in the first place and why it continues to 

create understanding and direct partnerships. 

We do this not just by offering 

access to key decision makers from our 

19 Member Lines through a series of 

meetings and events, but by first getting 

to know our Platinum Members and creating 

a tailored approach to help their 

operations—from developing new tours 

to entire destination developments, from 

getting products on board to triple-digit 

increases in passenger arrivals. 

The same range applies to our 

approach. For instance, our work with 

Puerto Rico led to an expanded terminal 

to support Oasis-class ships, an improved 

shoreside welcome, new destination products 

and more local purchasing, while we 

are working with destinations like Saint 

Martin to appeal to smaller luxury liners 

and Guadeloupe and Martinique to 

increase the amount of German-speaking 

tour guides to support more calls from 

AIDA and TUI Cruises. 

Differentiation like this is the cruise 

industry’s hull, and we go the extra nautical 

mile to ensure our members can benefit 

from all these kinds of operational nuances. 

We look forward to continuing this work 

because it truly benefits all involved—and 

even the citizens indirectly involved. 

And some of these opportunities 

will be available first-hand at this year’s 

FCCA Cruise Conference & Trade Show 

in Merida, Mexico from October 23-27. 

Here, anyone can register to gather with 

more than 1,000 attendees and 100 cruise 

executives to develop understanding and 

business through one-on-one meetings, 

workshops and networking functions. 

I look forward to seeing you there 

and further fulfilling the FCCA’s mission 

to create beneficial relationships between 

cruise lines and partner destinations’ private 

and public sectors. 


On Land 

THE CARIBBEAN & THE AMERICAS 

Prime Minister Holness and Minister Bartlett with Micky Arison, Chairman, Carnival Corporation & plc; Arnold Donald, 

President & CEO, Carnival Corporation & plc; Adam Goldstein, President & COO, Royal Caribbean Cruises Ltd. & FCCA 

Chairman; and Michele Paige, President, FCCA 

Prime Minister and Minister of Tourism of Jamaica 

Share Past and Future Tourism Plans 

The FCCA recently organized a reception for Jamaica’s 

prime minister, The Most Hon. Andrew Holness, featuring 

attendees like Micky Arison, chairman of Carnival 

Corporation & plc; Adam Goldstein, president & COO of Royal 

Caribbean Cruises Ltd. and FCCA chairman; and Richard 

Sasso, chairman of MSC Cruises (USA) Inc. 

After the reception, the FCCA sat down for a few words with 

Prime Minister Holness and Minister of Tourism Hon. Edmund 

Bartlett. A lightly-edited transcript of the discussion follows: 

FCCA 

You were once the youngest prime minister in Jamaica’s history. 

As you may know, cruising is the youngest industry in the luxury 

travel sector. Do you have any words of wisdom to share with 

the young, blossoming industry? 

PM 

I think the cruise shipping industry still has great potential for 

growth. In Jamaica’s case, we have exceptional potential for 

growth. We have history, location, culture and wonderfully naturally 

hospitable people. So I think the potential for Jamaica is 

absolutely great. 

As more and bigger ships are built, technology improves, 

and ships travel longer distances, destinations like Jamaica 

become reachable for markets that were previously considered 

too far for cruise ship travel. 

For the industry in Jamaica, I think there has to be a far 

greater understanding of the developments in the industry and 

a far greater willingness on our part to create an environment 

that shows off Jamaica the best way for passengers. 


FCCA 

So it partly comes down to education, 

which is fitting as you were minister of 

education. You also served as executive 

director in the Voluntary Organization for 

Uplifting Children and have two children 

of your own, so both education and children 

are important to you. What kind of 

Jamaica do you want the children to experience, 

and how does tourism play a role? 

PM 

The Jamaica I want them to experience is 

one in which they fulfill their full potential, 

one in which they can be happy, 

have reasonable expectations for a prosperous 

life, and where they can develop 

their knowledge, learning and skills, be 

employed, have access to various services 

and amenities that improve their quality 

of life, and contribute to the general 

development of mankind. 

I think tourism plays a major role in 

that, certainly as an economic driver and 

provision of employment. It could also 

play a role in a better understanding of 

the environment because tourism is so 

inextricably linked to the environment. It 

plays an important role in the preservation 

of culture and our artifacts and the 

representation of our history, because all 

those things make the tourism package. 

FCCA 

Circling back to education and tying 

some of these threads together, how 

educated do you believe your citizens 

are about the cruise industry, such as its 

economic impact and their own impact 

on passengers’ experience, with everyone 

interacting with cruisers serving as an 

ambassador to the destination? 

PM 

I think there is a general knowledge about 

the importance of cruise shipping across 

the island, but certainly in the towns and 

cities where tourism, and in particular 

cruise ship visiting, is important, there is 

a very high level of understanding of the 

industry. 

But I think that there needs to be a 

general rethink of how citizens interact 

with tourists and how we develop our 

towns, cities and infrastructure to carry 

larger volumes of visitors. Too often we 

tend to create one environment for tourists 

and another environment for locals. 

What we really need to do is create an 

environment where everyone can flow, 

function, visit, articulate and enjoy in 

safety, security and seamlessness. 

FCCA 

Very true that tourists, especially cruise 

passengers, value authenticity and cultural 

experiences. You also mentioned 

safety and security, and you have a plan 

to heighten security. Can you give any 

details about that? 

PM 

As it relates to tourism, we continue to 

take that very seriously. At any one time, 

we can have over 300,000 visitors on our 

island. So the government has the duty to 

protect not just the citizens, but the people 

who visit the island as well. 

I would say in general Jamaica is a 

safe place for tourists and that the various 

stakeholders want to protect the tourists, 

and that’s just a natural inclination. But 

we don’t take it for granted that there 

could be elements, local or external, so 

we do take security from the highest level 

to safeguard of our ports, airports, transportation 

system, etc. 

We continue to invest in those, but 

for the general issue of crime, which 

affects many countries like Jamaica, we 

have developed a plan to ensure that we 

reduce crime significantly within the 

next five years. We call that plan Secure 

Jamaica. 

FCCA 

You also have a plan for tourism 

enhancement. What does that entail? 

MOT 

Ensuring that the destination is what we 

call “come to mind” entails building out 

the infrastructure that will enable the 

environment for tourism to grow and for 

the experience to be exceptional. The 

infrastructure for this involves building 

our human capital through training and 

recognition of service; preservation of the 

cultural and artistic values of our people; 

and the enhancement of the creative 

capacity to deliver more material goods 

that are conversational, meaning it carves 

out a conversation for a visitor even years 

after they have left the destination. 

In the specific case of cruise, the 

ports and immediate areas around the 

ports, as well as the shore excursion experiences, 

will get more attractions. We’re 

utilizing more technology to drive better 

experiences and facilitate ease of movement 

around areas, as well as giving a 

higher level of visitor satisfaction. 

FCCA 

Speaking of the movement, Jamaica 

recently completed a new interstate, making 

it possible to visit Montego Bay and 

Ocho Rios on the same day. How can 

that benefit tourism? 

PM 

We made a major investment in our 

road infrastructure, in which we continue 

to invest, making most destinations 

in Jamaica reachable. That effectively 

widens the reach of tourism. Now there 

is a $600 million highway, which cuts 

the travel time in half from Kingston to 

Ocho Rios and Kingston to Montego 

Bay. So Jamaica and all its assets and 

attractions are now reachable. 

There is a plan to do a major highway 

development on the south coast, 

which will open a new frontier for tourism 

in Jamaica. 


On Land 


Cuban Itineraries on the Charts for 

Norwegian and Royal Caribbean, Full Steam 

Ahead for Carnival 

Cruise lines continue to chart the 

course for Cuban cruising. On 

December 7, both Norwegian 

Cruise Line Holdings Ltd. and Royal 

Caribbean Cruises Ltd. received approval 

from the government of the Republic 

of Cuba to operate cruises to Cuba, and 

Carnival Corporation & plc continues to 

run full steam ahead toward Cuba after a 

successful first season. 

All three of Norwegian’s brands— 

Norwegian Cruise Line, Oceania Cruises 

and Regent Seven Seas Cruises—will 

offer U.S. travelers the opportunity to 

visit the culturally and historically rich 

country starting next year. The company's 

first cruise to Cuba will set sail from 

PortMiami on Oceania Cruises' Marina 

on March 7, 2017 with select Caribbean 

itineraries featuring calls on Havana, 

including many multiple-day calls to allow 

guests to explore. Seven Seas Mariner, 

of the Regent Seven Seas Cruises fleet, 

will call on Havana during two cruises in 

April 2017. Norwegian Sky will also offer 

a selection of four-day voyages that will 

overnight in Havana starting in May 2017. 

"We are tremendously excited 

to have all three of our award-winning 

brands receive approval," said 

Frank Del Rio, president and CEO of 

Norwegian Cruise Line Holdings Ltd. 

"As a Cuban-American and founder 

of Oceania Cruises, I am incredibly 

proud…This is truly a dream come 

true for me, and I cannot wait for our 

loyal guests to experience the sights and 

sounds of my hometown of Havana and 

get to know its rich culture and its warm 

and welcoming residents." 

Two RCL lines, Royal Caribbean 

International and Azamara Club Cruises, 

will provide guests with travel directly 

to Cuba for people-to-people exchanges 

between guests and Cuban citizens and 

other travel permitted by current U.S. 

regulations allowing approved travelers to 

Cuba to engage in people-to-people activities 

as defined by the U.S. Department 

of Commerce, Office of Foreign Assets 

Control (OFAC). 

What do those definitions include? 

On Empress of the Seas, they mean that 

Webster himself could enjoy the beauty 

and rich culture while going back to the 

1950s in a classic American car tour, 

visiting the 18th century via the Havana 

Club Museum or joining Hemingway at 

his favorite haunts, and then experiencing 

Cuba’s diverse nightlife, along with 

the vibrant Cuban culture on board with 

activities and offerings ranging from cortaditos 

and café con leche in Café Royal 

to salsa music and dancing in the Boleros 

Latin lounge. 

"Our guests have expressed real interest 

in having the opportunity to experience 

Cuba, and we look forward to bringing 

them there," said Richard D. Fain, 

chairman and CEO of Royal Caribbean 

Cruises Ltd. "Our discussions with our 

travel partners indicate that Cuba is a destination 

that appeals to a new generation 

of travelers." 

And Carnival Corporation & plc, 

which has called Cuba through its Fathom 

brand, recently received approval for additional 

sailings to Cuba on Fathom, told 

Roger Frizzell, chief communications officer 

of Carnival Corporation & plc. 

“Plus, we have requests into Cuba for 

new sailings on our other brands, so we 

are excited by the opportunities we see in 

Cuba,” he continued. 

“Today, we are only sailing to Cuba 

on one small ship, but we have been very 

pleased with our first season of cruising to 

Cuba, and look forward to the opportunity 

to add more sailings from more of our 

brands later this year.” 

And at least one of those brands was 

revealed when Carnival Cruise Line was 

granted approval on February 14, with 

plans for the 2,052-passenger Carnival 

Paradise to become the largest capacity 

cruise ship in history to sail from U.S. to 

Havana when four- and five-day sailings 

from Port Tampa Bay begin in June 2017. 

So why all the hoopla about Cuba? 

“Cuba provides our brands—and the 

cruise industry—with an opportunity to 

refresh our Caribbean offerings for our 

guests,” according to Frizzell. 

“We continue to see strong demand 

to cruise to Cuba, especially since cruising 

provides the greatest vacation value for 

travelers to Cuba…we have been able to 

offer something unique and enriching to 

our guests.” 


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The British Virgin Islands offer endless 

adventures and experiences beyond compare. 

The new Tortola Pier Park welcomes cruise 

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relaxed capital island of Tortola. Along the 

colorful pier, unique local craft shops and 

authentic restaurants neighbor international 

brands and lively entertainment. With a world 

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Tortola Pier Park

On Land 


(Photo L to R: Colin Murphy, senior vice-president 

of destination and strategic development for 

NCLH; Mrs. Kim Simplis Barrow, Wife of 

Belize’s Prime Minister Dean Barrow; Hon. 

Manuel Heredia Jr., Minister of Tourism and 

Civil Aviation for Belize; Hon. Edmond Castro, 

Minister of State for National Emergency 

Management for Belize) 

Dawning of a New Destination: 

Harvest Caye, Belize 

On November 17, 2016, guests 

onboard Norwegian Dawn saw 

the dawning of a new cruise destination 

in southern Belize, Harvest Caye. 

Located just one mile offshore and built 

by Norwegian Cruise Line Holdings Ltd., 

the highly-anticipated Harvest Caye provides 

an authentic Belizean experience 

highlighting the country’s beauty and 

nature, along with resort-style amenities 

including a sprawling pool, seven-acre 

white sand beach and private luxury 

beach villas; multiple dining options 

including LandShark Bar & Grill; a variety 

of eco-activities and interactive wildlife 

programs; and an exhilarating cross-island 

zip line and 130-foot-tall Flighthouse. 

Passengers witnessed all this while 

stepping off the only cruise ship pier in 

Belize and immediately experienced what 

Harvest Caye was designed for, to showcase 

all that Belize is known for—from 

native plants and trees that all play a 

part in the destination’s eco-system, to 

the indigenous hardwoods used in the 

destination’s buildings, and the warm and 

welcoming Belizean team members who 

greeted the guests upon arrival. 

Harvest Caye also serves as a gateway 

to spectacular eco and cultural 

adventures awaiting in mainland Belize. 

The destination’s marina serves as a convenient 

departure point for a wide variety 

of shore excursions exploring the rich destination 

products, including spectacular 

Mayan ruins, river rafting, nature tours 

and more. Even when guests arrive on the 

mainland at the Malacate transportation 

hub, they are immediately immersed in 

Belizean culture with local vegetation 

and flora mimicking that of a traditional 

Belize plantation. 

“Harvest Caye is truly the ultimate 

Belizean experience,” said Frank Del Rio, 

president and CEO of Norwegian Cruise 

Line Holdings Ltd. “We have worked 

closely with the government of Belize to 

ensure that that this spectacular destination 

was authentic for our guests, provided 

economic opportunities for the local 

community and preserved and protected 

Belize’s incredible natural beauty.” 

Harvest Caye’s conservation programs 

and education efforts were developed 

by award winning author and wildlife 

expert Tony Garel, the destination’s 

Chief Naturalist. He will lead many of 

the island’s educational tours and will be 

available to chat with guests about the 

incredible array of wildlife in Belize. The 

island’s aviary will also house a breed 

and release program for Scarlet Macaws, 

in an effort to increase the population 

of the native birds. To help further the 

island’s conservation efforts, more than 

15,000 new mangroves have been planted 

throughout the island, serving to increase 

the natural estuary system that serves as 

a critical habitat for birds, young fish and 

other marine species. 

Reflecting the partnership with the 

government of Belize, representatives 

were on hand during the inaugural visit. 

Colin Murphy, senior vice-president of 

destination and strategic development for 

NCLH led a ribbon cutting ceremony 

and official grand opening, where he was 

joined by the Honorable Manuel Heredia, 

Minister of Tourism and Civil Aviation 

for Belize, Honorable Edmond Castro, 

Minister of State for National Emergency 

Management for Belize, and Mrs. Kim 

Simplis Barrow, Wife of Belize’s Prime 

Minister Dean Barrow. 

“Today is the product of the government’s 

continued pledge to entrench 

tourism as a top national priority and to 

promote tourism as a main engine for 

overall economic growth of the country,” 

said Hon. Heredia. “This investment alone 

is projected to generate 500 direct jobs and 

over 1,500 indirect jobs by the year 2020.” 

Some of these jobs will be provided 

through local food and beverage and retail 

offerings at the destination. Authentic 

Belizean cuisine and casual street style 

dining is available in the shopping village, 

along with high-quality local retailers 

offering items like locally made chocolates, 

spirits, beautiful artwork including 

the area’s signature wood carvings and 

more, street carts featuring local Belizean 

favorites like ice cream, grilled skewers 

and artisan crafts, and performances from 

local musicians and folk dancers. 

“The growth in cruise tourism over 

the past 20 years proves that Belize is a 

destination of choice for those seeking 

adventure, a host of natural wonders, and 

most importantly friendly and hospitable 

people,” continued Hon. Heredia. 


On Land 


Groundbreaking MSC Marine Reserve 

Breaks Ground 

January 17 marked a new page for 

MSC Cruises, the day it broke ground 

on its first private destination in the 

Caribbean, Ocean Cay MSC Marine 

Reserve. Located south of Bimini in The 

Bahamas and only 65 miles east of Miami, 

the island is officially on its way to transforming 

from an industrial site to a natural 

eco-paradise exclusive to passengers on 

MSC Seaside and other MSC Cruises 

guests as of November 2018. 

The Right Honorable Perry 

Gladstone Christie, Prime Minister of 

The Bahamas joined Pierfrancesco Vago, 

MSC Cruises’ executive chairman, at the 

official Groundbreaking Ceremony along 

with other Bahamian ministers and government 

officials. 

“Working in partnership with the 

Government of The Bahamas, our aim 

is to turn an industrial wasteland into a 

thriving environment for man and nature 

alike, bringing the island and its surrounding 

waters back to their original 

state,” said Vago. 

“In so doing, we will substantially 

grow our Group’s already strong investment 

in the Bahamian economy, offering 

long-term employment opportunities to 

the local population.” 

This milestone served as the official 

commencement of the works that will turn 

this former industrial sand extraction site 

back into its pristine state. A comprehensive 

landscaping plan will see more than 

80 indigenous Caribbean trees, grasses, 

flowers and shrubs, planted on the island, 

returning to their lush natural habitat. 

The works will also reinvigorate the 

animal life in Ocean Cay’s 11,400 feet 

crystal blue waters along the coastline. 

When completed, “…its surrounding 

waters will be home again to beautiful 

corals and rich aquatic life,” according to 

Gianluca Suprani, Head of Global Port 

Development and Shore Side Activities at 

MSC Cruises. 

To take advantage of the “teaming… 

unique marine life,” MSC Cruises excursions 

include an underwater exploration of 

the MSC Marine Reserve and snorkeling 

and swimming. 

Ocean Cay features over 10 beaches, 

a vast lagoon, Bahamian village, seaside 

restaurants and tiki bars and a second, 

linked island hosting the Ocean Cay Yacht 

Club and Spa’s expert hands in massage 

rooms shielded by dense vegetation. 

Plus, passengers step right off the ship 

into this eco-paradise. “Bearing testament 

to our ability to innovate, a purpose-built 

berth and pier will allow our cruise ships 

to dock directly at Ocean Cay MSC 

Marine Reserve,” told Vago. 

“Thus the island will de facto become 

an extension of the ship.” 

“…THE ISLAND WILL 

DE FACTO BECOME AN 

EXTENSION 

OF THE SHIP.” 

–PIERFRANCESCO VAGO, EXECUTIVE 

CHAIRMAN, MSC CRUISES 


On Land 


Discovering the Lost Kingdom 

of Costa Maya 

Very likely you have heard about 

Costa Maya, an unbelievable 

place situated in the Riviera Maya 

visited by thousands of tourists every year 

to admire the beauty enjoy its rich culture. 

Costa Maya is one of the most important 

marine ports in the state of Quintana 

Roo, built with first-class infrastructure 

providing the best experience and service 

to each and every visitor. 

Costa Maya pulls out all the stops 

when cruise ships visit Mahahal's town 

and Bacalar. The community and port 

work together to bring a unique experience 

differing itself from any other destination 

in the Caribbean. 

What activities are offered in Costa 

Maya? 

First of all, enjoy our marvelous 

beaches and soak up the sun under the 

extraordinary weather. If you want to 

explore new experiences, you definitely 

should practice snorkeling, where you 

will find submarine wonders that no other 

place has to offer. 

You can also admire the Mexican 

culture when you walk through the 

Callejón del Sapo and taste our Mexican 

gastronomy at our different thematic 

restaurants. At the Callejon del Sapo. you 

can also purchase handmade art crafts 

or visit the aviary featuring an extensive 

variety of species. Without any doubt, 

Costa Maya is a place that will provide a 

unique experience during your trip. 

For the more adventurous, the World 

of the Winds in the Lost Mayan Kingdom 

features 10 zip lines within two different 

courses: The Golden Eagle and The 

Toucan. The expeditious will also find 12 

incredible waterslides filled with adventure 

and adrenaline. 

At Mayá, the feathered serpent 

unwinds unto a thrilling zip coaster. The 

flight of Kukulkan combines the technology 

of a zip line with the twists and turns 

of a roller coaster, simulating the swift 

movement of slithering through the sky as 

Kukulcan, the Mayan’s supreme god did. 

The Grand Pyramid is an immense 

structure standing in the center of Mayá. 

Built to stand out of the spectacular 

jungle, with its 78-foot height distributed 

along eight floors, where both the zip 

lines and waterslides begin. The Grand 

Pyramid resembles a Mayan temple, 

which reminds of the greatness of the 

Mayan civilizations. Once you reach 

the top, you will be fascinated with 

the wonderful views. Within the Grand 

Pyramid, you will also find different 

services and facilities, such as dressing 

rooms and lockers. 

Immerse yourself into the Jaguar 

River, a lazy river encircling the whole 

park. But beware of Balam the jaguar, 

the unstoppable guardian of the Grand 

Pyramid. 

The Monkey’s Island is another featured 

attraction of the park, designed 

exclusively for kids. In the Island, the little 

ones will find mini waterslides, bridges 

and tunnels, and a bucket dump. They 

will surely have the time of their lives. 

When in Costa Maya, don’t miss the 

opportunity of visiting this amazing, dazzling, 

adventurous park. 

Just a stone’s throw away from 

Mahahual, you will find the magical 

town of Bacalar—a picturesque community 

where you can discover the natural 

beauty, adventure, history and culture all 

in one place. 

Bacalar lagoon is also known as the 

lagoon of the seven colors, a huge extension 

of shallow waters with a diversity of 


shadows of blue creating a spectacular view. 

This lagoon is part of a lagoon system about 

24.85 miles long and connecting with the 

Chetumal Bay. 

The San Felipe's Fort is a colonial architectural 

expression and a place that you need 

to visit. Cenote Azul should also be on your to 

do list, since it has a special charm where 

you can immerse the beautiful lagoon with 

its white sands and crystal clear waters. Just 

like these, there are many other places where 

you can spend unforgettable days full of culture, 

tranquility, wildlife nature and many 

more surprises. 

The town of Mahahual is home to 

Mayá, The Lost Mayan Kingdom, an 

adventure park with a unique concept. 

Located in the heart of the Mayan Jungle, it 

will bring you back to the 40s when explorer 

Steven Johnson ventured into it in search of 

the legendary golden city of Mayá. It is certainly 

one of the best attractions of the place. 

Would you like to discover more about 

the rich history of the Mayan ancient 

civilization? Located to the west of 

Laguna Bacalar is the archeological site of 

IchKabal, which is surrounded by different 

pre-Hispanic settlements that also belong to 

the ancient Mayan culture. 

The site covers 17,000 acres of an 

ecological conservation area within the 

municipality of Bacalar. Its structures go up 

all the way to 150 feet, proving that it is one 

of the most outstanding archeological sites 

of the state of Quintana Roo. 

This great archeological site, which 

will be soon open to the public, is just one 

where thousands of visitors are expected to 

appreciate the fascinating remains of the 

brilliant Mayan ancient civilization. 


Cruising...Saint LucianStyle 

visit us at 

stlucia.org 

To speak to a Saint Lucia agent, 

call 1.800.456.3984 

For the Adventurer 

Zip-line through the rainforest, hike 

to the breathtaking pinnacle of the 

Pitons. Explore lush, mountain 

terrain by ATV or jungle bike. Take 

to the dazzling, blue ocean and sail, 

kayak, paddle-board, snorkel, scuba 

dive, SNUBA or sea-trek. 

For the Nature Lover 

Swim beneath icy cool waterfalls. 

Spot the vibrant plumage of our 

indigenous parrot, Amazona 

Versicolor. Discover a rainbow of 

tropical flora and fauna. Watch for 

whales, dolphins and turtles off the 

spectacular west coast. Saint Lucia 

is a treasure trove of natural 

wonders. 

For the Foodie 

Take a chocolate odyssey from 

'bean to bar' on a cocoa plantation. 

Celebrate the magnificent mango 

during its annual season. Explore 

Castries Markets to experience the 

colours and flavours of exotic fruits, 

vegetables and spices. Saint Lucia is 

a delicious cornucopia of cuisine. 

For the Relaxation Seeker 

Restore the senses and rejuvenate 

the body at a world class spa. 

Switch off, unplug and enjoy being 

pampered at a picturesque, serene 

retreat. Saint Lucia spa resorts are 

internationally renowned for health, 

wellness and alternative therapies 

against a bewitching island 

backdrop.

On Land 


Speaking Dolphin 

By Ted Turner, Vice President, Marine Mammal Operations, Atlantis Paradise Island, The Bahamas 

Ted shares the sights, sounds and highlights from his presentation at the FCCA PAMAC Cruise Summit 

AS 

I am waved aboard this floating 

marvel of engineering, 

I feel my sense of adventure 

rushing back to me, like a wave that pulls 

and tugs at you. Encouraging you to get off 

land, come out and explore and experience 

the ocean, the “other” 72 percent of this 

planet where the vast majority of life exists. 

Five oceans, 113 seas, species of animals 

most “mainlanders” rarely have the opportunity 

to see, and many more species yet to 

be discovered. I’d never been on a cruise 

ship before, but this was no cruise for me. 

It was an invitation to share information— 

stories of wonder and adventure with fellow 

sailors—of life on the sea and life in the sea. 

And as John F. Kennedy told, “We 

are tied to the ocean. And when we go 

back to the sea—whether it is to sail or to 

watch it—we are going back from whence 

we came.” 

As a marine mammal specialist for 

Atlantis, Paradise Island, it is easy to share 

these stories with my gracious hosts, executives 

from the world’s most famous cruise 

lines, the men and women who commission, 

build and operate these amazing vessels. 

Vessels that transport people to equally 

amazing places. It was easy because my 

audience already knew of Atlantis, with its 

own famous notoriety as a destination that 

captures imagination, as an ancient city 

rising from the unique confluence of ocean, 

sea and gulf and a place where visitors can 

experience both life on the water and life 

in the water. 

I came to speak dolphin, which may 

sound weird, but not in the literal sense like 

one of those uncomfortable moments when 

a casual conversation suddenly goes off the 

rails and this seemingly normal person you 

were just beginning to like secretly divulges 

a past alien abduction. No. Not like that. I 

came to speak of dolphins and other species 

of marine life—what it is we think we know 

and what it is we need to know. 

Yes, there is magnificence for everyone 

at Atlantis and a chance to experience life 

aquatic. You see it in every square inch of 

our resort, the details that were carefully 

designed and intended for you to discover. 

Yet our purpose reaches far beyond our 

story of ancient origin. We know we are 

part of something much bigger, we are 

touched by the ocean (after all, it has been 

here much longer), we are interconnected 

to the sea, to our Bahamian spirit, our connection 

to each other and to this blue planet 

we all share. 

At Atlantis, we celebrate the water. We 

play and laugh in our amazing waterscape. 

We sit beside spectacular sunrise seas. We 

dine at our amazing restaurants surrounded 

by fascinating marine wildlife. We sleep 

in beautiful rooms overlooking the ocean 

and wake to the rhythmic sound of surf and 

the distant call of ships heading out to sea. 

These many experiences are all intended 

to capture a sense of wonder and activate 

a sense of stewardship. Over 300 species of 

marine wildlife we care for at Atlantis, fish, 

rays, turtles, the sea lions, dolphins and the 

many opportunities we provide adventurers 

compel us to realize that we share this planet 

with many creatures. 

We have learned so much about 

marine mammals in the past four decades, 

and this body of knowledge has been put to 

great use: 

•Atlantis was instrumental in developing 

marine mammal protection 

legislation that became national law 

in The Bahamas in 2005. This legislation 

enacts protections for wildlife, 

including dolphins, that conserves this 

wildlife for future generations. It also 

establishes stringent standards of care 

for facilities that house marine mammals 

and which very few countries 

have formally enacted into law. 

• Atlantis has designed and built the 

most intricate, largest and expensive 

marine mammal facilities and aquariums 

in the world and more resources 

are devoted to animal care and welfare 

than the vast majority of facilities 

combined. 

• Visitors and participants in our 

programs know that the experiences 

they have at this destination also 

help directly fund field conservation 

programs through the Atlantis Blue 

Project Foundation for coral reef restoration, 

wildlife rehabilitation and 

release, sea turtle conservation and nest 

protection, marine preserve establishment, 

wild marine mammal stranding 

response, manatee health assessments 


and other important conservation initiatives. 

Our visitors are active participants 

in real conservation. 

• Atlantis is fully accredited by international 

wildlife organizations that 

uphold stringent standards of animal 

care and we support and encourage 

our experts to continually raise these 

standards. 

• Atlantis is home to dolphins whose 

habitats were destroyed during the 

catastrophic category five hurricane 

Katrina that devastated the gulf coast 

of the U.S. Atlantis helped rescue, 

treat and transport 16 dolphins affected 

by the hurricane and that otherwise 

may not have survived. These animals 

were moved to our safer habitat here at 

Dolphin Cay where they are thriving 

visitors witness conservation in action. 

The world-famous “Katrina” dolphins 

are safe and happy, having produced 

seven healthy baby dolphins to date! 

• Atlantis fully participates in teaching 

children, students and graduate 

students in marine biology, veterinary 

medicine, behavior management and 

other aspects of marine science. Expert 

staff work with local schools and prestigious 

universities such as the University 

of Miami to impart advanced knowledge 

about marine mammals to the 

next generation of stewards. 

• All of our programs are intended 

to teach children and adults to care, 

protect, conserve and enjoy wildlife 

respectfully. 

• Atlantis has the most diverse wildlife 

programs of any marine facility in the 

world, where participants can experience 

wildlife through both passive 

and active engagement. All visitors 

have unique opportunities to appreciate 

wildlife in an up-close, unique and 

personal way. 

We are here to help wildlife, and we 

do by working with animals every day 

and teaching people about animals in a 

meaningful way. We champion the ocean, 

its inhabitants and our connection to it. 

We exist to encourage families to absorb 

these stunning surroundings, the color of 

the ocean, scent of the sea, artwork, all 

intended to impart the spirit of ocean life 

and the creatures that share this life with 

you. A visit here will most certainly impact 

you for life. And we want your experience 

with us to manifest in action and motivate 

you to participate in teaching children to 

explore, to laugh. Teach adults to steward 

and preserve. Teach families to spend 

quality time together and that real value 

comes from experiences like these. When 

we know our purpose, we can make the 

impossible happen. 

We are inextricably linked and bound. 

Those who travel to places unknown, in 

vessels that are becoming more spectacular 

each year, to magnificent destinations 

that consciously show people what is really 

important: the ocean, wildlife, seemingly 

boundless discoveries. So, cruise! And 

don’t just cruise, explore, learn, care, preserve, 

teach others to do the same. 

Study nature, 

love nature, 

stay close to nature. 

It will never fail you. 

- Frank Lloyd Wright 

To Learn More About Our Marine Programs, 

visit AtlantisBahamas.com. 

Proudly Accredited By: 

Protecting the Future of Bahamian Reefs and Marine Life 


On Land 


New York City is the most vibrant 

place in the world. When planning 

your next cruise out of the city, 

allow some time explore all our town has 

to offer. We guarantee that it will be the 

experience of a lifetime! 

You can take in the sights and sounds 

of Times Square, shop at the beautiful new 

Oculus at the World Trade Center, see the 

breathtaking views from atop the Empire 

State Building, and hang out with the 

world's most exotic animals at the Bronx 

Zoo, the largest metropolitan zoo in the 

United States. From the iconic landmarks 

to the city's hidden gems, the Big Apple 

has more to see and do than anywhere else 

on earth. 

Home to fine arts, theater, music, and 

more, New York City is proud to be called 

one of the cultural capitals of the world. 

Explore the depths of the ocean at New 

York Aquarium, soar into outer space at 

midtown's Hayden Planetarium, or pique 

your kid's curiosity at one of our many children's 

museums. We have more than 800 

museums and galleries across the five boroughs, 

so you're bound to find something 

you’ll fancy. 

Love to shop? From Wall Street business 

suits to Bedford Avenue Brooklyn chic, 

Choose NYCruise 

New York City is where all the world's hottest 

trends start. Fashionistas can go from 

high-end department stores to the hippest 

boutiques and explore the city's local flea 

markets, all in just one afternoon. 

If sports are more your style, New York 

City is where you belong. Whether we're 

duking it out on the ice, shooting nothing 

but net, or hitting home runs into the 

stands, sports are year-round in our city. 

That's because we have more professional 

teams that any other city in the country. 

And no trip to New York City is complete 

without a show! With Broadway, Off- 

Broadway, Off-Off-Broadway, you catch 

long-running hits, show-stopping musicals, 

and fascinating dramas any night of the 

week. Best of all, the Theatre District is 

located in the heart of Manhattan, just minutes 

from the Manhattan Cruise Terminal. 

There's so much to do; it's no wonder 

why New York City is the premier yearround 

cruise port for hundreds of thousands 

of travelers every year. 

Ready to cruise? The Brooklyn and 

Manhattan NYCruise terminals are conveniently 

located and easy to access by 

land, rail, and plane. New York City has 

been serving cruise passengers longer than 

any other city in the US and continues to 

offer cruisers a fabulous array of itineraries, 

year-round. So if you're off to the warm 

tropics of the Caribbean and Bermuda, 

heading north to beautiful Canada and 

New England, or ready for an adventurous 

voyage across the Atlantic, you're in for the 

experience of a lifetime! 

Choose New York City. Choose NYCruise. 

Book the cruise of your dreams today at 

nycruise.com. 


See NYC & Sea NYCruise 

Sail out of New York City to dream destinations. 

There’s no better choice: choose cruise. 

nycruise.com

On Land 


C 

M 

Y 

CM 

Your Adventure 

Starts in Seattle 

© Yakima Valley Tourism 

It’s 

the city where grunge 

music was born, tech is 

chic, and every turn promises 

to bring another unexpected adventure. 

Whether you’re exploring the world 

famous Pike Place Market or checking 

out Starbucks’ ground-breaking Reserve 

Roastery and Tasting Room, Seattle is 

quickly becoming the new “it” place to be. 

So take a hike through an ancient rainforest 

or sip wine on a ferry boat, and experience 

first-hand why Seattle is among the 

nation’s favorite cities and recently named 

by Cruise Critic as the top cruise port North 

America for 2016. 

Just minutes away from your ship, 

you’ll find the Seattle Aquarium and the 

Great Wheel where you can soar 175 feet 

in the air while enjoying breathtaking 

views of Puget Sound, Mt. Rainier and 

the city below. Or climb even higher and 

travel to the top of the Space Needle. The 

iconic location offers a cornucopia of visitor 

attractions including the MoPOP Museum, 

a tribute to music history, science fiction 

and pop culture housed in the liquid architecture 

of Frank Gehry. Close by, Chihuly 

Garden and Glass, showcasing the career 

of glass artist Dale Chihuly with eight galleries, 

a lush garden and the centerpiece of 

it all, the Glasshouse, demonstrating glassblowing 

expertise. 

For those sports fans that can’t get 

enough, you’re right in the ballpark, with 

the Seattle Mariners, Sounders, and Seattle 

Seahawks. If you’ve got an eye towards 

the more refined, consider the Seattle Art 

Museum, the Olympic Sculpture Park, the 

Museum of Flight or the Bill & Melinda 

Gates Foundation Visitor Center. 

Up for a bigger adventure? Take a day 

trip to see a Boeing airplane being built, go 

salmon fishing, or hop on a seaplane to the 

San Juan Islands and kayak among pods of 

orca whales. If you’re still hungry for more, 

Seattle has one-of-a-kind, restaurants featured 

on Diners, Drive-Ins, and Dives, Man 

vs. Food and Top Chef. Or, go where the 

grapes are grown! Take in the sun-soaked 

Yakima Valley and sample Washington’s 

vineyards, breweries and distilleries. 

Check out www.visitseattle.org for your 

travel planning needs. 

MY 

CY 

CMY 

K 


SEATTLE 

CRUISE | EXPLORE | EXPERIENCE 

We await your arrival.

On Land 


C 

M 

Y 

CM 

MY 

Cruise Maryland 

CY 

CMY 

K 

The Port of Baltimore’s Cruise Maryland Terminal is located 

on the East Coast’s main highway, Interstate 95. The 

unique and easily accessible location makes it a perfect 

drive-to port. Two-thirds of the U.S. population live within an 

overnight drive to Baltimore, strategically located in the heart of 

the third-largest, third-wealthiest region in the country. 

Cruise Maryland is home to two world-famous cruise lines. 

Carnival Cruise Line’s Pride and Royal Caribbean International’s 

Grandeur of the Seas offer year-round service to the Bahamas, 

Caribbean, Bermuda, Canada and New England. 

The cruise terminal is known for its award-winning customer 

service and excellent check-in experience. 

Cruise Maryland offers safe and secure on-site parking, making 

it easy to park. No advanced reservations are required to park 

in secured long-term lots located within walking distance of the 

cruise terminal. Accessible parking is available. 

The terminal is also conveniently situated near three 

major airports: Baltimore/Washington International Thurgood 

Marshall Airport (BWI) is 10.5 miles from the cruise terminal; 

Ronald Reagan Washington National Airport is 48 miles away; 

and Washington Dulles International Airports is 60 miles from 

the cruise port, and the Penn Train Station is 10 miles away. 

Why not arrive a few days before or after your cruise to enjoy 

the shopping, restaurants, fine hotel accommodations and views 

of Baltimore’s world-famous Inner Harbor? Visit the renowned 

National Aquarium and the Maryland Science Center. Indulge 

your appetite at nearby exquisite restaurants in Little Italy, Locust 

Point, Fells Point and Canton. Take a step back in time and visit 

Fort McHenry, the birthplace of our national anthem. Baltimore 

is also the home to some of the finest museums in the world, 

including the Walters Art Gallery, the Baltimore Museum of Art, 

Baltimore Museum of Industry and Reginald Lewis Museum of 

Maryland African American History and Culture to name a few. 

A short drive south leads you to Annapolis, the sailing capital 

of the world. Stroll along historic streets, sample the seafood 

Maryland is famous for, or visit the U.S. Naval Academy. 

Washington DC is also an easy drive down I-95 from 

Baltimore. Visit the museums and monuments that make the city 

one of the top tourist destinations in the world. 

Come for the cruise and stay for the experience. Contact your 

Travel Agent and book your next great cruise adventure from 

the Cruise Maryland Terminal today. For additional information 

please visit our website, www.CruiseMaryland.com. 


Cruise Maryland Is Your Gateway To: 

A Convenient Location, A Goldmine Market, 

Fun, And Award Winning Customer Service. 

Homeport with us today. 

from the Port of Baltimore 

Gateway to your Getaway! 

cruisemaryland.com https://www.facebook.com/cruisemd twitter.com/portofbalt 1.866.427.8963

On Land 


Montréal: An Island City with 

European Charm 

From its outstanding entertainment 

calendar to its mouthwatering food 

scene and flair for fashion, Montréal 

is chock full of surprises and secrets. It’s 

an island city with a combination of cool 

European chic and no-holds-barred creativity 

that has launched a thousand festivals. 

It’s a dynamic port of call that 

offers big-city excitement and small-town 

friendliness. And with so much to discover, 

Montréal is much more than a starting or 

end point to any cruise. 

Sailing down the beautiful St. Lawrence 

River into Montréal, you are immediately 

struck by the city’s beauty and history. You 

have arrived in the Old Port and you are 

at the heart of the action. The Old Port 

boasts a beautiful linear park that’s perfect 

for strolling and sightseeing. You can also 

rent bikes, quadricyles, pedal boats, and 

Segways, swing down a zipline, find your 

way through an adventure maze, visit the 

Science Centre or relax at the Clock Tower 

Beach. History buffs can also enjoy the 

moving scenes from Montréal’s past with 

the Cité Mémoire immersive exhibition. 

Just beyond the Old Port is Old 

Montréal, where the seeds of the city were 

first sown. It’s a romantic mix of old stone 

buildings, beautiful greystones, sweeping 

squares, stately banks, soaring cathedrals 

and cobblestone streets, with the imprint 

of the French and the English evident to 

this day. This pocket of the past remains 

charmingly vibrant, thanks to the many 

luxury boutique hotels, restaurants, pâtisseries, 

high-end art galleries, clothing and 

décor boutiques, and array of street performers 

in warmer weather. Simply wandering 

about its winding streets, admiring 

the gorgeous architecture is a great way to 

get acquainted with the city’s rich heritage. 

Just beyond Old Montréal is the city 

center. Montréal is, indeed, compact and 

walkable. Summer through winter, downtown 

lives up to its reputation as a true 

dynamo and “centre-ville” is buzzing, no 

matter when you choose to explore it. This 

is where everyone goes to catch the city’s 

many festivals, including the big names 

like the Jazz, the Just for Laughs and the 

F1 Grand Prix du Canada, though pop, 

and electronic music, circus arts, digital 

arts, fashion and more are also celebrated 

with the city’s legendary gusto. Most of the 

outdoor performances at these events are 

totally free of charge! 

The city center is also where 

Montrealers regularly meet up for cocktails, 

dine out, catch a movie, see museum 

exhibitions or do a little retail therapy. 

Shoppers will love Sainte-Catherine Street, 

a major commercial artery that runs 11 

kilometers east-west that is densely packed 

with boutiques as well as major shopping 

centers such as the Eaton Centre. 

And what about Montréal’s “underground 

city”? It’s actually an interconnected 

underground pedestrian network that 

stretches for a staggering 32 subterranean 

kilometers, hooking you up to hundreds of 

boutiques as well as shopping malls, hotels, 

museums, and métro stations. Amazing! 

No visit to Montréal would be complete, 

of course, without exploring the city’s 

stellar culinary scene. If you’re coming here 

for the first time, you might want to try the 

classics—a juicy smoked meat sandwich, 

a sweet doughy bagel or maybe poutine. 

You can also get an idea of what’s cooking 

here through Montréal’s food trucks: some 

50 mobile kitchen covering 30 designated 

parking/vending locations that dish up 

local delicacies on a daily basis. Whether 

you try a trendy neighborhood eatery, a 

five-star restaurant or a casual bistro, you’ll 

get a taste for the brilliance and innovation 

propelling the city’s talented chefs. 

And of course, 2017 is a big year for 

Montréal, as it celebrates its 375th anniversary 

with over 175 activities on the program. 

The calendar of activities is positively popping 

with excitement, with highlights like 

an interactive lighting project of the city’s 

iconic Jacques Cartier Bridge, Montréal 

AVUDO by the Compagnia Finzi Pasca 

and much more. The whole year showcases 

Montréal’s rich history, cultural diversity, 

eclectic neighborhoods and friendly people. 

There’s never been a better time to discover 

this enchanting city! 


THE NEW MONTRÉAL 

CRUISE TERMINAL 

IS READY TO WELCOME 

YOUR GUESTS 

THE MUST-SEE DESTINATION 

IN ANY ST. LAWRENCE CRUISE 

CRUISESMONTREAL.COM

On Land 

EUROPE, MIDDLE EAST & AFRICA 

Insights from CEO of Celestyal Cruises and Chairman of 

CLIA Europe, Kyriakos Anastassiadis 

K 

yriakos Anastassiadis, CEO of 

Celestyal Cruises, is now serving 

as Chairman of CLIA Europe. 

As such, he provided insight into his top 

priorities, along with his perspectives on the 

cruise industry’s growth. 

Having been the CEO of Celestyal 

Cruises since 2012 and a member of 

CLIA Executive Committee since 2014, 

Anastassiadis told these were the first roles 

he has held in the cruise industry. Prior to 

taking the helm at Celestyal Cruises, he was 

a General Manager, CEO and President 

at The Coca-Cola Company, Procter & 

Gamble, Polaroid and Aujan Industries. 

When asked about a highlight in his career, 

Anastassiadis explained: 

What I have found most exciting so 

far was the rebranding we undertook 

in 2014, when we became Celestyal 

Cruises and repositioned our company 

as the provider of the authentic Greek 

experience in the Aegean. From there 

we have continued to build our reputation 

as a purveyor of cozy cruises 

to some of the most incredible destinations 

in the Aegean. We then took 

this revamped business model to Cuba, 

where we provide the same impeccable 

product, and where we visit more destinations 

than any other cruise line. 

TOP PRIORITIES IN HIS ROLE AS CLIA 

EUROPE CHAIRMAN 

As Chairman of CLIA Europe, “One of our 

main challenges is to maintain Europe’s position 

as one of the world’s leading maritime 

tourism destinations,” Anastassiadis told. 

“In pursuit of this goal, we will present 

innovative proposals as a union while 

remaining in constant communication and 

coordinating with all competent and relevant 

national and European bodies to promote 

important reforms that will strengthen 

the competitiveness of our industry in the 

global travel marketplace, while preserving 

the unique cultural heritage and pristine 

natural beauty of our home.” 

SIGNIFICANT ADVANCEMENTS IN THE 

CRUISE INDUSTRY 

“The cruise industry is growing rapidly 

around the world, with more and more 

travelers, particularly younger passengers, 

selecting cruising as the best way to 

enjoy their holidays,” told Anastassiadis. 

“In tandem with this growth is the differentiation 

we’re seeing throughout the 

cruise industry.” 

“While the larger players continue 

to offer a tremendous product that gives 

them the lion’s share of the market, smaller 

purveyors, such as Celestyal, are creating 

new, specialized niches and leveraging their 

expertise to give passengers what we consider 

stellar cruises and ‘lifetime’ experiences.” 

PREDICTIONS FOR THE FUTURE AND 

GROWTH FOR SMALLER OPERATORS 

“We are seeing smaller operators such as 

ourselves continuing to offer a unique product, 

one comprising excellent service, specialized 

food and beverage and unrivaled 

destinations that take passengers deeper 

into the culture of these beautiful places,” 

said Anastassiadis. 

As a result, he noted, “We see more 

travelers looking for this kind of experience, 

including passengers who have sailed on 

larger vessels and want to try something on 

a more personal scale.” 

THE KEY TO SUCCESSFUL GROWTH FOR 

NICHE OPERATORS 

When asked about what niche operators 

must do to achieve successful growth, 

Anastassiadis excitedly responded with two 

words: “Communication and education!” 

“Niche operators, such as Celestyal 

Cruises, need to bolster their presence 

worldwide to communicate their message 

to new and returning passengers,” he 

explained. “The key markets are Europe, 

Asia and North and South America, and 

we need to let potential cruisers in these 

markets know what a fantastic experience 

cruising is, in general, and the unique and 

quite spectacular experience available to 

them when they sail with us.” 

“ONE OF OUR MAIN 

CHALLENGES IS TO 

MAINTAIN EUROPE’S 

POSITION AS ONE OF 

THE WORLD’S LEADING 

MARITIME TOURISM 

DESTINATIONS.” 


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With more than 500 Aon and Aon Affiliate offices located throughout 

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cruise industry. 

Contact our expert to learn more: 

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+1.305.961.6231 

hellen.mena@aon.com 

Risk. Reinsurance. Human Resources.

On Land 

EUROPE, MIDDLE EAST & AFRICA 

Cruise Lines International Association Hosts First 

Executive Partner Conference in London 

This February, the CLIA Executive Partner Conference 

brought together 200 delegates, including 46 cruise executives 

from 21 countries. Two back-to-back forums covered 

important industry matters on topics related to ports and destinations 

and technical and regulatory operations. 

This new event generated dynamic audience participation 

and open dialogue on challenging topics of 

critical importance to the global cruise community. 

It created new professional bridges 

between participants, as the workshops 

delivered interactive content on specific case 

studies, particularly on actions requiring 

collaboration from all players of the industry. 

An innovative ‘Shark Tank’ session, 

inspired by the popular US TV show, was 

another productive and entertaining exercise 

enhancing collective contribution. 

CLIA technical and supply chain professionals 

were updated on the prime developments 

within the sectors of technology, risk management, human 

resources, legislation, procurement and ship design. Participants 

had the opportunity to discuss safety and security, medical, public 

health and environmental stewardship. 

“This new CLIA Europe Executive Partner Conference was a 

great success, and the two forums generated engagement from all 

parties,” said Tom Strang, senior vice president, maritime affairs, 

Carnival Corporation & plc. “Numerous best practices were 

…THE TWO FORUMS 

GENERATED ENGAGEMENT 

FROM ALL PARTIES.” 

–TOM STRANG, SVP, MARITIME AFFAIRS, 

CARNIVAL CORPORATION & PLC 

shared for the benefit of more effective synergies for the future of 

the cruise industry.” 

“This CLIA Europe Executive Partner Conference offered 

an ideal platform for professionals of the cruise industry to network 

and better learn to work together,” commented Elisabetta de 

Nardo, global head of port operations and destination management, 

Silversea Cruises. “Our industry is growing 

at a fast pace in Europe, and it is essential 

to ensure that ports, destinations and cruise 

lines work together more proactively, identifying 

effective ways to ensure joint success. 

Both days of business sessions allowed all 

participants to learn more about the cruise 

industry and its legislative implications.” 

The two days were linked by a cocktail 

reception and a ‘CLIA Connect 

Dinner’, where Kyriakos Anastassiadis, 

CLIA Europe’s new chairman and CEO of 

Celestyal Cruises, delivered his first keynote 

remarks on the importance of bringing all the actors of the cruise 

industry together. 

“The European cruise industry has a promising future, but it 

is only by working together, as one industry with one voice, that 

we will positively impact the speed and the sustainability of this 

growth,” he explained. 

This Conference demonstrates CLIA’s commitment to design 

programs that benefit the entire cruise community. 


On Land 

ASIA & AUSTRALIA 

Jan Swartz Named Group 

President of Princess Cruises and 

Carnival Australia 

In an internal shift at a global level, Jan Swartz, previously president of only Princess 

Cruises, was also appointed the group presidency for Carnival Australia. Under her 

new role, Swartz keeps the focus on regional strategy and continues to report to Stein 

Kruse, CEO of Holland America Group. 

There is no change to Carnival Australia’s structure, with Ann Sherry remaining executive 

chairman of Carnival Australia and Sture Myrmell as president of P&O Cruises 

Australia, but both Sherry and Myrmell now report directly to Swartz. 

Carnival Corporation Shifts Roles 

for Operations in China and Asia 

Underpinned by Carnival 

Corporation’s focus on the China 

market’s significance and potential, 

it recently appointed Michael Thamm as 

CEO of Carnival Asia. Previously CEO of 

Costa Group, Thamm’s new role includes 

continuing leading Costa Group’s global 

business, while also overseeing operations 

in China and the region, a move Carnival 

told “demonstrates the importance [it] 

attaches to the China market as an upcoming 

strong pillar of its global business.” 

"As the first and largest global cruise 

operator in China, Carnival Corporation 

is excited to participate in the boom in 

Asia, and particularly in China, of surging 

consumer demand from a fast-growing 

economy,” said Arnold Donald, CEO of 

Carnival Corporation & plc. 

“We are committed to accelerating 

the advancement of the overall cruise 

industry in China, consistent with the 

current five-year plan," he continued. 

And that plan already includes a 

joint venture through a partnership 

between Carnival Corporation, China 

State Shipbuilding Corporation (CSSC) 

and CIC Capital Corporation to launch 

the first world-class, multi-ship domestic-owned 

cruise brand using ships purchased 

from Carnival Corporation's existing 

fleet and homeported in China. 

The joint venture would then add 

China-built cruise ships to further accelerate 

growth in the Chinese cruise market, 

which is expected to eventually become the 

largest cruise market in the world. 

"Michael Thamm will build on the 

existing strong momentum and Carnival 

Corporation's leading position through 

his proven leadership skills and exceptional 

industry expertise." 

Part of this will be done through 

Thamm’s added responsibilities including 

promoting strategic cooperation with the 

Chinese government and local business 

partners, and building a long-term, sustainable 

Chinese cruise industry. 

"I am excited to embark in the new 

role, and dedicated to growing our company's 

business and its industry-leading 

presence in the region,” told Thamm. 

“We will work with partners across 

the region to build and develop a robust 

ecosystem for the sustained development of 

China's cruise industry, helping China to be 

a front-runner in the global cruise market.” 

“WE WILL…BUILD AND 

DEVELOP A ROBUST 

ECOSYSTEM FOR THE 

SUSTAINED DEVELOPMENT 

OF CHINA'S CRUISE 

INDUSTRY…” 

–MICHAEL THAMM, CEO, CARNIVAL ASIA 


P&O’s Pacific Pearl Launches 

Special Season with Auckland 

Nines Fans 

On February 3, P&O’s Pacific Pearl 

sailed into Auckland with 1,700 

Nines supporters onboard, marking 

the start of a four-month season of cruises 

from New Zealand estimated to contribute 

$20 million to the nation's economy. 

Joined by famous past players and 

personalities like Steve Price and Brad 

Fittler, the cruise celebrated not only the 

biggest rugby league event in the New 

Zealand calendar, but also a momentous 

event for New Zealand cruising. 

"With 18 cruises sailing from 

Auckland throughout the year, we will be 

giving New Zealanders the biggest ever 

selection of cruises from their doorstep,” 

said Sture Myrmell, president of P&O 

Cruises. “It's all part of our commitment 

to investing in New Zealand and bringing 

more choice to the market." 

Pacific Pearl's arrival showed that 

investment, beginning a special year of 

cruising for New Zealanders, with the 

cruise line offering two seasons from 

Auckland in 2017. Pacific Pearl will be 

based in Auckland until March 27 for 

her final season of cruises from New 

Zealand before she leaves the P&O fleet. 

Then in September, her sister ship, the 

2,000-guest Pacific Jewel, will arrive in 

Auckland to offer P&O's first ever season 

of spring cruising, sailing on eight 

roundtrip itineraries from the city until 

October 31. 

Between them, the two ships will 

carry about 30,000 New Zealanders on 

cruise holidays, underlining the growing 

popularity of cruising amongst Kiwis. And 

Myrmell told this would contribute “a valuable 

economic contribution,” close to $20 

million into the local economy between 

guest, crew and cruise line spending. 

But Myrmell also reminded that it is 

not all business. Expressing excitement at 

P&O becoming the Official Cruise Line 

Partner of the National Rugby League in 

2017, he told, "Many of our guests are big 

fans of the game, so it's fantastic to be able 

to offer an exciting line up of rugby league 

cruises this year including the Nines.” 

“IT'S ALL PART OF OUR 

COMMITMENT TO 

INVESTING IN NEW 

ZEALAND…” 

–STURE MYRMELL, PRESIDENT, P&O CRUISES 

Member Benefits That Help You 

Save Money & 

Make Money 

JOIN CLIA 

TODAY! 

cruising.org/joinCLIA

Members & Travel Agents 

“…TRAVEL AGENTS ARE 

MORE IMPORTANT 

THAN EVER MAKING 

SURE VACATIONERS 

ARE MATCHED WITH A 

CRUISE THAT FULFILLS 

THEIR VACATION 

DESIRES…” 

CLIA’s Travel Agent Cruise Industry Outlook Report 

Shares Key Trends 

K 

ey cruise industry travel trends 

along with insights from the travel 

agent community are revealed 

in the last Travel Agent Cruise Industry 

Outlook Report released by CLIA, a quarterly 

study compiling data and research 

based on online survey responses from 

the CLIA Travel Agent Research Panel, 

consisting of 700 travel agents from North 

America. According to the latest report, 

travel agent sales remain strong, overall 

cruise spending is growing, and travel 

agents are influencing advance cruise 

bookings. 

“The Travel Agent Cruise Industry 

Outlook report allows us to keep our finger 

on the pulse of the cruise industry as 

a whole and provides a glimpse into the 

future from the travel agents perspective,” 

said Cindy D’Aoust, president and CEO, 

CLIA. “Findings from the latest report 

help both travel agents and industry stakeholders 

adapt to meet the needs of today’s 

travelers and has become a staple in our 

research calendar.” 

TRAVEL AGENTS ARE INFLUENCING 

ADVANCE CRUISE BOOKINGS 

Travel agents say that clients are increasingly 

booking cruises farther in advance, 

with almost half now booking nine months 

to a year prior to the departure sailing date. 

It’s a welcomed change from the number of 

people who tend to wait and book cruises 

less than three months out. While working 

with their clients as well as potential ones, 

travel agents help by advising them that 

many ships quickly sell out to capacity as 

it gets closer to the sailing date. Contrary 

to some misconceptions people have, travel 

agents also note the best rates as well as 

accommodations can actually be found six 

to twelve months ahead of the actual sailing 

date. And this is also even more critical 

when it comes to arranging cruise groups 

for clients. 

Vacationers seem to be learning that 

there are fewer last-minute “deals,” and 

the last minute cruise deal hunters are on 

the decline. Once again, with travel agents 

encouraging clients to book early and not 

wait to the last minute, it also enhances the 

experience and value. 

Travel agents frequently cite that 

“value” is another key incentive for cruising 

today. People are looking for greater 

value with their cruise vacations, which 

is why successful travel agents help their 

clients understand key options, as well as 

cruises available so they choose and select 

the right cruise. 

In an increasingly connected world 

where information is widely available but 

hard to synthesize and interpret, travel 

agents are more important than ever making 

sure vacationers are matched with a 

cruise that fulfills their vacation desires. 

A FEW OTHER TRENDS 

An increase in cruise growth when it comes 

to higher sales volume, along with the growing 

popularity in river cruising are a few 

other trends. There is also a definite spike 

and interest in larger ships. Overall, cruise 

travel’s popularity continues to rise across 

all of the four major cruise segments. 



Setting Sail for Sales Success 

By Charles A. B. Sylvia, Vice President, Membership and Trade Relations, Cruise Lines 

International Association (CLIA) 

At 

CLIA, we love cruising so much you will often see us 

using metaphorical phrases like “full speed ahead” 

and “don’t be left at the pier” in communicating with 

you, our valued members. While using these phrases adds levity 

to our messages, one phrase in particular is most fitting as we 

embark—see, there I go again—on another year. It is time to “set 

sail for sales success” in 2017. 

Setting sail for sales success is something that is easy to do if 

you simply break down the parts of your professional life. How? 

Set Specific, Measurable, Achievable, Realistic and Time-based 

goals for each aspect of your career. Start with how you manage 

time and organization, which are two foundational elements of 

any profession, and then focus on your performance and growth. 

This is where your CLIA membership comes into play. 

You have made an investment in yourself by becoming a 

CLIA member, entitling you to a myriad of business-building 

benefits, professional development opportunities and personal 

travel perks. As much as we have a responsibility to you building 

significant value into CLIA member benefits and continually 

communicate how those benefits can help you succeed, you have 

a responsibility to yourself—as well as with your career success— 

to not overlook them. 

The following is a checklist of 10 important practices you can 

apply to your professional life that will ensure you are on course 

for sales success: 

IS MY CLIA AGENT FINDER INFORMATION UP TO DATE? 

More than 7,000 unique consumer visitors visit CLIA’s website, 

www.cruising.org, each month, looking for a professional travel 

agent from whom to buy a cruise. If your information isn’t current, 

those customers cannot reach you. Log in to your MyCLIA 

online dashboard and update your “Agent Finder” contact information 

TODAY. 

HAVE I ADDED THE CLIA LOGO TO MY BUSINESS CARD AND 

EMAIL SIGNATURE? 

One of the many benefits you receive as a CLIA member is the 

right to use the CLIA logo in all your marketing. The CLIA 


logo should be on your business cards, 

email signature and website. The CLIA 

logo is the “Good Housekeeping Seal of 

Approval” in the cruise industry, and 

that’s exactly how you should explain it to 

your prospects and clients. Download the 

CLIA logo on your MyCLIA online dashboard 

and take advantage of its credibility. 

AM I TELLING CLIENTS ABOUT MY CLIA 

RELATIONSHIP AND WHAT IT MEANS? 

The CLIA logo alone won’t build your 

credibility. You have to tell prospects and 

clients about it. Take 30 seconds to explain 

how you are part of the worldwide cruise 

industry trade association as well as your 

commitment to continued professional 

development and service excellence. 

AM I ON TRACK FOR THE NEXT CLIA 

CERTIFICATION LEVEL? 

In a 2013 survey of more than 20,000 

CLIA members, agents who were actively 

pursuing CLIA certification or who had 

achieved one or more levels of CLIA certification 

sold 261% of the comparative 

cruise sales volume compared with members 

who had never taken a CLIA course. 

Want to double—or nearly triple—your 

cruise sales volume?? Enroll in CLIA certification, 

today. 

DO I ALWAYS USE MY CERTIFICATION 

CREDENTIALS AFTER MY NAME? 

Wherever your name is printed—on your 

business cards, online, in signage—your 

certification credentials (CCC, ACC, 

MCC, ECC) should always be included. 

DO I EXPLAIN TO CLIENTS WHAT MY 

CERTIFICATION CREDENTIALS MEAN? 

YES! Don’t forget to tell your prospects 

and clients what those letters represent! 

You’ve worked hard to achieve your certification 

status. It’s a story to be told. 

AM I REFERRING TO MYSELF AS A 

CRUISE TRAVEL EXPERT? 

Remember, the first person who will ever 

call you an expert is you. When your 

conscience tells you it is the right time to 

start referring to yourself as a cruise travel 

expert, by all means, do it. If “expert” is too 

audacious of a word for you, call yourself 

a “cruise travel authority.” Doing so is not 

being immodest. You owe it to your prospects 

and clients by letting them know they 

are doing business with someone (YOU) 

who knows what they are talking about. 

Am I regularly redeeming my CLIA 

bonus commissions? 

You are entitled to $2,750 in bonus 

commissions from CLIA Cruise Line 

Members, payable and mailed directly to 

you, as part of your annual membership. 

Get into the habit of visiting your MyCLIA 

online dashboard whenever you sell a cruise 

and print out the corresponding bonus 

commission voucher. These commissions 

are real and the vouchers work…don’t leave 

good money on the table! 

AM I KEEPING INFORMED OF CLIA 

INDUSTRY NEWS AND TRAINING 

EVENTS? 

CLIA’s Travel Agent Cruise News provides 

you with aggregated industry developments 

designed to provide you with everything 

you need to know in a concise format. 

TACN sections include: Membership 

(happenings); Professional Development 

(updates); Travel Agent Tips; upcoming 

Events and Webinars; and much more! If 

you’ve deleted past emails with TACN, 

don’t worry…you can download any issue 

from the MyCLIA online dashboard. 

AM I ATTENDING CRUISE360? 

Cruise360 is the “Academy Awards/Super 

Bowl/World Series” of the cruise industry, 

all under one roof. Our biggest event 

of the year, Cruise360 features a week’s 

worth of professional development, networking, 

ship inspections and the latest 

industry trends. By attending Cruise360, 

you are not only fast-tracking yourself to 

achieve your next certification level, you 

are surrounding yourself with the most 

influential and successful people in the 

cruise industry. Learn from them; share 

with them; have fun with them. Register 

today at www.Cruise360.org. 

Your CLIA membership is not simply the 

process of receiving an EMBARC ID… 

it is being part of a global community of 

professionals who drive the cruise industry 

forward and prosper as a result. Please 

deepen your level of involvement, this 

year, and be an active participant in CLIA 

as we continue to advocate, educate and 

promote for the common interests of the 

cruise community. 



CLIA Membership Benefit Highlight: Career Counseling Service 

CLIA recently introduced Career Counseling service to 

help guide Individual Agent Members’ professional growth. 

Today, travel agents find themselves 

bombarded with information, whether 

they are new to the industry or are 

working to build and grow business. From 

the various industry partners, companies, 

contacts and systems that agents must learn 

and navigate, it can all be quite overwhelming. 

Agents deal with this before even 

delving into the numerous product specific 

and travel selling professional development 

offerings within the industry. The vast sea 

of information travel agents must attain, 

along with opportunities for professional 

development and training can be rather 

daunting without assistance from mentors 

and agencies. 

Cruise Line International Association 

(CLIA) has recognized the need to support 

their members beyond the standard member 

services. Helping CLIA members navigate 

information that benefits them in the 

cruise industry above and beyond has been 

a focus, as well as guiding them along their 

individual paths to professional growth 

and success as cruise selling professionals. 

As a result, in 2016 CLIA introduced their 

Career Counseling service as a benefit to 

their Individual Agent Members. 

The Career Counseling service is the 

latest benefit developed as part of CLIA’s 

Career Seascape, their members’ one-stopshop 

for all their cruise specific professional 

development and training needs. If an 

Individual Agent Member needs assistance 

choosing the right CLIA online courses, 

live training or certification program to 

further support overall personal and professional 

growth, then that agent can book 

an appointment to speak with a member of 

CLIA’s Professional Development team. 

Once the appointment is booked, a 

team member will call the agent for a 15 

minute, one-on-one conversation to discuss 

any questions about how CLIA’s professional 

development program can grow 

their sales. There is no limit to the number 

of appointments that an agent can book. 

CLIA’s team is dedicated to providing comprehensive 

information that is specific to 

assisting the individual agent’s success. 

An Alliance for Professional Excellence: 

PTANA Joins CLIA as a Premier Member 

In early January, Cruise Lines 

International Association (CLIA) 

announced it has formed an alliance 

with the Professional Travel Agents of 

North America (PTANA) organization. 

PTANA joined CLIA as a 2017 Premier 

Member and has committed to 100 percent 

CLIA membership adoption among its 

approximately 150 travel agencies and 600 

travel agents across 10 chapters nationwide. 

Established in 2009 as a nonprofit 

association, PTANA provides educational 

and networking opportunities for the travel 

professional community of North America. 

Each chapter focuses on facilitating strong 

relationships with travel partners as well 

as promoting domestic and international 

travel. PTANA also supports and donates 

to local and worldwide charitable organizations 

and causes. 

More than a year in the making, this 

new alliance allows PTANA travel professionals 

to access CLIA’s professional development 

and certification program, the 

official training of the cruise industry, as 

a way to grow their cruise sales volumes. 

PTANA’s intent is for its agencies and 

agents to be the best trained, most professional 

representatives of the global cruise 

industry to the thousands of consumers 

they serve. 

“PTANA has proven themselves to be 

a valuable member of the cruise industry 

and I look forward to seeing them thrive 

as a new Premier Member of CLIA,” 

said Cindy D’Aoust, president and CEO, 

CLIA. “This alliance further underscores 

CLIA’s commitment to the travel professional 

community and our mission to be 

the unified voice for the industry.” 

PTANA provides educational forums 

and networking opportunities for travel 

professionals. Each chapter also hosts 

monthly seminars that provide members 

with selling techniques and up-to-date 

product and destination information. 

“It’s all about the relationship, with 

our partners, our members, our clients, 

and now with CLIA,” said Lila Nicholas, 

National Chairperson, PTANA. “This 

unprecedented alliance will ensure 

PTANA agencies and agents are empowered 

with professional development tools 

and resources that are the gold standard 

for the cruise industry and will help 

PTANA members increase their cruise 

sales while creating more satisfied and 

loyal cruise clients.” 


U.S. Security Associates (USA) knows the safety and security of 

guests, the crew and vendors, and the shoreside stakeholders, 

are the number one priority at every port and for every cruise 

ship, and our Security Offi cers are the friendly faces making 

certain every person is processed effi ciently, securely, and safely. 

As the leading provider of maritime security services in the 

United States for over 140 years, we help our clients focus on 

the quality of their guests’ experiences by providing the most 

Safe. Secure. Friendly. ® port and cruise environments. 

Through the proven combination of our maritime expertise, 

specially trained Security Offi cers, and proprietary technology 

solutions, we ensure passengers get on board safely and to their 

desired location without worry or delay. 

The sanctity of ports is our focus and we offer a host of 

professional services and capabilities to ensure the quality and 

effi ciency of all port security operations. 

Our full suite of Cruise and Port Services and Capabilities include: 

• Screening Guests, Crew, Vendors 

and Shoreside Stakeholders 

• Access Control 

• Security Audits and Plans 

• ISPS/MTSA Audits 

• Compliance Consulting 

• Crisis Management 

• Threat Assessments 

• Drills and Exercises 

• FSP & VSP Audits 

• Safeguards 

Local Knowledge, Global Presence 

With 160 local U.S. branch offi ces, international 

locations in Canada, Honduras, Mexico and the 

United Kingdom and with strategic global partners, 

we lead the industry in providing regularitycompliant 

and integrated security solutions. 

The welcoming and responsive presence of our 

Security Offi cers can be found in deep water port 

locations across the United States, in Puerto Rico 

and in the Caribbean. 

Ingrained Maritime Expertise 

U.S. Coast Guard compliant, we screen annually 

over 6,200,000 cruise passengers and employ 

among our 50,000 plus security force, 1,500 

TWIC Offi cers specially trained on cruise and port 

processes and procedures. 

SecuritySTARS SM 

Our industry-exclusive training, development and 

recognition initiative ensures our Maritime Offi cers 

receive industry specifi c training modules to 

prepare them for the unique requirements of ports 

and cruise lines. 

Proprietary P3 Technology Platform SM 

Using the most sophisticated data-science 

algorithms, our in-house technology solutions 

are designed to Prepare. Predict. Prevent. 

and enables our Offi cers to provide site-specifi c 

recommendations that reduce risk and provide 

cost saving better outcomes. Our customizable 

Cruise Operations Module collects data for 

turnaround reports and analysis. 

Consulting, Investigation and International 

Division 

Recognized both internationally and by the U.S. 

government, our full-time staff of CI&I experts 

includes former members of the Secret Services, 

Navy SEALS, DEA, CIA and FBI. These thought 

leaders provide you access to the best capabilities 

and venerable, industry expertise. 

866-735-9418 

info@ussecurityassociates.com 

www.ussecurityassociates.com


MERIDA TO HOST 24TH ANNUAL FCCA 

CRUISE CONFERENCE & TRADE SHOW 

This year the city of Merida will proudly 

host the 24th annual FCCA Cruise 

Conference and Trade Show. Participants 

from around the world will attend 

this show at the 

state-of-the-art 

Yucatan Siglo XXI 

Convention Center 

and will have the 

opportunity to 

visit the amazing 

Port of Progreso, 

try our delicious 

local cuisine and visit our world-renowned 

archeological sites. We look forward to you 

joining us for this incredible event! 

SEATRADE CRUISE GLOBAL 2017 TO 

INTRODUCE FIRST SAFETY & SECURITY 

SYMPOSIUM 

Seatrade Cruise Global is featuring a 

new addition in programming to the 

2017 conference line-up 13-16 March 

2017 at the Fort Lauderdale Broward 

County Convention Center. The new 

Seatrade Cruise Global Safety & Security 

Symposium will debut at this year’s show, 

serving as a focal point for specialized 

professionals, as well as all attendees interested 

in learning about current and new 

developments in these critical fields. For 

more information, visit www.seatradecruiseglobal.com. 

PORT OF GALVESTON CRUISE 

TERMINAL TWO EXPANSION 

The Port of Galveston cruise terminal 

expansion was completed in June 2016 

at a cost of $13 million. The expansion 

increased the floor space from 90,000 sq. 

ft. to 150,000 sq. feet, and the facility now 

accommodates more than 4,000 passengers. 

In addition, improvements to the 

wharf and moorings were necessary to 

accommodate RCI’s Liberty of the Seas, the 

largest ship to call in Galveston. The total 

cost for improvements was $2.7 million. 

PORTMIAMI POSTS RECORD CRUISE 

PASSENGERS 

PortMiami, the Cruise Capital of the 

World, continues to expand as the world’s 

leading cruise port. Last year PortMiami 

set another world record in cruise passengers, 

with nearly 4.98 million sailing 

through PortMiami, more than any other 

port in the world. PortMiami is poised for 

yet another exceptionally strong cruise 

season as it welcomes a host of new cruise 

brands and new build ships that rank 

among the most innovative vessels on the 

seas today. 

CURAÇAO PORTS AUTHORITY’S 

SECOND MEGA PIER ON SCHEDULE 

The construction of a second Mega Pier, a 

project led by the Curaçao Ports Authority 

N.V. (CPA), is on schedule. On January 19, 

the tug ‘Marlin’, equipped with a crane 

to install pilings, arrived in Curacao from 

Ijmuiden, the Netherlands. In February, 

special equipment and material was delivered 

to commence the actual construction 

of the new Pier. The Pier, capable of 

berthing the largest cruise vessels, will be 

ready in the fourth quarter of 2017. 

THE WEST INDIAN COMPANY, ST. 

THOMAS, U.S. VIRGIN ISLANDS 

Located on St. Thomas, The West Indian 

Company (WICO) is the U.S. Virgin 

Islands’ oldest and largest port facility with 

a pier capable of accommodating three of 

the largest class of cruise ships and a major 

shopping mall. In early 2017, WICO is 

completing a $10 million dock restoration 

and an almost $2 million renovation of its 

dockside mall. 

AZAMARA QUEST AND CRYSTAL 

SERENITY TO CALL GUAYMAS IN 2017 

Sonora is prepared to welcome two cruises 

this season, both of them in the Port of 

Guaymas. Azamara Quest called Guaymas 

on February 15. Crystal Serenity is scheduled 

for May 15, marking her inaugural call. 

Sonora Tourism Board and the Port of 

Guaymas continue their promotion activities 

in order to attract more cruise ships to 

the state. 

BANANA COAST HOSTS ULTRA-LUXURY 

CRYSTAL SERENITY 

On January 18, Banana Coast received 

the inaugural call from Crystal Cruises’ 

Crystal Serenity at Trujillo, Honduras. A 

traditional plaque exchange was held with 

Captain Egil Giske (left), Trujillo’s Mayor 

Jose Lainez and Randy Jorgensen, general 

manager of Grande Trujillo Autoridad, 

which developed the port. Banana Coast 

Tours modified its shore excursion offerings 

to cater to Crystal’s discerning guests. 

THE HIGH SCHOOL FOR TOURISM 

AND GUADELOUPE ISLANDS TOURISM 

BOARD WELCOME GERMAN GUESTS 

A special program with students from the 

LMHT started in November 2016 to give 

special services and information 


in German for guests from AIDA and 

TUI Cruises calling in Guadeloupe. The 

students work on a satisfaction survey to 

improve the quality of service, and guests 

have been impressed by this free service. 

BIRDS OF PREY: NEW ATTRACTION FOR 

CRUISE PASSENGERS 

Cartagena de Indias Cruise Ship Terminal 

recently celebrated the opening of Birds of 

Prey, the new habitat for the King Vulture, 

Crested Caracara and Great Black Hawk. 

The Port Oasis is home to more than 500 

animals and 64 species, allowing guests to 

get close to birds and nature while exploring 

and relaxing in its amazing gardens. 

Come visit this unique place full of magic 

and peace, an experience never forgotten. 

THE FOUR WORLDS OF ECUADOR 

Ecuador, the country with the highest 

biodiversity per square kilometer of South 

America, offers four worlds to enjoy and 

explore: Pacific Coast, Andes, Amazon 

and Galapagos. A paradise located in the 

middle of the world (crossed by the equator 

line), with an excellent network of airports 

and land routes allowing connectivity 

between its four worlds. Enjoy an exquisite 

seafood breakfast while enjoying dinner 

with sea breeze and a privileged view to 

the Avenue of the Volcanoes. And a short 

flight from Quito or Guayaquil links visitors 

to the Galapagos. 

TERRAVISTA PARKLAND: DISCOVER THE 

HISTORY…FEEL THE ADVENTURE 

¡Tierra a la Vista! (Land in sight!) 

These were the first Spanish language 

words heard off our coasts, a 

shout that meant the birth of a new world. 

In Spring 2017, TerraVista Parkland will 

open its doors in Arecibo, Puerto Rico 

and become home of the Birth of a New 

World Statue, the tallest in The Americas 

and home of three different entertainment 

centers featuring diverse activities like 

local gastronomic experiences, artisans, 

bicycle trails, ziplines, and much more. 

For additional information, access 

www.terravistaparkland.com. 

HER MAJESTY’S PRISON MUSEUM NOW 

OPEN IN THE BRITISH VIRGIN ISLANDS 

Located on Main Street, Road Town, 

Tortola, the old prison building was first 

opened in 1774, and is the oldest building 

made for public use in the BVI. In 

December 2016, restoration work was 

completed, and the facility is now a museum 

that uses displays and signage to tell 

the story of the BVI’s social and cultural 

history. Guided tours are provided from 

Monday to Friday, from 8:30 a.m. to 2:30 

p.m., with an entrance fee of US$5. 

TWO ISLANDS, ONE EPIC FESTIVAL 

Bahamas Junkanoo Carnival kicks off its 

vibes in grand style beachside on Grand 

Bahama Island, April 28-29, with two 

days of concerts where the country’s 

newest and hottest singers square off 

in a competition that’s a mix of music 

mastery. Then it’s off to Nassau, New 

Providence, May 4-6, to the beachside 

Cultural Village for the mega concert 

and much anticipated costumed revelry 

through the island’s streets. For more: 

www.bahamasjunkanoocarnival.com 

WORLD TURTLE DAY 

World Turtle Day is the highlight of the 

Cayman Turtle Centre: Island Wildlife 

Encounter’s year, and why not? Since it 

began in 1968, the Centre has released 

more than 31,000 turtles into the wild. 

But the best way the Centre conserves 

turtles is by letting people experience 

these gentle and magnificent creatures 

up close: by swimming with them in the 

Turtle Lagoon, holding them, or feeding 

the huge, 600-pound turtles in the 

Breeder Pond. 

NEW UPDATED MARGARITAVILLE IN 

COZUMEL MEXICO 

Do not miss the opportunity to enjoy our 

brand new Margaritaville experience at 

International Pier in Cozumel. Fresh 

drinks, mouthwatering, island–inspired 

food and a cheerful ambience with live 

entertainment and performances. Visit 

us for the most astonishing view of the 

Caribbean in our indoor and outdoor seat- 



ing. Margaritaville is more than a restaurant; 

it´s a state of mind. 

COX & COMPANY LIMITED AWARDED 

BEST CARIBBEAN OPERATOR 

Cox & Company Limited, one of St. 

Lucia’s leading tour operators, has 

been awarded the 2017 Editor-in- 

Chief Award for Best Caribbean Tour 

Operator by Porthole Cruise. The awards 

recognize those in the industry who go 

above and beyond in terms of service, 

quality and memorable moments. Cox 

and Company Limited was established in 

1926 and is today one of the few remaining 

family-owned businesses on the island 

of St. Lucia. 

GREAT BAY EXPRESS 

Great Bay Express currently provides 

daily ferry services between the islands 

of St Maarten and St Barthelemy. Our 

departure times cater to everyone, tourists 

and residents alike, and accommodate 

passengers who only have a couple of 

hours to explore the islands. The ferry 

leaves from Philipsburg, St. Maarten and 

docks in Gustavia, St. Barthelemy in just 

40 minutes, and vice versa, five times 

daily. From One Paradise to Another with 

Great Bay Express. 

TROPICAL SHIPPING TO ADD SIX 

VESSELS 

In 2018, Tropical Shipping will take 

delivery of six new vessels. The objective 

of Tropical’s newbuild program is 

to provide for continued future market 

leadership and profitability by having 

the right size ships with the right operating 

characteristics for our marketplace. 

Essential operating characteristics such as 

optimal refrigerated capacity will ensure 

that Tropical Shipping can meet future 

customer needs and changing market 

demands with its differentiated service. 

NEW CANADIAN ACCREDITATION FOR 

COSTAMED MEDICAL GROUP 

COSTAMED Medical Group is committed 

to the well-being of our patients 

and the highest standards of excellence 

in medical care. In 2017 we attained 

certification of the Canadian Helathcare 

Council and the Certification by the 

Mexican Council of Medical Tourism. 

To this end, our hospital facilities have 

been accredited by the Mexican National 

Health Council, which supervises proper 

compliance with international health and 

safety guidelines align with those from 

the Joint Commission International. 

AMERIMED HOSPITALS CONTINUES TO 

IMPROVE AND EXCEED NEEDS 

With 20 years’ experience, Amerimed 

Hospitals is in constant improvement integrating 

new specialties, medical services 

and state-of-the-art equipment to our hospitals 

in Cancun and Cozumel. A good 

example is the cath lab in Amerimed 

Cozumel, which is now a reality. As 

members of the FCCA, our standards are 

very high. With this in mind, Amerimed 

Hospital Cozumel will be improving 

its services exponentially to cover and 

exceed the cruise lines’ medical needs. 

PPI GROUP CELEBRATES 30 YEARS 

2017 marks the 30-year anniversary of 

PPI Group, the leading multimedia company 

specializing in the cruise and travel 

industry. Over the past three decades, PPI 

Group has expanded its video department 

with a team of editors and producers; 

has grown its custom publishing division 

to include a current roster of 11 clients; 

has advanced its shopping, marketing, 

and promotions division; and celebrates 

more than 20 years of publishing Porthole 

Cruise Magazine, the leading consumer 

cruise magazine. www.ppigroup.com 

BACARDI LEGACY COMPETITION 

The Bacardi Legacy Competition 

celebrates the world’s top professional 

bartenders. This year’s Cruise 

finalists are Carnival’s MIROSLAV 

KLJAJIC with ‘Artista Mundano,’ a 

twist on the Bacardi classic Old 

Fashioned, WADE CLEOPHAS 

of Norwegian Cruise Line with his exotic 

'Legend River' and PEDRO PASCUAL 

ROSARIO from Celebrity Cruises with 

La Romana No. 8, a nostalgic celebration 

of his home in Dominican Republic. Look 

out for their signature drinks on board, all 

featuring BACARDÍ® OCHO (8) ANOS. 

MEAT EXPORTS EXPANDS AFTER FIRST 

SUCCESSFUL YEAR 

The Meat Experts are proud to be in 

operation for their first successful year. 

The brand has quickly expanded to a 

larger facility to supply the ever-increasing 

demand after becoming a well-known 

Jamaican product recognized for its quality 

aged beef, as well as premium cuts of 

pork, lamb and a variety of handmade 

gourmet hamburgers and sausages. The 

new factory will allow Meat Experts to 

improve on its current offerings, as well as 

explore new retail markets 

PARK WEST GALLERY WINS CFI AWARD 

CFI.co, an international business publication, 

awarded Park West Gallery with the 

2016 Best Independent Fine Art Auction 

House Global Award. CFI.co states Park 

West Gallery is “not merely focused 

on selling art, but also seeks to further 

enhance public awareness and knowledge 

of the art world” and “aims to make art 

more accessible to the public.” Park West 

Gallery is found aboard more than 100 

cruise ships around the world. 

Visit www.parkwestgallery.com for more 

information. 


Faces in the Industry 

FCCA Operations Committee Welcomes New Chairman 

The FCCA has a new Operations Committee Chairman. 

Carlos Torres de Navarra, vice president of strategic and 

commercial port development for Carnival Cruise Line, 

took over the position on January 1, 2017. 

“I am excited to assume the role of chairman of the FCCA 

Operations Committee and continue to build upon the successes 

the group has already achieved,” said Torres de Navarra. “We 

will be focused on strengthening our relationships with destinations, 

ports and our FCCA members, along with representing 

the industry to achieve mutual success.” 

“Additional focus will be placed on continuing to develop 

and enhance the guest experience at the destinations and to further 

expand opportunities for all our partners,” he continued. 

“I am honored to pass the torch to Carlos,” told Russell 

Daya, executive director, marine & port operations, port developments 

& itinerary planning, Disney Cruise Line, and past 

chairman. “Serving as chairman the last two years has awarded 

me numerous opportunities to collaborate with the Committee 

and FCCA partners to improve the synergy between the industry 

and the cruise tourism stakeholders.” 

“It has opened up new doors and further solidified the 

Association’s importance of being the bridge between the destinations 

and the industry,” he continued. “We have managed 

to further strengthen our existing and develop new relationships 

within the countries and destinations at a personal level, 

which makes the difference when addressing issues throughout 

the region.” 

“Carlos’ long-standing dedication and input into the 

Committee will help him effectively lead the Committee over 

the next two years, and I look forward to continuing to work 

with him and the Committee to fulfill our goals.” 

Torres de Navarra has shown his unwavering dedication 

to the Committee and FCCA’s Platinum Members and partner 

destinations through over a decade of providing invaluable 

interaction, participation, information and assistance at FCCA 

meetings and events. 

These efforts exhibit his commitment to the Committee’s 

functions: discussing cruise industry topics, such as tourism 

development, ports, safety and security; fostering an understanding 

of the industry and its practices; building bilateral relationships 

with FCCA’s partner destinations’ private and public 

sectors; fostering increased revenue opportunities for ports and 

destinations; and enhancing the destination experience and 

amount of cruise passengers returning as stay-over visitors. 

Mr. Torres de Navarra oversees the strategic planning 

and execution with respect to port development and port-related 

commercial agreements. He also works with Carnival 

Corporation brands and destination stakeholders to optimize 

port strategies, and agreements as well as planning long-term 

strategies across regions. 


WELCOME TO 

ST. MAARTEN 

DUTY FREE SHOPPING • DISABLED FRIENDLY PORT 

HALF DUTCH – HALF FRENCH • 37 WHITE BEACHES 

CUISINE CAPITAL OF THE CARIBBEAN • THE FRIENDLY 

ISLAND • MORE THAN 50 TOURS • MORE THAN 300 

GOURMET RESTAURANTS 

37 PRISTINE BEACHES, 300+ GOURMET RESTAURANTS MORE THAN 50 TOURS AND EXCURSIONS. 

THE DUTY FREE SHOPPING MECCA OF THE CARIBBEAN - PHILIPSBURG. WWW.PORTSTMAARTEN.COM

N°1 

ST. MAARTEN 

N°1 PORT IN THE CARIBBEAN

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