As cruise travel steadily returns globally and gears up for a comeback in the U.S. , we caught up with Charles Sylvia, ECC, vice president of industry and trade relations for Cruise Lines International Association (CLIA).
Below, he shares all the latest regarding cruise travel at large and how it pertains to both agents and customers alike.
How would you describe the current outlook for cruise travel?
With over 500,000 passengers having sailed since last summer onboard CLIA ocean-going member ships in Europe, the South Pacific, parts of Asia and now the U.K., it is wonderful to see additional markets reopen to cruise and other forms of tourism around the world. As a result of the extensive protocols that have been adopted by cruise lines since resumption began, cruise ships are well on their way to offering the traveling public a high level of COVID-19 mitigation.
From your perspective, how are things progressing with the Centers for Disease Control and Prevention (CDC) and other U.S. and international authorities?
The cruise industry and the CDC have a long history of collaboratively working together in the interest of health and safety. This pandemic was no exception as we worked together to identify a pathway to a responsible return of operations through a rapidly evolving public health landscape. And, after nearly 15 months since the cruise industry suspended global operations due to the pandemic, hope is finally on the horizon for hundreds of thousands of Americans who rely on cruise tourism for their livelihoods.
We are thrilled to say that the cruise industry is on track to begin sailing once again out of U.S. ports by July, with the first revenue voyage scheduled for June 26.
As we steadily move forward in the planning process to resume sailing from U.S. ports, and other parts of the world, we will continue to work with government and health authorities to protect the health and safety of cruise passengers, crew and the communities that we visit.
Even though individual lines are crafting their own measures as they move forward, is CLIA planning to update its Core Elements of Health Protocols based on the latest CDC guidance for cruising?
In December 2020, CLIA ocean-going member lines agreed to adopt a comprehensive and stringent Member Policy for the Mitigation of COVID-19, informed by the insights and guidance of leading experts in health and science. The policy applies to all CLIA ocean-going cruise lines worldwide that carry 100 or more passengers and travel on itineraries to international waters.
Enhanced protocols include extensive prevention measures and, importantly, robust response and mitigation procedures to respond to, care for and contain any potential instance of COVID-19 that may occur. This, of course, does not preclude our members from doing more — which is to say that, while you may see some variances in measures, our Member Policy establishes a consistent global baseline.
Highlights of the policy include but are not limited to 100% testing for passengers and crew prior to embarkation; a mandatory quarantine for crew prior to interaction with guests; expanded onboard medical capabilities; pre-arranged response logistics involving transportation and medical facilities; physical distancing measures; mask-wearing requirements; and increased ventilation.
I will add that the measures implemented by cruise lines are continuously evaluated over time as circumstances related to the pandemic evolve. [Measures] will continue to be guided by the knowledge and advice of the scientific and medical communities.
Charles Sylvia, ECC, vice president of industry and trade relations for CLIA
Credit: Charles Sylvia, ECCWhat is CLIA’s current take on vaccines and other protocols (both onboard and onshore), such as sanctioned tours?
While vaccines are game changers, it is important to note that the rollout is at different stages in different parts of the world. That is why we have stringent and rigorous measures in place to effectively mitigate the risk of COVID-19 in a cruise ship setting.
The industry’s protocols have been put to the test and have demonstrated effectiveness and a lower incidence rate than on land — as shown by the more than 500,000 passengers plus crew who have sailed on hundreds of voyages since last July in cruise markets outside of the U.S.
What advice would you offer travel advisors during this time of transition?
Agents should remind potential customers that while no setting can ever be 100% safe, the health and safety of passengers, crew and the destinations we visit is the top priority for the cruise industry. The industry’s proven public health measures, combined with a general increase in vaccination rates, will further contribute to protecting the health and well-being of cruise passengers, crew and destinations while providing for vacation experiences and memories that will last a lifetime.
How should travel agents approach client messaging and sales specifically?
Travel advisors should move forward with a “business-as-usual” attitude, which is certainly what the traveling public wants. People want to see a return to normalcy. Travel advisors have an opportunity to provide a sense of normalcy for their clients, communicating the benefits of cruising and how it is the best way to travel and experience the world, just as they did before.
At CLIA, we do not seek to train travel advisors to become healthcare experts. We are merely teaching them to know where the information is when they need it, so that they can have the necessary resources and tools at their disposal when clients ask.
At CLIA, we do not seek to train travel advisors to become healthcare experts. We are merely teaching them to know where the information is when they need it, so that they can have the necessary resources and tools at their disposal when clients ask. At the same time, CLIA ocean-going member lines and river cruise operators are providing all the information travel advisors need to prepare their clients for the cruise experience, ensuring all necessary COVID-19-related protocols will be followed, and requirements will be met before guests arrive at their port of embarkation.
Do you have any bonus tips for them during this challenging but optimistic time?
Travel advisors need to concentrate on time management and effectively qualifying prospective clients. Now is not the time for a travel advisor to have their time wasted by someone who will not end up booking through them (or booking, at all). Demand is skyrocketing, and travel advisors’ time and attention are more precious than ever; they cannot be squandered on “Pay Pirates” (tire-kickers). I recommend boning-up on sales qualifying training — CLIA offers a great course on qualifying — and learning the signals clients give when they’re serious and when they’re not.
Additionally, I strongly encourage travel advisors to organize and promote group cruises that they themselves will host. There is no better way to earn the trust and lifelong business of a client than to take them on their first cruise. In my 27 years selling cruises, I have hosted client groups on countless occasions, and many of my clients credit me with turning them into lifelong cruise enthusiasts. Cruise with your clients, and you will have a client for life.
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