Providing ferry services to cruise passengers in Mexico

This article was first published in Spring/Summer 2018 issue of the International Cruise & Ferry Review. All information was correct at the time of printing, but may since have changed.

Famed as one of the world’s top diving and snorkelling destinations thanks to colourful coral reefs that teem with rare marine life and its place on UNESCO's World Network of Biosphere Reserves, Cozumel is a firm favourite with cruise lines visiting Mexico. In fact the island, which is located to the south east of the Yucatán Peninsula, is home to Mexico’s busiest cruise port and welcomes more than 1,200 ship calls and four million guests every year.

While many of these cruise guests are content to spend the duration of their visit participating in water sports, taking a bird-watching tour, exploring the island’s Mayan archaeological sites, or simply relaxing in one of its many restaurants and bars, others prefer to head to Mexico’s mainland. To ensure these passengers can make the most of their limited time during port calls, multiple cruise lines have turned to the services of local fast ferry operator Ultramar.

Operational since 2003, Ultramar has more than 19 vessels (varying in capacity from 150-850 passengers) and provides passenger ferry services to locals and tourists between Playa del Carmen Cozumel, and also Cancún and Isla Mujeres. Not only has Ultramar become a vital transport link for locals in Mexico’s state of Quintana Roo, but it is also Mexico´s largest excursion and tour operator for the cruise industry.

“We offer a fully integrated service that quickly transports guests to Playa del Carmen in the state of Quintana Roo in mainland Mexico where the most important tourist attractions are,” says German Orozco, CEO of Ultramar. “Our modern ferries shorten the crossing time between the mainland and Cozumel, so cruise lines are able to offer a wide range of excursions to their passengers – some of which they can purchase while onboard our ferries.”

Ultramar operates its own ports with car parks, restaurants, boutiques, convenience stores, and bus and taxi terminals. This makes it easy for the company to quickly transport passengers from its ferries to their tour buses, taxis and other forms of transportation.

“Our terminals offer a full range of passenger services, and we also provide first-class land transportation and multilingual guides who can take cruise visitors to a wide range of world-renowned venues throughout the Yucatán Peninsula,” says Orozco. “These include Tulum, Coba and Chichén Itzá. Recently, we’ve developed new and innovative tour products, such as the highly successful ‘VIP Tulum and Cenote Swim’ and ‘Cenote Hopping’ excursions.”

Providing a fast, frequent and reliable ferry service that is also combined with onshore tour offerings gives Ultramar a valuable competitive advantage, according to Orozco.

“Our integrated service allows us to offer cruise lines good prices, so we’ve become one of the country’s most important island transportation links since we started,” he says. “By implementing a strategy comprising modern fast ferries, frequent and convenient departures and competitive rates, we’ve steadily gained 70% market and we now transport around seven million passengers per year. We’ve also earned recognition from cruise operators, winning several awards such as the Caribbean’s Leading Tour Operator of the Year from Carnival Corporation. Last year, Carnival Corporation contracted Ultramar to provide all tour operation services for its five brands that visit Cozumel, including AIDA Cruises, Carnival Cruise Line, Costa Cruises, Holland America Line and Princess Cruises. This account alone represents a 50% increase in Ultramar’s tour operations volume and sales.”

However, claims Orozco, it’s not just competitive pricing that has led Ultramar to thrive in Mexico’s travel and tourism industry. Instead, the two fundamental reasons for its success are that it prioritises passenger needs and focuses on being innovative in all areas of its business.

“We’re continuously improving our ferries, transportation services, tour products and port infrastructure to make it even easier and more convenient for cruise guests to travel to and from the mainland, so they can make the most of the time they have to enjoy their shore excursions,” he explains. “This year, for example, we’ll be investing in more technologies to improve customer satisfaction and we’ll be further enhancing our terminals to add covered areas that fully protect guests from the sun and/or inclement weather.”

In 2017, Ultramar introduced two new 48-metre catamaran ferries, which were designed by Australia-based firm Incat Crowther and built by US-based Midship Marine. Able to accommodate around 800 guests, the ferries have indoor seating on an air-conditioned deck with panoramic windows, as well as outside seating. Onboard highlights include a children’s area, TV screens, snack bar, electrical power outlets, a stage for live music and Ultramar’s signature underwater LED lighting. Multiple boarding areas located over two of the three decks enable passengers to embark and disembark more quickly, expediting turnarounds at the port.

“Our new world-class catamarans serve the route between Cozumel and Playa del Carmen and they raise the bar for passenger experience, taking the speed and comfort to unprecedented levels,” remarks Orozco. “In 2018, we’ll take delivery of two out of ten new 28-metre catamarans, which were ordered from Midship Marine as part of the ‘Urban Transportation’ project, which will connect Cancun Downtown with Cancun Hotel Zone. Also this year, we’ll aggressively enter another essential market niche in island transportation by putting three new ro-ro cargo vessels into service on the route between Cozumel and Isla Mujeres.”

Not only will Ultramar’s new vessels elevate the passenger experience, but they will also improve the fleet’s environmental performance. The two catamarans that launched in 2017, for example, have an aerodynamic design, lightweight aluminium hulls and energy-efficient engines. Modern navigation systems and night vision aids will also make journeys safer.

“Ultramar is a socially responsible company and our operations are sensitive to the environment,” notes Orozco. “Our existing ferries use biodiesel fuel where possible and they are equipped with the most advanced marine propulsion technology to minimise fuel burn. Modern monitoring systems also enable us to track fuel consumption rates so we can find ways to maximise operational efficiency. We also use advanced software to determine the best possible designs for our newbuilds. We will continue to keep looking for more ways to improve our ferries, and of course our services, in ways that benefit our passengers, cruise line partners and our business long into the future.”