Cruise & Ferry Review - Autumn/Winter 2021

1 0 Four of the 999 emergency services workers who were invited to join Anthem of the Seas’ first cruise out of the UK by Royal Caribbean International this July to have the whole fleet back in service by the end of the first quarter of 2022.” Feedback from guests has been resoundingly positive. In fact, all the brands are receiving the best guest satisfaction ratings in Royal Caribbean Group’s history. “Ratings have been off the charts ever since we resumed operations because people are so thrilled to be back at sea and finally getting the chance to enjoy their long-awaited cruise holidays,” says Fain. “Cruise after cruise, we’re receiving amazing feedback on everything from the onboard experiences to the shore excursions and crew engagement levels. Not only do we see guests’ happiness reflected in the high survey scores, but also in their tears of joy as they step back onboard for the first time. Returning to sea has been a very emotionally rewarding experience for everyone.” Royal Caribbean Group’s more than 45,000 crew members have also returned reinvigorated and eager to deliver the innovative cruise experiences that delight guests. Ever appreciative of the fundamental role shipboard crew members play in driving the company’s success, Fain says: “Our crew members have struggled throughout the pandemic, and it’s been an emotional experience to see how happy they are to be back onboard and hear the stories they have to share. Their motivation and excitement are contagious. They are phenomenal and it’s thanks to their tireless efforts that our cruises have been so innovative and special for more than 50 years.” Fain attributes much of Royal Caribbean Group’s restart success to its rigorous new health and safety protocols, which were developed with the help of a panel of globally recognised public health, infectious diseases, biosecurity, hospitality and maritime operations experts. The Healthy Sail Panel, which was established in conjunction with Norwegian Cruise Line Holdings Ltd., collaborated with both cruise corporations to review all aspects of their operations and identify how best to improve health and safety for guests, crew and the communities in the destinations their ships visit. Based on the panel’s recommendations, Royal Caribbean Group has taken a multilayered approach to Covid-19 prevention, implementing measures such as sailing at reduced capacity, social distancing, mandatory mask wearing in certain areas, staggered embarkation and check-in, and enhanced medical- grade sanitisation and disinfection protocols. In addition, it has expanded onboard medical teams and facilities, and introduced mandatory Covid-19 vaccinations and regular tests for all eligible crew members. Testing and vaccinations requirements for guests depend on their age and port of departure. If a suspected case of Covid-19 arises, Royal Caribbean Group activates a robust, tiered response plan to rapidly isolate and test the patient, before working with local authorities to safely remove them from the ship for treatment onshore if necessary. To date, guests and crew members have happily complied with the requirements. “Our extensive requirements are designed to minimise the risk of the virus coming onboard in the first place, but the vaccines have been a game changer too,” says Fain. “Our surveys showed that guests want to be vaccinated and they don’t feel comfortable travelling with unvaccinated people. When they’re sailing on our ships, they are reassured that all eligible people have been vaccinated and those that are ineligible have undergone rigorous tests and are following additional health and safety precautions. “Of course, it’s currently impossible for anyone to completely eliminate the risk of Covid-19 but our ships have now carried hundreds of thousands of guests, and thanks to our strict protocols, we’ve only had a few isolated cases that have been quickly and effectively managed. There haven’t been any big outbreaks like there have been elsewhere.” Although he acknowledges that the industry must work harder to educate the public about the safety of post-pandemic cruises, Fain predicts that the success of Royal Caribbean Group’s first voyages will encourage anxious travellers to return to the seas. KEYNOTE “ Guest ratings have been off the charts ever since we resumed operations”