Cruise & Ferry Review - Autumn/Winter 2021

1 6 8 INTERV IEW The human element of cruising Dickson Chin from Wallem Ship Agency explains the value of ship agents and how their role may change in the future C ruising is a complex business with many moving parts. Delivering the exceptional experiences that customers have become accustomed to requires that cruise lines, shipowners, ship operators, crew members, shore excursion providers, travel agents, port authorities and ship agents work together. According to Dickson Chin, managing director at Wallem Ship Agency, the role of ship agents is to provide and coordinate services to visiting ships. But this is beginning to change. “We have seen the role of cruise agents in particular evolve over time,” he says. “Some have ventured into offering shore excursions or transportation services and even have their own docking and porter services. Others, including Wallem, have kept to the core port agency services, acting on behalf of owners or principals with their interests in mind.” However, current activities in the maritime industry may impact the role of the ship agent. “Digitalisation is driving change,” says Chin. “What you see on the quayside is only part of the work of an agent. The need to integrate electronically with the principal’s systems for port finances and with the local authorities for declarations and customs immigration quarantine submissions has been a key focus within Wallem.” Despite the potential changes, Chin believes the key quality of a good ship agent is one who goes above and beyond. In doing so, they can become precious assets to the cruise lines they serve. “Anyone can be a port agent, but a good port agent is hard to come by,” he explains. “My recommendation to clients is to look beyond what an agent can do outside the port and on the day of the ship call. Being able to plan multiple services so that they run smoothly is expected, but the ability to anticipate issues and see them from the ship’s perspective is another matter entirely. This is the mark of an exceptional agent and one who is definitely worth holding onto!” “There are also those agents who have a voice with local government authorities, who can steer regulations and drive cruise developments in their respective markets – and these are invaluable to cruise lines.” With the challenges of Covid-19, one might assume that cruise operators would choose to integrate the services of these third-party providers into their own offerings, to reduce costs. However,