Cruise & Ferry Review - Autumn/Winter 2021

1 6 9 Wallem Ship Agency helps cruise lines deliver more intimate and expert guest experiences through its ship agent services the situation is quite often the opposite, particularly as operators work to deliver more personalised, intimate and in-depth cruise experiences. “We have, in fact, seen more cruise lines reverting to locally appointed agents as they seek out the truly expert and best-in-class agents in each destination country,” says Chin. “In addition, governments require a responsible party that they can track locally, which has significantly increased the responsibility and accountability of an agent. Our role remains essential, especially with local authorities.” Chin also highlights the issues that would face the cruise industry if manned services from agents were no longer available. “The inevitable result would be that cruise ships are left to manage their own service requirements in port and at sea,” says Chin. “The human element remains paramount when attending to cruise ships: what happens when a lost guest misses the ship with all their belongings still onboard? Or, worse still, when there are fatalities on board? It is often in emergency situations that the true value of a port agent is appreciated.” And despite the swift move the industry is undergoing towards digitalisation, Chin believes there is still a space for manned port services. “The business model for these services still exists, even in the new digital era,” he explains. “For example, due to the number of people onboard these ships, there will be requests for shore medical assistance, and when English is not the first language of the destination, manned service is needed. “Until we see the complete switch to electronic bills of lading and the industry embracing online services and declarations, manned port services will be required.” CFR “ Our role remains essential, especially with local authorities”