Cruise & Ferry Review - Spring/Summer 2021

1 2 9 “We have upgraded medical services across our fleet along with data that we want to collect and share with governments,” explains Poulter. “We are using that system to collect guest data prior to a voyage and use that as part of the layers of protocols we’ve put in place to prevent Covid-19. Hopefully nothing occurs onboard but if it does, we can use that data as part of a system to treat the patient, quarantine them and track their care until they return to shore.” In addition, technology allows Royal Caribbean Group to monitor areas where there may be social distancing bottlenecks and implement measures to prevent this, such as staggering check- in arrival times and limiting venue numbers. Poulter says this has created new ways of seeing things which will improve future operations. “If venues are very full, for example, how do we create additional programmes at different times to disperse people across the ship?” Royal Caribbean Group liaised with the Government of Singapore to ensure both were aligned and that all the protocols were being followed. It continues to have regular dialogue with, and report to, the Government. Looking ahead, Poulter says this will help when its brands restart operations elsewhere. “It is a blueprint. Every government takes a slightly different approach. This is part of the complexity for us. However, a part of the protocols is grounded in science and medicine and this will be applied globally.” While their ships are out of service, Royal Caribbean Group’s brands have also been using technology to maintain relationships with guests. “We have looked at opportunities as to how we can use technology to stay connected with loyal guests who cannot travel with us at the moment,” says Poulter. “How do we excite them about future trips?” A plan has been rolled out across the group’s digital platforms to allow guests to continue to earn loyalty points and enjoy perks such as viewing the introduction of Celebrity Apex to the Celebrity Cruises fleet. “This is an innovative way of keeping engaged with guests,” explains Poulter. “We are finding unique pathways which, perhaps in the past, we didn’t spend so much time thinking of as we had different avenues open to us.” Although much has been focused on how to harness the power of technology to resume operations in a Covid-safe manner, it is clear that technology is continually under development to support other areas of the business. From sales to the entire operation onboard, Guests were able to watch online as Celebrity Apex (front centre) joined sister vessel Celebrity Edge and several other Celebrity Cruises ships offshore in The Bahamas