Welcome to December. December 2015 CLIA UK & Ireland Informer

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December 2015 CLIA UK & Ireland Informer Event Update Join the #CruiseRevolution & Luxury Expo 2016 CLIA

Update New content online this month Welcome to December The success of the cruise industry comes from

all expectations, and on engaging all stakeholders for the good of the whole industry.

1 December 2015 CLIA UK & Ireland Informer Event Update Join the #CruiseRevolution & Luxury Expo 2016 CLIA Cruise Forum 2015 Photo board from the event CLIA Cruise Excellence Awards Your 2015 Winners Online Update New content online this month Welcome to December The success of the cruise industry comes from our ability to work together to get more people to cruise, on creating holiday experiences that exceed all expectations, and on engaging all stakeholders for the good of the whole industry. Thank you for everything that you do to support the industry, and thank you for being part of the CLIA Cruise Community. Andy Harmer and the London CLIA Team River Cruise Convention 2015 Prize Winners & Resources from the event This Month s Cruise News Update By Augustus Lonsdale of CLIA Special Guest Columnist Phil Nuttall, The Cruise Village

CLIA UK & Ireland Informer Adele s Events Coming in 2016 CLIA 2016 CONFERENCE Join the #Cruise Revolution for CLIA s 10th anniversary

innovative cruise ship will be making her UK debut to travel agents at the 2016 CLIA Conference.

anniversary of the largest cruise travel agent event in Europe.

delighted to announce the dates and ships in attendance at the 2016 Luxury Cruise Expo.

2 CLIA UK & Ireland Informer Adele s Events Coming in 2016 CLIA 2016 CONFERENCE Join the #Cruise Revolution for CLIA s 10th anniversary celebrations May 2016 Southampton Optional Pre-Conference Masterclass 17 May onboard MSC Splendida The world s newest and most innovative cruise ship will be making her UK debut to travel agents at the 2016 CLIA Conference. Royal Caribbean International s latest ship, Harmony of the Seas, will be joined by P&O Cruises Ventura as CLIA celebrates the 10th anniversary of the largest cruise travel agent event in Europe. ONE DAY MORE Final Tickets available for CLIA Member Travel Agents via CLIA LUXURY CRUISE EXPO August 2016 Southampton CLIA are delighted to announce the dates and ships in attendance at the 2016 Luxury Cruise Expo. After 3 years hosted by the Port of Dover, 2016 sees the event head to Southampton, where delegates will have the opportunity to visit both Oceania Cruises Marina and Regent Seven Seas Cruises Seven Seas Voyager. Registration will open in the New Year - keep your diary free if you can join us!

3 The Cruise Forum was held onboard Cruise & Maritime Voyages Magellan on Thursday 10 December, and combined networking and business sessions, followed by the opportunity to join us that evening for the 2015 Annual Dinner. The theme of the day was uniqueness with our hashtag #FoundMyUnique and we were delighted to have been joined by 100 of our agent members and over 30 of our cruise line and partner companies.

WINNERS 2015 The Cruise Expert of the Year award was presented to Sarah Bolton from Travel

Sarah demonstrated a positive attitude in going above and beyond expectations and showing a

The Rising Star award was presented to FlexiCruise which demonstrated continued growth

The Cruise Advocate Award was presented to Alison Earnshaw from World Travel Holdings

The Innovation in Cruise award was presented to Jetline Cruise which has shown innovative

David received the Outstanding Contribution award for his exceptional contribution to the

He is a tireless campaigner and his knowledge of cruise is second to none.

Cruise and reflected the company s continued evolution of the online offering and customer

High Street Travel Agency of the Year went, for the second year running, to Trailfinders.

ensuring an exceptional customer Kathryn Beadle and Trevor Dupont received the Outstanding

4 WINNERS 2015 The Cruise Expert of the Year award was presented to Sarah Bolton from Travel Counsellors. Sarah demonstrated a positive attitude in going above and beyond expectations and showing a desire to continually increase her cruise knowledge. The Rising Star award was presented to FlexiCruise which demonstrated continued growth through product development and great customer engagement. The Cruise Advocate Award was presented to Alison Earnshaw from World Travel Holdings (Cruise 118) for her drive, commitment, dedication and professional development. The Innovation in Cruise award was presented to Jetline Cruise which has shown innovative packaging while moving to a more engaging cruise proposition for customers. David received the Outstanding Contribution award for his exceptional contribution to the cruise industry over more than 30 years. He is a tireless campaigner and his knowledge of cruise is second to none. He has proved to be a driving force in raising the profile of cruising now making it a mainstream holiday choice. The Online Travel Agency of the Year award was presented for the fourth year running to IGLU Cruise and reflected the company s continued evolution of the online offering and customer experience. High Street Travel Agency of the Year went, for the second year running, to Trailfinders. The company demonstrated a focus on training and continued growth in cruise holidays while ensuring an exceptional customer experience. Kathryn Beadle and Trevor Dupont received the Outstanding Contribution Award for their significant contribution to the success of UK cruising. Kathryn and Trevor have committed themselves to working tirelessly with the travel trade, encouraging greater engagement to the benefit of the industry. Travel Agent Business of the Year was awarded to World Travel Holdings (Cruise 118) which demonstrated a strong investment in training, an enthusiasm for personal development and for supporting CLIA events. This investment has been rewarded in positive customer engagement.

Family Facilities 2015 Cruise Line Babies (6mths-2) Infants (3-7) Children (8-12) Teens (13-18) Babysitting Dedicated Kids Area Extra Facilities/Notes Carnival Cruise Line None Camp Ocean: Penguins

Costa Cruises Cruise and Maritime Voyages None None None None No None Cunard Line Fred Olsen Cruise Lines None Hapag-Lloyd Cruises Play Zone (with parental supervision) Night Nursery Knopf Club (2-3

None Palmy s Pals Palmy s Crew Teen Club Yes Norwegian Cruise Line Splash Academy: Guppies Splash Academy: Turtles (3-5) & Seals (6-9) Splash Academy: Seals (6-9) & Dolphins (10-12) Family Sports,

Night Time Activities, Theme Night, Kids Club, Childrens playroom, Activity Area (Fantasia) The Waves Teen Centre, Library, Hollywood Theatre, Pool, Games Consoles Family Staterooms, Private Island

Childrens Facility Baby Welcome Package, Mascot, Ball Pit, Sensory Wall, Cuddle Teens Club Yes Lounge, Spa Package (8+) ipod Chairs.

Teen Lounge, Interactive Workshops CLIA UK & Ireland Informer Alex s Online Update DESTINATION GUIDES WEST COAST USA The West Coast of the USA may not have the maritime history and heritage of their

incredibly popular cruise destination. And this is all before we talk about the fact that the West Coast is the gateway to incredible destinations like Alaska and Hawai i.

voyage is particularly easy. While San Francisco and Los Angeles are well documented holiday destinations the ports further north such as Seattle and Portland should not be discounted.

Portland, meanwhile, has gained a reputation as a particularly hip city with a great culture of festivals, sport and craft beer the city s popularity is sure to grow and has become a must-do

History Western America is widely viewed as the gateway to civilization and settlement of the Americas formerly connected to modern day Russia by ice across the Bering Strait, the first settling

While it was the East Coast that was colonised when the Europeans arrived, it appears that the western coast was the most populous of the country s regions, with over a third of the Native American

5 Family Facilities 2015 Cruise Line Babies (6mths-2) Infants (3-7) Children (8-12) Teens (13-18) Babysitting Dedicated Kids Area Extra Facilities/Notes Carnival Cruise Line None Camp Ocean: Penguins Circle C (12-15) Camp Ocean: Sharks (2-5), Camp Ocean: o2 Club (15-18) Yes (9-11) Stingrays (6-8) Join Mini Mini and Maxi Junior Teenzone TeenZone acivities Yes >36 Months (with adult supervision) Costa Cruises Cruise and Maritime Voyages None None None None No None Cunard Line Fred Olsen Cruise Lines None Hapag-Lloyd Cruises Play Zone (with parental supervision) Night Nursery Knopf Club (2-3 Year Olds) Activities targeted at ages 5-11 are provided, however they require parental supervision Knopf Club (2-3 Year Kids Club Olds) Kids Club (4-10 (4-10 Years Old) Years old) Island Cruises None Palmy s Pals Palmy s Crew Teen Club Yes Norwegian Cruise Line Splash Academy: Guppies Splash Academy: Turtles (3-5) & Seals (6-9) Splash Academy: Seals (6-9) & Dolphins (10-12) Family Sports, Xbox Experience, Itake (Video project for Teens), Pagers for children with Special Needs, Family Friendly Dining & Cabins Daytime and Evening activites, Dance Lessons, Games Room, Pool, Mini Shows Night Time Activities, Theme Night, Kids Club, Childrens playroom, Activity Area (Fantasia) The Waves Teen Centre, Library, Hollywood Theatre, Pool, Games Consoles Family Staterooms, Private Island 'Castaway Cay', Waterworks, Onboard Cinemas, Family Pools Black Watch has a Games Room, that is converted into a Play Room, None No None Balmoral has an Arts & Crafts Room that is converted into a Childrens Facility Baby Welcome Package, Mascot, Ball Pit, Sensory Wall, Cuddle Teens Club Yes Lounge, Spa Package (8+) ipod Chairs. Booster Seat & Cribs free, Farewell PJ parties, Day time activities(arts & crafts, games, sports) Culinary Centre, Teen Only Nightclub Events, Teen Yoga and Hip Hop classes, Birthday Parties Pool, Teen Lounge, Interactive Workshops CLIA UK & Ireland Informer Alex s Online Update DESTINATION GUIDES WEST COAST USA The West Coast of the USA may not have the maritime history and heritage of their cousins on the East Coast, but with incredible sail-ins like San Francisco, famous places like Los Angeles and surprising cultural destinations like Portland, it is no surprise that it is an incredibly popular cruise destination. And this is all before we talk about the fact that the West Coast is the gateway to incredible destinations like Alaska and Hawai i. Because of the popularity of Alaska, which we will cover in a separate guide, the ports along the West Coast are often busy, and the region is also regularly used as a stop off point before crossing the Pacific during World Cruises. This popularity has also increased the ease of embarking here, which is also helped by many of the ports being city centre or equivalent, means that overland options or staying on prior or post your voyage is particularly easy. While San Francisco and Los Angeles are well documented holiday destinations the ports further north such as Seattle and Portland should not be discounted. Seattle has a long marine history and is currently the home of the Holland America Line group, meaning this company particularly hosts a number of departures from here. Portland, meanwhile, has gained a reputation as a particularly hip city with a great culture of festivals, sport and craft beer the city s popularity is sure to grow and has become a must-do destination for many of those interested in culture. History Western America is widely viewed as the gateway to civilization and settlement of the Americas formerly connected to modern day Russia by ice across the Bering Strait, the first settling tribes are said to have walked from Asia into the continent, before spreading out across North America and even down into South America. While it was the East Coast that was colonised when the Europeans arrived, it appears that the western coast was the most populous of the country s regions, with over a third of the Native American population living in California alone around this time. THIS MONTH Destination Guides Our Cruising Destination of the Month in November is Australasia. Each month we publish a brand new destination or region of the month so that by the end of the year we will have built up an incredible portfolio of destination maps and information, port guides, video and photography plus every month we add a downloadable Destination Guide that you can download and save to your desk-top or print. Last month we focused on the West Coast USA. Our destination Guides are in the Members Area within the Cruise Toolbox. NEW Member Training Modules Online in the Learning Academy CLIA Sign up online at cruiseexperts.org Member Cruise Line modules can be found in the CLIA Learning Academy 2016 Factsheet Updates > Ships Homeporting at UK Ports in 2016 > Broadway and West-End style Productions on Cruise Ships in 2016 > Passenger Space Ratios of CLIA Member Cruise Lines > Key Australasian Departure Ports & Ships 2016 > Key Alaskan Departure Ports & Ships 2016 > Itineraries with Irish Cruise Calls in 2016 > Key Iceland Departure Ports & Ships 2016 > Themed Cruises in 2016 Updated > New Fleet Additions for Ocean Vessels 2016 > New Fleet Additions for River Vessels 2016 Azamara Club Cruises None None None None No None None, however children are welcome aboard Celebrity Cruises None Kids Club Kids Club X Club Yes Family Pool, Waterworks, IMAX, Dive in Movies, Arcade, Zspa, Arts and Crafts, Teen Sports, Hasbro, The Game Show Celestyal Cruises Daily Supervised Activity Program (Celestyal Olympia only) No Play Area for younger children only Separate pool for children (Olympia) Crystal Cruises None Junior Program Junior Program Teen Program Yes Play Zone Kids Zone Teen Zone Yes Magellan, Azores & Marco Polo are for the enjoyment of those over 16 only, however Astor does accept child bookings Disney Cruise Line 2 Onboard Nurseries Oceaneer Club & Lab Oceaneer Club & Lab Vibe Yes Pool, Daytime Clubs, Deck Sports, Discos, Game Consoles, Kareoke, Outdoor Play Area Hebridean Island Cruises None None None None No None No facilities are offered for children below the age of 9 Holland America Line None Club Hal Kids Club Hal Tweens The Loft- Teens Yes Hurtigruten None None None None No None None, however children are welcome aboard MSC Cruises None Mini Club Junior Club Teens Club Yes Entourage Yes Action Zone arcade for teens, breakfast club Teen Card(Credit card type for activities) Childs Menu, Teen Disco, 4D Cinema, Bowling, Pool, family friendly staterooms, kids menu in dining rooms, special family activities & tours, LEGO tie-in. Oceania Cruises None None None None No None None, however children are welcome aboard

We are delighted to have seen so many of our members

fair with over 25 companies in attendance, and we

We do also have the latest River Cruise Bulletin now

The Bulletin highlights the latest news from the

Waterways - Fortnum and Mason Hamper Rachel Wright,

Marriott Pamper Voucher for Two Winner TBA Uniworld

Dudley, Ponders Travel Belmond - 7 night cruise on

Trip in 2016 Kath Doyle, Bawtry Travel APT River

Travel A-ROSA - 5-night cruise onboard A-ROSA in

6 We are delighted to have seen so many of our members in Amsterdam last month, as we held the 5th annual River Cruise Convention. The event showcased 7 river ships and hosted a trade fair with over 25 companies in attendance, and we are are excited to share a selection of photos from the event. CLICK HERE TO VIEW THE PHOTOS RIVER CRUISE BULLETIN We do also have the latest River Cruise Bulletin now online and located in the Cruise Daily! The Bulletin highlights the latest news from the sector including New Vessels, New Itineraries & Product Updates. Winners from the Big River Cruise Quiz: Avalon Waterways - Fortnum and Mason Hamper Rachel Wright, Cruise Select SCENIC and Emerald Waterways - Marriott Pamper Voucher for Two Winner TBA Uniworld - 7 night European River Cruise for two Clare Dudley, Ponders Travel Belmond - 7 night cruise on either Belmond Road to Mandalay/Orcaella Dan Williams, Cruise.co.uk AmaWaterways - Place on AmaWaterway s next Fam Trip in 2016 Kath Doyle, Bawtry Travel APT River Cruises - Case of Bordeaux wine Lilly Muscat, Royal Travel A-ROSA - 5-night cruise onboard A-ROSA in 2016 Lesley McFarland, Co-Operative Travel PTA RIVER CRUISE SPECIFIC FACTSHEETS - COMING 2016 Factsheets coming in the New Year covering key information on embarkation ports for river cruising, aiport to pier information and key sights and excursions along the way.

CLIA UK & Ireland Informer This Month s Cruise News Update by CLIA s Augustus Lonsdale After the glamour of Norwegian Escape s launch at the end of October, CLIA moved into full River Cruise mode in

Perhaps then it is apt that this month has been packed full of fascinating river developments, many of which we heard about at this year s convention.

The company s latest vessel Loire Princesse has impressed many since its arrival on the notoriously difficult to navigate Loire river, completing over 90% of its itineraries, and she will be followed

This investment in this new class of vessel will continue to allow CroisiEurope to add itineraries that no other lines are offering.

They will be joined on the Amazon, and a range of other rivers, by adventure company G Adventures, who have added a new river cruise programme to their offering.

7 CLIA UK & Ireland Informer This Month s Cruise News Update by CLIA s Augustus Lonsdale After the glamour of Norwegian Escape s launch at the end of October, CLIA moved into full River Cruise mode in November ahead of the 5th CLIA River Cruise Convention. Perhaps then it is apt that this month has been packed full of fascinating river developments, many of which we heard about at this year s convention. As they hosted agents at the convention, CroisiEurope made some key announcements for their future fleet deployment. The company s latest vessel Loire Princesse has impressed many since its arrival on the notoriously difficult to navigate Loire river, completing over 90% of its itineraries, and she will be followed next spring by the next in their paddlewheeler range the Elbe Princesse, and now also by a third paddlewheel vessel in This investment in this new class of vessel will continue to allow CroisiEurope to add itineraries that no other lines are offering. The will also enhance this with new itineraries on the Amazon and new canal boats arriving next year, further increasing their portfolio of rivers. They will be joined on the Amazon, and a range of other rivers, by adventure company G Adventures, who have added a new river cruise programme to their offering. Chartering small and exclusive vessels to cruise the waterways of India, France and Vietnam, G Adventures will offer a unique way to experience some of these amazing destinations, with high quality experiences the major selling point. After a year of incredible expansion, we finally received the first details of Crystal Cruises new river cruise product as it was announced that, alongside 4 new exclusive River Yachts joining from 2017, Crystal would also add the classic riverboat Mozart (now Crystal Mozart) from next year, marking a speedy entry to the market. One of the largest river vessels in Europe, Crystal Mozart will offer a range of concepts familiar to Crystal guests, such as their acclaimed alternative dining venues and a stunning Palm Court lounge. Sales opened at the end of November and have been overwhelmingly positive according to Crystal CEO Edie Rodriguez. As Crystal were announcing this new river programme, they also presented the expansion of their upcoming Crystal Luxury Air product. Alongside their new Dreamliner, Crystal Air will also add a Boeing 777 to travel 14 and 28 day luxury itineraries, hopping from city to city. Crystal are optimistic the new addition, which will begin operations in 2017, will increase their standing as one of the world s premier luxury hospitality companies. It was also a big month for Royal Caribbean International as they followed the keel laying for their 4th Oasis Class vessel with the announcement of plans for a 5th Quantum class vessel joining in The universal popularity of the new class, hailed as one of the most innovative ever, is obviously not lost on Royal Caribbean who now have at least 5 ships confirmed across the next 5 years. Royal are also not losing ground with their current fleet however, adding their high speed internet system VOOM to 3 ships, bringing Tiffany Co. Boutiques to their current fleet, as well as announcing the arrival of the musical Grease on both Independence of the Seas and next year s Harmony of the Seas. As announced last month, Princess Cruises new ship Majestic Princess will be solely based in China, with a wide range of amenities and even its own Chinese name to endear it to its new consumers. However, Princess have also announced that she will take in a brief tour of Europe before moving to her new home, giving European consumers and trade the chance to see the latest offering from the line. Majestic s sister ships Regal and Royal Princess will be staying in Europe for 2017, meaning that the three largest ships in the Princess fleet will all have time dedicated to the European market that year. MSC Cruises, who also welcome a new ship in MSC Meraviglia in 2017, will be joined onboard by the ranks of Cirque du Soleil after announcing a new long term partnership to cover the 4 Meravigliaclass vessels who will join from 2017 onwards. The aft lounge, which will include a restaurant, is being exclusively kitted out for performances from Cirque as part of an innovative and unique live experience. Also investing heavily on innovation and interiors onboard are Hurtigruten. The Norwegian coastal voyage and adventure company will refit 4 of their ships Polarlys, Kong Harald, Nordkapp and Nordnorge in 2016, alongside the current refitting of new addition Spitsbergen. The new interior will reflect the company s history and place in Norwegian tradition, as well as reflecting their destinations. Meanwhile, P&O Cruises, having experienced great success with their food heroes across their inaugural year for Britannia, have announced that the experience will be added to Ventura and Azura within the next year. Both Ventura, and the aforementioned Harmony of the Seas, will join CLIA at our CLIA Conference 2016, where we celebrate 10 years of Europe s largest cruise travel agent event. Finally, the industry this month saw the announcement of two major staffing changes. Rachel Poultney will move up to Head of Sales at Princess Cruises, replacing Alex White, who is now Vice President, Sales for Cunard and P&O Cruises. Poultney previously covered major accounts for the line and will report into recently appointed VP, UK & Europe, Tony Roberts. In the second change, Fred. Olsen Cruise Lines will say goodbye to veteran General Sales Manager, Lol Nichols, who retires are over 40 years in travel. We wish both of them the best of luck for the future. We may be coming to the end of the year but cruise news and updates are still coming through everyday, so keep checking cruiseexperts.org for your latest Cruise info. Augustus

CLIA UK & Ireland Informer Special Guest Columnist Phil Nuttall, The Cruise Village This has certainly been helped by an increase in marketing activity by the river cruise lines, more training

Reflection of 2015 and looking ahead to 2016 It s safe to say that 2015 was the year river cruising firmly established itself as the new kid on the block with an unprecedented increase in capacity on

The success and high street presence of Kuoni and soon to be launched Sandals store is a clear indication that customers do want to discuss their holiday plans with travel professionals.

I certainly think that more families will take a cruise as their main holiday.

We are going to see more campaigns aimed at families including reduced prices and added benefits for the children when sharing with their parents.

8 CLIA UK & Ireland Informer Special Guest Columnist Phil Nuttall, The Cruise Village This has certainly been helped by an increase in marketing activity by the river cruise lines, more training opportunities for agents and also television advertising by the likes of Scenic and Emerald Waterways. Reflection of 2015 and looking ahead to 2016 It s safe to say that 2015 was the year river cruising firmly established itself as the new kid on the block with an unprecedented increase in capacity on all rivers throughout Europe was also the year when the high street bounced back. The success and high street presence of Kuoni and soon to be launched Sandals store is a clear indication that customers do want to discuss their holiday plans with travel professionals. Attitudes have changed and agents who equip themselves well, will inevitably successfully grow their business. What trends do I see developing in 2016? I certainly think that more families will take a cruise as their main holiday. It is quite clear that the penny has dropped and the realization of just how much is included in a cruise holiday is the deciding factor for many. We are going to see more campaigns aimed at families including reduced prices and added benefits for the children when sharing with their parents. Wifi will also be a key incentive when attracting the young people, because Facebook and WhatsApp for example are now considered as an essential part of their daily lives, whether we like it or not and some families will only choose cruise lines that offer this facility. I do think that there will be a pressure on river cruising to keep prices at the 2015 level, partly because of the increase in capacity, but also because of the reluctance of some Americans to travel to Europe in the current climate. Finally, and importantly, I believe there will be a change in how we market to the consumer. There will always be the price driven offers but outside of this, destination immersion will be a big win for those agents who do their homework, are brave and have a clear strategy running through their business. CLIA UK & Ireland Director Andy Harmer Takes On New European Role CLIA announced today that Andy Harmer, UK & Ireland Director, will take on a new European role within the association beginning 1 January, Harmer takes up the position of CLIA Europe Vice President Operations with responsibility for the strategic development of CLIA s travel agent programme. Harmer will continue to oversee the advancement of CLIA within the UK and Ireland whilst taking on responsibility for the expansion of CLIA events across Europe and building a European travel agent community which at its heart will be the training and professional development of travel agents. I am delighted to be taking on this new role at a time when CLIA is making great progress in expanding the agent offering, said Andy Harmer, Vice President Operations, CLIA Europe. We want to share the great wealth of resources and information that we have in the UK with our European colleagues as we know that with the right support and resources, we can help grow an agent s business. Andy has a track record of achievements including the creation of the largest cruise travel agent event in Europe, the CLIA Conference, which each year attracts record numbers. said Cindy D Aoust, CLIA s acting CEO. He has a wealth of knowledge and expertise and is passionate about the industry and has grown the number of travel agents who are experts in selling cruise holidays.

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