Operations management


AIDA Cruises newest ship, the AIDAcosma, off the coast of Hamburg.


“While we may see single challenges or impacts at times like any other business would, overall we have been able to manage through and create a great experience for our guests,” says Frizzell. “At the same time, we’ve used the pause in operations and our gradual restart to review all aspects of our operations, our structure and our business to learn how the company can work differently while increasing productivity and efficiency.”


Communication is crucial to these efforts, and Carnival has remained in close contact with destinations, government and health authorities around the world in order to ensure it is in compliance with regulations everywhere it operates.


“This requires strong communication in advance to make sure we’re in compliance from a health and safety standpoint, while also staying flexible and adaptable,” Frizzell explains. “Overall, our goal is to make certain that we’re taking care of everyone, while respecting the requirements and protocols of the destinations we visit.”


Safety first


Carnival is making a stalwart commitment to ensuring the health and well-being of passengers and the communities its vessels visit. It is operating its cruises with enhanced protocols that are developed in conjunction with global government and health authorities and are informed by guidance from its own public health, epidemiological and policy experts. “To date, our restart effort has been highly successful with our crew delivering great guest experiences that continue to generate record-high guest satisfaction scores, and we are excited to be back doing what we do best – providing our guests with one of the world’s most popular vacations,” says Frizzell.


“During our initial restart of guest cruise operations across eight brands, we have safely


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sailed over 1.2 million guests and counting, with historically high net promoter scores, so it is clear from our guests that there is tremendous confidence in our brands, our health and safety protocols, and the return of cruising as a great vacation experience and value.”


Those efforts are driven in part by regulatory requirements, but equally by Carnival’s commitment to its passengers.


“Most of our brands are operating cruises with vaccine requirements, in addition to comprehensive health and safety protocols, and we are also encouraging boosters,” Frizzell remarks. “In the US, for example, we are sailing vaccinated cruises as defined by the CDC and have updated our testing requirements and mask policies based on the latest guidance to support public health.


“As guidance and circumstances continue to evolve, we will be well prepared to comply and adjust to changing circumstances while serving the best interest of public health” he adds. So far, passengers have seemed comfortable with the requirements cruises have put in place to limit the spread of Covid-19, and compliance among guests has not been a problem. Indeed, Frizzell says that most cruise passengers report they feel confident about the measures, which have been upgraded with the enhanced set of protocols implemented during the restart.


“At the same time, we have used our guests’ feedback to fine-tune the experience – and we will continue to enhance and evolve health policies and procedures along the way, with the ultimate goal to protect the health and well-being of all our guests, crew and the people in the communities we visit,” he says.


Cruise lines have some of the most stringent and effective public health and sanitation practices, but these do not seem to be deterring guests. Perhaps Carnival’s restart is the starting gun for the rebirth of the industry.●


World Cruise Industry Review / www.worldcruiseindustryreview.com


AIDA Cruises


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