CRUISE LINES MOVE CUSTOMERS TO OBEY GOVT CAPACITY LIMITS

Cruise lines have begun moving customers over to future sailings to stay within government capacity limits after restrictions on the number of guests allowed on board were extended.

The Department for Transport confirmed on Tuesday (15 June) rules capping guest numbers on domestic cruises at 1,000 people or 50% of ship capacity, (whichever is lower), could remain in place until 19 July.

 

Limits were due to be lifted on 21 June under the next stage of the government’s “unlocking roadmap” but a four-week delay was announced by Boris Johnson at the start of the week.

 

In response, lines have taken steps to stay within the regulations and have been contacting customers about switching sailings to later in the summer.

 

In a statement on Friday (18 June) Royal Caribbean International said it had been “working collaboratively” with the UK government in the build-up to its return to UK service next month and that its “guest capacity and protocols on board are all in line with the current recommendations”.

 

“In line with the most recent government announcement, unfortunately, we had to move some guests on our first sailings to a future sailing later in the season. We are excited to sail and can’t wait to welcome our first guests onboard,” the line added.

 

Royal’s announcement followed that by Fred Olsen, whose director of product and customer service, Clare Ward, said as the line “had already planned to sail with a reduced capacity” for its initial programme of Welcome Back itineraries, “only a small number of bookings were affected, and only on one sailing”.

“We contacted all guests on the affected cruise, giving them the opportunity to move to one of our other, longer, British Isles sailings. This offer was well received, and as such we do not need to make any further changes in light of the extension to restrictions,” said Ward.

 

Earlier in the week, MSC Cruises also confirmed plans to switch guests over to future sailings, saying in a statement “a number of UK guests who have booked a cruise departing after 21 June but before 19 July may need to be assisted to rebook on a sailing departing after the restriction is removed”.

 

MSC said it was “disappointed” with the government’s delay in easing restrictions in England and “had fully expected” measures to be lifted.

 

“Whilst still seeking further clarifications from the relevant authorities and continuing to monitor for developments, the company will initially begin by contacting those affected guests due to embark between 23 June and 26 June,” the line said.

 

MSC said it had adopted “a fair criterion based on the earlier date of booking” so the first 1,000 guests booked would keep their places on board.

 

“MSC Cruises looks forward to the eventual easing of Covid restrictions in the UK so cruising can play a bigger role in the vital restart of British tourism and its contribution to the economy, and it can offer more UK residents that safe and richly deserved holiday option this summer,” the line added.

Government commits to testing ‘to open up international travel’

The launch of a Global Travel Taskforce ‘to open up international travel and boost our business’ has been confirmed.

It will consider how a testing regime for international arrivals could be implemented to boost safe travel to and from the UK, what steps can be taken to facilitate business and leisure travel through testing and non-testing means and how to increase consumer confidence to support the recovery of international travel.

The current rules around the 14-day self-isolation policy remain in place.

The task force was launched in collaboration between the Department for Transport and the Department of Health and Social Care which said they have been working with clinicians, health experts and the private testing sector on the practicalities of testing international arrivals.

They said the next step is to develop an “operationalised approach” to “work at pace with industry on implementation” of testing and to “identify options to reduce the self-isolation period while protecting public health”.

The task force will look at the feasibility of a single test taken after a period of self-isolation, provided by the private sector and at the cost of the passenger.

It will work with medical experts to better understand when a test should be taken based on the progression of the disease and with the private sector to ensure testing for international arrivals does not impact on NHS capacity.

Alternative testing models, including pilots with partner countries to determine whether self-isolation could be undertaken pre-departure, will also be explored.

The taskforce will be jointly chaired by the secretary of state for health, Matt Hancock, and transport secretary Grant Shapps, who first made the announcement via Twitter after a series of newspapers carried the story on Wednesday morning.

In the official announcement, Shapps said: “The current measures at the border have saved lives. Our understanding of the science now means we can intensify efforts to develop options for a testing regime and help reinvigorate our world-leading travel sector.

“This new task force will not only help us move towards safer, smoother international travel as we continue to battle this virus but will also support global connectivity – helping facilitate more covid secure travel whilst protecting the population from imported cases.”

On Twitter, he said: “Following agreement from medical experts, we are moving ahead with the next step to reduce the travel quarantine period by launching the Global Travel Taskforce to open up international travel & boost our businesses.

“The task force will implement a testing regime to reduce the self-isolation period, along with a wide range of other measures to enable travel whilst keeping coronavirus rates down.”

Hancock added: “It is vital we do everything we can to control the spread of the virus and our measures at the borders are designed to help keep the country safe, by preventing imported cases of Covid-19.

“We know how these measures have a significant impact on people’s lives and on the travel and tourism industries, so we are working hard across government to explore ways to open up international travel in a safe way.”

As previously reported, the task force is expected to put forward its initial recommendations next month.

Updated FCO advice clears the way for river cruise return

The Foreign Office has updated its advice against cruise ship travel to confirm that it relates to international travel on a “sea-going” cruise ship.

The FCO had previously confirmed its advice applied to all forms of cruising, but the updated guidance paves the way for UK travellers to return to river cruising.

The updated advice would also appear to exclude cruises in UK waters from the blanket ban, although it says those seeking information on such cruises should contact the Department for Transport.

Hurtigruten last week said it was in talks with the government after its plans to operate British Isles itineraries in September were impacted by the guidance.

The FCO advice now says: “The Foreign & Commonwealth Office advises against cruise ship travel at this time. This is due to the ongoing pandemic and is based on medical advice from Public Health England.

“Cruise ship travel means staying overnight for at least 1 night on a sea-going cruise ship with people from multiple households.

“Our advice against cruises applies to international travel on a ship that is exclusively for pleasure or recreation, providing overnight accommodation and other leisure facilities such as entertainment venues or swimming pools.

“Our advice does not include ferries or privately-rented boats.

“The government will continue to review its cruise ship travel advice based on the latest medical advice.

“If you have future cruise travel plans, contact your cruise line, travel operator, or the travel company you booked with, for further advice. For information on cruises in the UK, waters contact the Department for Transport: Maritimeengagement@dft.gov.uk.

“The Foreign & Commonwealth Office continues to support the Department for Transport’s work with industry for the resumption of international cruise travel.”

Travel Weekly has contacted the Department for Transport for clarification about advice for cruises in UK waters.

Andy Harmer, Clia UK & Ireland director, said: “This latest change to the Foreign & Commonwealth Office’s advisory regarding cruise ship travel provides a very welcome boost.

“We are seeing a gradual, phased-in approach to a resumption of cruise operations across Europe, initially domestic and regional. Clia is continuing its constructive dialogue with the Department for Transport and Public Health England to finalise the road map to the resumption of international cruise travel.”

Hurtigruten still in talks with the government over UK cruises

Hurtigruten still in talks with the government over UK cruises

Two of Hurtigruten new Hybrid ships. 

Hurtigruten remains in talks with the UK government over plans to run a series of short sailings around the British Isles.

The Foreign Office has updated its advice against cruise ship travel to confirm that it only related to international travel on “sea-going” ships.

The updated advice would appear to exclude cruises in UK waters from the blanket ban, although no further clarity has been given. The FCO’s guidance says those seeking information on such cruises should contact the Department for Transport.

The DfT has yet to respond to a request for clarification from Travel Weekly.

Hurtigruten’s series of UK cruises are set to depart in September and remain on sale as the cruise line continues to liaise with relevant authorities.

Anthony Daniels, general manager for UK and EMEA, said: “We are working with the authorities; the short breaks remain on sale, with the reassurance to customers of a full refund if sailings are cancelled.”

He stressed that he was encouraged by today’s news and was hopeful of “further positive discussions with the Department for Transport.

“We are encouraged by the news coming from the UK government regarding travel advice for cruise ships. We look forward to furthering, positive discussions with Department for Transport and PHE over the safe return of expedition cruising, with a specific focus on Hurtigruten’s short breaks series in UK waters departing in September.”

The short break expedition cruises come with a flexible booking policy to ensure guests receive a full refund if sailings are cancelled. The line said it would operate at a reduced capacity of 350 guests (roughly 65%).

Daniels added: “Health and safety of guests and crew is Hurtigruten’s number one priority, and we comply with all Covid-19 regulations and policies in the waters, coasts and ports we visit.”

FCO advises against Cruise ship Travel

FCO advises against Cruise ship Travel

The government has issued advice against cruise ship travel.

The hardened advice follows on from FCO guidance against over-70s and those with existing health conditions taking cruises, which was issued in March as the Covid-19 pandemic hit Europe.

The government updated its advice on Thursday, saying: “The Foreign & Commonwealth Office advises against cruise ship travel at this time.

“This is due to the ongoing pandemic and is based on medical advice from Public Health England.

“The government will continue to review its cruise ship travel advice based on the latest medical advice.”

The FCO added: “If you have future cruise travel plans, you should speak to your travel operator or the travel company you booked with, for further advice.

“The Foreign & Commonwealth Office continues to support the Department for Transport’s work with industry for the resumption of international cruise travel.”

Updated advice against cruise travel follows changes to the global advisory against non-essential travel, the FCO added.

Cruises from the UK have been halted since March but Hurtiguten announced plans this week to run a series of departures from UK ports in September.

The FCO’s previous advice on March 12 said that British nationals aged 70 and over, and those with underlying health conditions such as chronic diseases and diabetes, should not to travel on cruise ships in response to the coronavirus outbreak.

A Clia UK and Ireland spokesperson said: “We have noted the advisory issued today.

“The health and safety of guests and crew is an absolute priority for our member lines.

“Since the voluntary suspension of operations, we have been working collaboratively with the government on the road map to resumption involving a ‘door to door’ strategy – from the time of booking through to the passengers’ return home – with enhanced health protocols.

“We look forward to completing this planning exercise with the government and for the advice to be updated.”

Carnival UK president Simon Palethorpe said: “We acknowledge the FCO’s guidance and P&O Cruises had already extended the pause in operations for all sailings up to October 15, 2020, and Cunard had extended the pause in operations until November 2020.

“Our current focus is to work in partnership with public health agencies at the highest level as well as Department for Transport; EU Healthy Gateways and Clia, the industry governing body.

“We will follow applicable guidelines to further enhance our already stringent measures to keep our guests and crew healthy and well and we will not resume sailings on either of our brands until this framework is in place. This will include rigorous protocols pre-boarding, on a ship and in the destinations, we visit.

“Confidence in cruising is strong and we are seeing increasing demand from our guests, who we look forward to welcoming back on board when the time is right.”

Travel Weekly is awaiting a response from the FCO to confirm whether the advice relates to both ocean and river cruises.

Cruise restart protocols to go ‘way beyond’ other sectors

Cruise restart protocols to go ‘way beyond’ other sectors

The UK cruise sector is working closely with the government, public health bodies and maritime authorities on restart protocols that will go “way beyond” other sectors, according to Clia.

Andy Harmer, director of Clia UK & Ireland, said a focus on the resumption of air travel and safety measures at airports was being mirrored by cruise lines and ports.

In a column on Travel Weekly’s website, he said: “A lot of work is going on in the background to transform the experience of taking a cruise. The industry is working in collaboration with the government on a ‘door to door’ strategy – from the time of booking through to the passengers’ return home – that will go way beyond protocols in place or proposed for any other travel sector.”

He added: “Clia has been working closely with the Department for Transport, Port Health, Public Health England and the Maritime & Coastguard Agency to develop the roadmap to resumption – what will happen from the time of booking to embarkation at the port, onboard, ports of call, disembarkation and customer follow-up.

“We are also engaged with public health professionals as we review the customer journey, from minimising the likelihood of onboard cases by a screening of each guest before departure, through comprehensive onboard management and repatriation plans should case occur on board.”

Harmer welcomed comments made recently by the prime minister that cruise was a “great British industry” which would be supported by the government “in any way that we can”.

And he said plans for a pan-European framework should pave the way for the sector’s restart, adding: “We expect interim guidance from [joint action scheme] EU Healthy Gateways to be published this week, supporting the resumption of cruise activity in a coordinated way.”

Home Office lays out quarantine rules

Home Office lays out quarantine rules

The Home Office and Department for Transport published the rules covering quarantine restrictions today.

The quarantine measures require arrivals to the UK to self-isolate for 14 days and will come into force on June 8.

The government insists they are “designed to prevent new cases [of coronavirus] being brought in from abroad and to prevent a second wave of the virus”.

All arrivals “bar a shortlist of exemptions” will be required to complete an online locator form, with contact and travel details and the address where they will self-isolate.

The UK’s Border Force will undertake checks and may refuse entry to any non-resident foreign nationals who refuse to comply.

The rules exclude travellers to and from Ireland, the Isle of Man and the Channel Islands.

They will be reviewed every three weeks, with the first review by June 29.

Home Secretary Priti Patel said: “Protecting the public’s health and avoiding a second peak that overwhelms the NHS will always be our top priority.

“As we get the virus under control here, we must manage the risk of cases being imported from abroad. We owe it to the thousands who’ve lost their lives.”

She insisted: “These measures are informed by science, backed by the public and will keep us safe.

“We will take a number of factors into account within the reviews to satisfy that the risk of imported cases is low.”

These factors will include:

The rate of infection and transmission internationally and “the credibility of the reporting measures international partners have put in place”;

Levels of imported cases in other countries where there are more relaxed border measures;

The degree to which antibody and other testing methodologies prove effective in minimising the health risk.

Patel said: “We will also continue to take account of the impact on the economy and industry.”

Transport Secretary Grant Shapps confirmed the government is examining “arrangements known as ‘air bridges’ or international travel corridors which would remove self-isolation measures and safely open up routes to and from countries with low transmission rates”.

These would require agreement with individual countries, he said, adding: “We are working with the transport industry to see how we can introduce agreements with other countries when safe to do so, so we can go abroad and tourists can come here.”

DOT orders airlines to pay out refunds

Photo Credit: Oliver Le Moal/Shutterstock

The Transportation Department on Friday issued an enforcement notice, telling airlines that they remain obligated to pay out refunds for flights that they have cancelled. 

The order was prompted by an increase in complaints from ticketed passengers who have been denied refunds, the DOT said. Airlines instead are often giving travel vouchers. 

“The longstanding obligation of carriers to provide refunds for flights that carriers cancel or significantly delay does not cease when the flight disruptions are outside of the carrier’s control,” the DOT said in the order. “The focus is not on whether the flight disruptions are within or outside the carrier’s control, but rather on the fact that the cancellation is through no fault of the passenger.”

The unprecedented schedule cuts airlines have made in response to the Covid-19 crisis has left the airline industry with a $35 billion refund liability worldwide, according to a recent IATA estimate. 

With airlines already struggling due to enormous losses in revenue, IATA has been lobbying governments to suspend refund requirements. Thus far Canada, Germany, the Netherlands and Colombia have issued favourable rulings for airlines.

Airlines have also acted individually to make refunds more challenging to obtain. Some have stopped processing them entirely while many others are making it difficult for customers to find information on applying for refunds. In the U.S., United recently altered its refund process so that international ticket holders will have to wait a year to get repaid for a flight cancelled by the airline. 

In addition, 33 airlines (as of April 3) have unilaterally suspended refunds through the GDSs or ARC’s Interactive Agent Reporting system, forcing travel advisors to deal directly with the carrier. 

Meanwhile, the sheer volume of refund transactions facing airlines that are still processing them in the GDS has compelled ARC to delay its weekly remittance schedule. ARC will now turn over refunds to agencies 10 days after the Sunday end of each business week, rather than five. That decision, said ARC’s managing director of airline services Chuck Fischer, was prompted by the fact that with current refund volumes, many airlines simply can’t go through their procedures fast enough to meet the five-day schedule.

Fischer said ARC doesn’t like that some airlines have cut off GDS refund processing, “but we can’t stop them from doing that.”

IATA, which oversees agent channel billing and settlement for most of the world other than the U.S., has no such reluctance. In an open letter to travel agents Thursday, IATA director general Alexandre de Juniac said that the best solution right now for airlines and agents alike is for governments to suspend refund requirements.

“This would remove the pressure that is currently on agents to issue cash refunds at a time when airlines are making decisions based on their own need to preserve cash,” he wrote. 

The DOT’s enforcement notice pushes back against such airline efforts. The department stated that it considers any contract of carriage provision by an airline that denies refunds for cancellations or significant schedule changes to be a regulatory violation. (The DOT does not specifically define “significant schedule change.” A DOT spokesperson said it is determined on a case-by-case basis.) The notice applies to both U.S. and foreign carriers that operate in the U.S. 

The department said that for now, it will hold off on enforcement action against airlines that have provided travel vouchers in lieu of refunds to travellers with cancelled flights, but only if they meet three conditions:  

• Carriers must contact passengers to tell them they have an option for a refund.

• They must update contacts of carriage to make refund rights clear.

• They must brief all relevant personnel on the circumstances in which refunds should be made.  

Coronavirus: Government decision on refunds expected next week

Coronavirus: Government decision on refunds expected next week

A UK government decision on whether to suspend the consumer refund rules of the Package Travel Regulations is not expected until next week.

The decision by the Department for Business (BEIS) remains in the balance following a meeting of Abta, the CAA and officials of BEIS and the Department for Transport (DfT) on Thursday.

Travel Weekly understands this is likely to have marked the final discussion on the issue.

ABTA has warned the government of “mass failures” and “an industry-wide collapse” if the PTR requirement to refund consumers for cancelled bookings within 14 days is adhered to.

A decision is urgent, not least because Tuesday, March 31 will mark 14 days since the UK Foreign Office advised against all overseas travel – triggering immediate cancellation of more than two million protected bookings.

The total value of refunds owed has not been made public, but Travel Weekly has been told “it’s a colossal number” which threatens wholesale insolvencies.

The government is aware this would deprive most consumers of early refunds and leave the DfT to pick up the bill as the CAA and Air Travel Trust (ATT) which underwrites Atol consumer financial protection is still dealing with the failure of Thomas Cook last September.

The Cook collapse cost the ATT £481 million and the government an additional £156 million, the UK’s National Audit Office revealed last week, with the final bill still to be assessed.

Abta wants a suspension of the legal requirement to refund consumers in full within 14 days of cancellation, requiring a temporary change to the PTRs.

The association and the CAA have been urging the DfT and BEIS to act for a fortnight.

Abta has partially taken the matter into its own hands, advising members to delay refunds and issue ‘refund credit notes’ on ATOL-protected bookings, initially up to July 31.

It wants BEIS, which oversees the PTRs, to make this legal and the DfT – which oversees the ATOL scheme – to confirm protection for the delayed refunds should travel businesses go bust.

Travel Weekly understands government ministers and officials are concerned delaying refunds “is not good news for consumers”.

An industry source said: “They get this [proposed refund credit note] regime will deliver refunds more quickly to people but are worried about how to explain it to consumers.”

Concern that the EU may react to a breach of European rules is also troubling officials despite Britain leaving the EU. All EU regulation remains in force until at least the end of the year.

The source suggested: “The very fact Abta is still in detailed discussions with the government on this is positive.

“Officials understand this is not the industry bleating or crying wolf, but it is a difficult decision for them. Abta is trying to pull off a balancing act.”

The source suggested: “The DfT knows Abta is not over-egging it. They saw how much flak the government took over Thomas Cook.”

The problem is also set to grow worse. The initial Foreign Office advice against all non-essential travel was for 30 days. More bookings will be cancelled as the advice period is extended, adding to the sums to be refunded.

The source said: “The pressure is going to build as time goes on. It’s a rolling problem.”

Abta has said it will stand behind the refund credit notes as a guarantor up to July 31. But for the delayed refunds to work, the DfT [through the CAA] needs to stand behind refund credit notes issued for Atol bookings.

The source noted: “It will only work if Abta and the CAA underwrite it. The CAA is in an invidious position, but it’s not in its interests to have the industry destabilised.”

If BEIS does not modify the PTRs, Abta would “have no choice” but to proceed in advising members to delay cash refunds and provide refund credit notes in their place.

Abta has also asked the government to insist airlines return to refunding customers or their agents for cancelled flights as part of any aid provided to carriers.

It said: “Government-funded assistance should be directed as a priority to the payment of refunds to trade intermediaries and the consumer.”

The CAA is responsible for enforcing the rules on airline refunds under EU Regulation 261 on air passenger rights.

The source said: “The CAA is trying to get action by the airlines by consensus first. The CAA and DfT are working with the same airlines to try to get people home and that is the priority.”

Social media listen plots impact of Costa cruise disaster

by Lee Hayhurst

A social media ‘listen’ conducted exclusively for Travolution by digital marketing specialist Shorthose Russell has suggested the impact of the Costa Concordia tragedy may be less serious than feared.

The results of the test underline the dominance of Tripadvisor-owned Cruise Critic which saw the vast majority of posts and chatter about cruising associated with the sinking of the ship.
Costa Concordia hit rocks off the Italian coast on the evening of January 13 and has since lain stricken on its side. It could be there for up to 10 months as salvage work continues.
To date 17 people have been confirmed dead and 15 are still missing and the ship’s captain has been arrested and is awaiting trial on manslaughter charges.
Shorthose Russell retrospectively conducted the listening exercise over the period January 6 to 27, finding two spikes in activity relating to the ship on the 14th and again on the 27th.
This secondary spike coincided with news of an €11,000 compensation offer to survivors and appears to have been a major topic of interest among dedicated cruisers on Cruise Critic.
Analysis of which forms of online media featured the most chatter revealed microblogging (Twitter) represented the vast majority of posts (3,269).
This initial burst of activity largely consisted of people signposting their followers to news of the disaster as awareness of what had happened became more widespread on the Saturday morning.
Many posts related to people blaming the captain for the accident, Shorthose Russell said.
Interestingly the level of chatter returned to pre-incident levels very quickly before the upturn on January 27, suggesting interest quickly waned despite the 24-hour rolling news coverage.
In terms of influence traditional media outlets, social networking and forums came a lowly second third and fourth behind Twitter while video and photo-sharing sites were, maybe surprisingly given the visual nature of the incident, in a distant sixth.
However, a more detailed analysis of activity on individual sites placed Youtube in second behind Cruise Critic.

Shorthose Russell said that when disasters like the Concordia sinking happen, video content is becoming increasingly important, as was demonstrated last year when right wing gunman Anders Behring Breivik ran amok in the Norwegian capital Oslo, killing 69.
What was thought to have limited the impact of this content in the Concordia incident is the relatively older demographic of cruise customers meaning they are less likely to be equipped to take video; however, some footage has emerged and been widely shared online.
Looking at the sentiment of the online chatter, the Shorthose Russell analysis found just 5.29% was rated ‘negative’, with the vast majority being ‘neutral’ – a reflection of the sort of sentiment included in most tweets about the disaster.
Negative sentiment was skewed by a post on Huffington Post about the Concordia sinking that prompted a heated row between Italian and German posters.
Positive sentiment was limited (just 0.16), but largely consisted of posting heartfelt message of support and condolence.
The exercise also looked at what was being said more generically about cruise holidays.
Here a similar pattern of volumes of mentions was found, except the secondary spike on the 27th was far more pronounced.
This was almost entirely down to Cruise Critic and a debate about compensation - clearly a hot topic of debate among experienced cruise customers.
Again, Cruise Critic was far and away the most influential site and similar levels of positive and negative sentiment were recorded, although 90% was rated ‘neutral’.
Peter Joyner, Shorthose Russell head of public relations, said what was notable by its absence was negative sentiment expressed about cruising from outside of the established online cruise community.
Although he said this does not rule out the likelihood that previously held negative views were endorsed by the incident, just that the disaster did not prompt people to express and disseminate them online.
“What we seem to have picked up here is that for those people who don’t cruise the incident hasn’t prompted them to go online and express their fears and negative feelings about cruising.
“Among those who do cruise it has not put them off in the slightest but clearly, as we saw from the increased activity around the compensation issue, how the cruise line reacted to the event appears just as significant as the event itself.”

Shorthose Russell launched Delve last year, the UK’s first social media listening agency which is accredited to use technology developed by US-based Alterian.

CAA confirms April 'too soon' for Atol reform

Jan 31, 2012 12:00PM GMT

The government's planned Atol reform will not be implemented in full from April, the Civil Aviation Authority has admitted.

CAA consumer protection group director Richard Jackson said the reforms would come in in April, but businesses will not be expected to fully comply until October.

He told the parliamentary transport select committee today: "It will be difficult for the industry to be ready by April because it can't move finally until the Department for Transport announces its decision.

"I will be surprised if all the changes will come in in April. There will be a sensible implementation phase. We will wait until probably October 1 for all the changes required to be made to systems."