CRUISES NEWS INTERVIEWS: Richard J. Vogel, President & CEO of Pullmantur Cruises

Who would have thought just over a month ago that we'd be confined to our homes, with the cruise fleet at a standstill, and facing a virtually global health emergency? Do you think any company in the cruise industry, or any other sector for that matter, could have been prepared for a situation like this?
If you had asked us three months ago, we would hardly have predicted that we would now be living through this unprecedented situation, with a plot more fitting for a movie or a novel than reality…

Since this health crisis began to gain momentum back in January, cruise lines started preparing with a clear and defined objective: prevention. As a result, we implemented a series of measures that included—among others—denying boarding to passengers who had traveled to or transited through certain areas, as well as developing ad hoc medical questionnaires. But we didn't stop at a preliminary stage; our medical teams worked intensively to develop specific protocols to address potential cases of COVID-19 on board. 

That said, I think that no company -regardless of its activity- nor government nor institution was 100% prepared to deal with a pandemic of this magnitude -capable of almost completely paralyzing the world- and with the devastating consequences that we are experiencing every day. 

The cruise industry is perceived as powerful and resilient, but can the sector be completely shut down and then resume sailing after a few months without paying a heavy price?
I'd love to say no, but much to my regret, I have to admit that we are going to pay (and are already paying) a heavy price for several reasons. 

On the one hand, during these past weeks, we've had to cancel thousands of customers' vacations planned for late March, April, and May. On the other hand, we should currently be immersed in the summer campaign, finishing selling the inventory we still had available for the peak season, but the reality is that, like the tourism industry in general, we've had to hit the "pause" button.

As we approach the light at the end of the tunnel and emerge from it, we will see how citizens' consumption habits (including travel habits) evolve, and how the anticipated regulations approved by different governments will affect our operations: we will almost certainly have to redefine processes. Added to this are the effects of the economic crisis that will hit a large number of countries, including Spain. 

And of course, we must not forget some of the expenses such as the cost of lay-up, crew, employees, etc.

However, I am optimistic and fully convinced that the sector will emerge stronger from this situation, as it has demonstrated on other occasions when we have faced challenging times. To achieve this, shipping companies, destinations, ports, travel agents, tour operators—in short, all stakeholders in this sector—must be more united than ever, showcase the strength of our vacation options, and focus on communicating the advantages of this category more effectively. 

In March, the global cruise fleet voluntarily decided to begin suspending operations. Where have Pullmantur's ships been docked? Has it been difficult to find ports where passengers and crew can disembark and wait to resume service?
In our case, we currently have one ship in Panama (Monarch), another in Dubai (Horizon), and the third in Malaga (Sovereign). While we experienced very intense days, with a great deal of uncertainty, where the playing field was constantly changing and we had to face numerous challenges, now, with perspective and a global view, I would say we were fortunate that two of our ships were able to remain in their homeports in Dubai and Panama. We also appreciate the support of the Port of Malaga with the lay-up of the Sovereign. 

By making the decision very early, suspending cruise operations, we were able to repatriate our passengers in time.
Have the crews been able to return home, or are they all being kept on board? How can repatriations be organized so quickly and unexpectedly?

We've managed to repatriate roughly half of our crew members, but unfortunately, we haven't finished. In fact, it's one of the lines of work we're currently pursuing.

Our intention was to get as many crew members as possible back to their home countries, but at a certain point, we had to cease our efforts. As you know, the situation was constantly changing, and despite having confirmed flights (mostly connecting flights) at the time of disembarkation, we couldn't guarantee they would remain as scheduled. We absolutely did not want to risk our crew members being stranded at an airport. Furthermore, countries were gradually closing their borders.

As a result, we decided to halt repatriations and wait for the situation to normalize as much as possible, or rather, until borders reopened and flights were guaranteed. Throughout this process, we have been (and continue to be) in contact with various embassies with the ultimate goal of coordinating efforts. 

Looking ahead, how will operations resume? Will all ships return to service simultaneously? Will itineraries change? Is it possible to plan anything given this uncertainty?
Since announcing the suspension of cruise operations, our only wish has been to get back to sailing as soon as possible. Currently, we are planning to begin operations at the end of May, but this also depends on restrictions at our destinations and, in our case, on flight availability. 

However, we must be realistic and not turn our backs on reality. Being immersed in an atmosphere of great uncertainty like the current one demands that we be absolutely flexible, capable of deviating from the planned course. Therefore, we are working on designing different contingency plans that we would activate, if necessary, depending on how events unfold. We want to be prepared to act swiftly and decisively: our world will no longer be the same. 

Tourism in general has come to a standstill, and travel agencies, the main sales channel for cruises in this country, are in a very difficult situation. How are you collaborating with the sector? Are any assistance plans being considered from cruise lines in general or from Pullmantur in particular?
Tour operators and travel agents—with whom we have an excellent relationship—have been, are, and will continue to be our main business partners. In these exceptional times, we continue to work hand in hand with them, as a team, to find solutions that benefit us both and allow us to move forward. 

And yes, cruise lines are promoting actions to support travel agencies such as changes to cancellation policies, incentives for relocations, etc. 

The sector has come under scrutiny. Will changes be implemented in passenger operations? Are regulations being reviewed? What can you tell us about hygiene and sanitation controls on board?
We are still awaiting guidelines from various authorities, but of course, in parallel, we are defining what operations will look like in the future. It is obvious that the coronavirus outbreak will mark a turning point, and many previously routine processes will be redefined. However, it is worth noting that hygiene and sanitation standards on board were already very high, even exceeding those required on land. 

Spain, Italy, and France have been hit hard by this pandemic, and they are countries that are part of the most popular Mediterranean cruise route. Do you think there will be winter cruises in the Mediterranean?
I'm confident there will be; we're talking about highly sought-after destinations that attract millions of tourists every year. 

This has happened at a time when the cruise industry has its highest order book. If this was already a current debate, doesn't it now seem that there will be more supply than demand in the coming years? Will they halt the transfer and refit of the Grandeur?
Everything will depend on how COVID-19 evolves, when a vaccine is found, if there is another surge in the fall, what happens to the economies, etc., but I want to believe that in the coming years (from 2021 onwards) there will be a good balance between supply and demand; it will vary depending on the source market. 

Once we return and get used to the new normal, we will want to continue traveling, discovering new destinations, living new experiences… 

Regarding Grandeur, we have not changed our plans.

Every night, the Sovereign joins the city of Málaga in paying tribute to its healthcare workers, and Pullmantur Cruises has also contributed to food banks. Tell us about that.
Indeed, we have donated around 13 tons of food and beverages to the Málaga City Council and the Governor's Office of the Province of Colón (Panama), benefiting approximately 1,800 people. 

As a company, we must act responsibly, always focusing on people – who play a leading role – and adding value in one way or another.  

As for the Sovereign ship, yes, every afternoon it becomes just another citizen, and its horn joins the applause of the people of Malaga who lean out of their windows to pay tribute to the healthcare workers who tirelessly fight the coronavirus day and night. It is our way of showing our gratitude to these heroes who care for us on the front lines.

Finally, in other countries they're talking about increased bookings for 2021. Give us a forecast. How and when will the industry recover?
From my point of view, the industry won't begin to recover and reach pre-pandemic levels until at least 2021. The ability of countries to contain, control, and defeat COVID-19, its development in the coming months, and the economic consequences of this pandemic will undoubtedly determine the pace of growth and how quickly we return to the new normal. It will be closely linked to the speed of the economic recovery.