Olga is responsible for directing Intercruises' global strategy, leading the company's business and development worldwide. She has over 25 years of experience in aviation and port operations, including 13 years with British Airways. She joined Intercruises in 2003 as Operations Director and later became Managing Director in 2016. Olga completed her International MBA at Ramon Llull University in Barcelona and holds additional qualifications from ESADE Business School, Manhattan College, and Oxford Brookes University.
Article from CruisesNews magazine no. 53 – July 2020
The cruise industry was experiencing a significant expansion phase, but now it faces an unprecedented standstill. Did you ever imagine we would experience a situation like this?
No, and I don't think anyone in the cruise industry expected to experience anything like this. At Intercruises, our teams regularly participate in crisis management training, and we have handled many different types of incidents, from ships quarantined due to norovirus to terrorist attacks, or the effects of severe weather conditions such as hurricanes. While all this experience has undoubtedly helped us in our response to the current situation, we never expected to face a crisis of this global scale.
Intercruises operates globally; how many employees, countries, and business areas have been affected?
Our entire business has been impacted and has suffered the consequences of the virus's spread, starting in Asia, where our team in China was suddenly under lockdown and ships were diverted to different ports for unscheduled stops. Our teams around the world worked around the clock canceling existing agreements, collaborating with cruise lines and ports to plan alternative itineraries, making new agreements, and supporting repatriation. We have countless examples of locations where our teams went above and beyond their duties supporting cruise lines and their passengers in various destinations: Singapore, Mumbai, Palma, Barcelona, Marseille, Southampton, Lisbon, Fort Lauderdale, San Diego, and many more. Regarding the impact on business areas, all shore operations ceased, except for repatriation support. Only now (July 2020) have we resumed shore operations for some cruises in Europe. In contrast, our port operations team has been very busy in recent months, supporting ships and crews, organizing supplies, lay-ups, medical services and crew repatriation.
Cruise lines have faced numerous challenges, including obtaining port permits for lay-ups and crew repatriation. What difficulties have these posed for Intercruises?
These challenges are part of Intercruises' work, and we have central and local port operations teams comprised of port agents and logistics specialists. While the rapidly evolving situation made these operations more difficult, our teams successfully handled lay-ups and repatriations in many destinations. This was only possible thanks to our strong local relationships, and it's important to remember that stakeholders across the industry—cruise lines, port agents, government authorities, and port authorities—worked together to make these operations possible.
I don't know when we'll return to 2019 figures, but I do know that the cruise industry is strong and used to overcoming challenges, and that people will always want to enjoy cruises.
As one of the leading suppliers to cruise lines worldwide, how has Intercruises contributed to the development of new protocols, both onboard and ashore?
Our focus is on shore-based measures, although we have participated in discussions about protocols to be implemented onboard ships. We are fortunate to be part of the TUI Group and therefore have access to experts in various fields, such as travel health and safety and crisis management. These experts are sharing knowledge and new best practices across the TUI Group – Hotels, Airlines, Tours – and with their help, we have developed a series of new guidelines, protocols, and recommendations for all areas of our operations. These have been shared with cruise lines, port authorities, and our various destination partners, including tourist attractions and transportation companies.
How will excursions be conducted during and after COVID-19?
There have necessarily been obvious changes depending on the destination, such as mask-wearing and social distancing. This means that, for the sake of operational efficiency, some excursions will be more common, such as scenic bus tours and small-group walking tours. Beyond this, we expect many of the emerging trends we saw before COVID-19 to have increased. This includes more independent excursion options and immersive experiences in the local culture and community. The lockdown has also increased the popularity of activities in natural settings and away from cities, so we expect to see more hiking, kayaking, and rural excursions. Additionally, we have planned an increase in wellness experiences, such as yoga, tai chi, massages, and spa treatments.
Do you think destinations should use this pause to rethink their cruise tourism strategies?
All stakeholders in the cruise industry should take advantage of this pause. Waiting for things to return to pre-COVID-19 levels is neither a logical nor a realistic approach, and the organizations that evolve will be those that strive to understand how the industry is changing and embrace those changes.
How is Intercruises taking advantage of this pause?
Aside from the health and safety regulations and protocols being reviewed by all companies, we are focusing on two main areas: digitalization and sustainability, with the aim of improving service quality, sustainability at destinations, and the shore excursion experience for cruise passengers. These initiatives are not new, but due to the pause, they have been refined and are evolving in line with how we believe the industry is changing. The various projects include new audio-guide technology, a transportation management system, and a tool that will evaluate all our shore excursions based on sustainable principles. It is important that while we fight this virus to get back to sailing, we do not lose sight of shaping a more sustainable cruise industry.
Cruise lines are announcing a gradual return to operations, and Europe is apparently the first continent to begin. Do you think Spain will receive cruise ships this summer?
In early July, Intercruises conducted its first public operations in France since March, working with four different ships. The operations were completed without incident, suggesting the viability of cruises outside of Spain. However, as of today (late July 2020), some countries are advising against travel to Spain due to several outbreaks. We are in an unstable situation that can change from one day to the next, which means it is not possible to answer this question with certainty.
How do you see the future? When might the industry return to the figures it offered in 2019?
The entire travel industry has had a difficult 2020, but I would say that cruises have been the most affected, both in terms of the current suspension of operations and the way the industry has been treated by the mainstream press. In the immediate future, I expect the cruise industry to continue its recovery through domestic or scenic cruises, such as the TUI Cruises 'Blue Cruise'. These cruises should inspire confidence in destinations and passengers, allowing more ships to return to operations. I don't know when we will return to 2019 figures, but I do know that the cruise industry is strong and used to overcoming challenges, and that people will always want to enjoy cruises.
