On November 29th, a round table discussion was held at the Port Authority of Valencia regarding the circumstances surrounding cruise ship activity at the port during and after the pandemic. All stakeholders were represented: shipping agents, international health authorities, tour operators, and the Port Authority itself. The experiences and lessons learned were very insightful.
Article from CruisesNews magazine no. 59 – December 2021
Present were Marta Alonso, Cruise Manager, from Pérez y Cía.; Montse Alonso, from Calypso Tours; Raquel López, Port Operations Manager Spain, Portugal & UK, Intercruises; Miguel Ángel Aragón Dolz, Director of the Health and Social Policy Area, Government Delegation in the Valencian Community; and Francesca Antonelli, Marketing & Cruises Manager, acted as hostess.
The first days of the pandemic
The round table began with an exposition of the feelings experienced in the first moments of the pandemic, in March 2020. The word most used by the members of the table was “uncertainty”, although “bewilderment” was also used frequently.
Everyone present agreed that the first few days after Spanish ports closed to cruise ships in March 2020 were filled with confusion and deep concern about the future. All stakeholders in the cruise industry were adrift in a sea of uncertainty and desperately needed reassurance. For Francesca Antonelli, the Port Authority's first thought was "how we could be of service to the cruise lines and the companies in our port community." To achieve this, "we had to manage a great deal of information, gather all possible data, make and answer countless calls, all while carrying a heavy emotional burden due to the concern for the well-being of colleagues and friends." Indeed, everyone present agreed that events were unfolding faster than the available information. For Marta Alonso and Raquel López, one of the biggest problems at the time was that their clients (the cruise lines) were requesting information, while the agencies responsible for providing it "struggled to deliver the necessary training." However, Francesca Antonelli praised the Port Authority's efforts as a "link and hinge" to try to convey all the "enormous and sometimes confusing" information that was arriving.
All the panelists commented that the most frustrating aspect in the first few weeks was the uncertainty of what would happen in the future.
All the speakers emphasized that those were very intense months, with long hours of work, a lot of uncertainty, and a lot of confusion. According to Marta Alonso, it was a situation that “was truly unprecedented and caught us all a bit off guard; it was a very complicated time in which we had to adapt to new procedures, with new stakeholders appearing on the scene and with whom we had to collaborate on a daily basis.”.
For Montse Alonso, “the first few months were tough, since we come from a sector where the workload and pace of work never stop.” Another point on which all participants agreed was the uncertainty about the future. For Montse Alonso, “the hardest part was realizing that the shutdown wasn't just going to be two weeks or a month, as many shipping companies initially told us.” Raquel López indicated that “we all thought it would last fifteen days, and it lasted a year and a half, and at times it seemed like the return to work would never come.”.
Miguel Ángel Aragón pointed out that there was confusion in that initial period, given that “a new pathogen was arriving, and its behavior was unknown.” Furthermore, Miguel Ángel emphasized that it was a “cross-border risk,” with a point of entry through the port.
New working models.
After the end of the lockdown, all participants emphasized that both the models and the very object of their work changed. Both Marta Alonso and Raquel López highlighted that in this second phase the emphasis shifted to repatriating crew members, a task complicated by the multitude of existing regulations.
Once it became clear that the shutdown wouldn't be brief, the port community of Valencia began adapting to the new reality; for example, remote work became widespread. According to Marta Alonso, “the adaptation was very quick. In fact, Intercruises was already accustomed to remote work because we were doing it before the pandemic; flexibility is a deeply ingrained concept in our company, and we were used to it.” The same thing happened at Pérez y Cía., according to Marta Alonso, and at Calypso Tours. In general, the pandemic further accelerated digitalization, and many more resources were allocated to ensure the effectiveness of remote work.
The same process occurred at the Port Authority, according to Francesca Antonelli, “which did not close its offices, maintaining minimum services to guarantee the smooth operation of the port, but teleworking was implemented for all those functions that allowed it.” The Port Authority of Valencia emphasized the supply chain, which could not be disrupted, and keeping the other stakeholders informed, acting as a liaison with the rest of the administration. Cargo was also a priority for Miguel Ángel Aragón, who was very clear on this point; for Public Health, “cruise ships were the last thing on the agenda in the winter of 2020-21.” For Francesca and Miguel Ángel, it was a time of great concern for the various groups involved. The two representatives of the port and health administrations, respectively, emphasized the fact that during this period they began drafting all the necessary protocols to overcome the initial period of uncertainty.
One of the keys to managing this crisis has been the Port Authority of Valencia's (APV) commitment to digitalization. The ValenciaportPCS technology platform has allowed all stakeholders to continue working normally. According to APV data, it is estimated that, in the first week of remote work for port management, in March 2020, more than 300,000 daily transactions were carried out through the ValenciaportPCS platform, which is used by a thousand companies.
The Human Factor.
But then came the temporary layoffs (ERTEs), which affected all the private companies present at the roundtable. Raquel López explained, “Seeing that the situation wouldn't be temporary, all employees were on temporary layoff for several months, many completely inactive and some working at reduced capacity.” However, “in operations, we were 100% operational from the beginning, as the activity, although in a different form, never stopped.” At Calypso Tours, “the company kept all management active during all the months we were unable to operate. The rest of the staff went on temporary layoff.” Marta Alonso commented that her company had the advantage that “they weren't 100% dedicated to cruises,” although there was a staff reduction in the positions most dependent on cruises.
Another point of agreement among all the panelists: the return of cruise ships has meant the recovery of staff in almost all companies in the sector in Valencia.
Everyone agreed that as soon as operations resumed, virtually all staff were brought back. For example, according to Raquel López, at InterCruises, “we gradually brought all our staff back, and by mid-2021 everyone was back.” In some cases, the panelists indicated that with the return to activity, they had needed to hire new staff to replace employees who had moved to other sectors during the furlough schemes and to meet the new demands regarding COVID procedures.
For Montse Alonso, the work challenge has been significant, given that “a great many staff members have changed sectors.” Since operations restarted with only two or three weeks' notice, “the main challenge, from my point of view, has been with the guides. Firstly, because by drastically reducing the maximum group sizes, we found that there were times when there weren't enough guides, especially in certain languages like German or Italian.”.
According to Esther Diaz, Head of Cruises at Trasme, who answered questions from CruisesNews, “after countless meetings with the cruise lines that needed to provide this type of service, specifically those with passenger embarkation operations at our terminal, we significantly increased our staff to check both the new documentation required by the pandemic and to ensure that each cruise line's protocols were followed at all times.” She added that “contracts were also established with external clinics that provided both personnel and all the necessary resources to perform the antigen tests required for boarding.”.
The protocols
In this aspect, a certain controversy arose again regarding the confusion that existed at certain stages of the pandemic.
According to Marta Alonso, the cruise lines “first asked for protocols and then for dates, so they could plan given the time needed to recruit crew, market a season, etc.” This need for planning clashed with the attitude of certain government agencies, which “lack expertise in the cruise sector, especially in the Health Department” and “have no empathy for the cruise lines’ needs.” Raquel López was also clear that in “July and August 2020, cruises were not a priority for the Ministry of Health.” At that time, she highlighted “the cooperation of the Port Authorities, especially that of Valencia, which was a true ally.”.
Marta indicated that a very important factor was the protocols adopted for “coastal cruises, carried out in the Canary Islands in the winter of 2020-2021, which were then moved to international cruise protocols.”.
Miguel Ángel Aragón emphasized that “cruise ships were not a priority due to the very high potential risk of contagion,” given the large number of people on board. And to lift the ban, as a turning point, “shipping companies had to demonstrate that they could prevent, and possibly mitigate, any outbreak on board.”.
The Importance of Communication.
We have already discussed the pivotal, or facilitating, role that the Port Authority of Valencia (APV) assumed during the pandemic. Regarding this, Francesca Antonella emphasized that “it was crucial to maintain an open channel of communication with State Ports, the other ports in the Spanish port system, and the Health Authorities. Above all, the information shared with other Mediterranean and Spanish ports was extremely helpful to us at Valenciaport. The value of participating in different associations, the networking opportunities they offer, and maintaining fluid communication with colleagues in the Spanish port system was an important source of information about what was happening: in fact, I remember long calls and Teams meetings with colleagues from other ports, sharing the latest developments.”
The lockdown neither prevented nor hindered the work of the Valencia cruise port community in any way.
Francesca also pointed out that in Spain “there isn't a cruise lobby, given that we don't have large cruise lines, as is the case, for example, in Italy with Costa and MSC.” That's why it's necessary “to communicate and disseminate information in all directions,” and “this role is very important.”.
Marta Alonso highlighted that "there were highly productive working groups" and that the pandemic, paradoxically, "has led to an increase in human interaction within the port community.".
Francesca Antonelli highlighted that, in June 2020, a year before the resumption of operations in Valencia, the Port Authority of Valencia (APV) held a digital workshop to improve training and information on the measures recommended by the WHO, Healthy Gateways, and CLIA, entitled “Preparing the port and the destination in a coordinated manner for the arrival of cruise ships.” The initiative was very well received.
Montse Alonso, from Calypso Tours, said, “The return trip has been quite easy given the good coordination achieved between all parties involved.”.
Esther Diaz, from Trasme, emphasized that “there was constant communication with all parties involved, especially when we anticipated that some shipping companies would be operating for the first time in the port of Valencia during this pandemic. These meetings addressed the various operational requirements. Furthermore, meetings were held with the Port Health Authority to inform us of the protocols to follow should the cruise ship report positive COVID cases on board.”.
The first port call and the return to activity in 2021.
On June 27, 2021, the Mein Schiff 2, operated by TUI Cruises, made the first port call of a cruise ship in Valencia after the pandemic, following a fifteen-month hiatus. It was a coastal cruise and docked at Cruise Terminal 1.
For Raquel López, whose company arranged that first stop, “it was preceded by many meetings with all the parties involved, to ensure everything was clear and under control. But the night before the ship's arrival, they confirmed their desire to offer bicycle tours and requested authorization; under normal circumstances, there wouldn't have been any major complications, but with all the COVID measures in place, it was considerably more complex, and we were working until the early hours of the morning to process the request, having to notify the authorities so they could prepare everything necessary against the clock for the tours to take place.”.
Miguel Ángel Aragón. “Covid-19 will bring about a change in the importance given to public health in Spain.”.
For Montse Alonso of Calypso Tours, “everything has actually been quite easy given the excellent coordination achieved between all parties involved.” However, she also noted the difficulty of “organizing in three weeks from scratch what previously took six months, setting the entire operation up and running from the ground up, and having clear protocols for each cruise line, which varied depending on whether their clients were vaccinated or not.”.
Montse commented that there has been maximum cooperation from Valencia's tourist attractions: "Only in the case of the Silk Exchange and the Cathedral were the maximum group sizes below what the general rule allowed." But there were also some drawbacks: "In my opinion, there has often been a lack of clear information regarding the maximum group sizes allowed on a general excursion. That is, if the tour was only panoramic, the bus could be filled to maximum capacity. If it had <<walking tour> "There were times when the maximum number of people per guide was 24. I believe this information should have been channeled through municipal or provincial tourism agencies. On many occasions, not even the guides knew what the rule was.".
The discussion also touched on the differences in protocols between cruise lines, based on vaccination requirements: luxury and premium lines require vaccination, so there are no "bubble" excursions, while more popular lines did not. However, the trend is for all cruise lines to require a COVID passport with proof of full vaccination beforehand, something that was welcomed by all attendees, especially Miguel Ángel Aragón.
In general, everyone present agreed that the "bubble" tours had led to an increase in tour guides, transportation, etc., and that capacity limits necessitate increased staffing. For example, Montse commented that the maximum group size for most cruise lines was 24 people, but the cathedral only allowed a maximum of ten, which required doubling the number of guides.
The consequences of Covid-19 on port management
Regarding the reflection of the new normal in the port management of cruise ships, all participants highlighted the increase in workload.
According to Marta Alonso, “the increased workload stems from the increase in regulations, which often require interpretation. There are many additional steps involved. Medical disembarkations represent an increase in work due to the increased bureaucracy. They also mean longer ship stays in port.” However, she clarified that “there are more problems with merchant ships than with cruise ships.”.
Francesca Antonelli. “The APV is “surprised” by the forecasts and expects to reach 800,000 passengers with 300 stops in 2022.”.
He also commented that there is an “increase in management costs for the service provider, such as setting up tents, restrooms, signage, etc.” Shipping companies like MSC “conduct check-in at the port expansion, which has required improvements to the Wi-Fi.” Miguel Ángel Aragón indicated that “an infectious waste area had to be built where none existed before.”.
According to Raquel López, there are “many new procedures and bureaucracy; the procedures have tripled, and for what a single agent could previously process, we have needed more, in order to handle all the extra work that the return has entailed: protocols, communication procedures with the authorities, authorizations, management of COVID cases, ship schedules, dock procedures, etc.”
Marta Alonso also commented that there were "very small companies dependent on cruise ships that had closed," a point that was endorsed by Raquel López, given that they had also noticed it at Intercruises.
Marta Alonso. “We went from 100% activity in cruises to absolute zero.”.
Finally, Francesca Antonelli commented that the pandemic, “in terms of the direct losses suffered by the cruise sector (destination and port) due to the ban on cruises from March 13, 2020 to June 26, 2021, we have made an estimate of losses of approximately 81 million euros.”.
Strengthening ties within the Port Community
Montse Alonso emphasized that “fortunately, before each shipping company began operations, there were group meetings with all the stakeholders involved, so the protocols were reviewed, and all the information was very clear. I believe this has been one of the successes of this restart of operations.”
Regarding the Mein Schiff2's first stop in Valencia, Raquel López acknowledged that "the Port Authority made a great effort to make it possible and we obtained the authorization on time; the ship was aware of this and very grateful for how it was managed and for the support of the Authorities in making it happen.".
Regarding the economic impact, the Port Authority of Valencia (APV) made €10 million available to suppliers and service providers in urgent and compensatory measures to mitigate the economic effects of Covid-19. Specifically, it allocated €7.33 million to a total of 250 companies to provide liquidity to those working for the ports of Gandía, Sagunto, and Valencia. In addition, it advanced €2.64 million in outstanding 2019 discounts to its clients and implemented fee reductions.
Francesca Antonelli: “It was extremely important to keep the information channel open with State Ports, the other ports in the Spanish port system and with the Health Authorities.”.
Marta Alonso highlighted the “close and continuous collaboration between shipowners, ports, etc. Always within a framework of competition, but also of loyalty.” She also emphasized the role of the Port Authority as the backbone of communication within the sector.
Everyone highlighted communication and collaboration with the Port Authority of Valencia as key to the return to operations. Furthermore, this communication will foster greater empathy in the future, further strengthening the existing level of trust.
the future
of public health will change the way public health is prioritized in Spain. He stated that "we are never exempt from risk" and that it is necessary to improve protocols and resources in the face of the increase in infections. He also warned about counterfeit Covid-19 safety seals, which are not endorsed by the Health Authorities.
The other speakers framed the new normal in more commercial terms. According to Francesca Antonelli, “2022 will be a very good year for cruise traffic in Valencia if everything goes well.” The Port Authority of Valencia (APV) is “surprised” by the forecasts and expects to reach 800,000 passengers with 300 port calls. She also expressed hope regarding “the reopening of the North Terminal” and the increase in interporting services in Valencia, spearheaded by MSC Cruises and Costa Cruises. She also highlighted that “Valencia closed 2021 with approximately 100 port calls and 265,000 passengers. Compared to pre-pandemic figures (2019, with 203 port calls and 435,000 passengers), these are very encouraging figures.”.
Raquel López: “Europe was closing ports and in Spain everything continued as before. And when the closure finally came, I had to think about where my ships were and what to do with them!”.
Raquel López stated that “with COVID, the management of ship entry has completely changed. Authorities no longer board the ships, and it is the agent who gathers all the necessary documentation to obtain clearance for the vessels; the truth is, it has worked very well and everything has been very efficient. We have had a lot of cooperation, but it is true that it has also meant more bureaucratic and logistical work for us; I understand that the procedures will take a little longer, at least during 2022, but that in the future we will return to the pre-pandemic procedures.”.
Regarding InterCruises' expectations for next year in Valencia, "we hope to have many ships and many port calls in Valencia, to repay the port for all the help it has provided during this very difficult time; that we can continue to maintain the same fluid communication and satisfactory collaboration as we have had to date, and that it has been a pleasure to rediscover such a committed Port Authority.".
Marta Alonso. “The pandemic has led to an increase in human interaction within the port community.”.
Montse Alonso described the 2022 forecasts as "fantastic," and reiterated that "the impasse we experienced had allowed us to reinvent ourselves, to be better prepared for 2022." She also highlighted the "good overall work done to face new challenges.".
Marta Alonso commented that “if current forecasts hold true, 2022 will be a crucial year for the industry and, without a doubt, for the cruise sector in Valencia. We anticipate an increase in port calls of over 50% compared to 2019, which is the last year with which we can make comparisons. We're talking about figures that were unthinkable just five or six months ago. Undoubtedly, this is largely due to the excellent work carried out across all sectors during these first months of resuming operations. And for this forecast to materialize, the support of the sector from all the institutions and authorities involved will be essential.”.
