In a recent post I had mentioned that we had friends on a cruise ship travelling from South America back to the United States. We were so happy to hear they are now home and although in isolation are so far healthy. I reached out to Catherine to ask about her experience and she agreed to write an article for At Our Age Travel. Her story is in two parts, the first written from the cruise ship which was originally published at https://blogs.smartsavvy.com/navigating-uncharted-waters and the second from her correspondence with me.
3 Lessons From A Cruise Ship Somewhere In the Pacific Ocean
By Catherine Ducharme
The world completely changed while I was on a cruise in South America. So I’m writing this article from the Celebrity Eclipse Cruise Ship. After being denied docking at the Port of San Antonio, Chile on March 15th, we’re now on route to the Port of San Diego where we expect to arrive March 30th. We’re a healthy ship (no COVID-19) and there seems to be a positive collective outlook on board.
It’s a strange time to be sure. The world is uncertain and no one knows how it will play out, but we hope for peaceful waters and calm seas in the days ahead (literally and figuratively).
While so much is out of our control, the one thing that’s always in our control is our mindset. As much as possible, I’m choosing to stay curious and remain optimistic. This shifts me out of worry and opens me up to learn and grow. And wow, am I ever learning a lot! I’m witnessing remarkable communication, branding, and leadership lessons on the ship. These three lessons are both timely and timeless.
Lesson 1: You can’t over communicate
The plan changed. Everyone was asked to prepare to disembark the ship in San Antonio, Chile. Then the ship was denied entry. Negotiations continued with the authorities for two days. Ship wide communication wasn’t great the first day; understandable, as the Captain and crew scrambled to keep up. Among passengers, speculation was alive and well (nature abhors a vacuum) and the tension of uncertainty was palpable.
But by day two, we were receiving regular updates from the Captain Leo through messages broadcast directly to our rooms and around the ship. We knew when the next update would be and if there was no news, that would be communicated too. When there was breaking news, we’d get the message immediately, even if it was at midnight.
Lesson 2: The measure of a brand is when it’s tested
As paying guests for the first two weeks of this cruise, we expected Celebrity’s high level of service — a great experience and friendly staff who go above and beyond to ensure an exceptional experience.
Then the world changed. We’re no longer paying customers as we have no choice but to remain on the ship until we dock in San Diego. There’s no revenue upside. Only financial loss for the company and the crew on board (no collective tips). A number of crew members, looking forward to returning home after months of being away from their families, continue to work. Despite the situation, the high service level hasn’t changed one iota. The crew remain positive, professional and extremely supportive. Celebrity has provided free wifi, has opened the bars to passengers, and is doing its utmost to deliver a great brand experience. This is the measure of a strong brand and an engaged workforce. Will I choose Celebrity in the future? Without a doubt.
Lesson 3: Leaders set the tone
Captain Leo is in the spot light. There are over 3,000 passenger and crew members relying on his leadership during this strange and unprecedented time. We’re assured by his daily messages and have gotten to know him as a Captain, father, and human. By being visible and communicative, Captain Leo has won the hearts, minds, and trust of the people on this ship.
Closing thoughts
Many passengers on board make it a habit to recognize and thank the individuals taking such good care of us. It’s heartwarming to see the support and empathy for the crew. Personnel tell me Celebrity does a good job of taking care of the crew so the crew can do a good job taking care of its passengers.
And now that they are home…
It was quite an adventure but a really positive one! We are home safe and sound. We had planned two back to back cruises the first (Mar 1 – 15th) from Buenos Aires to Santiago and then from Mar 15 – 30th from Santiago to San Diego. The first two weeks went as planned (a fantastic cruise) although COVID was escalating fast. Then we were told Mar 14th that we had to exit the ship and head home. As you know we couldn’t dock so after 5 days of hanging around the Port of San Antonia and Valparisio we were allowed to refuel, re-provision and let the Chilian passengers off. The rest of us were on until March 30th. It wasn’t so harrowing because we had planned to be on the ship anyway and the last two weeks were free and we got a generous credit for the leg we didn’t sail. Also Celebrity’s service on the final two weeks was the same as the first two weeks. Ship had a great captain and the crew were amazing – despite the uncertainty they were facing too.
There were no reported cases of Covid19 on our ship so they took our temperature as we disembarked and everyone made their way home on chartered flights arranged by the ship and the respective governments. The next day we got a not that someone did test positive on the final day and there have been subsequent cases; people on the ship and passengers who are home now. There were passengers who couldn’t disembark in San Diego (not having the right paperwork) so the plan was for the ship to sail to Acapulco to let them off and also allow crew off (those that could go home). Apparently they won’t let it dock now so we’re not sure what the plan in. We breathed a sigh of relief that we were off. Hoping we don’t have COVID19 but are in strict home isolation in Vancouver.