• 2 min de lectura
• 2 min de lectura
"Guest experiences drive our deployment," Carole Biencourt, Holland America Line's VP onboard revenue, told delegates at the Australian Cruise Association annual conference in Brisbane.
Biencourt said passengers complete a survey at the end of each voyage, rating each port experience.
She said Australian ports rate highly, coming in at an average 9.2 out of 10.
"This is an important factor in our decision making for our future deployment," she said.
"Guests first choose where they want to go — what is on their bucket list. This is partially driven by what they hear from others and what they see on YouTube, Instagram and other social media platforms."
Biencourt said guests want to know what they can do there.
"They want to know if they will see Iditarod dogs in Alaska or see koalas in Australia," she said.
"They are looking for immersive experiences, wanting to connect with locals and really get to know the destination.
"They want to learn about history and culture and experience local food and wine.
"We have also created some amazing adventures for our guests where we take them off the ship for a couple of days and bring them to major inland destinations, like Uluru."
Biencourt said the guide is most important for the perfect shore excursion.
"A knowledgeable, passionate and engaging guide can elevate a tour from ordinary to unforgettable," she said.
She said another important factor is exclusivity.
"Guests want to feel like they are part of something special — something not every traveller gets to do," she said.
"Whether it is a behind-the-scenes moment or a private encounter with a local artisan, the feeling of exclusivity creates powerful memories."
Biencourt said demand drives deployment and Holland America Line markets and promotes Australia to drive demand for its cruise products Down Under.
"The more demand the more cruise tonnage will be placed in Australia," she said.
