Cruise Industry DebriefCruise Industry DebriefIntroduction and Welcome

Cruise Market Research report and booking trends – Otago University

Destination Management Dunedin operation - DCC SH 88 issues - NZTA Port Chalmers operation – Port Otago

• Traffic management plan• Private Operators• I-Site

Feedback session

Cruise Action GroupCruise Action GroupCruise Action GroupCruise Action Group Dunedin City Council Sophie Barker Economic Development

Unit. Louise Van de Vlierd i-SITE

Port Otago Peter Brown. Commercial Manager

Dunedin Host Andrew Whiley

University of Otago James Henry. Dept of Marketing

Otago Chamber of Commerce

John Christie. CEO

Tourism Dunedin Hamish Saxton CEOGil Abercrombie

NZTA, Cruise NZ, Ground Handlers

To update 2014

ResearchResearchUniversity of OtagoUniversity of Otago

James Henry

Department of Marketing

• Cruise Research Summer 2013/14

The on-shore tour decision process

James HENRYJordan van der Klei

Introduction

• Where do passengers search

• When do they search

• When do they book

First the search73% prior to the cruise - with the cruise company23% during the cruise

Second - Checking you out

30%

Third – Making a booking

63%

How have the bookings gone this year

• On average 36% of all passengers have booked a ships tour (irrespective of first or last port of call)

• On average 9.8% of all passengers have pre-booked a private tour (irrespective of first or last port of call)

• On average 9.5% of passengers did not get off the ship

Destination ManagementDestination ManagementDunedin City CouncilDunedin City Council

Destination ManagementDestination ManagementDunedin City CouncilDunedin City Council

Sophie BarkerBusiness Development Advisor – Visitor industry

Louise Van de VlierdManager – i-Site Visitor Centre

Statistics Welcome/Visitor Experience Industry Communication i-Site

Season StatisticsSeason StatisticsSeason StatisticsSeason Statistics

Passengers Crew Visits Biggest Ship

2011/12 135,000 60,000 84 2670Pas1115Crew = 3785

2012/13

Actual

163,000

151,000

70,000

65,000

89

85

3114Pas1181Crew = 42954 Cancelled

2013/14

Actual

148,000

134,000

65,000

59,000

85

78

3114Pas1181Crew = 42957 Cancelled

Cruise Shuttles & TransportationCruise Shuttles & TransportationCruise Shuttles & TransportationCruise Shuttles & Transportation

Working well Baldwin St. Encourage visitors not to

stand on road, be careful around parking Report to DCC any issues – we will fix!

Welcome/Visitor ExperienceWelcome/Visitor ExperienceWelcome/Visitor ExperienceWelcome/Visitor Experience ODT cruise guide with partners EDU monitoring of Octagon DCC grant to Port Chalmers Volunteers 12 Top Tips sheet for retailers Cruise Operator Guide 2013/14 Street Marketing guide Cruise Operator Training

Industry CommunicationIndustry CommunicationIndustry CommunicationIndustry Communication Database increased across stakeholders Communication re cruise information. Email

website www.dunedin.govt.nz/cruise-ships Cancellation notification ASAP from i-Site Cruise Calendar improved Working individually with operators through

EDU/Tourism Dunedin/i-Site fortnightly meetings Visiting port Cruise Action Group support

i-Site Visitor Centrei-Site Visitor Centrei-Site Visitor Centrei-Site Visitor Centre

Location of marquee i-site Booking patterns - spend Customer feedback National i-SITE trends

STATE HIGHWAY 88 Critical link for cruise ship industry December disrupt highlights need for

incident plan NZTA Journey Manager role to reduce

such ‘journey’ disruptions

My Role – Journey Manager

•One Network and customer advocate

•TLA and road user relationships

•Drives operational network performance improvements

Improving journey experience

Journey experience

Delay due to unplanned events

Delay due to planned events

Delay due to recurring events

Hazards due to unplanned

events

Hazards due to planned events

Hazards due to recurring events

Journey time in permanent conditions

Hazards due to permanent conditions

Monitor

Inform

Manage

Optimise

Other incidents can & will affect this highway:

•Slips•Accidents•Roadworks

SH 88 Crash locations – 5 years (2003-07)

Managing the futurePropose that we jointly develop a Cruise Ship highway 88 incident plan that sets out:

•The cruise ship industry use and timetable requirements of this

road

•The road management parties roles & contacts details

•A communication plan for any likely incident

•Options that could be implemented and timeframes involved

•Review with road managers, emergency services & cruise ship

industry regularly to optimise readiness and understandings!

Peter Brown & Neill CameronPort Chalmers

• Season review• Traffic management plan• Private Operators• I-Site

Feedback SessionFeedback Session

How can we improve for the future?

Cruise Action Plan and all information www.dunedin.govt.nz/cruise-ships