dunedin cruise industry debrief april 2014
DESCRIPTION
Dunedin's cruise industry welcomes over 150,000 visitors each year. The Cruise Action Group provide industry briefings pre and post season. Dunedin is committed to providing excellent visitor satisfaction.TRANSCRIPT
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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
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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
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ResearchResearchUniversity of OtagoUniversity of Otago
James Henry
Department of Marketing
• Cruise Research Summer 2013/14
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The on-shore tour decision process
James HENRYJordan van der Klei
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Introduction
• Where do passengers search
• When do they search
• When do they book
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First the search73% prior to the cruise - with the cruise company23% during the cruise
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Second - Checking you out
30%
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Third – Making a booking
63%
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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
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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
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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
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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!
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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
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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
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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
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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
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My Role – Journey Manager
•One Network and customer advocate
•TLA and road user relationships
•Drives operational network performance improvements
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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
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Other incidents can & will affect this highway:
•Slips•Accidents•Roadworks
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SH 88 Crash locations – 5 years (2003-07)
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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!
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Peter Brown & Neill CameronPort Chalmers
• Season review• Traffic management plan• Private Operators• I-Site
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Feedback SessionFeedback Session
How can we improve for the future?
Cruise Action Plan and all information www.dunedin.govt.nz/cruise-ships