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Cruise passengers kicked off ship and told to go home early due to ‘technical issue with catering’

Exclusive: ‘we have taken the difficult decision to cancel the upcoming pride of panama cruise,’ says tui spokesperson, article bookmarked.

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A Caribbean cruise run by Tui has been brought to an abrupt halt – with passengers told to leave the ship and fly home early after what the firm says is “a technical issue with our catering facilities”.

David and Maria Hitchcock from Ormskirk were on a fortnight’s voyage aboard Marella Discovery 2 – comprising a pair of one-week back-to-back cruises – as part of his 60th birthday celebrations.

Six days in, they were told the first part, “Flavours of the Caribbean,” had been curtailed and was returning to its winter home port of Montego Bay “due to food issues”.

The second part, “Pride of Panama,” has been cancelled altogether.

The couple are currently out of communication contact in the Caribbean; they have decided to stay in Jamaica until their scheduled flight home on 7 February.

But David’s sister, Melanie Hitchcock, told The Independent : “They have been offered roughly a quarter of the total price of the trip back and some vouchers.

“They will never use the vouchers as this was a one-off trip for a special occasion. They prefer to holiday in their caravan with their dogs.”

Some passengers aboard Marella Discovery 2 have complained that the ship appears to be “running out of food”.

Tui rejects this assertion, saying “the ship is currently able to deliver our full food and beverage offering to customers currently on board”.

The ship set sail from Montego Bay in Jamaica last Tuesday, 24 January. She called at Cozumel in Mexico and the Cuban capital, Havana. But the ship is returning early to Montego Bay.

Passengers were offered the choice of staying in Jamaica until they were due to come home or flying back on planes sent to airlift them back to the UK.

They may not be able to travel direct to their intended airport, but coach transfers will be arranged as necessary.

The subsequent cruise, visiting Port Royal in Jamaica, Cartagena in Colombia, Colon in Panama and Puerto Limon in Costa Rica has been cancelled.

The company is offering a “a pro-rata per night refund” and a £300 holiday voucher “as a gesture of goodwill” to those who are on board the ship.

Those who were due to begin their cruise on Tuesday, 31 January, will receive a full refund and a holiday voucher.

A spokesperson for Tui said: “Due to a technical issue with our catering facilities on Marella Discovery 2 we have taken the difficult decision to cancel the upcoming Pride of Panama cruise.

“We understand how disappointing this will be and would like to apologise to our customers who have been impacted, and thank them for their patience and understanding at this time.

“Our customer teams are already in contact with those customers impacted and are supporting them with their future travel plans. All customers impacted have been offered future holiday vouchers as a gesture of goodwill.

“ Marella Discovery 2 is currently on day six of the seven-night Flavours of the Caribbean cruise. The Pride of Panama Cruise seven-night cruise, which has been cancelled, was due to commence on Tuesday 31 January.

“The next scheduled cruise on Tuesday 7 February is due to operate as planned.”

Ms Hitchcock told The Independent that her brother and sister-in-law “are terribly upset about this and have been put off the whole idea of going abroad”.

She said they had booked a hotel at a cost of £3,000 for the week when they should have been on the second part of the cruise.

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How TUI Cruises is charting a new way forward

Marcus Puttich explains how the brand deepened its engagement with stakeholders after Covid-19

TUI Cruises

Covid-19 caused massive problems but also led to some unexpected itinerary planning solutions that are here to stay. Marcus Puttich explains to Susan Parker how TUI Cruises deepened its engagement with stakeholders and achieved results

By Susan Parker | 16 May 2023

Although the Covid-19 pandemic had a cataclysmic effect on the cruise industry, it also gave rise to new collaborations, new itineraries and a new way forward, according to Marcus Puttich, senior head of port management and operations at TUI Cruises. 

“Something I personally take away, but also share with the team, is the greater collaboration we have had in the past three years,” he says. “It’s shown us, more than ever before, that this is a people business. We really need to trust each other and be careful with all the decisions we make to sustain the business and prepare for future.”  

In the past, a port would pay a marketing visit to the cruise lines to be considered for inclusion on their itineraries, but Puttich explains that the discussions are now far deeper. He partly attributes this to the TUI Cruises’ webinars that took place in 2020 when there was a requirement for both sides to explain and understand the others’ protocols, possibilities and challenges.  

“As cruise lines, we need to take much more time to sit down with ports and really talk about the destinations,” he says. “What do we need to do for the community to receive, and want to receive, us? It is very important to listen to each other. 

“Generally, the port community has done a great job providing information. It has brought many of us closer together; we realise how dependent we are on each other which is a great benefit that we can take away from the pandemic years.” 

Such collaborations were an enormous help when searching for itinerary solutions for the ships. TUI Cruises was the first volume cruise line in the world to restart cruising in July 2020 with so-called ‘blue cruises’ sailing from German ports and offering sea days only. These were partly facilitated by Sweden’s open-door policy and Norway’s successful push for winter cruises. 

As a result, one of TUI Cruises’ sister brands, Hapag-Lloyd Cruises, had expedition ships sailing winter cruises out of Germany to the Norwegian fjords and Finland for the northern lights and deep snow expeditions. “Because of Covid, we saw a demand out of Germany for these itineraries and now there will always be such a ship here in winter,” says Puttich.  

In addition, TUI Cruises is also homeporting a mass-volume Mein Schiff ship in Germany in winter to sail long-haul Caribbean cruises, Canary Island cruises and longer cruises along the Norwegian coast towards the North Cape. 

There has also been strong passenger demand for Greece, following TUI Cruises becoming the first cruise brand to restart cruises from the country in summer 2020. Hence, Mein Schiff 5 will be based in Heraklion, Crete, for complete summer seasons from 2024. 

Further afield, TUI Cruises decided to introduce some long-haul cruises to the Caribbean on Mein Schiff 1 in winter 2021-2022. “We were looking for open destinations,” says Puttich. “It was a short-term plan but then we saw it was quite well received, so we will continue with it.”  

The sea days on these itineraries – and on the ‘blue’ cruises – were also well received by passengers. “During the pandemic we saw that guests benefitted from having sea days,” says Puttrich, noting that while TUI Cruises is now considering introducing these into cruises elsewhere, the destinations remain its top priority when designing itineraries.  

Looking eastwards, TUI Cruises has worked hard on returning to Singapore and is proud of being the only volume market international brand to have returned post-pandemic. “We are very happy that we are finally able to offer cruises in Asia again,” says Puttich. “It was quite an effort to do but the authorities and stakeholders very much supported us in getting cruise back to the region, including South Korea, Japan and Taiwan.” 

Considering the next decade, Puttich thinks there will be more emphasis on sustainable deployment and not just in terms of the environment. “It will become more important to engage with the port community on what can we do as a cruise line and strengthen our communication so that the destination is able to see the benefit from us visiting,” he says. “We want to put the focus more on, whatever we do, the footprint we leave is as small as it possibly can be.” 

“The focus with itinerary planning will be more towards sustainability, not just cold ironing but also speed and everything you can do to reduce the footprint.” 

In this respect TUI Cruises is already plugging into shore power where it is available. Of utmost importance is that the shore power comes from renewable sources in order to ensure that emissions are not shifted elsewhere. Although the company cannot invest in the installations directly, Puttich says it pays for the electricity supplied and is making long-term commitments to ports, booking as early as possible and not cancelling calls without reason.  

Acknowledging that the cold ironing is a “steep learning curve” for everyone, the company plays its part in explaining how, what, why and when it plugs in, inviting stakeholders onboard to learn from its engineers.  

What is clear is that the availability (or lack of) shore power will affect future itineraries from 2025 onwards. TUI Cruises is conducting a survey among all its ports to see which have shore power plans and, if so, when installations will take place. “If there are two ports in similar locations, one with shore power and one without, we will choose the port with it,” says Puttich. “We all know that everything we do comes at a certain price, and we have to make sure our business is sustainable. We have to do our part and invite ports to do so also.” 

Although lowering speed can also help to reduce the environmental impact of ships, going slower may reduce the number of ports on an itinerary, which conflicts with TUI Cruises’ mission to go places and learn about different cultures. Indeed, says Puttich, German travellers tend to have a high participation in tours. “Hence, the focus would be on doing smaller changes on the overall sustainability impact, for example arriving later, leaving earlier or overnighting, to save fuel tonnes.” 

TUI Cruises has also been incorporating new turnaround calls into its itineraries following successful transit calls in certain destinations. For example, also its Mein Schiff vessels have made turnaround calls in Genoa in Italy, Doha in Qatar, and Rostock-Warnemünde in Germany. It is now considering interporting in the Mediterranean which may result in additional turnaround possibilities. 

Meanwhile, when it comes to the Baltic, Puttich says stakeholders in the region worked very hard, both individually and as part of associations such as Cruise Baltic and Cruise Europe, to ensure they are well prepared for the cruise lines to return.  

This reference to collaborative brings us full circle. “Only when we talk together will we resolve the challenges that are out there,” says Puttich, noting that this applies to his team too. “We always think of what we can do. We don’t waste time on negative thoughts. Things will be a lot easier to solve if we adopt a positive mindset.”  

And it’s clear that the results of this philosophy are already bearing fruit for the brand. 

This article was first published in the Spring/Summer 2023 issue of  Cruise & Ferry Review . All information was correct at the time of printing, but may since have changed. Subscribe to Cruise & Ferry Review for FREE  here  to get the next issue delivered directly to your inbox or your door. 

Tags: itinerary planning     Interview

Susan Parker

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TUI Cruises Wants to Raise $360 Million Bond to Fund Cruising’s Return

Abhinav Ramnarayan and Yoruk Bahceli, Reuters

May 5th, 2021 at 2:53 AM EDT

TUI Cruises long-term prospects are likely good, but it's the timing of the reopening that will be the trickiest and costliest detail to navigate in the coming months.

Jason Clampet

German cruise line operator t set out plans on Tuesday to launch a 300 million euro ($360.1 million) bond sale, just as European authorities begin to chart a route back towards opening up the travel sector.

TUI Cruises, part-owned by loss-making travel company TUI, is looking to sell a 300 million euro, five-year bond in the coming days that will fund cash on its balance sheet, according to a lead manager memo seen by Reuters.

Both the European Union executive and British authorities have talked up the prospect of easing COVID-19 travel restrictions in the coming weeks, hoping to boost the stricken tourism industry this summer.

“With the news coming from the EU yesterday and the U.S. cruises sector in April, this could be perfect timing for TUI Cruises,” said a high-yield bond investor who preferred to remain unnamed.

The U.S. Centers for Disease Control and Prevention (CDC) last week announced new steps to speed up approvals for the resumption of cruise industry passenger operations in the United States by mid-summer.

Initial price thoughts on the bond, which the issuer can redeem after two years, are in the area of 7%, according to the memo.

TUI Cruises, which is 50% owned by TUI AG and Royal Caribbean Group each, will hold a global investor call at 1100 GMT on Tuesday and will be available for virtual investor meetings through Thursday, the memo said.

TUI itself was last in the bond market in April, when it issued 400 million euros of convertible bonds.

TUI Cruises has hired JP Morgan and BNP Paribas to lead the sale, alongside Citi, Commerzbank, Credit Agricole, DZ Bank and UniCredit for the sale, according to the memo.

($1 = 0.8331 euros) (Reporting by Yoruk Bahceli and Abhinav Ramnarayan; Editing by Jan Harvey)

Copyright (2021) Thomson Reuters. Click for restrictions

This article was written by Abhinav Ramnarayan and Yoruk Bahceli from Reuters and was legally licensed through the Industry Dive publisher network. Please direct all licensing questions to [email protected] .

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Photo credit: The TUI cruise ship Discovery at sea. TUI Group

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Emirates, TUI Cruises reaffirm partnership for next two seasons

Emirates will work with TUI Cruises to offer flight options aligning with cruise schedules

Germany: On the sidelines of the first day of ITB Berlin, Emirates and TUI Cruises have renewed their partnership for a further two seasons, in line with Dubai’s efforts to grow its cruise capacity. Emirates will work with TUI Cruises to offer flight options that align with upcoming cruise schedules.

"The airline will also explore enhanced transportation solutions between Dubai International (DXB) and Port Rashid, leverage insights to improve services on the ground, and provide dedicated support teams for cruise passengers. Currently, the port’s Hamdan bin Mohammed Cruise Terminal, the world’s largest single covered cruise terminal facility, is capable of handling 14,000 passengers a day," the companies said in a joint statement.

In addition to coordinated operations and exploring marketing synergies, the partnership will focus on developing exclusive luxury packages and experiences that showcase the best of Dubai and the region’s TUI Cruise programmes. The MoU with TUI Cruises was signed by Adnan Kazim, Deputy President and Chief Commercial Officer, Emirates Airline; and Wybcke Meier, CEO of TUI Cruises.

Adnan Kazim, Deputy President and Chief Commercial Officer, Emirates Airline said: “Our agreement with TUI Cruises aims to continue our efforts to boost cruise passenger arrivals from all over our network, so they can experience the best in sea travel aboard TUI’s magnificent ships.”

Wybcke Meier, CEO Tui Cruises said: “For more than ten years, we have been calling at Dubai with the Mein Schiff fleet to give our guests the opportunity to discover the world of the Orient with us. With Emirates, we are working successfully with an airline that gives our guests this vacation feeling right from the start.”

Last year, Emirates transported nearly 400,000 cruise passengers to Dubai. The city welcomed over 166 ships during the last cruise season, making it the region’s biggest port of embarkation and most popular call for cruise liners. The city expects an increase of 23 per cent more cruise passengers for the upcoming season.

The growth of cruise liner arrivals in Dubai represents the collective efforts of partners across the travel and aviation ecosystem working together for a seamless experience. This includes hassle-free customs and entry procedures and seamless visa facilities for cruise ship passengers, duty-free outlets and shops, tour-operator desks and complimentary shuttle bus services to the city in addition to Emirates’ own remote check-in desks at Port Rashid.

The 16 Emirates check-in counters allow passengers who are disembarking from their cruise ships to check in their luggage and get their boarding passes up to 4 hours before flight departure with the convenience of exploring Dubai without their bags before heading directly to the airport for their flight.

TUI Cruises will deploy two ships for the upcoming season to Port Rashid. Each ship can accommodate more than 2,500 passengers. Customers have the choice of two programmes, one with embarkation and disembarkation in Dubai, featuring GCC destinations like Abu Dhabi, Oman, Qatar and Saudi Arabia. The other itinerary includes Asian points such as Singapore and Hong Kong.

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• UAE renews partnership with TUI Cruises to boost Dubai's cruise...

UAE renews partnership with TUI Cruises to boost Dubai's cruise tourism hub status

The UAE/Emirates has reaffirmed Dubai 's position as a premier hub for cruise ship tourism by extending its collaboration with TUI Cruises for the next two cruise seasons.

The renewal of the partnership was formalized on the sidelines of ITB Berlin, reflecting UAE's dedication to fostering seamless travel experiences in conjunction with like-minded partners, both in the air and on the ground.

The partnership entails close coordination between Emirates and TUI Cruises to offer tailored flight options that align closely with upcoming cruise schedules, facilitating a smooth transition for customers from air travel to their cruise experience. Emirates will also explore enhanced transportation solutions between Dubai International (DXB) and Port Rashid, optimize ground services based on insights, and deploy dedicated support teams for cruise passengers. Notably, Port Rashid's Hamdan bin Mohammed Cruise Terminal, the world's largest single-covered cruise terminal, boasts the daily capacity to accommodate 14000 passengers.

In addition to operational collaboration and marketing synergies, the partnership will focus on curating exclusive luxury packages and experiences that highlight the best of Dubai and the region covered by TUI Cruise programs. The Memorandum of Understanding (MoU) was signed by Adnan Kazim, Deputy President and Chief Commercial Officer of Emirates Airline, and Wybcke Meier, CEO of TUI Cruises.

Emirates played a pivotal role in transporting ~400,000 cruise passengers to Dubai last year. With 166+ ships welcomed during the previous cruise season, Dubai emerged as the region's primary port of embarkation and a sought-after destination for cruise liners. Anticipating a 23% increase in cruise passengers for the upcoming season, Dubai underscores its commitment to providing a seamless experience for visitors through collaborative efforts across the travel and aviation ecosystem.

Efforts include streamlined customs and entry procedures, convenient visa facilities, duty-free outlets, tour operator desks, and complimentary shuttle bus services to the city. Emirates' remote check-in desks at Port Rashid further enhance the passenger experience, enabling passengers to check in their luggage and obtain boarding passes up to 4 hours before their flight departure, allowing them to explore Dubai luggage-free before heading to the airport directly.

TUI Cruises will deploy two ships to Port Rashid for the upcoming season, each capable of accommodating 2,500+ passengers. Passengers can choose between two programs, one featuring embarkation and disembarkation in Dubai, with destinations including Abu Dhabi , Oman, Qatar, and Saudi Arabia, while the other itinerary covers Asian destinations such as Singapore and Hong Kong .

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Marella cancels cruises to avoid Red Sea

Marella Cruises has cancelled a series of repositioning sailings on its ship Discovery 2 to avoid the Red Sea area.

Passengers booked on cruises next month have been notified their cruise has been cancelled and have been offered the option to rebook at a 10% discount or get a refund.

Discovery 2 is currently operating a series of Far East cruises, from Singapore.

After that, repositioning cruises through the Red Sea have been cancelled, as has a Limassol to Palma, Majorca cruise on 1 May.

The earliest departure on the Marella website is now a ‘Highlights of the Mediterranean’ round-trip from Palma on 7 May.

In an email to customers, TUI said: “Due to on-going conflict in the Red Sea area, we have been looking at alternative routes for sailing from Singapore to Palma. Sadly, we have made the difficult, but necessary, decision to cancel your cruise.

“The safety of our customers and crew is always our priority.”

TUI is offering 10% off a new cruise or a full refund, including on any excursions. The 10% discount is on offer for people who re-book by 16 March.

A Marella Cruises spokesperson said: “We can confirm that due to the on-going conflict in the Red Sea area we have made the difficult decision to cancel ‘Eastern Flavours 1 and 2’, ‘Arabian Sunrise 1 and 2’, ‘Red Sea Sights 1 and 2’, ‘Ancient Discovery 1 and 2’ and ‘Ancient Escape’ on Marella Discovery 2 between 4 April 2024 – 1 May 2024 inclusive, for the safety of our customers and crew.

“We appreciate how disappointing this news will be. All impacted customers will be contacted by their booking agent to discuss the options available to them, which including being able to rebook with a 10% booking incentive or receive a full refund.”

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TUI Group Reports Q1 Results

• February 14, 2023

TUI Group reported fiscal first quarter results today.

Average occupancy was noted at 88 percent for the TUI Cruises fleet, 65 percent for Hapag-Lloyd Cruises and 91 percent for Marella Cruises, all up year-over-year.

Average daily rates were 139 euro for TUI, 669 euro for Hapag-Lloyd and 157 euro for Marella Cruises.

Q1 2023 Cruises revenue, reflecting Marella Cruises solely (TUI Cruises is accounted for using the equity method). grew to €115.2m, an improvement of €81.1m year-on-year (Q1 2022: €34.2m),” the company said. “As a result, Q1 2023 underlying EBIT for the segment (including the equity result of TUI Cruises) was €0.2m, an improvement of €31.9m (Q1 2022: €-31.7m loss) with both TUI Cruises and Marella contributing to the positive development and highlight the continued improvement across all brands supported by higher volumes as well as improved occupancies. This is the third consecutive positive quarter for our Cruises business with TUI Cruises achieving Q1 2023 EAT (earnings after tax) at €8m.”

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