Changing Course: How Cruise Lines Prepare for When the Unexpected Happens

It is impossible to anticipate everything that might happen in life. When you’re a cruise line with a few hundred, or a few thousand, passengers’ welfare in its hands, the duty of care requires that there be a plan of action in place for as many contingencies as possible.

I experienced such emergency response protocols personally on a recent cruise through Greece and Turkey. 

Sitting comfortably on the Celestyal Crystal’s tour bus, I listened to the guide describe in engaging detail the excursion we were about to enjoy in Istanbul’s spice market. Then, he paused to answer a call and when he resumed, his tone was still calm, but the message had changed. 

“There has been an incident,” he told us, “and now we will be returning to the ship.”

We soon learned that a terrorist bomb had detonated just blocks from our location on the Bosphorus Bridge, killing six people and injuring more than eighty.

When the unexpected happens — an earthquake, labor unrest, weather events, cartel violence, or terrorist actions like the bombing in Istanbul — cruise lines must be ready to act quickly and in the interest of their passengers’ safety. The speedy reaction by Celestyal is reassuring evidence that the cruise industry has plans in place to ensure that passengers’ welfare is safeguarded.

As a passenger, I was aware that changes were being assessed as a result of the bombing and I assumed that new decisions would have to be made. But the Crystal’s crew showed no sign of uncertainty. We were whisked back to the ship in short order, dining and onboard activities proceeded and the Crystal sailed out of port in a smooth, quick and apparently effortless operation.

A whole new itinerary, and an excellent one at that, was put in place as a replacement for the next day.

Instead of the Blue Mosque, we docked in the port of Çanakkale and toured the ancient city of Troy and the new Troy museum with a highly experienced guide. I am still amazed and impressed with how quickly that was arranged. 

Imagine a flock of ducks floating on water. They look to be swimming effortlessly, but the reality is that below the waterline, their webbed feet are working hard. That’s how things were on board the Crystal.

Captain George Koumpenas, Celestyal’s chief operations officer, explained how the crisis was managed.

“Regarding the terrorist incident in Istanbul on November 14, 2022, the information reached the company headquarters ten minutes after the explosion, which enabled us to gather our crisis management team and act immediately. As a first course of action, we brought the disembarkation to an immediate halt and secured the vessel by stopping all in/out traffic.”

“Following the positive confirmation of the incident, all shore excursion buses were recalled back to the ship. Celestyal’s extensive operational knowledge of the Aegean and Eastern Mediterranean enabled us to make a quick decision and offer a safe alternative destination (Çanakkale) for our guests, departing as soon as all shore excursion and individual guests were safely back onboard.”

This type of emergency response and crisis management is regularly rehearsed both onboard and ashore to ensure everyone is ready to act if needed, he added.

“Risk assessment and intelligence gathering are tools that we use to continually evaluate the destinations we serve”, Koumpenas explained. “However, as we operate in a dynamic environment, emergencies, whether it be acts of violence, political unrest or natural disasters, may occur when they are least expected…

Working closely with local partners and authorities, we quickly evaluate the situation, consider all options, and take the safest course of action,” added Koumpenas.

Size Doesn’t Matter
While Celestyal enjoys the dual advantages of having in-depth expertise in this area of the world as well as smaller ships, it’s not alone in being prepared for any circumstance.

Holland America has much larger ships and more complicated logistics to consider when sudden change happens, but the line has robust protocols in place to ensure quick reactions.

“To plan and operate safely around the world, Holland America Line prepares with an inter-departmental team that plans itineraries; prepares in advance for the logistics for each itinerary as it regards provisioning, shore tours, ship operation and the environment; and monitors weather and world events to ensure cruises operate with the health, safety and security of our guests, team members and ports in mind,” Eric Elvejord, director of public relations for HAL told me.

Those quick changes brought about by unforeseen events often depend on the partnerships that cruise lines have with other agencies.

“Where appropriate,” Elvejord added, “we consult with outside experts and governmental agencies to guide preparation and actions. In the event of a situation or incident, the same multi-departmental team gathers to provide expert guidance for safe operation.”

“Contingency plans are in place on every ship and can be implemented within minutes,” said Captain James Griffiths, Scenic Group’s vice president of marine operations, while speaking to me regarding the Emergency Response Systems that exist on Scenic ships, and that are mandated throughout the industry.

“Each crew has dedicated security duties. They are highly trained and we practice with dry runs regularly. We have robust systems in place, both on board and ashore. It is amazing how well integrated our ship and shore partnerships are.”

He described how security drills and emergency system trials are carried out quietly, without guests being aware that the exercises are happening.

“It’s not an accident that our passengers feel reassured when they are on board.”

Captain Griffiths also pointed out that there are medical personnel on board each ship. And if things become questionable in a port, a ship can sail away to safety. 

While the cruise lines are secretive about security details, it is obvious that much goes on behind the scenes to ensure passenger security in all circumstances. All cruise ships have at least one security officer on board, usually ex-military.

Scenic employs mostly former Royal Marines. An announcement for an unfamiliar onboard event might actually be a surprise test of the emergency response systems, as planning and practice for contingencies are mandated exercises for all cruise lines. 

Cruise Lines International Association (CLIA) states in its policy report on cruise industry regulations: “The cruise industry is one of the most heavily regulated industries with robust, clearly defined standards. The average ship undergoes dozens of announced and unannounced safety inspections per year, involving hundreds of man-hours and the implementation of thousands of specific requirements set by the International Maritime Organization (IMO) and other authorities.

While it is not possible to plan for every contingency, cruise lines have a duty of care to be ready to pivot, to react and to anticipate all possible scenarios.

As Celestyal’s Koumpenas told me, “The safety, security and health of our guests, our crew and the local communities we serve, are fundamental priorities for Celestyal and all cruise lines. Every cruise line has emergency response and crisis management plans and teams in place.”

In a world where things can change in a heartbeat, cruise lines are prepared for the unexpected.