Royal Caribbean Blog

On Friday, German cruise line TUI Cruises started cruising once again and it might offer a preview of what a Royal Caribbean could look like when they restart.

Royal Caribbean is a 50% owner of a joint venture that operates TUI Cruises, and the Mein Schiff 2 set sail on Friday with about 1,200 passengers onboard.

The ship sailed with about 60% capacity onboard in order to promote social distancing, a concept Royal Caribbean has said they will initially implement on its ships when they start sailing again.

USA Today reported passengers and crew onboard are required to stay five  feet away or wear protective masks and won’t serve themselves at the ship’s buffet. All passengers filled out a health questionnaire before boarding and had temperature checks.

In addition, TUI Group (parent company to TUI Cruises) noted they had "implemented comprehensive health and safety protocols on board."

The itinerary for this sailing was a departure from Hamburg, Germany that would sail to no ports, before returning to Germany on Monday. This is an intentional move to stick to short and restrictive sailings.

Germany is now in the process of reopening its economy, with strict guidelines on social distancing, mask use and personal hygiene measures.

When Royal Caribbean announced its blue ribbon panel of health experts, it promised to deliver a new set of the best guidelines for keeping passengers and crew safe during a cruise.

The primary concern for so many cruisers is what exactly will the panel address, and what sort of policies will they come up with so that cruises can resume.

While Royal Caribbean has not divulged much information about the work the panel is engaged in, we do know some key areas to expect answers about once they deliver their recommendations.

Enhanced embarkation screening

Prior to cruises shutting down in March, we got a small taste of what to expect in the pre-cruise check-in area.

Royal Caribbean implemented mandatory temperature checks for all guests, and we should expect enhanced embarkation screening, temperature screenings, testing options for guests and crew going forward.

Another idea being considered is staggered embarkation and check-in to spread out guests on the first day of the cruise.

Social distancing on the ships

A major change that could be coming to cruise ships is social distancing, and this could come in a variety of forms.

Initially, Royal Caribbean expects to reduce the overall guest capacity on board their cruise ships to make social distancing easier, although this will not be permanent. This means ships would sail intentionally with less guests than its capacity.

The panel is exploring other options for social distancing, including reduced capacity at dining and other public venues, and the addition of more options for entertainment such as additional show times to allow for social distancing.

What if potential cases arise on a cruise ship?

While the primary intention is to create policies that totally prevent the spread of any disease on its ships, the reality is Royal Caribbean will need to come up with a plan to deal with any new cases that occur onboard.

The panel will be working closely with the governments and ports the ships visit around the world to establish plans and protocols for the resumption of cruises, including protocols to deal with COVID-19 cases that arise.

The Healthy Sail Panel will address this in its recommendations.

What if cruises resume and the recommended protocols fail?

Any good plan needs a "worst case scenario" contingency, and Royal Caribbean is no different.  Whatever the Healthy Sail Panel comes up with is based on theoretical plans, and how well it works onboard will not be known until cruises restart.

The goal of the Healthy Sail Panel is to provide a robust and comprehensive set of protocols and recommendations to cover many different possible scenarios and minimize risk.

In the unfortunate event that a situation arises, the cruise operators are committed to quickly addressing any issues and developing appropriate solutions. The main priority will remain the health and safety of guests and crew, and the communities Royal Caribbean visits, and the cruise line will act accordingly.

How long will the panel be working on addressing new challenges?

The timeline of the panel and their work seems to indicate they will be around for a while to troubleshoot issues as they appear.

The initial contract that the panel members signed is for two years, and the expert panel will work together as long as necessary.

After the fleets return to service, Gov. Leavitt and Dr. Gottlieb will continue to assist the companies in evolving their approaches as new insights emerge. Royal Caribbean will continue to evolve protocols and standards as appropriate.

How much of an increase will there be to onboard medical teams?

In order to properly implement these new protocols, as well as properly tackle any onboard situations, an enhanced medical presence onboard cruise ships could be part of the plan.

Royal Caribbean is evaluating numerous options to increase resources in terms of both personnel and equipment for the onboard medical centers.

The addition of new or enhanced protocols could result in the need to hire additional crew, including crew members with specialized expertise and training. This will depend on the final protocols and what will be needed to implement them.

Will we need to wear masks on a cruise?

Perhaps no single topic is of higher interest in the short-term than if guests will have to wear masks during a cruise, and there is no clear answer yet.

Royal Caribbean wants to deliver the same core guest experience that makes cruising so popular, but with an adapted format.

"With the gradual reopening of other leisure experiences, consumers are having to adapt to the new normal and cruising will be no different."

Once the panel makes their recommendations, we will know if masks will be part of the overall approach.

Disinfection protocols

It is very likely we will see new means of which to sanitize the ship, based on comments from various Royal Caribbean executives.

Enhanced sanitization and disinfection protocols, upgraded air filtration, social distancing, reduced occupancy, and changes to dining and other initiatives are just some of the proposed changes onboard.

The use of technology is going to play a key role, such as UV light.

Fate of the buffet

There has been quite a lot of discussion related to if there will be a buffet still on cruise ships once they resume sailings, and it looks like the buffet will remain, albeit with some changes.

While the Windjammer buffet will be there, how it operates is still up in the air. Royal Caribbean has worked through a few different scenarios, from employee service to individual portions to individual tongs for self-service, to finger koozies that you can pick up hot dishes with that can be washed and sanitized.

Thus far guests should expect the Windjammer to remain, but with some different service steps to ensure healthy service.

The crew

Just like guests, keeping crew members safe is going to be part of the Healthy Sail Panel's recommendations.

Royal Caribbean will take additional measures to ensure the protection of their crew, so expect new protocols to be part of the overall new plan.

Happy Sunday! We hope you are having a great weekend! Now it’s time to sit back, relax, and catch up on all the Royal Caribbean news from the week!

Cruisers were happy to hear this week that Royal Caribbean has reimagined the muster drill with a new electronic version.

Dubbed "Muster 2.0", this new safety drill approach will not only promote social distancing, but will also make the safety drill process a heck of a lot more convenient for guests.

Instead of standing in line at the muster station to listen for instructions, guests will be able to do much of the drill from their mobile device or stateroom television, and then simply report to their muster station to complete the process.

Royal Caribbean News

• The ability to cancel cruises with no penalty, as well as Lift & Shift, has been extended.
• Richard Fain commented the situation in the United States is "embarassing" compared to the rest of the world.
• The CDC wants feedback from the public on how cruises should restart.
• Top 10 questions about the new Muster 2.0 process.
• CLIA wants cruise lines to work closer with CDC to resume cruises.
• The Bahamas announced it has closed its borders to cruise ships.
• Refunds are flowing quite quickly now for guests with cancelled cruises.
• We looked back on the significant role Sovereign of the Seas played in changing the cruise industry.
• Here are some top things that are totally worth paying extra for on a cruise.
• Families can play a video game at home, directly ported from Adventure Ocean.
• Which is the best Royal Caribbean cruise ship?
• Ever wondered why the CDC regulates cruise ships?

Royal Caribbean Blog Podcast

The 364th episode of the Royal Caribbean Blog Podcast is now available, where Steve shares a story about his big win(s) in Casino Royale.

Anytime you go to the casino, you dream of winning it big, but it rarely happens. This week, Steve shares how he won three different jackpots on one cruise!

Please feel free to subscribe via iTunes or RSS, and head over to rate and review the podcast on iTunes if you can! We’d appreciate it.

New RCB Video: 50 Royal Caribbean tips you should know in 10 minutes

Have you subscribed to the Royal Caribbean Blog YouTube Channel? We share some great videos there regularly, all about taking a Royal Caribbean cruise! This week, we are sharing our latest video — 50 Royal Caribbean tips you should know in 10 minutes — and don’t forget to subscribe here.

What needs to happen before cruises can start again

The big question on everyone's mind is when will cruises actually start again, but first a few things need to happen first.

While the answer is nobody knows when it may happen, there are some important steps that need to occur first in order for Royal Caribbean and other lines to start up again.

The general public is not privy to every single step that may need to occur, but there are some big tasks remaining in the way of cruise ships welcoming guests back onboard.

Did you hear Royal Caribbean completely changed the muster drill by going with a new electronic safety drill?

Royal Caribbean unveiled its Muster 2.0 innovation that will allow guests to conduct the muster drill on their own via mobile devices instead of standing in a line at the muster station.

With a fundamental change this significant, there are a few questions about how it will all work, and here are the answers to the most common questions cruisers have been asking since the big announcement.

What is the difference between Muster 2.0 and the old muster drill?

In the traditional muster drill, guests would have to report to their muster station and stand in large groups prior to the ship departing.

With Muster 2.0, guests: 

• are provided with an efficient, convenient way to complete the required safety drill
• receive the information in a more individual setting using personal mobile devices or the interactive stateroom TV
• have the flexibility to complete the safety drill at their own leisure in a four-hour window of time, before the ship departs.

How does Muster 2.0 work?

There are four basic steps to how eMuster will function:

1. Review safety information in the mobile app or interactive stateroom TV, and acknowledge completion
2. Visit assigned assembly station and scan in using your stateroom key
3. At the assembly station, a crew member will verify the safety information was completed and be available to answer questions individually
4. Listen to the emergency signal in the mobile app or interactive TV, and when the captain demonstrates the signal before the ship sets sail

You will not need internet access in order to access Muster 2.0. The mobile app uses the ship’s WIFI without the purchase of an internet package.

What if I don't have a mobile device?

You do not need to have a mobile device, as you can complete Muster 2.0 using their interactive stateroom TV.

How will Royal Caribbean know if a guest has not completed the muster drill?

Both the mobile app and interactive stateroom TVs integrate with ship systems that monitor completion of the drill.

If a guest does not complete the muster drill, the guest will be contacted by a ship officer and asked to complete the safety drill. If they do not comply, they will be asked to disembark the ship.

Will children be required to complete Muster 2.0?

Yes, guests of all ages are required to complete Muster 2.0 to ensure the safety and well-being of everyone on board.

Are there multiple blocks of time to complete Muster 2.0 or does everyone have the same window of time?

Guests will be able to review the information at their own time, at any point from the time they arrive on board until sail away, eliminating the need for the traditional large group assemblies.

With Muster 2.0, everyone will have a four-hour window to complete the drill checklist via the mobile app or their interactive stateroom television. 

Is Muster 2.0 be available on all Royal Caribbean ships?

Yes, Muster 2.0 is be available on all Royal Caribbean International ships.

It will also be available on sister brands of Celebrity Cruises and Azamara ships, excluding Celebrity Cruises’ Galapagos-based ships — Celebrity Flora, Celebrity Expedition and Celebrity Exploration.

Guests mustering on their own may take elevators to their muster station, how do you ensure they know how to arrive to their station via safe pathways in case of an emergency?

Royal Caribbean Group ships equipped with the mobile app will have dynamic walking maps directing guests to their assembly stations using the safest pathways.

How will I know when I can start doing Muster 2.0 once onboard?

Guests will receive notifications/reminders from crew and electronically to ensure they have completed the safety drill before the window of time has closed.

What is the difference between Muster 2.0 and eMuster?

Royal Caribbean says Muster 2.0 is the overall brand for the new approach to the guest safety drill, whereas eMuster is the name of the technology behind the scenes that enables guests to receive the safety information individually via their mobile devices and interactive stateroom TVs. 

Other questions

Do you still have a question about how Muster 2.0 will work? Share your concerns and inquiries in the comments!

The U.S. Centers for Disease Control and Prevention (CDC) wants to hear from people and organizations comments and questions about cruise lines resuming passenger operations.

The Federal organization has filed a new opportunity for the public to comment and submit questions that the CDC will use in formulating a new policy for cruise ships.

The Centers for Disease Control and Prevention (CDC), a component of the U.S. Department of Health and Human Services (HHS), announces a Request for Information related to cruise ship planning and infrastructure, resumption of passenger operations, and additional summary questions. This information may be used to inform future public health guidance and preventative measures relating to travel on cruise ships.

The CDC recently extended its "No Sail" order through the end of September, and it now requests comments from the public that will be used to inform future public health guidance and preventative measures relating to travel on cruise ships.

Specific questions

The CDC wants public participation specifically on the following topics:

1. Given the challenges of eliminating COVID-19 on board cruise ships while operating with reduced crew on board during the period of the April 15, 2020 No Sail Order Extension, what methods, strategies, and practices should cruise ship operators implement to prevent COVID-19 transmission when operating with passengers?

2. How should cruise ship operators bolster their internal public health programs with public health experts and invest in a robust public health infrastructure to ensure compliance with measures to detect, prevent, and control the spread of COVID-19?

3. How should cruise ship operators ensure internal public health programs Start Printed Page 44084are involved in all levels of decision-making processes relating to passenger and crew operations, crew welfare and mental health, occupational health, food safety, potable and recreational water safety, outbreak prevention and management response, and illness surveillance?

4. What is the feasibility of conducting COVID-19 diagnostic testing using FDA-approved or authorized laboratory tests on board a cruise ship?

a. Should specimens be tested on board or should specimens be collected on board for commercial testing onshore?

b. How frequently should cruise ship operators test all passengers and crew?

c. What would be the anticipated financial cost of testing all passengers and crew?

5. Because reports of illness may lead to restrictions on crew activities, how should cruise ship operators encourage crew members to report mild symptoms of COVID-like illness to medical personnel?

a. How should cruise ship operators encourage medical personnel to report these cases to CDC?

6. What should be the medical capacity to manage an outbreak or a severe case of COVID-19 on board the ship?

a. What arrangements should cruise ship operators have with private companies to transport and obtain medical care shoreside for passengers and crew with severe COVID-19?

7. What pre-arrangements should be made to ensure that all U.S. seaport communities will accept a returning ship after a COVID-19 outbreak is identified?

8. What plans should cruise ship operators have for operationalizing shoreside quarantine facilities in the event of a COVID-19 outbreak on board a ship, without exposing the public and without relying on Federal, State, or local resources?

9. Due to obstacles with commercial travel thus far, what pre-arrangements should cruise ship operators make with the airline industry to accept crew and passengers from ships not affected by COVID-19?

10. How should cruise ship operators address specific country travel restrictions that emerge as COVID-19 activity increases in geographical areas, such as

a. border closures preventing passengers and crew from repatriating?

b. seaport closures preventing porting of ships?

c. embarking passengers originating from countries with heightened COVID-19 activity?

11. What measures should cruise ship operators be required to take to reduce the burden on U.S. government resources if foreign seaports deny cruise ships the ability to come into port during a voyage?

12. Given difficulties cruise ship operators have experienced when repatriating crew via non-commercial transportation, what preparations should the industry make to repatriate passengers or crew via non-commercial transportation after COVID-19 is identified on board?

13. What innovations should cruise ship operators develop to reduce transmission of COVID-19 on board ships and how would these innovations be effective?

14. Should cruise ship operators implement other interventions to decrease or prevent the spread of COVID-19 on board ships?

15. What evidence of efficacy or other rationale exists for any public health interventions that cruise ship operators propose to take on board ships?

16. What steps should cruise ship operators take to prevent the introduction of COVID-19 onto ships after resuming passenger operations?

a. Should cruise ship operators deny boarding to passengers with COVID-like illness or confirmed infection with COVID-19?

b. Should cruise ship operators deny boarding to passengers with known exposure to a person with COVID-19 during the previous 14 days?

c. What methods should cruise ship operators use to screen for exposures and detect COVID-like illness in passengers seeking to board the ship?

d. Should cruise ship operators deny boarding to passengers coming from COVID-19 high-incidence geographic areas?

e. How should cruise ship operators manage embarking crew with COVID-like illness, known exposure, or coming from high-incidence geographic areas after resuming passenger operations?

f. Should cruise ship operators test passengers and crew pre-boarding? If yes, what should the testing protocol be?

g. Should cruise ship operators transport and house passengers and crew denied boarding at the seaport to avoid exposing the public?

17. Should cruise ship operators plan to reduce passenger and crew loads to decrease the risk of transmission on board the ship?

a. To what extent and for how long should cruise ship operators reduce passenger capacity?

b. To what extent might reducing passenger capacity affect the economic viability of cruise lines?

c. Should cruise ship operators be required to provide scientific evidence that reducing passenger capacity will prevent transmission on board?

18. Should cruise ship operators decrease the length of voyages and, if so, by how much?

a. How would decreasing the length of voyages affect the transmission of COVID-19 on board the ship and in U.S. communities?

b. Should cruise ship operators be required to provide scientific evidence that reducing length of voyages would decrease the risk of further introduction of COVID-19 to U.S. communities?

19. Should cruise ship operators limit shore excursions?

a. What precautions should cruise ship operators take during shore excursions to prevent passengers and crew from being exposed to COVID-19?

b. During shore excursions, how should cruise ship operators prevent transmission of COVID-19 into land-based communities?

20. Should cruise ship operators restrict the number of persons per room (e.g., maximum capacity of 2 adults per cabin)?

a. Should cruise ship operators be required to provide single-occupancy rooms with private bathrooms for crew after resuming passenger operations?

21. What mental health services should cruise ship operators provide to crew and passengers during quarantine or isolation?

22. What precautions should the cruise line industry take to safely disembark passengers and crew without transmitting COVID-19 into local seaport communities?

23. Should the cruise line industry immediately cancel cruise voyages if COVID-19 cases are identified on board or after disembarkation?

24. Because of the economic costs associated with cruising, some cruise ship passengers may be reluctant to cancel travel plans if they become ill or are exposed to COVID-19 or may try to hide symptoms of illness. Should cruise ship operators fully refund or provide incentives to passengers that:

a. Are denied boarding due to COVID-like illness symptoms, confirmed infection, or known exposure?

b. are denied boarding due to coming from high-incidence geographic areas?

c. request last-minute cancellations due to COVID-19 concerns?

25. Due to the costs associated with seeking medical care on board, and the likelihood that sick passengers will be isolated and their travel companions quarantined for the remainder of their voyage, how should cruise ship operators encourage passengers to notify the medical center when they experience COVID-19 symptoms?

26. How should cruise ship operators decrease or eliminate the risk for COVID-19 transmission for both passengers and crew in the following group settings?

a. Embarkation and disembarkation?

b. Safety drills and trainings?

c. Dining?

d. Onboard entertainment events?

e. Shore excursions?

27. What benefits can be expected in terms of averted deaths and illnesses and how does this compare to the expected financial costs of the above measures?

28. Should cruise ship operators be required to designate a responsible company official who will accept legal responsibility for failure to implement measures to protect public health?

How to submit comments or questions to the CDC

You may submit comments, identified by Docket No. CDC-2020-0087 by any of the following methods listed below.

• Federal eRulemaking Portal: https://www.regulations.gov. Follow the instructions for submitting comments.
• Mail: Maritime Unit, Centers for Disease Control and Prevention, 1600 Clifton Road NE, MS V18-2, Atlanta, GA 30329.

CDC does not accept comment by email.

Written comments must be received on or before September 21, 2020.

Royal Caribbean announced a new way for guests to conduct the cruise ship safety drill by digital app, which will help with promoting social distancing onboard.

Known as Muster 2.0, the cruise line revealed its plans on Friday to implement a new way to conduct the mandatory guests safety drill, known as the muster drill. 

The rollout of these reimagined safety drills will debut in Germany this week on board Royal Caribbean Group’s joint venture, TUI Cruises GmbH, and continue in Royal Caribbean Group’s return to service. 

In order to comply with maritime law, passengers on an ocean-going vessel must be aware of what to do for a response to an emergency condition onboard.

How it works

With Muster 2.0, the new tech will be used to help provide the information to guests via their mobile devices and interactive stateroom TVs.

Travelers will be able to review the information at their own time prior to setting sail, eliminating the need for the traditional large group assemblies. 

After reviewing safety information individually, guests will complete the drill by visiting their assigned assembly station, where a crew member will verify that all steps have been completed and answer questions. Each of the steps will need to be completed prior to the ship’s departure, as required by international maritime law.

One on the cruise ship, guests have a set time (indicated by a timer in the app) during which muster drill must be completed by all of the passengers and, in response, a message is transmitted to each mobile device that the muster drill has commenced.

As well, subsequent to a lapsing of the timer, a listing is displayed of any passenger not recorded as having completed the muster drill.

Muster 2.0 was first tested on Royal Caribbean’s Symphony of the Seas in January 2020. Guests who took part in the mock process indicated a strong preference for the new approach and also reported better comprehension and retention of the safety information.

Solving a problem

For many cruise passengers, the muster drill is viewed as a necessary annoyance.

Traditionally, in the context of a passenger cruise ship, a muster drill is performed at the beginning of the cruise before the cruise ship departs or shortly thereafter. During the muster drill, each individual passenger reports to an assigned muster station—a specific location on the vessel. A crew member then confirms the presence of each passenger expected to be present at the specific location during the muster drill so that all passengers may be accounted for in the event of an actual emergency and a resultant actual muster.

Further, the muster drill can be confusing for some—particularly the elderly and children—both of whom often require additional assistance locating and moving towards assigned muster stations.

For crew members, trying to perform the drill with thousands of guests may create unnecessary confusion or missed opportunities to educate and inform, in light of the ultimate goal.

Moreover, an electronic muster drill would potentially allow guests to conduct the safety drill at their leisure during the first day, and while maintaining proper social distancing. 

The inventor of Muster 2.0 is Royal Caribbean's Senior Vice President of Entertainment, Nick Weir, who is listed as the inventor on the patent with the U.S. Patent and Trademark Office.

Royal Caribbean applied for a patent on the concept in September 2019, and the application was granted on March 3, 2020.

An innovation for everyone

Despite Muster 2.0 being a proprietary invention of Royal Caribbean is offering to license the patented technology to interested cruise operators and will waive patent license fees during the time the world and industry battle the global pandemic.

Patent licenses have already been granted to the company’s joint venture, TUI Cruises GmbH, as well as Norwegian Cruise Line Holdings Ltd., the parent company of Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises.

Royal Caribbean launched a new app for kids based on a game kids could play onboard its cruise ships in Adventure Ocean.

The Treasure of Barnacle Briggs is a new game available on Apple's App Store that offers kids an interactive quest and is free to download.

The concept was originally created for Adventure Ocean on Royal Caribbean's cruise ships by a company named Firstborn, and it launched as part of the Royal Amplifications of Oasis of the Seas and Freedom of the Seas.

The game is an adaptation of what kids would find on the ships, and gives kids the choice of four mysterious islands that together present immersive, imaginative stories and adventures that your family can play through together. 

Firstborn technical director, Drew Dahlman, describes the game, "The benefit of the narrative is we’re building a whole universe that really brings players in."

Each of the mystical islands features its own set of challenges that takes the user on a journey to retrieve coveted keys that will unlock Barnacle Briggs’ hidden treasure. 

The game features stunning visuals, this interactive quest brings players a mind-bending maze, a formidable foe, tricky turns on tracks that test reaction time and a wild ride down slippery slopes.

Whether kids, parents or Diamond Plus guests play the game, they will find a game inspired by classic video games that put your reaction time and precision to the test.

• On Maze Island, players must dodge boulders in a twisting labyrinth
• On Gold Mine Island you must leap across gaps in the track
• On Blizzard Island you can maneuver a toboggan through every peak and valley in a race down the slopes

On top of it all, Royal Caribbean included a mischievous animal adversary based on feedback from kids.  On Octopus Island, you will find an eight-legged foe who throws barrels, crates and sticky starfish that players must avoid by tapping their quick reflexes.

The interactive digital experience was first a success at sea. “When we saw how well the games were received on board Oasis of the Seas—people were congregating around the large screens at Adventure Ocean to check it out—we knew we needed to introduce Barnacle Briggs to the world in some way,” said Lauren Berman, senior manager for product development at Royal Caribbean.

You can download the game from Apple's App Store.

Royal Caribbean Chairman and CEO Richard Fain posted a new video update on the 4 month anniversary of when the cruise line suspended sailing due to the current global health crisis.

Mr. Fain began the video update with a look at the current impact of COVID-19 in the United States, citing a growing trend of new cases and consequently, new restrictions aimed at curbing the spread.

He then contrasted this trend with what is happening in Europe and Asia, where things are trending in a very positive manner, and cases are dropping and flare ups are quickly identified.

"As an American, this is incredibly embarrassing. There's simply no excuse for the United States to do worse than almost all the other developed countries in the world. And yet chart after chart shows that's just what's happening."

"In America, we pride ourselves on our individualism. But taken too far, individualism can begin to look a lot like selfishness. We should be angry that so many people are ignoring the simple fact that by exposing themselves to others, they are helping the spread of the disease."

Mr. Fain discussed how much progress scientists have made in better understanding the virus, and identified two key areas that stand out.

The first fact is that the main source of becoming infected is by breathing in air droplets from someone else's air. 

The other is that it takes more than a trivial amount of contact to spread it from person to person. Namely, you have to be closer than 6 feet apart for more than 15 minutes.

Mr. Fain feels these two facts are key to understanding the problem, and identifying a solution.

"If we all do what they tell us, if we all take the steps to wear a face covering and to keep separated by at least six feet, it won't take long to bring this disease under control."

"Frustrated, but optimistic"

While Mr. Fain spent the first half of the video lamenting the lack of progress in the United States addressing the root causes of the spread of the virus, he remains optimistic that it is still easy to fix things.

"It's clear that we don't have to go into hibernation to constrain the spread. We just need to follow a few simple practical restrictions for a short period of time to bring the numbers low enough that we can all feel comfortable again."

Healthy Sail Panel Update

The Healthy Sail Panel, which is tasked with creating new policies for Royal Caribbean to keep crew and guests safe once they resume sailings, has been at work as a team for over a month now.

Mr. Fain professed pride in the work this panel is doing to come up with practical rules and suggestions on how to make cruising safer.

"They're really going into depth on every topic, whether it is the air conditioning system or the practicalities of social distancing, or even the utensils used in a buffet setting."

"Our objective is not only to meet the minimum safety requirements, but to actually make the ship safer than the communities where our guests come from."

Mr. Fain reiterated that Royal Caribbean will not resume sailings until the cruise line and government authorities, "are satisfied that we can do so with all of the appropriate protocols in place."

In Germany, TUI Cruises will restart cruising on Friday because of the incredibly low rate of the virus there combined with extremely effective protocols, which Mr. Fain feels is a good sign that cruising has a future.

"Just as daffodils that are important sign of spring, I hope this small start in Germany bodes well for our future resumption. It won't be immediate, but it is coming."

In short, Mr. Fain concluded that these bad times will pass, and when it does, Royal Caribbean will be ready.

Following up on Royal Caribbean's commitment to process guest refunds for cancelled cruises significantly faster, they announced today they have not only cut down the amount of time guests must wait for a refund, but the super long waits are also nearly gone.

Vicki Freed, Royal Caribbean's Senior Vice President, Sales, Trade Support and Service, proudly informed travel agents on her weekly webinar that there are just 100 reservations left that are waiting more than 30 days for a refund.

"We're pretty much caught up to date. We have about a hundred bookings that are still over the 30 day mark that we have not refunded," Ms Freed said. 

Just last week, Ms. Freed said there were about 1,000 bookings that are still over 30 days waiting for a refund. While she said they aimed to process them all by this past Sunday, they have been able to process nearly every single one.

Currently, Royal Caribbean is averaging about 23 days to process a new refund request

If any travel agent has a client who is waiting more than 30 days for a refund at this point, she asked the agent to personally contact her via email to get a resolution immediately.

Moreover, Ms. Freed added that phone call wait times are significantly down, which means no more crazy long phone hold times.

"And by the way, with the exception of groups and service, the phone lines are pretty much under control and even groups of service, maybe the wait time is 15 to 20 minutes."

Getting refunds processed quicker has been a high priority for Royal Caribbean, which was inundated with refund requests following wave after wave of cruise cancellations due to the global health crisis.

The growing pool of refunds waiting to be processed became a black eye for the company, and they quickly made knocking those numbers down a top priority.

A combination of introducing new self-service tools, along with hiring back laid off workers, have contributed to greatly reducing the processing times.

Royal Caribbean informed travel partners on Wednesday they have extended its popular Cruise with Confidence policy by another two months.

Cruise with Confidence now allows cancellations up to 48-hours prior to sailing, in exchange for a 100% Future Cruise Credit (FCC) on sailings through April 2022 for bookings made on or before September 30, 2020.

There is no change to the policy parameters, which was originally announced on March 6, 2020 in an effort to give consumer a higher level of trust that they could change their mind later if they do not want to cruise.

Under the program, should you change your mind about a booked sailing, Cruise with Confidence offers the flexibility to cancel up to 48-hours prior to the sail date in exchange for a 100% Future Cruise Credit.

Cruise with Confidence is applicable to guests booked on-or-before September 30, 2020 on sailings departing through April 2022 (all open deployment as of July 22, 2020).

Ordinarily, guests would incur a penalty for canceling a sailing beyond the final payment date, which is typically 90 days before a sailing commences. Cruise with Confidence provides a great deal more flexibility to change minds with no penalty.

In addition to Cruise with Confidence, guests can still take advantage of "Best Price Guarantee" and "Lift and Shift."

• Best Price Guarantee: Guests can choose to change the price and promotional offer on their reservation up to 48 hours before their cruise.
• Lift and Shift: This option is ideal for those guests wishing to move their vacation plans to next year. Eligible between now and September 30, 2020, guests can protect their original cruise fare and promotional offering by shifting to a future sailing on the same itinerary type, sailing length, stateroom category, and within the same 4-week period of their original cruise date same-time-next-year.

“Guests are reacting positively to our Cruise with Confidence policy,” says Royal Caribbean Group chairman and CEO Richard Fain, “because it enables them to make informed decisions and to better manage complicated travel plans during this unprecedented time of uncertainty.”

Currently, Royal Caribbean has cancelled all of its sailings through September 30th, 2020.

Helpful resources:

• Royal Caribbean Cancellations
• Royal Caribbean Future Cruise Credit: What you need to know
• Top 10 Royal Caribbean Lift and Shift questions
• How Royal Caribbean will let you take advantage of a price drop up until 48 hours before your cruise