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.

1. Cruise Industry Debrief
Introduction 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

2. Cruise 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 CEO
Gil Abercrombie
NZTA, Cruise NZ, Ground Handlers
To update
2014

3. ResearchResearch
University of OtagoUniversity of Otago
James Henry
Department of Marketing
• Cruise Research Summer 2013/14

4. The on-shore tour decision
process
James HENRY
Jordan van der Klei

5. Introduction
• Where do passengers search
• When do they search
• When do they book

6. First the search
73% prior to the cruise
- with the cruise company
23% during the cruise

7. Second - Checking you out
30%

8. Third – Making a booking
63%

9. 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

10. Destination ManagementDestination Management
Dunedin City CouncilDunedin City Council
Sophie Barker
Business Development Advisor – Visitor industry
Louise Van de Vlierd
Manager – i-Site Visitor Centre
 Statistics
 Welcome/Visitor Experience
 Industry Communication
 i-Site

11. Season StatisticsSeason Statistics
Passengers Crew Visits Biggest Ship
2011/12 135,000 60,000 84 2670Pas
1115Crew = 3785
2012/13
Actual
163,000
151,000
70,000
65,000
89
85
3114Pas
1181Crew = 4295
4 Cancelled
2013/14
Actual
148,000
134,000
65,000
59,000
85
78
3114Pas
1181Crew = 4295
7 Cancelled

12. Cruise 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!

13. Welcome/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

14. Industry 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

15. i-Site Visitor Centrei-Site Visitor Centre
 Location of marquee i-site
 Booking patterns - spend
 Customer feedback
 National i-SITE trends

16. 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

17. My Role – Journey Manager
•One Network and customer
advocate
•TLA and road user relationships
•Drives operational network
performance improvements

18. 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

19. Other incidents can & will
affect this highway:
•Slips
•Accidents
•Roadworks

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

21. Managing the future
Propose 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!

22. Peter Brown & Neill Cameron
Port Chalmers
• Season review
• Traffic management plan
• Private Operators
• I-Site

23. Feedback Session
 How can we improve for the future?
 Cruise Action Plan and all information
 www.dunedin.govt.nz/cruise-ships