Cruise Resumption Programme
Saga Cruises Ltd - March 2022
I managed a high-profile programme within a leading cruise company to prepare for the safe resumption of cruise operations following the COVID-19 pandemic. With operations suspended by government mandate, the programme focused on planning, coordinating, and implementing the measures required to restart services as soon as approval was granted, balancing regulatory compliance, customer confidence, and operational readiness.
Deliverables
Development of a comprehensive cruise resumption plan covering all operational areas.
Coordination of health and safety protocols in line with government and industry guidance.
Planning for shipboard operations, port logistics, and supply chain readiness.
Stakeholder engagement with regulators, port authorities, and internal leadership teams.
Customer communication strategies to restore trust and confidence in cruising.
Challenges
Uncertainty around government timelines and evolving guidance.
- Addressed by creating multiple scenario-based plans, enabling the business to flex quickly when the green light was given.
Reassuring customers about health and safety in a post-pandemic environment.
- Overcame by working with medical advisors and regulators to embed robust safety protocols and communicating them clearly to customers.
Coordinating readiness across multiple departments and external stakeholders.
- Managed through a centralised programme office, cross-functional working groups, and weekly leadership reviews to ensure alignment.
Restarting operations after a prolonged period of inactivity.
- Delivered through readiness audits, crew retraining programmes, and testing exercises to validate preparedness.
Achievements
Successfully developed and executed a comprehensive programme that enabled cruise operations to restart as soon as regulatory approval was granted.
Established industry-leading health and safety protocols, becoming the first cruise line to be awarded the Lloyds Register Shield+ award for health & hygiene standards, restoring customer and regulator confidence.
Enabled the business to resume operations quickly, minimising financial impact and strengthening market position post-pandemic.
Enhanced cross-functional collaboration and built a scalable framework for responding to future crises.