Report from the LAX Regent Council and visit to the Voyager

Susan, Linda Ken and I spent three days in meetings with Regent and came away with a very positive outlook for the future. Regent is in a perfect storm of computer issues as you all know and this is affecting many aspects of the cruise line. There are also many changes taking place but after these meetings I feel that when we come out of this storm we will have a much improved cruise line.

All the executives were there and panel members and those that gave presentations included Captain Dag, Frank Del Rio, Ken Watson, Mark Conroy, Randall Soy, Alex Sharpe, Michael Day, Victor Gonzalez and Kari Tarnowski. There were also many other key staff members from Regent in attendance.

Key items

Lecturers and entertainment – should be big improvement.
Michael Day has joined Regent from Silversea and is taking over entertainment aspect of Regent. Regent is making a major improvement here. Most cruise lines give lecturers a reduced or free cruise for their services. Regent wants to really improve the quality of the lecturers on board and have increased the budget to pay for quality lecturers and also higher level entertainment. Terry Waite was an incredible speaker scheduled on the world cruise. He was the church envoy who was working to free captives and was kidnapped by Islamic extremists in Beirut in 1987. He was in captivity for four years. If you are on a ship and he is scheduled do not miss his lecture. They are also going to try to advise who the speakers on particular cruises are well ahead of time when possible.

Food Budget
The food budget is also dramatically increased. For example the cost per meal between Latitudes and the new Prime 7 is five times greater for Prime 7. That is substantial. There is a new outside supplier for the food and beverage to the ships and they anticipate this will also greatly improve the delivery and quality of the food on board.

Free Shore Excursion program.
It was emphasized that this program would operate the same as the current excursion program. They had talked to their land suppliers to ensure that they could accommodate additional people in the same way they are now. So no cramped buses filling every seat the excursions will operate as they have always operated. They are very excited about this program and emphasize it will be a full program not just some city tours but the same programs they offer now. By the time they do the 2009 program they should have everything in wonderful shape for the 2010 season.

The brands will remain distinctly separate
Frank Del Rio made a very strong point of emphasizing that the Regent and Oceania brands are and will remain very separate. As he so frankly pointed out he paid a lot more for Regent and would be a very foolish business man if he did not do everything he could to make Regent the most luxurious brand afloat.

$200 Future Cruise Credit for the administrative cancel fee – decided at the meeting
Was a six month time period to use the FCC and this has now been extended to one year.

Crew changes
Regent is now going to hire the crew directly rather than using an agency to secure all their staff. This transition period that has caused some concern for some of the crew who I think have been expressing that concern to passengers and delight from other crew members who feel this will be much better. In the end I think the situation will be better for the crew and Regent will have the cream of the crop. Rest assured Regent management is very aware of how important a happy crew is to the passenger experience.

Computer problems
A lot of time was spent on the computer problems and in reality it is what it is right now. They are working diligently on trying to get things working correctly and it is an incredible task for many reasons that are not really relevant to go into here. Their pain is greater than ours for sure and eventually this will all get sorted out.

2010 pricing and all inclusive
The pricing is simplified with almost everything in one price point that includes the airfare or air credit and port taxes. I like the fact that the product will now be so fully inclusive and includes shore excursions and for those with 21+ nights internet access and some phone time and for those guests at Platinum level, laundry as well. Plus other tier level benefits. You can board a ship leave at the end of your curise and not have a single $$ on your shipboard account.

It is impossible to recap everything but there was a really upbeat attitude and every question was answered honestly and with accountability. As I looked at the incredible talent that Regent management has I have every confidence that they are on the right path and good days are ahead. They were all really on the firing block with many items bought up and the executives responded favorably in my opinion in every instance.

Some of the items discussed
The importance and popularity of trivia, games and tokens
The importance of interaction of the senior staff with the guests
Accountability and communication with guests if things go wrong
Tier Level questions and suggestions for changes.
Pricing and Itineraries
Agent’s had questions and comments about everything you could imagine.

Refurbishment of the Voyager and Mariner
Basically the same changes on both ships. Approximately 20 million per ship. The Mariner now has a brand new pod.

Ken’s pictures from the Voyager

http://ngaire.smugmug.com/gallery/7124066_M2wis#456881459_xERzq

The carpets
Appear to have been replaced throughout the ship with the exception of the show lounge. It may have been changed but it is the same design.

Restaurants have all changed
Prime 7: The décor does not feel like a cruise ship restaurant but an expensive Steak and Seafood house. It is really sensational. Linda ate on the Mariner last night in Prime 7 and was raving about the food.
Signatures: At first I did not like the décor. See the pictures. Amazingly at night it looked quite different in the candlelight so it is now it okay in my book.
Compass Rose: Ah what a shame. It looks SO good with the new chairs. However the chairs are (a) too heavy and (b) too narrow. During out meetings Mark Conroy told us these were not the chairs they ordered and since the original chairs could not be ready in time they had to substitute. They know they don’t work and they are going to replace them eventually.
La Verandah: It looks much nicer now. More subdued and the compass rose chairs have been upholstered and are now in La Verandah. They have added the pizzeria and also a new serving station at the buffet. It looks really nice.

The deck area
New deck chairs, new delightful lounge area with adjoining self serve drink station. A new ice cream station featuring many flavors and lots of toppings.

New coffee bar on the Voyager
Same area as the self serve station was before but expanded. Bar for ordering gourmet coffees and drinks, self service area as well and expanded food options. Very nice I am just worried if there will be enough seating.

Overall Décor
There are new seating areas, tables and signage around the ship. A less cluttered much cleaner look.

Horizon Lounge and Observation Lounge
Also the chairs are different fabric and the Song of Flower model has gone (boo hoo) just a cleaner look. There are some fabrics I am not crazy about but others love, such is the world of design and individual tastes!

Overall
This has made a big difference to the ships. They really have improved dramatically and I am positive that everyone will like the new look.

That is just quick outline of the three days. I think everyone left on a very positive note.

I FORGOT TO MENTION. AFTER DINNER WE WENT TO THE VOYAGER LOUNGE AND THAT WONDERFUL DUO THAT WE HAVE SEEN SO OFTEN WAS THERE. AS SOON AS SHE SAW KEN AND I SHE BROKE INTO "WE ARE FAMILY" I COULD NOT BELIEVE SHE REMEMBERED. SHE TOLD ME SHE HAS NOT PLAYED IT SINCE WE WERE LAST ON THE SHIP. THERE WERE ALSO SO MANY OF MY FAVORITE STAFF ON BOARD, EMILY IS ALWAYS ONE OF OUR FAVORITES WE SAW HER IMMEDIATELY.