Cruise Passenger and Crew Survey in the Port of Hamburg 2016

Klaipeda / Lithuania, October 17th - 19th 2018

Birte Pyczak, Project Manager, Hamburg Cruise Net e.V.

at the Green Cruise Port Workshop “Passenger Travel Behavior and Smart Traffic Links with the City and the Region”

Cruise Passenger and Crew Survey in the Port of Hamburg 2016

Birte Pyczak

T a b l e O f C o n t e n t

• Why a survey?

• Hamburg as a cruise destination

• Results of the survey

• Conclusion

• Collecting data

• Clarifying customer needs

• Developing instruments to

meet customer needs

W i t h T h e E y e s O f T h e P a s s e n g e r s

1

• 3 terminals

H a m b u r g A s A C r u i s e D e s t i n a t i o n

• 880.000 passengers

• 220 calls

• 94% tournaround

1

P a s s e n g e r D e m o g r a p h i c s

3

P a s s e n g e r D e m o g r a p h i c s

74% 46-75 y/o

60% female 40% male

79% German

3.4% British

2.2% Italien2.0% Austrian

32% first cruiser

3

T r a v e l D e c i s i o n

Which aspects were

the deciding factors

for the passengers

to book a cruise?

6

T r a v e l D e c i s i o n

0% 20% 40% 60% 80%

Route

Arrival and depature possibilities

Equipement of the sip

Service quality on board

Leisure and entertainment programm on board

Size of the ship

Culinary offer on Board

Language on board

76%

10%

11%

14%

14%

15%

20%

27%

7

Why did the passengers

choose a cruise

starting in Hamburg?

D e c i s i o n F o r H a m b u r g

10

0% 10% 20% 30% 40% 50% 60%

Good programm before/ after teh cruise

Close to residence

Arrival / depature possibilities

Route

13%

2%

52%

15%

11

D e c i s i o n F o r H a m b u r g

A r r i v a l A n d D e p a r t u r e

Which mode of transport

did the passengers

choose to

arrive/departure?

4

A r r i v a l A n d D e p a r t u r e

0% 5% 10% 15% 20% 25% 30% 35%

By foot

Public transport

Taxi

Shuttlebus

Car

2%

5%

18%

22%

29%

5

O p t i m i s a t i o n O f T h e T e r m i n a l s

20

What the passengers

think what has to be

improved at the terminals

No Wifi

(A, HC, SW)

More seats

(A,HC,SW)

Waiting area is

loveless (A, SW) Not enough signage

(A, HC, SW)

Not enough

catering facilities

(A, HC, SW)

Acustic

(HC, SW)

20

O p t i m i s a t i o n O f T h e T e r m i n a l s

No Wifi

(A, HC, SW)

More seats

(A,HC,SW)

Waiting area is

loveless (A, SW) Not enough signage

(A, HC, SW)

Not enough

catering facilities

(A, HC, SW)

Acustic

(HC, SW)

20

O p t i m i s a t i o n O f T h e T e r m i n a l s

E x t e n d e d S t a y I n H a m b u r g

Did the passengers extend

their stay at Hamburg

before or after their cruise?

(@tournaround passengers)

12

extended their stay17%

1.6 nights in average

E x t e n d e d S t a y I n H a m b u r g

13

51%because of sightseeing or

musicals

I m p l i c a t i o n s

16

• A typical persona

• The route most important subject

• Comfort for the arrival

• The sense of well-being is the most important

factor at the terminal

• Hamburg as potential in the range of the

extended stays

Managing Director Project Manager

www.hamburgcruise.net

kreuzfahrten.hamburg @HamburgCC