NEW YORK —
Then there is the ice skating rink, surfing and other activities.
“The truth is: Most of our guests don’t climb the rock wall. I will admit I have never made it to the top,” Fain says. “But that doesn’t mean it isn’t a wonderful amenity. People get to watch others. I love watching and making fun of my friends trying.”
But none of that works if passengers don’t feel safe.
Royal Caribbean had a fire aboard a ship last year, ending the voyage early. In the first two hours it issued 40 tweets, including one of the damaged area that Fain calls “horrific.”
Fain says the transparency helped the company’s credibility. It’s like an airline pilot giving passengers confidence by explaining maintenance problems.
That shows “whatever the issue is, the pilot knows what it is and the company is doing everything they can to deal with it,” Fain says.
Then there are outbreaks of the highly-contagious norovirus, which gives passengers stomach pain, nausea and diarrhea.
“Last year, 23 million Americans got norovirus on land,” he says, “and a few hundred got it on cruise ships.”
At least on a cruise, you know the source of the virus is on the ship. That’s why Royal Caribbean routinely washes elevator buttons, casino chips, ATMs and TV remotes.
“In this case,” Fain says, “obsession is a good thing.”
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