Customer orientation of cruise destinations in Newfoundland and Labrador, Canada - exploring key issues for ports and the cruise lines

This paper evaluates the customer needs of cruise passengers in a context of industry ports in the province of Newfoundland and Labrador, Canada. The study was conducted for the Cruise Association of Newfoundland and Labrador (CANAL) providing primary data as part of their assessment for their Port Readiness Program. The results are generated from a survey of 34 key decision-makers working in 24 ports in the province. Another survey representing the views of 12 cruise lines operating in these ports was also completed. Findings show that the cruise industry needs to adopt closer co-ordination between ports and cruise companies to advance port readiness as well as to protect and facilitate an understanding of the natural and cultural heritage of the destination to meet the needs and expectations of cruise line passengers to the province.