GLG Network Survey: Cruise Travel Operators III

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GLG interviewed 70 cruise travel agents across Europe who discussed the outlook of the industry following COVID-19 and the implications going forward.

What will you learn from this survey?

  • 70 cruise travel agents shared their views on the current outlook and booking situation since the impact of COVID-19, revisiting the first wave from September 2020 and second wave from April 2021.
  • The survey explored current customer concerns and how they will change the types of cruises that are in demand.
  • It also investigated the impact of COVID-19 on future trends and experts’ projections for cruise safety and adaptability.

Examples of findings:

  • In this third wave, operators report the age range of their customers has shifted towards the younger segment. 30% of customers are reported to be from the 25-34 age group, a significant increase from 11% in the previous survey.
  • Vendors are considering offering additional benefits to customers such as travel vouchers (53%) and loyalty points (47%) to restimulate bookings.
  • Respondents evaluated which cruises are attracting the most customer interest at the moment, with river cruises appearing the most at 50%, followed by “round the world” cruising (39%).


The GLG Surveys team drafted the questionnaire with the support of GLG Network Member, David Noyes, former CEO of Carnival UK until January of 2018.

  • 1 x Individual responses (“raw data”) in Excel.
  • 1 x PPT report with aggregated data.
  • Executive summary with key takeaways and highlights from the raw data.


  • Compared with previous years, please estimate the level of sales enquiries you are receiving for 2022 cruise holidays?
  • Given the impact of Covid-19, how concerned do you believe your customers feel about cruising?
  • What additional health checks and medical support do your customers expect to see when they cruise in the future?
  • Given the impact of Covid-19, do you believe your customers expect the cruise operators to be offering discounts?
  • When discussing cruises with your customers following Covid-19, have their priorities changed when discussing these aspects of the cruise?
  • Which of these brands do you believe are most equipped to handle situations of disease/infection outbreaks compared to before?
  • What percentage, if any, of your customers who are regular cruisers have booked an alternative type of holiday for 2021?
  • Concerning the amount your customers are considering spending on their whole holiday, what would be the average amount?


This survey is available to subscribers of the Consumer Goods and Services (CGS) sector (Limited subscriptions and above). This offer includes the raw data file and a high-level presentation through PowerPoint. Please contact your GLG representative for details on your firm’s access.

Request other available and upcoming Network Surveys within the sector: 

  • Tour OperatorsNew!
    • 50 senior executives working within the tour operators space discussed the outlook of the industry following COVID-19 and the implications going forward. The survey also provided an evaluation on the perceived hardiness of various operators such as TUI and ClubMed.
    • Questionnaire was drafted by Stuart McLeod, former MD and founder of Zenith Holidays.
  • US UniversitiesNew!
    • 50 deans and senior leadership professionals working in universities across the US commented on the intake volume for the upcoming terms as well as their budgeting plans for food service providers such as Aramark, Sodexo, Compass and Elior, and educational resource publishers such as Pearson Education, Macmillan Learning, McGraw-Hill Education, HarperCollins Publishers and Simon & Schuster.
    • Questionnaire was drafted by Carol Mandel, Distinguished Presidential Fellow with the Council on Library and Information Resources in Washington DC.
  • GLG Tracker: UK Gym Operators III New!
    • Third survey to follow the first wave conducted in August 2020 and second wave in March 2021. Revisiting the impact of COVID-19 on the UK gym industry. 50 UK gym owners provided insight on the impact of COVID-19 on their business.
    • Questionnaire was drafted by Stuart Broster, former CEO of Anytime Fitness.
  • UK Rail
    • Following the William-Shapps review, GLG interviewed 30 senior executives within the UK rail space on the expected changes on the industry following the creation of GBR. The survey discussed the future of British railway and the impact this may have on booking apps such as Trainline going forward.
    • Questionnaire was drafted by Nigel Harris, Managing Director at The Railway Consultancy Ltd.



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By downloading this document and/or participating in the Network Survey, you understand and agree that the information and material provided by GLG, including survey results and survey proposal information, is provided for your own insight and informational purposes only. You further acknowledge and agree that this is a Network Survey for multiple GLG clients, and the results will be provided to all GLG clients that agree to participate in the Network Survey and GLG clients that agree to purchase the Survey results in the future. All survey results do not constitute investment advice or a recommendation. In using this Survey, you agree to hold Gerson Lehrman Group and the Survey respondents harmless and free of all liability as a result of your use of this Network Survey, other than liability resulting from the gross negligence or wilful misconduct of the protected party. You otherwise agree to be bound by Gerson Lehrman Group’s Usage Policies in your interactions with Gerson Lehrman Group and your receipt of services. These Survey results are for are for client’s own use and client shall not redistribute, disseminate, publish, or display the same, in whole or in part, to any third parties or publicly without the prior written permission of Gerson Lehrman Group, except explicitly set forth in your agreement with GLG. This survey will be double-blinded to both client and respondent. GLG reserves the right to restrict the number of clients that can pre-commit access. These Network Surveys are priced outside of standard GLG subscriptions but at a substantially reduced price to commissioning a fully proprietary GLG Network Survey. Upon finding these terms acceptable, please send an affirmative confirmation via email, which GLG will file in its records. Once confirmed, please note that the Client’s agreement to purchase the Network Survey is a legally binding and irrevocable commitment. If the survey is not included within your subscription, GLG will invoice Client for the fees due for the Network Survey. Please note that some respondents may not be Network Members, and the Terms and Conditions of Network Membership would not apply to such respondents and detailed records for them will not be available aside from the information that GLG captures in the Network Survey.

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