b'OFFICIAL PUBLICATION OF THE PASSENGER VESSEL ASSOCIATIONPRESIDENTNOVEMBER 2022 Customer Service VOL. 21, NO. 10Bob Bijur, Island Queen Cruises, Miami, Fla.VICE PRESIDENT Jim Swindler, Golden Gate Bridge,Highway and Transportation District,San Francisco, Calif.SECRETARY/TREASURERFeaturesPatrick Murphy, Blue and Gold Fleet,San Francisco, Calif. 8Making Waves With Technology:BOARD MEMBERS Ben Bernstein, BB Riverboats, Newport, Ky. How Digital Signage is Enhancing the Passenger Experience Erik Bombard, Catalina Express,San Pedro, Calif. From posting up-to-date travel times to generating revenue through advertising Jed Dixon, North Carolina Department partnerships, digital signage can offer of TransportationFerry Division,Manns Harbor, N.C. numerous ways to expand and augmentan operation. Carol Hill, Dry Tortugas National Park Ferry Key West, Fla.14A Focus on CustomersSteve Jones, Gateway Clipper Fleet, About the Cover Pittsburgh, Pa. Some say that the passenger vessel industryFounded in 1964, the Cape May-Lewes is in the business of creating memories.Ferry vessels have carried more thanJohn Lake, Hornblower, Alexandria, Va. Excellent customer service is step one in45 million passengers and 17 million Sarah Pennington, Classic Harbor Line, crafting an experience that guests will alwaysvehicles across the mouth of the New York, N.Y. remember and want to return to. Delaware Bay. // Photo courtesy of Cape May-Lewes FerryHoyt Purinton, Washington Island Ferry Line,Massachusetts Maritime Academy Washington Island, Wis. 18 Andrew Sargis, Wendella Sightseeing Boats,and PVA: A Synergistic JourneyChicago, Ill. but finding personnel has been a challenge.ColumnsA fully-staffed operation runs like clockwork,ASSOCIATE MEMBER REPRESENTATIVE Rob McMahon, Pinnacle Marine Corporation,Institutions such as Massachusetts Maritime Stoddard, Wis. Academy offer a great resource to discover4Presidents LetterJeff Sherman, mtu America, Novi, Mich. the next generation of crew members.7Executive Directors Letter28 Legislative ReportPVA PAST PRESIDENTSBob Lawler, Boston Harbor Cruises, 22The Importance of Diagnostics 30Safety MattersBoston, Mass. for Correct Maintenance 32Legal Matters Colleen Stephens, Stan Stephens Glacier A vessel running in prime condition is 34Member Newsand Wildlife Cruises, Valdez, Alaska critical to delivering a smooth and enjoyable45Coast Guard ReportEXECUTIVE DIRECTORride for customer satisfaction. From John R. Groundwater preventive care to quickly correcting any46NewswireLEGISLATIVE DIRECTORproblems that arise will limit down time and48Advertisers IndexEdmund Welch keep businesses up and running. REGULATORY AFFAIRS CONSULTANT Peter Lauridsen 262022 Region Meetings This fall saw the return of in-person PVADIRECTOR OF FINANCE Leslie Kagarise Region Meetings, drawing high attendance in every location. See snapshots of a few DIRECTOR OF REGULATORY AFFAIRSAND RISK MANAGEMENThighlights from the meetings. Eric ChristensenGENERAL COUNSEL Steven Bers, Whiteford, Taylor and Preston FOGHORN is published monthly except combined January/February by theEDITORIAL OFFICESPassenger Vessel Association (PVA)103 Oronoco Street, Suite 200, Alexandria, Va., 22314Managing Editor: Sarah FerrettiSend address changes to FOGHORN at pvainfo@passengervessel.com.sarah@passengervessel.comCopyright 2022 by the Passenger Vessel Association. All rights reserved. No part of this571-388-7752 publication may be reproduced without the written consent of the Passenger Vessel Association.PASSENGER VESSEL ASSOCIATION PVAINFO@PASSENGERVESSEL.COMPHONE: 703-518-5005FAX: 703-518-5151'