Queen Mary 2 turnaround operation - Hamburg, Germany

Conference & Touring (C&T), Kuoni’s German DMC, is operating the turnaround operations for all Cunard ships since the Queen Mary 2’s first call to Hamburg in 2005.

During an average call, approximately 1,900 passengers are debarking and embarking the ship. C&T has up to 60 staff on site to assist with luggage, transportation, directions and check-in.  A total of three supervisors are in charge of the operation.

The handling of the turnaround operation has several challenges: the space inside the terminals is limited, with only about 80 people seating capacity, so check-in has to go fast and smoothly. C&T check-in record took place in 2010 with 631 passengers per hour. There is a limited amount of taxis and public transportation available and the Grasbrook Terminal is located at the Hafen City, Europe’s largest construction site. The approach to the terminal may be different from call to call.

All Cunard calls always attract many visitors to Hamburg. There’s always a high amount of people and cars around the terminal disturbing the operations.

"Shore side Operations (Conference and Touring C&T, GMBH) were efficient and very well-organised. They were well prepared at both the check-in process as well as the baggage handling and even the shuttle bus operation run perfectly."
Ruud Hansen, Chief Purser, Queen Mary 2