b'THE OFFICIAL PUBLICATION OF THE PASSENGER VESSEL ASSOCIATIONPRESIDENT NOVEMBER 2020 Customer Service VOLUME 19, NUMBER 10Colleen Stephens, Stan Stephens Glacierand Wildlife Cruises, Valdez, AKVICE PRESIDENTBob Bijur, Island Queen Cruises, Miami, FLSECRETARY/TREASURER FEATURESJim Swindler, Golden Gate Bridge, Highway and Transportation District, San Francisco, CA 6 Casco Bay Lines Focuses on BOARD MEMBERS Customers During PandemicBen Bernstein, BB Riverboats, Newport, KY Whats it like to operate a ferry during a Richard Davison, Paradise Cruise Ltd., Honolulu, HIJed Dixon, North Carolina Department of pandemic for people reliant on the service? TransportationFerry Division, Manns Harbor, NC Hank Berg explains the special care its been Steve Jones, Gateway Clipper Fleet, Pittsburgh, PA taking to offer safe and healthy transportation John Lake, Hornblower, Alexandria, VA for island residents. Patrick Murphy, Blue and Gold Fleet,San Francisco, CA Challenges of Operating in Alison Nolan, Boston Harbor Cruises, Boston, MA 10Hoyt Purinton, Washington Island Ferry Line, Tumultuous TimesWashington Island, WI This has been a challenging year for passengerCOLUMNSASSOCIATE MEMBER REPRESENTATIVE vessel operators. Along with COVID-19, some Rob McMahon, Pinnacle Marine Corporation,operators have faced widespread civil unrest in4 Presidents LetterStoddard, WI their communities. What should businesses do7 Executive Directors LetterPVA PAST PRESIDENTS in these unusual situations? 26 Regulatory ReportBob Lawler, Boston Harbor Cruises, Boston, MAGus Gaspardo, Padelford Packet Boat Company, 28 Legislative ReportSt. Paul, MN 14 Facing Facts: Masks on30 How PVA Benefits YouJeff Whitaker, Altamont, NYPassenger VesselsEXECUTIVE DIRECTOR For months, vessel operators have faced32 Safety MattersJohn R. Groundwater backlash from some passengers who refuse to35 PVA Safety AwardsLEGISLATIVE DIRECTOR wear masks on their vessels. What recourse do36 Coast Guard ReportEdmund Welch operators have in these situations? 40 NewswireREGULATORY AFFAIRS CONSULTANT 42 Member NewsPeter Lauridsen 20 Marketing Trends and Tips DIRECTOR OF FINANCE We Have Found Successful in46 Advertisers IndexLeslie Kagarise these Trying TimesDIRECTOR, PUBLIC AFFAIRS If your business has been hard hit, Liz Diedrich AND DEVELOPMENTJennifer Wilk and Mike Fogg offer tried and true marketing tips to get things moving in the right direction.DIRECTOR OF REGULATORY AFFAIRSAND RISK MANAGEMENTEric Christensen 25 License Insurance: What Is GENERAL COUNSEL It and Who Does it Benefit?Steven Bers, Whiteford, Taylor and Preston Randy ONeill explains why license EDITORIAL OFFICESManaging Editor: Karen Rainboltinsurance may be a good idea for you. pvafoghorn@aol.comABOUT THE COVER 2771 Houston Dr., Los Osos, CA 93402 TEL: (571) 388-7752 Casco Bay Lines is a ferry system in Portland CONTRIBUTING EDITOR: Maine providing essential service to several island Richard Purinton: richard@wisferry.comcommunities.Story, page 8.Photo courtesy of Washington Island Ferry Line, Washington Island, WI Corey Templeton Photography, Portland, Maine.CREATIVE DIRECTION & DESIGNAmy Wilkamymarie.wilk@gmail.com FOGHORN is published monthly except combined January/February by the Passenger Vessel Association (PVA), 103 Oronoco Street, Suite 200 Alexandria, VA 22314. Send address changes to FOGHORN at pvainfo@passengervessel.com.Copyright 2020 by the Passenger Vessel Association. All rights reserved. No part of this publication may be reproduced without the written consent of the Passenger Vessel Association.PASSENGER VESSEL ASSOCIATIONPVAINFO@PASSENGERVESSEL.COMPHONE: (703) 518-5005 FAX: (703) 518-5151'