b'OFFICIAL PUBLICATION OF THE PASSENGER VESSEL ASSOCIATIONPRESIDENTNOVEMBER 2025 Customer Service VOL. 24, NO. 10Steve Jones, Gateway Clipper Fleet,Pittsburgh, Pa.VICE PRESIDENTFeaturesAndrew Sargis, Wendella Sightseeing Boats, Chicago, Ill.SECRETARY/TREASURER8Celebrating the Heart of Service:John Lake, Hornblower, Alexandria, Va. How the Cape MayLewes Ferry BOARD MEMBERS Chris Anglin, Cross Sound Ferry, Puts Employees First New London, Conn. While customer satisfaction is keyBen Bernstein, BB Riverboats, Newport, Ky. to a successful business, reaching Erik Bombard, Catalina Express, that goal starts with celebrating and San Pedro, Calif. supporting employees. Jenna Deegan-Brown, Grand Lady Cruises, Inc., Buffalo, N.Y. 14Charting a Course for Quality:Jenny Gezella, Naples Princess, Naples, Fla.The U.S. Coast GuardsCarol Hill, Dry Tortugas National Park Ferry,About the CoverKey West, Fla. New Quality Management Staff Great customer service sometimes Christian Myers, Interstate Navigation Company,means keeping a straight face Clearer guidance of regulations and Wakefield, R.I. more predictable inspections are just twowhen asked questions like Does Sarah Pennington, Classic Harbor Line, benefits passenger vessel operators the water go all the way around New York, N.Y. will see from the newly established group. the island?Story on page 28. / Tim Ratcliffe, Argosy Cruises, Seattle, Wash. Photo: Holo Holo ChartersASSOCIATE MEMBER REPRESENTATIVES Peter Duclos, Gladding-Hearn Shipbuilding,22 Empowering MaritimeSomerset, Mass. Decision Making: Working with Tosca Pinder, USI Insurance Services,Seattle, Wash. Regional Ocean PartnershipsLearn how Regional Ocean Partnerships PVA PAST PRESIDENTS Bob Bijur, Island Queen Cruises, Miami, Fla.help represent the maritime industrysColumnsJim Swindler, Golden Gate Bridge, interest in management, planning,Highway and Transportation District, 4Presidents LetterSan Francisco, Calif.and responsible use of U.S. waterways.7Executive Directors LetterPatrick Murphy, Blue and Gold Fleet,46Legislative ReportSan Francisco, Calif. 28Are the Islands Anchored toEXECUTIVE DIRECTORthe Bottom of the Lake?48Safety MattersJohn R. Groundwater 52Newswire Everyone has asked a silly question, oftenSENIOR LEGISLATIVE ADVISOR Edmund Welch leading to a shared laugh by those at56Member News LEGISLATIVE DIRECTORhand. Read about amusing moments with68Advertisers IndexRichard Patch guests sent in from vessel operators.REGULATORY AFFAIRS CONSULTANT Redefining the Digital Horizon: Peter Lauridsen 36 DIRECTOR OF FINANCE Leslie Kagarise Pioneering Agentic AIDIRECTOR OF REGULATORY AFFAIRS for a Seamless Ferry FutureAND RISK MANAGEMENT Agentic artificial intelligence enablesEric Christensen AI to not only answer questions, butGENERAL COUNSEL Steven Bers, Whiteford, Taylor and Preston to take initiative in helping customers.PRODUCTION MANAGER Katie HillFOGHORN is published monthly, except combined January/February, by theEDITORIAL OFFICES Managing Editor: Sarah FerrettiPassenger Vessel Association (PVA), 103 Oronoco Street, Suite 200, Alexandria, Va., 22314sarah@passengervessel.comSend address changes to FOGHORN at pvainfo@passengervessel.com.571-388-7752 Copyright 2025 by the Passenger Vessel Association. All rights reserved. No part of thispublication may be reproduced without the written consent of the Passenger Vessel Association.PASSENGER VESSEL ASSOCIATION PVAINFO@PASSENGERVESSEL.COMPHONE: 703-518-5005'