On Location: A new era of elegance – Crystal marks 35th anniversary in grand style

STORY BY DIANE TIERNEY

Luxurious cruise line Crystal recently celebrated its 35th anniversary with special voyages on board its two ships, Crystal Serenity and Crystal Symphony, which have undergone such extensive renovations that they now seem new.

In 2022,  Abercrombie & Kent Travel Group (AKTG)  acquired Crystal, ushering in a new era for the brand.

PAX participated in an anniversary voyage from June 4-13, 2025, from Spain to Italy, on the 606-passenger Crystal Symphony. PAX first reviewed this ship in March 2024 – and it has been further enhanced since then.

Geoffrey Kent, founder and chairman emeritus of A&K, who has travelled to about 168 countries, was on board the sailing to celebrate and share his many fascinating adventures – often involving the rich, royal and famous – in a Q&A session that was hosted by former Sky News presenter Kay Burley.

The next anniversary voyage is July 10-18 from Thessaloniki to Civitavecchia. It features former Cruise Director Paul McFarland, Broadway actress Christine Andreas and singer and multi-instrumentalist Salvatore Hasard.

Crystal Serenity will cruise July 15-22 roundtrip from Copenhagen. This journey features long-time Crystal partner Chef Nobuyuki Matsuhisa, former Captain Egil Giske and Cruise Director Gary Hunter. Chef Nobu will host two Omakase dinners at Umi Uma and an exclusive Vintage Room dinner.

From October 22-31 Crystal Serenity will also cruise from Quebec City to New York, showcasing the vibrant fall foliage of Canada and New England. It will also include overnight stays in Québec City, Boston and New York.

“Our staff will do anything for guests"

Crystal is well known for exceptional customer service – more than 80 per cent of the crew returned to the line in 2023 and are familiar with the brand’s high standards.

“The service that [guests] receive from staff is very important. If guests feel they are being listened to, they get a feeling of loyalty and that builds a relationship,” said Kent. “Our staff will do anything for guests whether it’s ironing their clothes or getting them anything they need. In this digital age there’s very little customer service and it’s non-personalized. However, we will continue to also provide old-fashioned personalized service and someone they can talk to.”

Crystal passengers are generally affluent, well-travelled, about 60-plus years old and many have been loyal customers for years.

Customer service on board is further enhanced by having a high crew to passenger ratio – 530 crew for 606 passengers – and about 20 butlers, both male and female. Crew often greet passengers with “welcome home” when they return to the ship to enhance the feeling of being part of a family.

“You can build the most wonderful ship, even with golden ceilings, but it is the staff who are the friendliest and remember passengers and their preferences that makes so many Crystal guests come back,” said Hotel Director Herbert Jaeger. “We once had a passenger who took ill and had to go to a hospital. His butler went to visit the passenger on his own time. That’s a very special kind of person.”

Fleet enhancements 

More renovations were done on Crystal Symphony, including the new addition of the first-ever Casino de Monte-Carlo at sea, an exclusive collaboration with Monte-Carlo Société des Bains de Mer.

Crystal Symphony is slated for dry dock in November that includes more refurbishments. It was originally designed for about 920 passengers and is still being customized for only 606 passengers.

Staterooms were expanded and upgraded including the Single Guest Room with Ocean View for solo travellers (up to 215 sq. ft.); Aquamarine suites (up to 323 sq. ft.), Sapphire Veranda suites (up to 430 sq. ft.), Junior Crystal Penthouse suites (up to 645 sq. ft) and Penthouse suite (up to 909 sq. ft.)

Be sure to check whether butler service is included in the suite your client chooses and alert them to special amenities and perks such as laundry details depending on the category.

The ship also has a spa, large gym, two golf swing practice cages, sports court, movie theatre, many bars and lounges, designated children’s centres and high-end shops.

The jewelry store showcases a $200,000 ring and $250,000 necklace. Another shop has pre-owned, designer purses such as a $26,000 vintage Birkin.

Dine & discover 

With 10 dining options, including 24-hour in-suite dining, guests have access to impressive culinary experiences.

Beefbar by Riccardo Giraudi, which has about 20 locations around the world in major cities, takes over the former Tastes restaurant space.

Osteria D’Ovidio specializes in traditional Italian meals and has a new menu launching this summerthat is crafted by famed Italian chef Massimiliano and celebrated restaurateur Raffaele Alajmo. This collaboration is also impressive due to the brothers’ renowned three Michelin-starred culinary legacy.

Umi Uma by Michelin star Master Chef Nobuyuki (Nobu) Matsuhisa is the only Nobu dining concept at sea and offers innovative Japanese-Peruvian cuisine.

The Vintage Room, Bistro Cafe, Trident Grill, Scoops Gelato Bar, Marketplace buffet and Waterside dining room all have excellent upscale options. The Afternoon Tea is a popular tradition.

While Crystal is an all-inclusive line, be sure to convey the terms of the complimentary specialty dining to your clients based on the length of cruise they book.

For example, only one complimentary dining at certain specialty restaurants may be permitted during a voyage that’s 11 days or less. More complimentary visits may be allowed for cruises 12 days and more. Extra visits may be fee-based.

That's entertainment

Crystal’s entertainment also had an upgrade with a new show called “Club Nights” that has already premiered on Crystal Serenity and will be launching on Crystal Symphony in November. 

It features different types of club nights out — from a country music bar to the glamour of Las Vegas, each with its own scenery, costumes and music.

A talented troupe of singers and dancers continue to delight guests, along with special performers, who for example, feature music from Frank Sinatra to Elton John music. Comedians are also popular.

The White Party is extremely popular with guests and there are also Dance Ambassadors for guests who don’t have a partner.

A lineup of impressive guest speakers continues to be a big draw. On the June voyage, Tom DeFrank, a world affairs lecturer presented “Stories that never made it into print” about a few former presidents. Zelda La Grange was also on board and is a best-selling author who for 19 years worked for Nelson Mandela as his private secretary.

Whenever possible, local cultural talent based on the destination is featured on board or on the pier such as Tarragona, Spain performers who built an amazing human tower.

Crystal also has new ocean ships on order. With A&K involved, your clients can look forward to enjoying many unique exciting voyages and shore excursions in luxurious comfort and style.

Travel advisors can learn more about Crystal on their new portal that includes tools, marketing assets, training, special programs and more.

Diane Tierney has been on 99 cruises to 57 countries and has 143,000 followers on Instagram at Cruiseguru.

Don't miss a single travel story: subscribe to PAX today!  Click here to follow PAX on Facebook.