During our October Dream Cruise, I sat down with Jasmina Pastragus, AmaPrima’s cruise manager. Jasmina shared her insights on what makes The Rhine & Moselle Fairytales itinerary so special. She also reflected on her favorite ports of call, the importance of paying attention to guest preferences, and the thoughtful details that elevate the AmaWaterways experience.

Britton: Hi Jasmina. We’re sailing this itinerary, Rhine and Moselle Fairytales. It’s a unique itinerary because it combines two rivers. It’s also longer than some of the other itineraries. What do you feel makes this itinerary different, and as you alluded to, what do you like better about it than just a regular Rhine weeklong itinerary? 

Jasmina: More sailing days give guests the opportunity to enjoy beautiful scenery. While cruising along the Rhine and the Moselle, maybe compared to some other river in Europe, this one offers the most spectacular views.

On the Rhine, we visit some really nice cities and smaller towns, and we have an opportunity to see the castles along the Rhine in the Rhine Gorge, which is definitely the most beautiful stretch of any river I have sailed before. Those castles that’s surround the area are really unique, and for that reason it’s recognized by UNESCO.

When it comes to the Moselle river, the river itself is a little bit different. It winds around more, and also the little towns that we visit along the way, they are really like stepping into a fairytale. So, guests get an opportunity to see bigger cities, to see little towns, to experience different lifestyles. It is also about the experience and not only the visual because of the tours that we have. Guests can immerse themselves into the local culture, cuisine, and also get that added value, which is actually the real experience of the destination. 

B: Do you have a favorite excursion on this itinerary? 

J: As a little girl I always enjoyed the stories about princesses, so living in the castles always intrigued me. What I really like on this itinerary is the visit to Cochem. 

B: I could tell how much fun you were having when we were there. 

J: Oh, that tour is definitely the one that whenever I can, I join because the visit to Reichsburg Castle is something special. It really gives you an opportunity to be in the castle and use your imagination, and to use a time machine to transfer yourself to those days when people lived in such places and still they could enjoy the spectacular view on the river.

B: Yeah, it is. It’s like you you really get a sense of what life was like back then and how they used the rivers and how they built close by the rivers, you know, so that they could transport people and goods. 

J: And defend themselves in the castles perched up on the hilltops. 

B: Exactly. When we first started sailing, one of the first nights, you mentioned that you thought 11 nights was a perfect perfect length for the itinerary. Why do you feel that way? 

J: Sometimes people when traveling, especially when going on a longer trip on a long haul flight, it takes time to adjust to the new time zone. If somebody does not adjust easily to the new destination and place, it takes a few days until you acclimate yourself and adjust to the place where you are. And then, when you’ve just relaxed and got used to everything, it’s time to pack and go home.

When it comes to the 11 nights on board the ship, once you unpack, you have enough time to relax, to make yourself cozy, to familiarize yourself with all the amenities and to enjoy all that you are offered here.

From my perspective, it is also great opportunity to get to know the guests better. You can discover what they like, what their preferences are, maybe meet their expectations better. On the other hand, you can dedicate yourself to some small little details and these days everything is in a small details. 

B: Can you elaborate on some of those small details that you feel are important to the guests?

J: Everybody likes a certain things. For instance, I remember that Mr. Robins (one of the guests on our Dream Cruise) was so into going to Heidelberg and buying Studentkiss Chocolates. I remembered that detail, and when we were in Heidelberg, I mentioned to the guide that we have a guest in the group who would like to buy those chocolates.

I like to stay in the background just to listen to the guests and I don’t like to be very pushy and to tell them all, this is where you have to go – or do this or that. I have guides and we work as a team. Like in Strasbourg, there was a lady who really wanted to visit Astronomical clock during the free time, so the guide assisted in providing her with the ticket.

So those things, or maybe there is somebody’s birthday or anniversary that wasn’t mentioned, we have enough time to plan the best way to celebrate it. I even had a guest who on one cruise proposed his future wife. Some of those things take a little more effort for us, but for the guests, it’s what makes it unforgettable, right? 

B: I can tell that you’re always paying attention to what people are saying, trying to take in their preferences. 

J: I try not to interfere too much. I’m not by myself and this is not my show. The stars are our guests. And they should discreetly be provided with all that they need and also their expectations should be met. 

B: Looking back to this itinerary for a minute, is Cochem also your favorite port of call then as well or do you have a different port of call that you really prefer?

J: On this itinerary, I would say it’s Strasbourg. Strasbourg is maybe one of my favorite cities, and when we have such an itinerary like this one and when the guests have an opportunity to stay longer in the city and have shuttle buses to return them to the ship.

It’s not a small city, but it doesn’t give the impression of being a large city to the guest, especially as they visit the UNESCO area, Grand Il or Petit France. It’s the best of both worlds. And then they also have an opportunity to try some local dishes, they have an opportunity to go shopping. Somebody likes buying souvenirs like clothes or perfumes, but maybe somebody likes buying those souvenirs that do not collect dust like chocolates or gingerbread in this case, or maybe some wine. I don’t know a better place on this itinerary than in Strasbourg. 

B: Is there a tip that you have for our readers of something that they shouldn’t miss while they’re in Strasbourg? 

J: What they should not miss is definitely going on an active walk, walking through l’Orangerie Park, passing by the European Parliament because that is also something important related to Strasbourg. And then after they can see modern buildings that are related to modern history as well. Then they can totally step into a fairytale when they are around the Cathedral and in Petit France. Also tarte flambée, they need to taste. And, of course, Alsatian wine. 

B: There’s good wines around here, for sure. 

J: The taste of a destination will always remind them of the place where they’ve been and the charm of the city and people. So that will leave the mark on them. 

B: Yeah. We also talked a little bit about how you feel those small details are important for the guests and I know that’s kind of a company-wide value. And I do think that regardless of what company you previously worked for, that would always matter to you and those relationships would always matter to you. But what does AmaWaterways do differently than some of the other companies that you’ve worked for? And what do they emphasize, when it comes to guest experience compared to other tour companies that you’ve worked for?

J: When it comes to the Ama experience, I knew that for the first time when I got an AmaWaterways vessels on an observation cruise, I realized so many little details that first of all, cruise managers paid attention to, then crew, and then even the nautical stuff. None of the guests are just a number. The same applies to the company and the way that the company takes care of their employees, and the cruise managers. If I am important to the company I represent, then of course I will reflect that in the same manner to the guest. And happy employees make for happy guests. I think that is what everybody would make as a conclusion.

But also the fact that you get to know some of the guests on the pre-extension already. You spend with them certain days during the pre-extension, then on the cruise, then after the cruise. (The Dream Cruise included optional pre/post packages, two nights in Amsterdam and four nights in Switzerland. Jasmina was with us on those extensions.)

And you don’t have to get involved in the hotel operation. You are just dedicated to the tours and the guests. And you know that even when the guest flies home, AmaWaterways will do some special details to make sure that the guest is not forgotten. And that feels important.

On the other hand, all our tours apart from a few optional tours that we have on different itineraries, are included in the cruise fare. And some other companies charge if they have more tours than one or two highlighted tours. So guests can choose among maybe two or three or four tours. And even if they don’t show up, nobody will make any issue. For instance, many guests signed up for the Rudesheimer coffee tour, but many of them decided to switch to another tour, which was Siegfried’s Museum. So instead of the 30 something guests that signed up – only four guests joined. Or, when it comes to the bike tours sometimes it’s rainy, and guests decide to cancel the bike tour, but the guide is still there. We try not cancel the tours. (In fact, my dad, Ralph, was the only guest to cycle from Ludwigshafen with his own dedicated guide).

We are always waiting to see if somebody decides to show up in the last minute. So we are very flexible, and we try to do whatever the guests need when it’s possible so that they have a good experience. And if they want to switch from any tours, or if they have any special dietary requirements, or any any other requests, we take care of it.

B: The accommodations are fantastic. It’s not like when you tell someone something they have to be re-reminded. It’s like, as soon as they knew that Emma, my travel companion was gluten free, they remembered that. And if we sit at a different table, someone pulls them aside and says, “Hey, she’s gluten free, you know?” 

And so you really take all the worry out of everything because you guys are paying attention to all of those little details. So we notice it as well. Thank you very much. 

J: Thank you. And of course, guests have an opportunity to choose. Today, there’s a lot of competition on the market, especially in tourism, and that’s not such a bad thing. Because it makes you put in even more effort, be more creative and sustain the edge on the market.

B: You guys do a good job. We kind of talked a little bit about this personally, but just that when it comes to your discretion, Ama just tells you to use your best judgment in most situations. And something that I’m always really impressed by is that the staff onboard is extremely professional, but also playful, silly, you know, you’re not afraid to hug somebody or to to get close with a guest. Is that an Ama value?

J: Yes. We all come from different countries, different nationalities, different backgrounds and we know that some nationalities have that warmth. They need to hug, they need to touch someone, to be more present. Then some are little bit different, you know, taking physical distance. It’s very individual, but that’s so human. And that hug is something that you just need sometimes.

Take into consideration the fact that crew has started the season in March, they will end up working until the end of the year or even January, depending on the ship closing and depending on the ships in the fleet. So they value the relationships with the passengers as well. And that’s something very human and that’s something that people need more and more, especially in this modern world and everything, the best things you do when you’re relaxed and yourself. When you’re really yourself. And I think that’s the value that our teams have. To be what they really are and not afraid to express themselves. And I hope guests receive that positively, and I know they do. Because the crew doesn’t have any second thoughts. We just try to be ourselves with you all.  

B: Well, you’ve done a great job and it’s been a great cruise. Thank you.  

J: Thank you, too.