Download - Andrew Balwin
Passenger CARE
The role of Ports, Destinations, Cruises Lines and Shipping Agents
Raynel Gonzalez – Carnival Cruise LinesAndrew Baldwin – Carnival UK
Raynel Gonzalez
Manager, Care Team Carnival Cruise Lines
Andrew Baldwin
Customer Care ManagerCarnival UK (P&O Cruises, Cunard)
What is the role of CARE
• Providing support to customers and crew during unexpected events.
• Medical landings• Shoreside accidents• Emergencies on board ships
HOW DOES THIS AFFECT YOU
Medical Landings
Mass Emergency
What is your role• You are the experts • Local guidance and support to
Our ships/Our office teams/Our people• Knowledge of local customs and legalities• Assist us to deliver a caring response to our
customers• On the ground immediately• Representing the company
What you can do• Be aware of what programmes your cruise lines have• Investigate emergency plans for your ports• Look at and request training opportunities• Understand what would be expected from you in the
event of an emergency• Invest the time in planning now• Do not wait for it to happen
Examples of partnership• Working across the cruise industry• Established guidelines to deploy for each other• Working with operators with similar teams such as
Intercruises• Recent example of partnership in Barcelona
What are we doing• Providing guidance to assist with day to day issues• Establishing an emergency structure• Developing standard checklists that can be used
within your own businesses• Talking to industry partners at events• Care training to our industry partners• Training embassy’s, consulates & local officials
Questions
Please come and speak to Ray or myself during theconference or email us
[email protected]@carnival.com
