1. Passenger CARE
The role of Ports, Destinations,
Cruises Lines and Shipping Agents
Raynel Gonzalez – Carnival Cruise Lines
Andrew Baldwin – Carnival UK

2. Raynel Gonzalez
Manager, Care Team
Carnival Cruise Lines

3. Andrew Baldwin
Customer Care Manager
Carnival UK (P&O Cruises, Cunard)

4. What is the role of CARE
• Providing support to customers and crew during
unexpected events.
• Medical landings
• Shoreside accidents
• Emergencies on board ships

5. HOW DOES
THIS AFFECT
YOU

6. Medical Landings

9. Mass Emergency

10. 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

11. 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

12. 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

13. 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

14. Questions
Please come and speak to Ray or myself during the
conference or email us
Andrew.Baldwin@carnivalukgroup.com
Rgonzalez3@carnival.com