2007 2008 2009

Box Score Box Score Box Score

# of Pax Crew Total # of Pax Crew Total # of Pax Crew Total

Illness: reports Sick Sick Sick reports Sick Sick Sick reports Sick Sick Sick

Gastroin
testinal
(includi 41 4221 349 4570 35 3292 259 3551 30 3565 235 3800
ng Noro
virus)

E coli 2 166 19 185

Salmon
ella
Shigella

Other 1 7 7 2 7 7 3 235 162 397

Total 42 4228 349 4577 39 3465 278 3743 33 3800 397 4197
NOTE: Box Score includes outbreaks confirmed by the CDC or those reported by multiple sources with reliable
numbers. Estimates given by passengers are generally not included in the table.
Of o r re lating to the sto mach and
intestines --"a g astrointestinal disorder"

Ge nus o f viruses that cause stomach pain,

diarrhea, and vo miting in humans; the cause
o f many cases o f g astroenteritis

Illness caused by po isonous o r co ntaminated fo o d

In o ne w e e k, an ave rag e cruise ship
g e nerates 210,000 g allo ns o f hum an
se w ag e (filling appro ximately te n
sw imming po o ls) and 1 m illion g allons
(40 mo re sw imming po o ls) o f g ray
w ater (fro m sinks, baths, sho w e rs,
laundry, and g alleys), all of w hich can
be le g ally d um p e d untreated just 3
nautical m ile s fro m U.S. shore s.
•July 2010
•100 passeng er cruise ship
•Re lease o f g re y w ate r in po rt
•lab found le ve ls o f the bacte ria
e ntero co ccus at 228 parts pe r 100 million,
slig htly mo re than tw ice the conce ntration
le vel o f the bacte ria that corre lates to illness
in humans
•Fine pe nding
•January 2007
•charg ed w ith failing to o pe rate
at a slo w , safe spe e d w hile ne ar
humpback w hale s and in 2001
hit and kille d a humpback
•fine o f $200,000 and re stitution
o f $550,000
“When a carrier undertakes to e mploy a doctor
aboard a ship fo r its passeng ers’ convenience,
the carrier has a duty to e mplo y a do ctor w ho is
co mpetent and duly qualified. If the carrier
breached its duty, it is re sponsible for its ow n
ne g lig ence. If the do ctor is ne g lig ent in tre ating
a passenger, ho w e ver, that ne g lig ence w ill not
be imputed to the carrier” -- Barbetta v. S.S.
Be rmuda Star, the Fifth Circuit
•April 2006
•A mo the r finds he r just-
turned 18 ye ar o ld
daug hter o n he r third
drink at the bar
•June 2006
•A passe ng er w ro te indicating
that a fire e xit had be e n
blo cked by the pho to g rapher's
display and that raising the
issue to shipbo ard
manag ement didn't co rre ct the
situation
Eng inero om Fire On Board U.S. Small Passeng er Ve ssel
Queen of the We st
Co lumbia Rive r, ne ar Rufus, Ore g o n
April 8, 2 0 08
Year Sexual Harassment Sexual Assault Total

1998 6 13 19

1999 15 7 22

2000 12 21 33

2001 28 24 52

2002 38 38 76

2003 36 44 80

2004 62 51 113

2005 19 37 56

Total 216 235 451

 Number Percent

Crew against Guest 339 77.2

Guest against Guest 57 13.0

Crew against Crew 37 8.4

Guest against Crew 6 1.4

Total 439 100

Perpetrator Number Perent
Room steward 46 34.8
Waiter 34 25.0
Bar worker 18 13.2
Officer 11 8.1
Musician/Entertainer 7 5.1
Cleaner 4 2.9
Youth staff 4 2.9
Other 4 2.9
Security officer 3 2.2
Casino worker 3 2.2
Galley worker 2 1.5
Total 136 100.8
Location of Incident Number Percent
Passenger cabin 115 36.4
Crew cabin/crew area 23 7.3
Bar 23 7.3
Dining room 21 6.6
Spa 18 5.7
Corridor 18 5.7
Deck 17 5.4
Public area 17 5.4
Disco 16 5.1
Public bathroom 14 4.4
Ashore (incl. private island) 13 4.1
Youth program 10 3.2
Elevator 6 1.9
Pool 5 1.6
Total 316 100.9
•Passengers w ho have be e n victims o f cruise line s, w hether it
be assault, fraud, o r de ceptive trade practices, are unaw are
that their rig hts have be e n lim ited through the ticket-
p asseng er co ntract

•Currently, U.S. fe d e ral law e nfo rcement ag e ncies,

including the FBI, Navy, and Co ast Guard , must o btain
pe rmission from a cruise ship's flag co untry before
be g inning a criminal inve stigation; U.S. ag e nts cannot
e ve n bo ard a cruise ship that may be the scene o f a
crime co mmitted by o r ag ainst an Ame rican citizen if the
ship is lo cated be yond U.S. w aters
Situation:
Yo u're cruising the We stern Caribbe an,
yo u're e xcited be cause yo u've alw ays
w anted to se e Grand Cayman, and
to day is the day. As yo u e at bre akfast,
pre paring to dise mbark, the Captain
anno unces that d ue to w ind s it is no t
safe to te nd er p asse ng ers to the p ie r, so
the ship w ill he ad o ut to se a fo r the day.
Unfortunately, the re are time s w he n this
situation is unavoidab le . Due to w e ather
o r se a co nd itions, captains so me times
have to make the de cision to skip a
sche duled port. Passeng ers have to
re alize the d e cision is m ade w ith the ir
safety in m ind , so the be st thing to do is
o rde r a tray full of umbre lla drinks fro m
the first w aite r yo u se e
Human nature is alw ays a factor, as anyone w ho
has w orked in customer se rvice w ill te ll you.
How quickly and e ffectively a problem is so lved
can be affected by the manner and tone of the
complaint

Be fore g o ing to the Purser's de sk or calling the

Room Se rvice supe rvisor, re flect upon the attitude
of the pe rson re ceiving your complaint. The ir
de meanor is o ne of courtesy and professionalism,
and in most cases the y appear to be sincere
about w anting you to have the be st cruise e ve r.
Be low are so me o f the d ivisions of lab or o n a cruise ship. The se should
he lp yo u direct yo ur co mplaint to the rig ht place:
Housekeeping: Problems with the cleanliness or functionality of your cabin
should be directed to your cabin steward first. If it is a technical
maintenance issue, a good steward should know how to get things done.
The one area of housekeeping you usually cannot access is the laundry
service. This is handled through your room steward, or your butler if you
are lucky enough to have one.
Restaurants and Cuisine: If you have a question about your special diet or
want to make a special dinner reservation, call the Maitre 'D. He is
responsible for coordinating individuals' requests with the kitchen.
Spa: The spa is a separate entity on the ship, with a Spa Manager in
charge of coordinating everything that happens between the spa and
passengers. Call the spa directly for anything regarding the spa, including
incorrect miscellaneous charges on your shipboard account.
Children's Programs: Most ships have a children's program supervisor. If
you cannot find his or her number, call the front desk and ask how to get in
touch.

Shore Excursions: Shorex is a very busy department, and they are usually
the only people who know what is happening in their department. Try to
understand the rules regarding cancellations and changes well in advance
of any bookings you make. If you must make changes, you generally have to
work around their schedules, which means being in line 10 minutes before
they open their desks if you want to resolve something quickly.

Butlers: Some people get butler service with a penthouse and they wonder,
"what does a butler do?" Well, one thing they do is handle your problems.
Want to change a shore excursion, a dinner reservation or make sure your
tux is dry-cleaned by tomorrow? That is what butlers are for. So, beyond just
showing up with a bottle of champagne the day you board, a butler can be
a wonderful service if you know how to use him.
Que stio n:
Whe n a g ue st pro vides tipping via
his o n-bo ard acco unt, g o ing alo ng
w ith the line 's sug g ested amo unts,
do tho se amo unts g o o nly to the
pe o ple o n the list, o r is part o f the
to tal sipho ned o ff fo r o the r
pe rsonnel?
Carnival: On the first night of the voyage, guests receive a letter explaining the
distribution of the suggested tip amounts ($10 per person per day divided
between cabin steward, dining room staff, etc.) and are made aware of what
amount goes to whom. They are also advised that they have discretion as to the
amounts and the distribution of the tips themselves.
Celebrity: The amounts go only to the people on the list, with the exception of
"stateroom attendant" tips, as staterooms are typically cared for by two people
each.
Holland America: It goes to the crew at percentages, already determined, to areas
such as cabin stewards, dining, room service, laundry, etc., that have a direct
impact on guest service.
NCL: The service charges of $10 per adult per day ($5 per kid) are automatically
added and are divided among a pool of crew members.
Princess: The discretionary hotel and dining charge is distributed to all crew
members who serve the guest directly, in food service and staterooms, as well as a
portion to those crew not usually seen by the guest - in the galleys for instance -
who support those staff in their efforts to serve guests. Princess distributes all
money to the aforementioned crew members.
Royal Caribbean: The gratuities are only given to the crew members who were
serving the guest.
Carnival: No. Shipboard employees can keep all
cash gratuities without reporting it.
Celebrity: No, our shipboard colleagues are not
required to report that they've received it, nor
how much.
Holland America: If a guest asks that the amount
on the folio be removed so tipping can be done
directly, the steward, waiters, etc. are required to
report that amount for pooled tips (but most
guests keep tips on the bill).
NCL: No.
Royal Caribbean: No.
Carnival: Shipboard employees are notified of their tip amounts the day
after the cruise ends (as to not impact service standards) and are paid
about a week later.
Celebrity: Any guests who opt for tipping via the folio receive printed
cards/vouchers acknowledging that their gratuities have been prepaid.
Envelopes are provided with the vouchers so the guests can present them
to tipped personnel to assure them suggested gratuities have been
handled, and to allow guests to offer additional amounts if they wish.
Holland America: Shortly into the next cruise.
NCL: They're not, but this is partially based on the Freestyle Concept since
virtually all guests do not dine with the same wait staff every night.
Royal Caribbean: No later than the last night of the cruise. There are lists
prepared by the Pursers' Office stating the guests who have paid onboard
gratuities on their folio. These lists are also available in the crew working
areas. Also, vouchers for prepaid gratuities are given to each guest so that
they can slip the voucher into the tipping envelopes to hand to the crew
members on the last night of the cruise.