Safety and Security 

Crew trained within 48 hours of joining or rejoining a ship.

Training refreshed every two months.

Staff trained to look for signs of intoxication in passengers.

Crew face disciplinary action, including dismissal, for failing to prevent underage or intoxicated passengers being served alcohol.

Different colour cruise cards (these cards are necessary to purchase drinks onboard) for minors.

Onboard point-of-sale systems disallow purchase of alcohol from a minor’s cruise card, and this functionality is being enhanced with the introduction of the passenger’s photo at the point of sale prior to completion of beverage (and other purchases)

Introduction of roving RSA officers.

Introduction of Youth Security staff.

Clear chain-of-command for crime scene management with Ship Security Officer taking responsibility and control of any potential crime scene.

Established new Fleet Operations department

Sydney-based department headed by a Vice President and with a company security officer linked into global network.

Security personnel have specialised training.

Allegations are automatically treated as suspicious unless management, with the assistance of authorities, determines otherwise.

Allegations of crime are fully investigated.

Clear procedures for collecting evidence, preserving crime scenes and taking statements.

Base number has been doubled to at least 20.

However, there could be more depending on the cruise (duration, time of year etc).

In addition, we have introduced Youth Security Officers to monitor teenagers. Complement depends on numbers of minors onboard.

Done

100% baggage screening and personal X-ray at embarkation.

Drug sniffer dogs at the start of all cruises.

Random scanning for drugs at overseas ports.

Install Closed Circuit Television (CCTV) surveillance

CCTV in the ships’ public areas.

Between 300-500 cameras operating on a rolling 24 hour basis.

Sniffer dogs at the start of cruises (combination of explosives and drug sniffer dogs).

Passengers displaying inappropriate behaviour disembarked from ship.

Video alerting passengers of policies regarding excessive behaviour, RSA, dangers of binge drinking and spiking shown on in-house TV in every passenger cabin. Staff also shown video.

Streamlined the process for dealing with customer complaints including guidelines for response times and handling.

Toll-free number available and advertised in cruise literature for past passengers who wish to speak with customer relations.

Ensured our landside emergency number is answered 24-hours a day.

Done

Marketing has shifted to promoting cruising as a relaxed family holiday that appeals to all age groups.

Images used in advertising and collateral reflect this shift.

Crew are trained to support passengers in difficult situations.

In addition, we proactively contact these passengers on their return to offer support and counselling.

New CEO, Ann Sherry, appointed mid 2007.

Ms Sherry has restructured management team to reflect the direction of the new business.

Katie Lahey appointed as Chairman in February 2007.

Since Ms Sherry’s appointment, we been regularly consulting with industry, government, International Cruise Victims Association, conducting passenger focus groups and seeking external review of processes and procedures to achieve this external view.

Ms Sherry regularly meets with Mr Brimble as the ICV’s representative in Australia.

We have actively worked with police both in Australia and the South Pacific to develop clear protocols and jurisdiction for managing crimes at sea.

We conducted focus groups that show passengers feel safe onboard.

We monitor Onboard Evaluation Comments completed by passengers at the end of each cruise.

A new onboard IT system will display a passenger’s photo when they use their cruise card to make a purchase at the bar, coffee shop or any retail outlet on the ship. This will enable crew to check the cardholder’s identify before completing the transaction. The main system has been installed with software upgrades imminent.