Help for guests and crew 24/7

In 2006, we established a dedicated team of trained specialists to provide a full range of professional logistical support and reassurance in the event one of our guests experiences a personal emergency while sailing with us. In 2009, we extended these services to our crew members on all ships. Led by medical professionals, this group, known as the CareTeam, is available 24 hours a day, seven days a week, to provide support during a family tragedy at home, an illness or emergency onboard, or an incident while ashore. The CareTeam Specialists, who are based at our headquarters in Miami and the United Kingdom, also provide a much-needed coordination point for communication between RCL and the affected guest, their family members and traveling companions.

In 2010, we advanced the capabilities of the CareTeam when we created a shipboard CareTeam Associate capability on each of our ships. A CareTeam Associate is a crew member that is available on each ship to augment the shoreside efforts of the CareTeam Specialists in initiating specialized services and handling certain cases where the actual presence of an understanding person is crucial. It is their responsibility to be physically available to provide assistance to any guest or crew member who may need it. Generally, CareTeam Associates are chosen because they are very dedicated, approachable and compassionate crew members with good listening skills. They remain calm under the toughest of situations, have strong organizational skills, are eager to learn and maintain a good disposition.

Our overall strategy is to have the CareTeam Associate immediately become involved following the notification of an emergency. They serve as an extension of the CareTeam in our corporate effort to support the logistical and emotional needs of an affected guest or crew member. We have both male and female Associates on each ship, and we assess each circumstance to try to match an appropriate Associate to the person in need. The CareTeam Associate is also available to leave the ship with the affected guest or crew member, if circumstances call for it.

We fully understand that, should a personal tragedy or emergency arise during a cruise, the affected guest or crew member will need to devote 100 percent of their time to focusing on their own needs. Far from home and away from family and friends, persons in need can benefit from our trained professionals, who have the experience and resources to provide compassionate logistical support. In such cases, there can be an overwhelming need for a caring and understanding person to help; a person who knows what to do and how to do it, speaks the language, and is ready to step forward at the right moment.

The CareTeam can help the affected guest or crew member with a wide range of services and support.