Presentation of GRIMALDI LINES brand
GRIMALDI GROUP concern in the trade of passengers and accompanying vehicles transport is marketed as GRIMALDI LINES.
Purpose of these Regulations
These Regulations of passengers and accompanying vehicles transport are aimed at supplementing the general provisions of GRIMALDI GROUP’ s Quality Manual and are specifically referred to the organization and operation of passengers and accompanying vehicles transport on board Ro/Pax ships as managed by the Short Sea line.
The regulations are intended to provide all members of the Company’s staff including Captains and Agents a comprehensive framework of the measures and procedures to be taken for the quality of the service.
They supplement the Group’s Quality Manual especially as concerns passenger service and replace the parts of the same Manual which cannot be applied to passengers and accompanying vehicles transport.
Scope of the Regulations
These Regulations are applicable only to the management of passengers and accompanying vehicles transport, including drivers of commercial vehicles.
1. QUALITY POLICY APPROACH – MANAGEMENT RESPONSABILITIES
GRIMALDI LINES management wants to make customer service one of its strong points.
The Client is the only source of income of the Company. This implies the utmost care for the Client’s requirements. Courtesy and a professional attitude are therefore imperative and customer satisfaction must become the primary goal.
A customized service is functional to Quality Service, and both customization and quality will require a daily commitment by each member of the staff.
The steady improvement of the service and the observance of procedures prescribed shall be the primary target of both on board and ground personnel including Grimaldi Lines staff, staff of peripheral branches, agents, seafarers, subcontracted staff etc.
2. STAFF ORGANIZATION
Ground staff organization
See §5.5 of the Manual: Responsibilities and functions of the Passenger and Tourism Department
On board staff organization
The staff employed on board ships includes all the positions required for merchant ships of Grimaldi Group plus the following:
the Hotel Manager:
he/she is the chief officer in charge of all the aspects of the hotel business, including boarding and debarkation of passengers.
he/she is responsible for quality standards and procedures to be complied with by the personnel, as established by the Company.
he/she is accountable to the Captain for discipline, safety and environmental policy implemented in the hotel department.
it is composed by the same number of members as on the other ships of Grimaldi Group (plus the Hotel Manager) having the same functions.
Personnel recruitment and training:
The recruitment of hotel and passenger support staff is carried out as established in Section 6.2. of the Quality Manual and functionally to the specifications of the service they are assigned to. Preferential credits for these positions will be represented by certificates of vocational school, experience on other ferryboats, cruising ships or hotels, as well as the knowledge of foreign languages.
Our brand name is Grimaldi Lines.
3.2. Brand Vision
Grimaldi Lines aims at becoming a ro/pax transport leading brand. That means a service made by passenger and cargo vessels of the highest quality standard.
All the staff involved, both on board and ashore, shall embrace our brand vision and will in any circumstance behave and act in compliance with the corporate identity we wish to transmit.
The Quality Manager has the responsibility to check and ascertain that all members of the staff are aware and adopt Grimaldi Lines brand vision.
All our activities will aim at the Client's utmost satisfaction.
The Client is the only source of income of our business and he/she deserves our utmost care, courtesy and professional competence. Customer satisfaction will be our rule.
4. THE TRANSPORT CONTRACT
4.1. Scheduling of voyages
Voyages are scheduled by Short Sea Line Manager
They are priced by Passenger Department Managers and approved by the Board.
4.3.Advertising, sales promotion, services offered
The managers of the Passenger Department are responsible for the advertising policy through the involvement of specialized agencies.
Sales promotion is entrusted to the Passenger Service Department operating:
- through the Company sales promotion departments in Italy
- through Grimaldi local offices or sales agents (General Sales Agent) abroad
Services offered are described in detail in brochures or leaflets including routes and departure dates, fares and prices, general conditions of transport, services provided on board.
4.4. Contract acknowledgement
By contract acknowledgement, the Company’s confirmation of the availability of a seat required for a specific departure date is intended. This confirmation corresponds to the “reservation” made by the Reservation Office. The request for reservation of a seat may be submitted by:
• the Client directly
• a Travel Agency
• a Tour Operator
• a peripheral or foreign branch or agent (General Sales Agent)
• the Company’s selling points
• telephone, telefax, ordinary mail, E-mail or Internet (Business to Consumer and Business to Business).
The Reservation Office, or the peripheral branch can directly access the reservation system and thus can immediately check and confirm the Client the availability of the seat requested and the fare. For acceptance, the Client shall pay the ticket in full as stated in the General Conditions reported in the brochure. Once the offer has been accepted the contract is underwritten.
The issue of the passage ticket represents the transport contract. The transport contract is regulated by the Italian Navigation Code, Leg. Decree n° 111 of 17.3.95 and General Conditions which can be consulted in any Grimaldi Lines office and on www.grimaldi-lines.com web-site. By the Leg. Decree n° 111 Italy has implemented the EEC directive n. 314/90 concerning all-inclusive tours. The Client is given a transit document (ticket) which represents the transport contract according to the Navigation Code.
By purchasing the ticket, the passenger subscribes a contract by which the services booked confirms the relative prices.
For each single departure, the Reservation Office sends the Passenger List to the ship and to the Agent, or to the department in charge with the boarding operations. The computerized boarding system automatically despatches the boarding list to the ship and to the Agent or the Department in charge of the boarding operations at fixed times.
General provisions for the procurement of goods, consumables, services, contracts etc. and for the vendors’ appraisal are described in the Manual of the Group, with the addition of the following specifications concerning quality of the products and services provided.
5.1. Consumer goods (food, bar, etc.)
The provision of these goods is entrusted to a leading Company of the trade, chosen on the basis of strict selecting criteria in terms of quality, reliability and cost effectiveness.
6. REQUIREMENTS OF THE SERVICES PROVIDED
The Company has adopted a range of measures in order to identify the various classes of Clients using the services provided. For any crossing of the ship a Passenger List is drawn up, with the layout of the cabins and coach seats occupied, which allows to control the access on board of authorized persons only.
7. OPERATIVE INSTRUCTIONS FOR SALES OFFICES
Sales offices are those concerned with passenger services ( Company offices, ticket offices, General sales Agents, partner agents)
7.2. Sales promotion – Marketing
As described in § 4.
7.3. Ticket booking and sale
The offices as in § 7.1. have direct access to the electronic booking system of Grimaldi Lines.
They are handled by the Customer Satisfaction Manager preliminarily and by the Claim Department secondly, in case the claim is submitted by a Law Firm.
All claims submitted are entered in a specific record.
All claims submitted in writing shall be acknowledged as soon as possible.
All passengers must be provided with a valid document. Passengers are responsible for the validity of their documents.
Our must is that any passenger will occupy the cabin (or the seat) he/she has paid for.
8.2. General rule
No discount is allowed both in terms of fare reduction and in terms of up-graded accomodation except in the following cases:
By Shipowner’ s authorization
As part of Grimaldi Group’s commercial policy
Fringe benefit for Grimaldi Group staff
8.3. Discounts by ship-owner’s authorization
Ship-owner’s provisions will be applied by the operators if proven.
8.4. Discounts as part of Grimaldi Group’s commercial policy
In case discounts are part of Grimaldi Group’s commercial policy, a written authorization by the manager of the department concerned is required where the name of the beneficiary company or organization is specified.
Also the discount percentage will be indicated.
8.5. Fringe benefit for Grimaldi Group’s members of staff
These discounts are fixed by the Ship-owners every year.
8.6. Other discount beneficiaries
They shall be authorized in writing in advance
9. TRANSPORT OF ACCOMPANYING VEHICLES
Only vehicles registered for the transport of persons by road are considered as accompanying vehicle.
This definition does not include vehicles carrying goods and items to be marketed.
Vehicles are loaded and unloaded under the responsibility of the passenger/driver and at his own risk.
In case he asks for assistance to the port agent or to the ship’s personnel during vehicle loading/unloading operations, he is liable for the correspondent expenses and possible risks.
Methane powered vehicles shall comply with current laws and regulations as duly certified in the car licence.
Motorvehicles may be placed on any deck of the ship.
Access to garage decks is not allowed to passengers during the voyage
10.PASSENGERS WITH REDUCED MOBILITY
By passenger with reduced mobility (hereinafter indicated as RMP), a person physically unable to move about easily or anybody who needs assistance is intended.
On boarding, the RMP shall specify what special cares and/or assistance is required in case of emergency, as provided for by 13/10/1999 Decree (98/41 EEC Directive).
Provisions of the Italian Decree of 13/10/1999 are reported in the passenger boarding list
The assistance to DPs is ensured by the Hotel Manager or any other appointed person.
Once the Hotel Manager has been informed that a RMP is expected on board, an adequate assistance will be arranged.
The Hotel Manager will highlight the cabins reserved to the RMP on the ship layout diagram and will give a copy of it to the Captain.
Before arriving at the port of destination, the Hotel Manager will advise the port agent about any procedure required for moving the RMP ashore (this service is charged to the persons concerned).
During the voyage, the assistance to the RMP will consist in
helping her/him to reach the restaurant at the mealtimes
providing medicines, if necessary
In case of emergency, the person indicated for the purpose in the Master List will help the RMP to reach the meeting place and the debarkation points.
On debarkation, the RMP will be assisted, if necessary.
11. TRANSPORT OF ACCOMPANYING DOGS AND CATS
11.1. General provision
Animals other than Dogs & Cats will not be considered “accompanying animals”, and their transport will be subject to special conditions established for this purpose.
Fares are indicated in the brochure.
11.3. Dog house
Without exceptions, animals shall stay in the dog house during the voyage.
It is strictly forbidden to keep animals in the cabin or across passenger areas.
11.4. Animals care
Accompanying animals will be nourished by their owners. Except for water, the personnel on board is in no way obliged to provide food, except for the water
Access to the dog house is allowed only at times scheduled by the Captain.
Accompanying animals will be maintained by their owners who are obliged to remove their excrements or any other stuff produced by the same.
The passenger is liable for the accompanying animal. Any damage to the ship or things and any injury to persons caused by the same shall be indemnified on the spot.
The passenger is also responsible for animal vaccinations and other measures required for animal travelling and debarking in the port of destination.
11.6. Accompanying animal statement
On booking, the passenger is required to undersign a form attesting the accompanying animal.
Differently, the reservation and the transport of the animal will not be accepted.
Accomodation of Dogs and Cats has to be booked.
Branch offices with direct access to the Computerized Reservation System shall check in advance dog house availability.
The transport of the accompanying animal is included in the ticket. The relative form underwritten by the passenger shall be attached to the reservation and the ticket.
11.09. Check-in and Boarding
Pets must be accompanied by the European passport (PET) and a muzzle.
If a passenger checks-in with an accompanying animal not scheduled in the ticket, the port agent shall proceed as follows:
he will check whether the dog house on board is available
he will have the relative “Statement” undersigned by the passenger
he will cash the relative amount and will issue the relative ticket
If the passenger does not sign the “Statement” no ticket for the animal will be issued, and accordingly access to the ship will not be admitted.
11.10. On board
The Captain supervises the observance of provisions concerning the transport of animals. It is strictly forbidden to keep animals in the cabin and across passenger areas. By underwriting the relative statement the Client accepts these conditions.
In case a passenger keeps an animal on board that has not been indicated in the ticket, the ship personnel shall proceed as described in § 11.10.
Animals are not allowed to voyage inside the passenger vehicles.
11.11. Final consideration
The transport of pets is restricted for the sake of all passengers’ comfort.
12. ITALIAN DECREE 13/10/1999 (98/41 EEC directive, Chapter III of SOLAS)
The person in charge of Passenger Registration is: Francesca Marino
Passenger registration for all lines is carried out by the Computerized Reservation System (CRS). Data recording system can be computerized (A) or manual (B), according to installations on board and in the ticket offices.
A) Vessels with computerized data recording system
On booking, the CRS records the following passenger data: Surname, Name, Date of Birth, Nationality, Sex, Identity Card Number. Any request for “emergency special assistance” will be recorded in the file to be also included in the passenger list.
The passenger list shall be sent, in due times, to the Company’s port agents and to the Hotel Manager.
On boarding, the Hotel Manager checks and, if required, completes the passenger list. This operation may imply the rectification of wrong data.
On closing the ship port, the ship passenger list shall be complete with all the information required by 13/10/1999 Decree. .
Within 30 minutes before ship’s departure, the Hotel Manager, or a person appointed by the him/her, shall fax or e-mail the complete and updated list to Naples Passenger Office or alternatively the exact number of passengers. The 30-minute time limit will be respected also for night departures and on holidays.
The booking office will update the passenger registration as fast as possible giving top priority to this operation.
B) Vessels with manual data recording system
Port ticket offices provide the passengers list to the ship. On board personnel must update the list. Within 30 minutes before ship’s departure, the Hotel Manager, or a person appointed by the him/her, shall fax or e-mail the complete and updated list to Naples Passenger Office or alternatively the exact number of passengers. The 30-minute time limit will be respected also for night departures and on holidays.
If the Hotel Manager is not on board, these procedures will be applied by the Captain.
By “driver”, the driver of a commercial vehicle embarked on board ship is intended. In some cases, more than one driver is embarked in one vehicle. The fare is fixed by the Commercial Department and is to be included in the bill of lading, along with the driver’s name.
The driver shall carry with himself the identity documents required for the voyage and for debarkation in the country of destination.
As per SOLAS and 13/10/1999 Italian Decree provisions, drivers are conformed to passengers.
13.1. Boarding Card
During check-in procedures, each driver is provided with a regular boarding card.
Drivers are granted accommodation in a cabin, according to ship’s availability.
13.3. Meals on board
Drivers are entitled to free meals. See § 15.14.
14. OPERATING INSTRUCTIONS FOR PORT AGENTS
The port agent is in charge of boarding and debarkation procedures, passenger and vehicle pre-boarding assistance, check-in operations and sale of tickets in the port. He will also keep contacts with port, customs and immigration authorities.
14.2. Reception – Boarding
The port agent is in charge of the reception of passengers in the port.
He will make sure that adequate signs are shown in the port area to easily direct the client to the Company’s terminal/check-in point.
He will install and update the notice board displaying the boarding timetable, if available.
He will provide passengers with all information requested.
Adequate reception will be ensured as commensurate with the available facilities. Toilets, telephones and a refreshment point located at a reasonable distance from the waiting area will be arranged for. Passengers with no accompanying vehicle will be provided with a sheltered area with seats.
Boarding of passengers will start after authorization by the Hotel Manager and may not be allowed before everything is ready to welcome passengers on the ship.
The boarding time shall be scheduled by common decision of the port agent, the Hotel Manager and the boarding officer taking into account that
passengers should be kept waiting ashore as short as possible
passengers are to be boarded in time for regular meals to be served.
Boarding of vehicles is carried out by passenger-drivers following deck officer’s instructions.
On boarding passengers travelling with no accompanying vehicles, vehicles coming in and out of the ship shall be stopped.
No passenger is allowed on board if not provided with a valid ticket for the voyage concerned.
Port ticket offices are all equipped with computers connected to the data management system.
14.2.1 Passengers provided with a ticket.
They shall apply the Grimaldi Lines office set in the port for check-in procedures, which consist in:
Checking the ticket by verifying that the passenger and the vehicle match as reported on the ticket. In case of doubt about the fare applied to the vehicle, the latter will be assessed again and if necessary the payment of any balance will be requested.
Checking the identity documents
Provisioning the “boarding” sticker to be stuck by the passenger onto the windscreen of the acccompanying vehicle.
Lines linking countries of the Schengen area
EU citizens are required an Identity Card valid for emigration
Non-EU citizens are required a valid passport with no visa
“Extra-Community” citizens are required a valid passport and a valid residence permit for a country of the Schengen area or alternatively a valid visa.
Note: the Italian identity card issued for foreign citizens is not valid for travelling abroad.
Voyages to or from ports outside the Schengen area
From Italy to Tunisia and Morocco:
EU nationals are required a passport, except tourists provided with a hotel reservation supported by documentary evidence.
Non-EU nationals are required a passport (and, in case, also a visa)
Extra-Community nationals, except Tunisians, beyond passport, shall be provided with a valid residence permit or visa for a country included in the Schengen area.
Tunisians shall be provided with a valid passport
From Tunisia and Morocco to Italy:
Tunisians and extra-Community nationals shall be provided with a valid passport and a valid residence permit or a visa for a country included in the Schengen area.
14.2.2. Passengers not provided with a ticket
These passengers may apply to the port agent to buy a ticket.
Proceed as described in § 14.4.
14.2.3. Passenger list
The port agent will print the passenger list directly through his computer.
Passenger list to be submitted to border police
As concerns voyages to or from countries outside the Schengen Area the procedure below shall be followed:
The Hotel Manager will submit the list to the border police. In some cases, due to special local agreements, the list will be directly sent by the Port Agent.
As concerns voyages from and to countries included in the Schengen Area please note that:
After Schengen agreements no list is required as relative border inspections have been abolished.
14.3. Ship delay
Passengers will be duly and promptly informed about any delays and relative reasons by the Company, its representative or by the passenger assistant as far as they know and in any case before the boarding time scheduled. Afterwards, information will be supplied to the passengers on board through loudspeakers by the Hotel Manager or an appointed person, as instructed by the Captain, every 30 minutes at least.
14.4. Ticket sale
Passage tickets shall be sold to passengers not provided with them by the port agent by direct access to the electronic reservation system as prescribed in the relevant operating instruction.
Grimaldi Line ticket will be issued by applying the official fares of the Company.
See IL UTUR 05 in case of emergency passenger ticket check-in.
14.5. Ticket sale to extra-Community passengers
Before issuing a ticket to an extra-Community passenger all security precautions will be taken, in particular identity documents will be checked for compliance with the conditions required for the voyage. See §14.2.1. for details. The shipowner is liable for boarding passengers not provided with valid documents. Doubtful cases shall be submitted to Naples booking office.
Passengers whose documents do not comply will not be admitted on board (even if they hold a ticket)
Drivers are issued a regular boarding card by the port agent. See §13.1 for details
The port agent is responsible for checking the drivers’ identity documents. An identity card valid for expatriation is required also for voyages linking countries included in the Schengen area.
For security reasons, only travellers and staff, including suppliers of goods and services, are admitted on board.
Accompanying persons are not allowed on board ship and shall greet the passengers before boarding. Visitors too are not allowed except under specific authorization by the Company and adequate notice to the Captain.
The observance of these rules will be checked by the port agent and the deck officer with no derogation.
Prompt boarding/debarkation procedures will be ensured to passengers and vehicles by the mutual cooperation of the port agent and the competent immigration and customs authorities.
As concerns voyages to countries included in the Schengen area, “frontier inspections are abolished”.
Possible complaints concerning the ship or the services on board shall be submitted in writing to the Person in charge of the Customer Satisfaction, c/o Grimaldi Lines, Via M. Campodisola, 13 80133 Naples.
14.10. Extraordinary or unexpected occurrences
They are ruled and managed under provisions of the Safety Management System (SMS)
15. OPERATING INSTRUCTIONS FOR ON BOARD STAFF
15.1. General demeanour
Passenger Service staff shall wear the company uniform when on duty or when operating in passenger areas.
The utmost care is required for staff personal hygiene and tidiness.
Relationships with clients shall be marked by utmost courtesy and support.
The staff is not allowed to drink spirits, smoke when on duty or when staying in passenger areas and use or hold drugs.
All members of the crew shall wear a badge with their name and photograph.
As concerns uniforms for:
DECK AND ENGINE-ROOM PETTY OFFICERS AND SEAMEN
GALLEY PETTY OFFICERS AND SEAMEN
Refer to Shipping Office instructions
15.2. Reception – Boarding
On board passenger reception is care of the Hotel Manager.
Boarding time-schedule is established in cooperation with the port agent (see §14.2.)
Thanks to a computerized boarding system, it is now possible to issue boarding cards electronically.
The passenger applies to the Ticket office for Check-in procedures
The Ticket officer checks that the passenger ticket and documents match and issues the boarding card
The passenger gets aboard after a second check-in carried out by the Hotel Manager or a person appointed at the ship entrance
As concerns passengers requiring an up-graded accommodation, follow the procedures as described in §15.3.
15.3. On board Cabin change (up-grading)
Free-of-charge change of the cabin assigned for an up-graded one is not allowed on board, according to the Company policy.
All cabin categories available are fully described in our brochures and on our Internet web-site also by means of photographs.
15.3.1. Charged up-graded accommodation
Any kind of up-grading is allowed subject to ship’s availability and payment of an extra charge.
The personnel on board is entitled to cash the sum due as for a ticket sale
15.3.2. Not charged up-grading
This kind of upgrading is at the Hotel Manager’s exclusive discretion and only if:
the urgent necessity to change accommodation; the cabin as booked is not available for any reason and it is impossible to provide a similar one in exchange.
the upgrading has been authorized by Naples Booking Office
All” requests for up-grading shall be submitted to the ship in writing by Naples Booking Office.
15.4. Debarkation procedures
Passengers, with or without accompanying vehicles, will debark first.
At the end of debarkation procedures, the Hotel Manager will make sure that no passenger (except passengers in transit) has remained on board.
At the end of debarkation procedures, the deck officer shall make sure that no passenger’s vehicle (except vehicles in transit) has remained on board.
15.5. Passengers in transit
Passengers in transit shall be provided with a special transit card that will be returned to the front desk at the end of the voyage.
Passengers not provided with valid documents for debarkation shall remain on board during the stop at the port of call.
15.6. Boarding inspection
Boarding inspection represents a main preventive measure for ensuring ship and passengers’ security.
Passengers getting aboard are subject to inspection as described in §15.2 and 14.2. Once on board, the passenger is not allowed to disembark again.
Passengers in transit shall exhibit a transit permit issued by the Front Desk.
Visitors are not allowed on board, except under special authorization by the Captain.
Company’s ground crew, agents and suppliers can get aboard after due identification, they are recorded on a special book and provided with a numbered ‘visitor’ badge. All the visitors, including Grimaldi Group employees, shall exhibit an identity document.
Port and terminal agents shall inform the Captain about identification marks of their employees or delegates getting aboard for duty.
15.7. Smoking on board
Smoking on board is subject to Italian laws and regulations.
All members of the crew shall cooperate to ensure the observance of relative laws.
15.8. Check of Cabin /Cabin services/Toilets and Public areas
As concerns check of Cabin fittings and conditions as well as of Toilets and Public areas, refer to the Hotel Department operating instructions.
The television set(s) are administered by the Hotel Manager (or by a person appointed). Passengers are not allowed to synchronize channels. During the boarding of passengers, the television sets located in the public spaces shall be employed exclusively for broadcasting information relating safety and security.
15.10.Self Service and Restaurant
Mealtimes have to be adequately arranged in order to ensure a punctual and efficient restoration service, even when the ship is at its full carrying capacity.
Charge meals are provided by a “self service” or a ‘à la carte’ restaurant.
Meal times shall be communicated on tables attached so as to be clearly visible to everyone and will be also announced via loudspeakers at the beginning of every shift. Meal-time scheduling shall be set by taking into account ship arrival and departure times as well as the number of passengers on board.
Good quality meals will be served to our passengers.
Meals served are: Breakfast, Lunch, Dinner.
Some bars will provide snacks.
The Hotel Manager shall carry out regular in-depth inspections of food supplied aboard.
15.12. Meals for drivers
Drivers’ passage ticket includes meals.
15.13. Meals for groups
Meals included in the fares issued to groups of people will be specified on the tickets and on the boarding cards.
15.14. Pre-paid meals
No refund is granted for meals not consumed.
15.15. Check and control of takings
The restaurant, bars and shops are administered by the contractor who is entitled to the relative takings.
The Hotel Manager is liable for Grimaldi Lines takings and will also check the takings of the contractor as collected at the Self Service, restaurant, shops and bar cash desks.
All the transactions cashed, whether pertaining the contractor or Grimaldi Lines, shall be recorded by the DMSQL system installed on board. Bars, “à la carte” and self service restaurants, wellness center and the shop are equipped with touch-screen cash desks.
Guidelines for data transmission to Naples office are provided by the Tourism Accounting Department
Sales on board will be monitored by a person in the Naples office.
15.16. Sale of passage tickets or application of fare balance
The Hotel Manager is responsible for this service. A Grimaldi Lines passage ticket will be issued for each transaction, exclusively in Euros.
This sale and correspondent takings shall be recorded by the DMSQL system.
Credit card payments are accepted according to the conditions set by the accounting department and, if authorized, via POS (see §15.22)
Payments by cheques will not be accepted under any circumstances.
15.17.Foreign currency exchange
No foreign currency exchange service is provided
15.18. Left-luggage service
Ro/pax vessels are provided with a left-luggage service, located in a suitable room. This service is at passenger’s own risk.
The passenger with no accompanying vehicle and accommodated in a cabin may carry an item of luggage with himself while the rest will be left in the left-luggage room.
The passenger with no accompanying vehicle and not accommodated in a cabin may carry only an item of hand luggage with himself, while the rest will be left in the left-luggage room.
15.19. Collection of Grimaldi’s takings
The Hotel Manager will regularly pay the takings to Grimaldi Group:
by handing the takings over to the port agent of the main port of call in Italy.
15.20. Credit card payment
As concerns the utilization of POS terminals, refer to Tourism Accounting Dept. guidelines.
Acceptance of credit card payments in the restaurant is at the Contractor’s discretion.
15.21. Food hygiene
By “food hygiene” the set of measures required for ensuring safety, quality and healthiness of food is intended as adopted by the personnel on board from the receipt of food-products, through storage, preservation, and handling, to their consumption by passengers and crew.
The matter is ruled by Italian current Regulations.
In order to guarantee an excellent quality service to our Clients also in terms of safety of meals provided, specific rules have been set for personnel handling and serving meals and for food preservation. Staff awareness of basic principles of personal hygiene is essential as detailed in the H.A.C.C.P. Regulations Manual.
The scrupulous observance of these provisions will be checked and controlled by the Captain and the Hotel Manager. Monitoring of the application of the HACCP system has been entrusted to external consultants by subcontracting.
Bars are open according to fixed time-schedules.
Bar price list is expressed in Euros and only payments in euros will be accepted.
Bar price list shall be posted up and clearly visible to everyone.
It is forbidden to sell alcoholic drinks to people under 18 years of age.
15.22.1. Bars – Crew and Guest prices
A Crew Price list is applied exclusively to on-board personnel authorized by the Captain. It is also valid for Grimaldi personnel, identified by the specific ‘Grimaldi Group’ badge. Orders have to be paid by cash.
A Shipowner Courtesy Price List is provided for guests (sales included in this price list do not imply takings): guests authorized shall sign the cash desk receipt. Beyond the signature, also the entitled and the guests’ names or the reason for the special treatment shall be added in bold.
15.23. Casino and slot machines
Casino and slot machine areas shall be closed throughout calls at ports (officially from the moment the ship enters territorial waters).
15.24. Sun/sport Deck
Passenger service department is responsible for arranging a “light” daily cleaning and for keeping the area tidy.
“Thorough” cleaning is concern of the deck personnel.
The bar located on the sun/sport deck opens according to seasonal time-schedules.
15.25. Front Desk
• It works as Information Office and Help Desk.
• It is controlled by the Hotel Manager
• It will be open during the voyage and the boarding/debarkation procedures.
The store shall be open according to a fixed time-schedule while it will be closed throughout calls at ports.
Sale of souvenirs and staple commodities only is allowed for voyages to and from countries of the European Union, while on lines to and from non-member countries sale of “duty free” products is authorized.
Prices are expressed in Euros and both cash and credit card payments are accepted (see §15.20.)
“Duty free” products shall exclusively be carried away as they cannot be consumed on board.
15.27. On board sales during voyages to and from countries of the European Union exclusively
According to the 67/B Customs circular of 5/4/2000, goods boarded in Italy for consumption on board will continue to be exempt from the Italian excise duty whether they are provided to travellers free of charge or purchased on board ship. In case these goods are purchased, amounts sold shall be restricted as prescribed below and their sale shall not be effected in areas dedicated to the distribution of meals and consumables (bars, restaurants, etc.). To benefit from duty exemption, all the products shall be opened before being provided to the passenger.
15.28. Ecology, Cleanliness, Washing
Environment awareness is spreading. Conscious of this trend, Grimaldi Lines carries out its activities by ensuring nature safeguard.
The Hotel Manager shall supervise the scrupulous observance of cleaning standards.
Special care shall be paid to the cleaning of the Public Toilets.
Also refer to HACCP provisions.
HACCP provisions are applied.
15.30. Passenger service Suggestion Forms
Passenger service quality standards will be regularly monitored and where required the service will be improved and updated in order to steadily meet our clients’ needs.
15.30.1. Suggestion forms
A questionnaire to be filled in by passengers has been prepared in order to check their appreciation of the services provided.
15.30.2. Distribution of Suggestion Forms
A “Suggestion Form” will be provided in any reserved cabin before boarding.
15.30.3. Collection of Suggestion Forms
Passengers can post the filled in Suggestion Forms in a special “box” located close to the front desk.
Passengers will be preferably invited to fill in the form, but it is absolutely forbidden to put any pressure on them for that. Only the forms filled in spontaneously may be effectively taken into consideration.
Obviously the passenger shall in no way be influenced in expressing his opinions about the ship and service standards provided on board.
15.30.4. Submittal of Suggestion Forms
Suggestion Forms as collected on board are regularly submitted to the Person in charge of the Customer Satisfaction – Mrs Marilena Vittimberga. The passenger may also send the Suggestion Form by mail.
All complaint shall be taken into proper consideration. Even complaints which do not appear as justified will receive proper attention and care.
The Person in charge of Customer Satisfaction shall keep a book recording all the complaints as submitted by the clients.
As a general rule, any claim will be promptly faced and possibly settled by the personnel on board.
Differently, the personnel shall keep a neutral stance. Staff will not state that the passenger is wrong, but not even that he is right, especially if the claim might be followed up by a request for refund or indemnification.
If the client requests members of personnel on board to report facts in writing, staff members will just report “facts as they are” so as not to compromise the claim settlement.
15.32. Damages suffered or caused by a passenger’s vehicle
Any damages caused to the ship and\or to third parties by a passenger’s vehicle shall be indemnified directly by the passenger responsible or by his insurance company. In any case, the Passenger will underwrite an admission of liability before debarkation.
Damages suffered will be charged to the wrongdoer. The carrier is not liable for damages due to force majeure.
In any case the carrier (or its insurance company) is only liable for occurrences that fall within its own responsibility.
15.33. Telephone and Telecommunication Service
All the ships are equipped with a public pay-telephone system.
As a general rule passengers are not allowed to use telephone, fax, or e-mail located in the navigation bridge.
On some ships, passengers are allowed to use their own mobile phone by means of ship satellite roaming (refer to relative notices posted up on board)
15.34. Passenger Safety
The Captain is responsible for passenger safety in accordance with Italy’s and international current Regulations. In particular the provisions of the Safety Management System Manual must be observed. The abandon ship demonstration will be effected in times and conditions as prescribed by the S.M.S. and by current laws.
15.35. Health Service
A doctor is always on board.
Ships are equipped with prescribed first-aid rooms and a nurse.
The doctor will attend to any first aid interventions and will provide medicines. Serious accidents or unexpected serious health conditions (heart attacks, etc.) will be managed by the Captain himself who will arrange for the adequate measures to be taken.
See § 13
15.37. 13/10/1999 Decree (98/41 EEC directive, Article III SOLAS)
See § 12.
See § 11.
15.39. Ship delay
See IL UTUR 04 (Ship Delay Procedure)
15.40. Navigation policing
All the persons on board are accountable to the ship’s Captain.
In case an offence against navigation safety is committed, the Captain may arrest the persons responsible for that.
As per powers granted to him by current laws, the Captain will supervise the observance of the Italian Civil Code provisions on board especially as concerns the preservation of public order.
16.INSPECTIONS AND CHECKS
As concerns inspections and checks on services involving passengers too, refer to SMS and H.A.C.C.P. manuals.
17. CHECK AND CONTROL OF SERVICES AND PRODUCTS THAT DO NOT COMPLY WITH PROVISIONS
By non-complying services and products, the non-observance of the quality standards is intended as prescribed for a product or a service as advertised in the Company’s brochures.
Check and control of non-complying products and services is carried out by means of:
17.2.Scheduled inspections and checks
They are carried out by the Hotel Manager and the ship Quality Panel according to criteria and procedures fixed to the purpose of ensuring the quality standards of the services provided on board.
17.3. Suggestion forms
Suggestion Forms are prepared in the shortest time possible in order to supply immediate measures in the defective areas.
17.4. Comments and remarks from travel agencies
Many passengers address their trusted Travel Agency to express their opinions on voyages. Comments and remarks received in this way are to be taken in the utmost consideration.
17.5.Complaints and Litigations
Any complaint lodged by a passenger shall be taken into proper consideration, as it is evidence of the Client’s dissatisfaction.
Complaints lodged with the Person in charge of Customer Satisfaction
Claims for refund, indemnity and compensation are managed by the Person in charge of Booking and Sales Dept. in Italy.
17.6. Quality standard non observance by suppliers and contractors
Goods and services provided by or purchased from third parties and subcontractors are subject to regular checks and controls. In case they do not comply with specific provisions and/or with the terms of the purchase contract, relative measures will be taken including the settlement of the problem by the supplier/contractor or by Company or the termination of the contract.
18. REMEDIAL AND PREVENTIVE ACTIONS
Quality standard remedial measures may be urged by the ship’s Authorities and/or by the Quality Panel as a result of non-compliance with prescriptions and or as a consequence of passengers’ complaints.
The analysis of the causes for service and product non-compliance with quality standards prescribed as well as of the Clients’ complaints is imperative for bettering the quality of the service. If possible, remedies are immediately applied on board ship by recording the measures undertaken and duly informing the Quality Assurance manager ashore.
When the causes of non-complying services are not easily detectable on board, the problem is communicated to the Quality Manager ashore to be duly investigated and settled. Also in this case any measure undertaken will be duly recorded (including the type of deficiencies and the reasons for them, remedial measures and check of their adequacy and efficacy)