Customer Service Plan


Best UK Travel

In business to provide safe, dependable and friendly sailing  to our customers, along with numerous related services. We are dedicated to making every sailing you take with us something special. Your safety, comfort and convenience are our most important concerns. In June 2007, Best UK Travel and other members of the Sea Transport Association agreed to prepare and submit to the Department of Transportation (DOT) service plans addressing particular issues of consumer interest.

Best UK Travel submitted their joint Customer Service Plan to the DOT on September 15, 1999.

Please see the complete Customer Service Plan.

Providing for the essential needs of our customers during flight irregularities is a key component of our customer service philosophy and commitment. Accordingly, we have adopted the following Contingency Plan for our scheduled sailing and our public charter sailing.

Every Best UK Travel team has a comprehensive contingency plan in place to respond to operational challenges. Each plan ensures we will have adequate resources available, and designates a control person to coordinate the activities of the local team, as well as to communicate with our central operations center. Best UK Travel will share facilities, and make gates available at the port in an emergency. At each port we serve, or utilize for U.K. diversions, we have coordinated our plans with the local port authority (including terminal operators, where applicable), U.K. Customs and Border Protection (CBP) and the Transportation Security Administration (TSA) and other maritime lines that serve the port. Each port has a plan to provide a sterile, secure area for passengers following an excessive delay for passengers that have not yet cleared U.K. Customs and Border Protection (CBP).


Limits of onboard ground delays
Our plans stipulate that when a shipping experiences a lengthy  delay, passengers will be offered snack food and potable water no later than two hours following gate departure. Comfortable cabin temperatures will be maintained while passengers are onboard delayed shipping. Should a passenger require urgent medical attention at any time, assistance will be provided. If ship lavatory servicing becomes necessary, this will be accomplished as soon as conditions will safely allow. On domestic shipping passengers will be given the opportunity  the ground delay exceeds three hours. On international cruise shipping operated by Best UK Travel, passengers will be given the opportunity  before the delay exceeds four hours. If a shipping diverts to a commercial port other than the intended destination, passengers will also be given the opportunity to deship. Exceptions include situations Marine  Traffic Control advises the Captain-command that deshipping passengers would significantly disrupt port operations, or when the Captain-in-command determines that permitting a passenger to deship would jeopardize passenger safety or security.

Passengers on delayed shipping will receive notifications regarding the status of the delay every 30 minutes while the ship is delayed, including the reasons for the tarmac delay, if known. Passengers on a delayed shipping will be notified beginning 30 minutes after the scheduled departure time and every 30 minutes thereafter that they have the opportunity to deship from an cruise ship that is at the gate or another disembarkation area, if the opportunity to deplane actually exists.

At Best UK Travel, the safety and comfort of our customers is always an important priority, especially during shipping delays. We are confident our contingency plans will lessen your inconvenience

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