Our Health & Safety Framework

Industry Leader

• We are an industry leader and aim to set a leading example in Health and Safety.
• Our global safety management system encompasses a wide range of destinations, activities, and operations, as well as numerous suppliers worldwide.
• A dynamic system with a multi-faceted view of risk, security, incident management and crisis response, we are continuously evolving to adapt to the environments in which we operate.
• Customer well-being is our priority. We aim to identify, effectively manage and mitigate risks, committing to safeguarding our customers’ health, safety and security.
• We have a strong health and safety team overseeing all operations, organized into special units such as accommodation, excursions and incident investigation.

Collaboration

• We work closely with subject matter experts such as technical specialists, risk intelligence organizations and travel organizations.
• We also work with industry peers, local authorities, tourist boards and most importantly, our suppliers.
• We employ strategic use and analyses of internal and external data, training, site visits, incident reports, legal and industry developments, feedback mechanisms and other tools.
• Our success would not be possible without close collaboration with our teams and external stakeholders.

Training & Communication

• We maintain a comprehensive array of policies and documentation to ensure clear guidance, rigorous standards and consistency of processes throughout the organization.
• Our teams are regularly trained via a custom-built e-learning platform as well as on-site sessions, including on such topics as general safety protocols, risk assessment, managing sickness in destination, driving safely, and safety insights for purchasers, etc.
• We communicate frequently with frontline teams to ensure staff are aware of their health, safety, security and crisis management obligations.
• We provide suppliers with relevant information: checklists, templates, informed content, training and useful links, plus in-destination topic-specific workshops and site visits.

Continuous Learning

• We prioritize continuous learning and improvement and are committed to maintaining safety and security management systems that are dynamic and responsive to evolving operational needs and industry trends.
• These systems undergo ongoing reviews and are formally evaluated at least annually, and after any significant incidents or operational changes.
• We collaborate closely with our legal team and insurers to glean insights from legal claims and judgments, ensuring that lessons learned are integrated into supplier safety management processes.
• Leveraging technology, we employ innovative auditing methodologies, geolocation solutions, and integrate health, safety, and security requirements into internal contracting, operational, and payment systems.

Risk Assessment

• We operate a risk-based supplier assessment program that involves assessing the degree to which select contracted hotel, excursion and transportation suppliers and activity providers meet reasonable standards of health, safety and security practice.
• For complete objectivity, we use an external third-party assessment specialist company with extensive expertise in this field.
• We incorporate, so far as possible, robust health, safety and security clauses in supplier contracts, including compliance with local regulations, insurance and licensing requirements, as well as specific minimum standards for excursions, transportation, and accommodation.
• Fundamental health, safety and security standards are woven throughout our supply chain.

Incident Response

• We use a global incident reporting tool that enables incidents to be reported by operational and customer service teams.
• A central incident investigation team, who are experienced and trained in undertaking root-cause analysis, manages and investigates incidents in a risk-based way, employing the combined use of technology and expertise.
• We also strive to use the trends indicated by macro incident data to help shape and direct future health, safety and security management measures and resources, ensuring focus remains on areas of greatest risk.
• We do all that we can to prevent incidents from occurring by pre-empting the reasonably foreseeable root causes of them. That said, procedures are also in place for managing incidents that do occur despite our best efforts.

Crisis Management

• Our central and local teams follow a Crisis Management Plan to coordinate the response to handle any customer inquiries, concerns, and requests for assistance by maintaining transparency and empathy in communications with customers.
• We work closely with local partners, hotels, transportation providers, and other stakeholders including local authorities and emergency services to coordinate response and share information.
• In the aftermath of an incident, we conduct a post crisis review to analyze the response, identify areas for improvement and update crisis management plans, processes and procedures where necessary.
• Note that the nature and extent of any response may vary based on risk determination, individual circumstances, contractual obligations and other factors.

Security Management

• We develop and update manuals for hotels, destination management companies (DMCs), and corporate areas, provide internal security advice and support as needed, and carry out security management and awareness training as part of our risk mitigation strategy.
• We adhere to foreign office advice and avoid restricted areas, monitor global threats, and ensure asset protection with essential security standards, all within our defined risk appetite.
• We identify and assess risk by profiling country risks and providing decision-making intelligence, while also building local security partnerships.
• For post-incident management, we plan emergency responses, provide crisis support, conduct investigations, and review security management procedures.

Business Continuity Management

• We incorporate tried and tested methodology as part of our overall approach to continue to deliver our products and services at a pre-defined level within an acceptable time frame during a disruption.
• Our continuity requirements are identified as well as the implementation of recovery strategies and business continuity plans to protect and continue the operations.

Transparency

• We endeavor to meet clients’ health and safety expectations by maintaining a robust and risk-based safety and security management system that, at minimum, meets general industry expectations.
• Our health, safety and security team are willing to demonstrate and discuss with clients our health and safety processes to help provide clarity and assist clients with fulfilling their own due diligence obligations.

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The content presented in this document is for informational purposes only. Intercruises has made all reasonable efforts to ensure the information detailed in this presentation reflects the actions being planned or implemented in practice at the time of original publication. Any statements contained within should be interpreted as being matters of reasonable endeavor. This presentation may be superseded by later versions.

If you would like any further information, feel free to contact us at: info@intercruises.com