Royal Caribbean Cruise Lines 2001 Annual Report Download - page 21

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Royal Caribbean Cruises Ltd. 19
CUSTOMER FOCUS
Customer service, frequently praised by guests, is the hallmark of cruise vacations with
Royal Caribbean International and Celebrity Cruises. Guests are at the center of everything
we do, and their comfort and safety are always paramount concerns. The company’s focus on
customers was never more evident than after U.S. air travel was grounded following the
September 11 terrorist attacks. Every ship simultaneously faced an abnormal operating
environment.“Your willingness and ability to manage this unforeseeable and tragic emergency
went far above and beyond what might be expected of any company under the circum-
stances,” wrote Victoria and Anthony Spellman of Scottsdale, Arizona. Susan Mahoney and
Victoria Willis of Gilbert, Arizona, wrote, "We were told that if we stayed in your care, we
would be taken care of, and we would get home safe. You did exactly as you promised . . .
Somehow,‘thank you’ does not sound like enough."
center of
everything