Boat hire or cruise emergency at night or at the weekend: who should I contact?

During your trip, your first point of contact is always the local team: the base manager for a boat hire, the crew for a cruise. They can step in fastest, especially outside Filovent concierge service hours (Monday to Friday, 09:30 to 18:30, Paris time). Once the situation is under control, report the problem on site: this is essential for Filovent to follow up on your complaint afterwards. In case of danger, contact the emergency services first.

In a life-threatening emergency, call the emergency services

Serious injury, man overboard, water ingress, fire: alert the emergency services immediately, before doing anything else.

• At sea: Mayday on VHF channel 16 (on-board radio) or DSC distress alert, monitored by the coastguard (MRCC, called CROSS in France).
• In Europe: 112, free emergency number from any phone, landline or mobile.
• In France: 196, free maritime rescue number (CROSS) from a mobile phone.
• Outside Europe: note down the local emergency number for your destination before you leave.

Then notify the base manager or the crew, followed by your travel insurer’s 24-hour assistance line if you need medical care or repatriation. In the EU, also carry your GHIC.

Boat hire: contact the base manager

Engine failure, damage, equipment problem or incident at anchor: if you have a problem on board, the base manager is your first point of contact.

Skippered hire: speak to your skipper first.

Why the base manager rather than Filovent?

The base manager knows the boat and the sailing area, and can come out to you or send a technician. Filovent’s team works from its offices and cannot come out to you. Contacting the base manager first means getting a solution faster.

Where can I find their contact details?

The base manager’s contact details are in your Filovent client area, under ‘Partner details’. Save them in your phone before you board.

Cruise: the crew handles everything, except in two cases

On board, the crew handles the vast majority of problems: comfort, meals, equipment, health, organisation of stopovers. Speak to them directly.

Two situations, however, should go to the cruise partner, who organises your trip:

• a travel problem, at departure or arrival (delay, change of port, missed transfer);
• a cabin that does not match the one you booked.

The cruise partner’s contact details are also in your Filovent client area.

Always report the problem on site

Once the situation is under control, report the problem during your trip, without waiting until you get home:

• to the base manager for a boat hire;
• to the crew or the cruise partner for a cruise.

To report it, you can:

• send them a WhatsApp message;
• send them an email;
• or go and see them in person.

A written message (WhatsApp or email) has the advantage of leaving a dated record. Without an on-site report, Filovent will not be able to follow up on your complaint after you return. Also keep any photos and receipts for expenses, which will be useful if you need to make an insurance claim.

Contacting the Filovent concierge service

The Filovent concierge service supports you alongside the base manager or cruise partner, for any question about your trip or to follow up on a problem reported on site.

The concierge service can assist you in French, English, Spanish, Italian and German.

Two switchboards are also listed among the useful Filovent numbers: +33 1 70 80 97 52 for boat hire and +33 1 70 80 97 38 for cruises. During your trip, however, contact the concierge service first.

Who should I contact at night and at the weekend?

Filovent has no 24/7 emergency line. Outside concierge service hours, contact the base manager, the crew or the cruise partner. Messages sent to Filovent outside office hours are dealt with as soon as we open, on the next working day.

What to do if something goes wrong

• Before you leave: save the contact details of the base manager or cruise partner, the concierge service and your travel assistance insurer in your phone, and write them down on paper too.
• If there is a problem: keep your booking number, the name of the boat and, at sea, your position close at hand.
• Before any repair: do not bring in an outside repairer without the base manager’s approval.
• After the incident: report the problem on site, take photos and keep your receipts.