Who should I call in an emergency on a yacht charter or cruise, at night or on weekends?

In case of danger, call emergency services first (VHF channel 16 at sea, 112 in Europe, 911 in the U.S.). For any other problem, your first point of contact is the partner on site: the base manager on a yacht charter, the crew on a cruise. They can step in fastest, especially when the Filovent concierge service is closed.

In a life-threatening emergency, call emergency services

Serious injury, man overboard, taking on water, or fire: alert emergency services immediately, before doing anything else.

• At sea: VHF channel 16 (onboard radio), monitored by the Coast Guard and maritime rescue coordination centers (MRCCs, called CROSS in France). Say “Mayday” three times or press the DSC distress button.
• In Europe: 112, free emergency number from any phone, landline or cell.
• In France: 196, free maritime rescue number (CROSS) from a cell phone.
• In the U.S. and U.S. Virgin Islands: 911.
• Elsewhere: write down the local emergency number for your destination before you leave.

Then notify the base manager or the crew, followed by your travel insurance provider if repatriation or medical care is needed.

Yacht charter: contact the base manager

Engine failure, damage, an equipment problem, or an incident at anchor? The base manager is your first point of contact.

Skippered charter: talk to your skipper first.

Why the base manager rather than Filovent?

The base manager knows the boat and the cruising area, and can come out to you or send a technician. Filovent can’t send anyone to you from its offices, so calling the base manager first is the fastest way to get help.

Where can I find their contact information?

The base manager’s contact information is in your Filovent client portal, under “Partner details”. Save it 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, and port-stop logistics. Talk to them directly.

Two situations, however, are handled by the cruise partner, who organizes 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 information is also in your Filovent client portal.

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 yacht charter;
• 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 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 file 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.

Filovent also has two direct lines: +33 1 70 80 97 52 for yacht charters and +33 1 70 80 97 38 for cruises (see all useful Filovent numbers). During your trip, however, contact the concierge service first.

Who should I contact at night and on weekends?

Outside concierge service hours, contact the base manager, the crew, or the cruise partner. Filovent has no 24/7 line: messages sent after hours are handled on the next business day.

What to do if something goes wrong: quick checklist

• Before you leave: save the contact information of the base manager or cruise partner, the concierge service, and your travel insurance provider to your phone, and write it 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 repair service without the base manager’s approval.
• After the incident: report the problem on site, take photos, and keep your receipts.