UPDATE ON DIAMOND PRINCESS

Diamond Princess Disinfection

Updated March 31, 2020

Princess Cruises today confirmed the completion of a thorough disinfection of the entire Diamond Princess vessel by US-based BELFOR Holdings, Inc., which includes all public and crew access areas, staterooms, crew cabins, dining and entertainment areas.  

BELFOR was selected from among many top service providers that responded to Princess Cruises global request for proposal and was approved by the Japanese Ministry of Health, Labor and Welfare (MHLW) which instituted the quarantine of the ship.  

Working with oversight by Princess Cruises and MHLW authorities, BELFOR conducted level-three cleaning procedures according to the protocols established, specified, monitored and approved by the Center for Toxicology and Environmental Health (CTEH), MHLW and Princess Cruises.  

Implementing the highest regard for the safety and wellbeing of all individuals involved in the disinfection process, technicians have been cleaning using high-grade, full personal protective equipment (PPE). The process entailed first the removal of all linens, bedding, and other material. Then, the team disinfected the entire vessel (all areas in which guests and crew interacted with the vessel) including all high touch surfaces (corridors, handrails, door handles, etc.) and the application of disinfectant. Disinfection and cleaning also included carpet and hard-surface flooring as well as the entire heating, ventilating, air conditioning (HVAC) systems through-out the ship. 

Hundreds of team members from BELFOR’s Japan and North America operations, Environmental, HVAC and Marine Divisions, have been working around the clock since early March to complete the project. 

The sanitizing of Diamond Princess has been completed and the vessel was subsequently presented with a certificate by the MHLW lifting the quarantine and confirming Diamond Princess is fit to sail with no traces of COVID-19 on board. 

As planned, Diamond Princess has moved move from its present location at Daikoku terminal in Yokohama harbor to a nearby shipyard to complete hotel refurbishment – including the replacement of all mattresses, linens, games, toys, and other service items – as well as some planned technical projects. This phase is expected to be completed in May 2020. 

Princess Cruises had previously voluntarily paused global operations of its 18 cruise ships until May 10. Details of subsequent cruise departures will be published in due course. 


About BELFOR Holdings, Inc.  
BELFOR Holdings, Inc. operates a number of companies around the world, many of which complement the core work provided in the restoration industry, including BELFOR Property Restoration, the world’s largest disaster restoration company. For nearly 75 years, BELFOR has provided residential, commercial and industrial customers every service needed to help return to normal operations in the aftermath of manmade or natural disasters. From water and flood restoration services, fire and smoke recovery, structural damage repair, disinfection services and biohazard cleaning, to the recovery and restoration of equipment and vital documents, BELFOR has a rapid and proven response. BELFOR companies operate in more than 31 countries with 300+ offices employing over 9,200 full-time experienced restoration specialists who are dedicated to “Restoring More Than Property.”  


For more information, please visit www.belfor.com

VIDEO SUPPORTING EVERYONE ON DIAMOND PRINCESS
#HANGINTHEREDIAMONDPRINCESS

Guest Disembarkation Complete + Team Member Quarantine

Updated February 27, 2020

Princess Cruises can confirm that disembarkation of all guests aboard Diamond Princess is complete. Specialists from the Princess Care Team and Family Assistance programs remain available to both guests and team members.

Currently, there are fewer than 500 team members on board, with some awaiting government charter flights. For those team members who will not depart by government charter flights, we have finalized plans with the Japan Ministry of Health for a quarantine shoreside facility in Japan.

Princess Cruises has hired Aspen Medical, an award-winning and WHO-certified company with extensive global experience in delivering public health services, to provide team members with health and wellbeing care during a quarantine at a land-based center in Japan. The Australia-based company will deploy as many as 60 professionals including clinically certified doctors, nurses and environmental health officers along with operations personnel. Aspen Medical will provide services at the facility including daily health checks, laundry services, meal service, housekeeping service and assist with recreational activities.

This secondary quarantine is required by the Japan Ministry of Health, out of an abundance of caution, to ensure the health and well-being of each team member. Aspen Medical will be operating under the direction of the Japan Ministry of Health, which is ultimately responsible for the quarantine.

Global Search for Best-in-Class Cleaning and Disinfection Service Provider for Diamond Princess in Japan 

Updated February 22, 2020

Princess Cruises announced today a global search for a best-in-class service provider with advanced, scientifically proven cleaning and disinfection capabilities to perform work onboard Diamond Princess. The work will begin after the guests and crew have disembarked, following the quarantine of the ship in Yokohama. Princess is seeking proposals and estimates from the most technologically advanced service providers in this business. The company is in action to manage an extensive out of service cleaning, disinfection and refurbishment period.   

“Our focus continues to be on the safety and well-being of our guests and crew. We are seeking to identify the best resources to partner with to clean and disinfect the ship from bow to stern,” said Jan Swartz, Princess Cruises president. “To accomplish this critically important undertaking, Princess will engage a vendor that has experience in significant cleaning and disinfection projects and experience in the use of the disinfectant agent Virox®, which is well-known to be an effective disinfectant. The expert use of personal protective equipment is also a requirement for the chosen service provider.”  

Diamond Princess is a 115,875 gross ton passenger vessel which operates as a floating hotel and resort. The company has detailed the areas and requirements for cleaning and disinfecting which include, but are not limited to, the following locations and all surfaces:  

  • Staterooms: the removal and proper disposal of all towels (bath, face, hand), bed linens, mattress pads, pillows, duvets, shower curtains, and mattresses 
  • Carpets, draperies, and other soft furnishings 
  • All corridors and handrails   
  • Housekeeping storage and service areas  
  • Galleys, pantries, dishes, service ware  
  • Restaurant and food and beverage areas 
  • Entertainment areas 
  • Public venues (retail shops, spa, salon, fitness center, etc.) 
  • Technical and machine spaces 
  • All crew living areas 
  • All deck areas and handrails 
  • Medical Center 
  • Air handling units and ventilation: Cleaning and disinfecting of air handling units including ducts, fan rooms, coils and systems will be developed by Princess’ Technical Services separately using specialist cleaning contractors. 
  • All marine, hotel and operations equipment 
  • Any other areas required after an appropriate assessment  

Princess is seeking a specialist vendor prepared to work within set standards and across government entities. Companies who wish to submit a proposal should be prepared to comply with detailed standards set forth by experts in health protocols and administration such as the Japanese Ministry of Health, the U.S. Center for Disease Control and the World Health Organization, in addition to the operational standards established by Princess Cruises. 

Diamond Princess was built in Japan and has become the most beloved ship of Japanese cruisers serving as flagship of Princess for the region, homeported in Japan.  Princess Cruises plans to keep Diamond Princess in Japan to support the leisure travel / maritime industry and the related local economies of the places we visit. 

Qualified companies should contact hagroupsupplychain@hagroup.com to communicate interest in presenting capabilities and intention to prepare a bid. Full specifications and requirements will follow.  Proposals are to be received by February 26, 2020. 

​End of Quarantine Disembark Begins

Updated February 20, 2020 UTC+9

Approximately six hundred guests onboard Diamond Princess were the first to be cleared by the Japanese Ministry of Health and released to disembark the ship yesterday.

These guests — all being cleared after a COVID-19 test by the Japanese Ministry of Health — were met in the Yokohama cruise terminal by Jan Swartz, President of Princess Cruises.

Several hundred other guests are expected to be cleared today by health officials.

Video from Rai Caluori, Vice President of Princess Cruises

Updated February 19, 2020 UTC+9

Video links to the latest messages from Rai Caluori, Executive Vice President supporting the global work being done for Diamond Princess.

Watch video on Facebook | Watch video on YouTube | Watch video on Twitter


End of Quarantine and Disembark Process

Updated February 19, 2020 UTC+9

Princess Cruises confirms that the Embassies of Canada, Australia and Hong Kong are coordinating the collection and transport of their respective citizens (guests and crew) via charter flights today. Based on information provided by the embassies directly to their citizens, they will also require an additional 14 days of quarantine upon arrival in their country of origin. A negative COVID-19 test following this quarantine will be required before being allowed to travel to their final destination. We expect to receive confirmation of the exact numbers of those traveling on these charter flights after the flights have departed.

According to the Japanese Ministry of Health, the disembark process for those individuals who are not taking government repatriation flights will start today. The disembark process will be undertaken over several consecutive days, since they will be tested, and the testing and results require two to three days to complete. A certificate that indicates a negative COVID-19 test result is expected to be granted by Japanese health authorities to exit the ship.

Jan Swartz, Princess Cruises president is back in Japan with other members of her team supporting our response operations and preparing for the disembarkation of our guests.

Working in coordination with the Japanese Ministry of Health, Princess Cruises will be monitoring the progress of guests who have contracted COVID-19 and will be offering travel assistance to these individuals upon their recovery (and delivery of a heath certificate by Japanese health authorities).

Because of the extraordinary circumstances onboard Diamond Princess, the company is refunding the full cruise fare for all guests including air travel, hotel, ground transportation, pre-paid shore excursions, gratuities and other items. In addition, guests are not being charged for any onboard incidental charges during the additional time onboard. Princess Cruises will also provide guests with a future cruise credit equal to the cruise fare paid for the voyage

Additional Cases Confirmed by Ministry of Health & World Central Kitchen

Updated February 18, 2020

Princess Cruises confirms announcements, made by the Japanese Ministry of Health, over the past 48 hours, that include a total of 169 new positive cases of COVID-19 onboard Diamond Princess. Nationality information for these new cases is still being verified.

We continue to follow guidance from the Japanese Ministry of Health on plans for disembarkation protocols to provide medical care for these new cases.

Princess Cruises can also confirm the Government of Canada and the Government of Australia are also planning to repatriate its citizens and permanent residents via chartered aircraft.  For more information about these transportation plans, please contact each individual government.

For our guests and crew onboard, Princess Cruises has engaged and partnered with World Central Kitchen (WCK), a non-profit organization founded by chef José Andrés, which uses the power of food to heal and strengthen communities in times of crisis and beyond. Starting with lunch today, we will be integrating WCK meals into our food service options. Meals will continue to include breakfast, lunch and dinner, which will be delivered to staterooms accommodating all dietary requirements.

Intentions of the Canadian Government on behalf of its guest/crew nationals

Updated February 17, 2020

Princess Cruises was notified by the Canadian Embassy in Tokyo that the Government of Canada will provide chartered aircraft to bring all Canadian persons, currently quarantined on Diamond Princess, back to Canada.   

Princess Cruises will continue to follow the direction of the Japanese Ministry of Health and as directed we will coordinate with the Canadian Government and the Canadian Embassy in Tokyo. 

For information about their plans, please contact the Government of Canada. 

 New Cases and Confirming Plans for Disembark to Diamond Princess  

Updated February 16, 2020

Princess Cruises confirms an announcement, from the Japanese Ministry of Health, of 67 new positive cases of COVID-19 (previously referred to by health officials as novel coronavirus) onboard Diamond Princess. As reported by the Ministry of Health the nationalities of the new cases include Australia (5); Canada (3); China (3); Germany (2); Hong Kong (1); Kyrgyzstan (1); India (2); Japan (27); Philippines (17); Taiwan (1); United States (5).  We are following guidance from the Japan Ministry of Health on plans for disembarkation protocols to provide medical care for these new cases. 

Princess Cruises was notified yesterday by the U.S. Embassy in Tokyo that the U.S. Department of State will provide chartered aircraft to bring American citizens and permanent residents (guests and crew), currently quarantined on Diamond Princess, back to the United States. Princess Cruises will continue to follow the direction of the Japanese Ministry of Health on this matter and, as directed we will coordinate with the U.S. Department of State and the U.S. Embassy in Tokyo. For information about their plans, please contact the U.S. Department of State.  

Princess Cruises can also confirm that the Japanese Ministry of Health has begun to share preliminary plans as we move toward Feb. 19, and the ending of the quarantine. This information was shared by Princess Cruises in a letter to guests and crew members aboard the Diamond Princess (see below).

Over the last two days plans by the Japanese Health Ministry for voluntary disembarkation of medically vulnerable guests have begun. Twelve guests in this group who have tested negative for the coronavirus have voluntarily disembarked the ship. Fifty-five guests that tested negative within this group have decided to remain onboard.   

Communication about American persons onboard Diamond Princess from U.S. Embassy, Tokyo on behalf of US Department of State  

Updated February 15, 2020

Princess Cruises was notified by the U.S. Embassy in Tokyo that the U.S. Department of State will provide chartered aircraft to bring all American persons (guests and crew) who are either citizens or permanent residents, currently quarantined on Diamond Princess, back to the United States.   

Princess Cruises will continue to follow the direction of the Japanese Ministry of Health and as directed we will coordinate with the U.S. Department of State and the U.S. Embassy in Tokyo. 

For information about their plans, please contact the U.S. Department of State.  

Videos from Princess Cruises

Updated February 13, 2020 at 7:45PM PT

Princess Cruises emphasizes that the health and well-being of our guests and teammates remains our top priority.

Video links to the latest messages from our executive team supporting the global work being done for Diamond Princess.

An update on Diamond Princess from Jan Swartz, President

Watch video on Facebook | Watch video on YouTube | Watch video on Twitter

An update on Diamond Princess from Rai Caluori, Executive Vice President

Watch video on Facebook | Watch video on YouTube | Watch video on Twitter

A message from Dr. Grant Tarling, MD, MPH, Chief Medical Officer for Princess Cruises

Watch video on Facebook | Watch video on YouTube | Watch video on Twitter

Voluntary Guest Disembarkation Plan and Additional Cases

Updated February 12, 2020 at 11:00PM PT

Princess Cruises has been informed that over the next several days, Japanese health officials are planning a voluntary disembarkation of guests to complete their quarantine period at a shoreside facility. From the information available it is our understanding that this will be a phased approach, with the most medically vulnerable guests in the first phase, including older adults with pre-existing health conditions.

According to officials, guests in the first group will be tested for the 2019 novel coronavirus. If the test is positive, they will be transported to a local hospital for further evaluation and isolation. If the test is negative, they will be given the option to leave the ship and be transported to a quarantine housing facility.

These are the details provided by health officials about the temporary facilities:

  • The housing facility includes individual rooms and individual bathrooms
  • There are no clinics at these facilities. Prescription medication will be provided, but medical care will require transport to a hospital or clinic.
  • The food available will not accommodate dietary preferences but will accommodate certain medical conditions. The meals provided will be Japanese bento-style boxes. No Western meals will be available.

Princess Cruises confirmed that all guests onboard remain welcome to stay onboard through the end of the quarantine period.

Princess Cruises also confirms the announcement, from Japan health officials, of 44 new positive cases of Coronavirus onboard Diamond Princess.

Additional Cases Confirmed by Ministry of Health

Updated February 11, 2020

Princess Cruises confirms an announcement, from the Japanese Ministry of Health, of 39 new positive cases of Coronavirus onboard Diamond Princess.

We are following guidance from the Japan Ministry of Health on plans for disembarkation protocols to provide medical care for these new cases.

The Japan Ministry of Health has been the lead public health authority defining the testing protocols for all guests and crew on Diamond Princess. Questions on the timeline, test results and reporting protocols should be directed to them.

Additional information will be shared as soon as it is made available to use by the Ministry of Health.

Additional cases

Updated February 10, 2020

Princess Cruises confirms an additional 66 cases of Coronavirus as tested by the Japanese Ministry of Health on Diamond Princess. These cases are from Australia (four), Canada (one), England (one), Japan (45), Philippines (three), Ukraine (one) and USA (eleven).  

We are following guidance from the Japan Ministry of Health on plans for disembarkation protocols to provide medical care for these new cases.  

Since it is early in the quarantine period of 14-days, it was not unexpected that additional cases would be reported involving individuals who were exposed prior to the start of the quarantine. 

The Japan Ministry of Health has been the lead public health authority defining the testing protocols for all guests and crew on Diamond Princess. Questions on the timeline, test results and reporting protocols should be directed to them. The quarantine end date remains at February 19, unless there are any unforeseen developments. 

Additional information will be shared as soon as it is made available to use by the Ministry of Health. 

Compensation – Full Refund and Future Cruise Credit

Updated February 9, 2020 at 2:30PM PT

Because of the extraordinary circumstances onboard Diamond Princess, Princess Cruises will refund the full cruise fare for all guests including air travel, hotel, ground transportation, pre-paid shore excursions, gratuities and other items. In addition, guests will not be charged for any onboard incidental charges during the additional time onboard.

Princess Cruises will also provide guests with a future cruise credit equal to the cruise fare paid for the voyage which ended on February 4.

Princess Cruises also confirmed that although all gratuities will be refunded back to guests the company will ensure crew members receive their designated gratuities for the work performed.

Guests have been provided a letter delivered to their stateroom with details on how to process this refund.

Diamond Princess Update from Princess Cruises President Jan Swartz

February 8, 2020 at 8:30 PM PT

Our global team is working tirelessly to continue supporting Diamond Princess guests and crew during this challenging time. As onboard needs continue to evolve, here’s an update on our current priorities. We will continue to provide updates as they are available.

Watch Video on YouTube

Princess Cruises confirming an additional six cases of Coronavirus, tested by the Japanese Ministry of Health on Diamond Princess. Separately, over the past two days, ten guests were disembarked needing other medical (not for Coronavirus) and were transferred to local hospitals. Information on nationalities of these new guests will be forth coming. 
 
“Our guests and crew onboard Diamond Princess are the focus of our entire global organization right now and all of our hearts are with each of them,” said Jan Swartz, Princess Cruises president. “In this unprecedented situation, the Japanese Ministry of Health authorities are working with us collaboratively on additional enhancements, approving new procedures as we adapt our process to the unique challenges of this situation.”  
 
In partnership with the Japan Ministry of Health the ship has received additional medications which are being sorted and distributed based on medical and urgent priority. 

The company continues to look for the most effective ways to help keep guests healthy, which includes mental health. Telephone access has been arranged for guests experiencing mental stress with trained counselors who can provide support. Both English and Japanese-speaking counselors are available, and guests can call directly from their staterooms.
 
In-stateroom television programming improves by the day and printed newspapers in 30 languages are available. The ship’s entertainment team has added TV satellite stations along with an additional 50+ movies added in various languages and other entertainment. Guests also have access to fitness and exercise videos such as Tai Chi and yoga.

Rai Caluori, EVP at Princess Cruises Provides Update on Diamond Princess in Yokohama

February 7, 2020 at 10:30 PM PT

Although we are facing many limitations and challenges, we are doing our best to deliver the ship’s most critical needs. We are also working to provide as much care and comfort as we can to everyone onboard. We hope these gestures will lift the spirits of those onboard in this difficult time.

Watch Video on YouTube

Guest Experience on Diamond Princess

Updated February 6, 2020 at 7:30 PM PT

Our team on board Diamond Princess, supported by our shoreside colleagues, is actively working to care for our guests to ensure their comfort and well-being. These are such unusual circumstances so our team has activated new in-room entertainment offerings which include:

  • Eight (8) new satellite TV channels
  • More than 80 new video-on-demand releases, including movies in various languages, concerts and in-cabin fitness videos
  • Cruise Director Show (The Wake Show) in English and Japanese
  • Printed newspapers in 36 languages
  • Pre-printed trivia, daily puzzles, games and arts and crafts
  • Radio Taiso (popular calisthenics) videos
  • Kids’ activity packs
  • Food & beverage options offered via room service

New Cases / Nationalities / Quarantine End Date 

Updated February 6, 2020 at 7:30 PM PT

Princess Cruises can confirm the nationalities of the 41 people who were tested positive for Coronavirus are from Argentina (one); Australia (five); Canada (five), Japan (21); United Kingdom (one) and United States (eight).

The Japanese Ministry of Health has confirmed this is the last batch to be tested and the quarantine end date will be February 19, unless there are any other unforeseen developments. The Japanese government is also providing our ship and team members additional manpower support.

During the remainder of the time onboard, guests will continue to be provided complimentary internet and telephone service to stay in contact with their family and loved ones. In addition, we have added additional live TV channels and a large selection of in-room movies available in multiple languages. The cruise activities staff is packaging games, puzzles and trivia and delivering them to guest staterooms.

New Coronavirus cases

February 5, 2020 at 6:00 PM PT​

Princess Cruises can confirm that we have been notified that amongst the second set of samples that have completed testing,10 additional people have tested positive for Coronavirus. This includes four Japanese guests, one guest from Taiwan, two Americans, two Canadians and one guest from New Zealand.


Local public health authorities will be disembarking those guests for transport to local hospitals immediately.


The health and safety of our guests and crew remains our top priority.  We continue to work closely with the Japan Ministry of Health on all protocols and procedures while ensuring the comfort of our guests.

Confirmed cases of Coronavirus on Diamond Princess

February 4, 2020 at 6:00 PM PT​

Princess Cruises can confirm that the first phase of health screening of all guests and crew onboard Diamond Princess, by the Japanese Ministry of Health, has been completed. We were notified that amongst the samples that have completed testing, 10 people have tested positive for Coronavirus. This includes two Australian guests, three Japanese guests, three guests from Hong Kong, and one guest from the U.S. in addition to one Filipino crewmember.

These 10 persons, who have been notified, will be taken ashore by Japanese Coast Guard watercraft and transported to local hospitals for care by shoreside Japanese medical professionals. It has been confirmed that the ship will remain under quarantine in Yokohama. The length of the quarantine will be at least 14 days as required by the Ministry of Health.

The ship plans to go out to sea to perform normal marine operations including, but not limited to, the production of fresh water and ballast operations before proceeding alongside in Yokohama where food, provisions, and other supplies will be brought onboard.

Guests will continue to be provided complimentary internet and telephone to use in order to stay in contact with their family and loved ones, and the ship’s crew is working to keep all guests comfortable.

Princess Cruises will continue to fully cooperate with and follow the instructions of global medical authorities and the Japanese government.

We will also be cancelling the next two Diamond Princess cruises departing Yokohama (Feb 4 and Feb 12) and will begin notifying guests today.

Princess Cruises confirms there are 2,666 guests and 1,045 crew currently onboard covering a range of nationalities. Approximately half the guests onboard are from Japan.

Cancellation of Diamond Princess – February 4 Cruise (Yokohama)

Princess Cruises thanks the Japan Ministry of Health for their thorough review of the health status of guests and crew aboard Diamond Princess. The cruise line has decided to cancel the next voyage of Diamond Princess to help facilitate the health screening and records review process.

Diamond Princess was due to depart Yokohama (February 4, 2020) for an eight day round trip cruise. However, the decision was made to cancel the cruise because of the time needed for the authorities to complete their comprehensive review.

All guests will receive a full refund. Each guest will also receive a one hundred percent future cruise credit.

While this decision will be disappointing for our guests, we feel they will understand the commitment to continue to work closely with the health authorities because we share a common goal of looking after the safety and well-being of our guests, crew and the places we visit.

Princess Cruises confirmed there are 2,666 guests currently onboard covering a range of nationalities. About half the guests are from Japan.

We will provide a further update once we have more information. 

Yokohama, Japan (4 Fev, 2020 GMT+9)

Princess Cruises has confirmed the turnaround of Diamond Princess has been delayed for approximately 24 hours to allow Japan public health authorities the opportunity to review the health status of all guests and crew on board.

On the previous voyage, a guest from Hong Kong, embarked in Yokohama on January 20, sailed one segment of the itinerary, and disembarked in Hong Kong on January 25. He visited a local Hong Kong hospital, six days after leaving the ship, where he later tested positive for coronavirus on February 1. While on the ship he did not visit the ship’s medical centre to report any symptoms or illness. The hospital reports that he is in stable condition and the family members traveling with him remain symptom-free.

The safety, security and well-being of all guests and crew is our absolute priority. The review of the arriving guests and crew, by Japanese health authorities, is standard practice after a guest tested positive for coronavirus and we are working closely with the local authorities to provide detailed records to facilitate their review.

Diamond Princess arrived in Yokohama early from a 14-day round trip itinerary, which departed from Yokohama (Tokyo) on January 20 and was scheduled to return on February 4. There are 2,666 guests and 1,045 crew on board. 

We will provide a further update once we have more information. 

Phone numbers

Updated February 5, 2020 at 9:00 AM PT

If you are the immediate family of a guest onboard Diamond Princess you may call the appropriate number for your region for assistance:

North America: 800-693-7222
Australia: 1-300-026-240
New Zealand: 0800-002141
United Kingdom: 0-800-014-8339
Japan: 0800-170-6282


Immediate family assistance (anyone from any country, including guests onboard can call): 872-201-5236