A Message from Matthew

A message from Matthew Upchurch, Virtuoso CEO:

As you know, I am not shy about sharing from my heart when it comes to the Virtuoso extended family. If you’re reading this blog post, it’s because you’ve been interested in Jesse’s adventures on the Crystal World Cruise 2010 and you’re hoping to find an update.

Dad has been under the weather for a couple of weeks, and despite our hopes to the contrary, it became clear to the Crystal Serenity medical staff and our own doctor in Texas that it would be best if Dad ended the cruise and returned home this week. Dad left the ship around 10:00a ship time Monday morning and is now under doctor’s care in a hospital in Goa, India. Even though his health issues unfortunately hindered his ability to continue on the cruise, he is doing well. As a precaution, we have requested an air ambulance transport via MedJetAssist to the hospital at home. We’re working through the final details and hope to have him home in the next 48 to 72 hours.

Throughout Dad’s experience, I have had one recurring thought. How fortunate I am – and we all are – to be a part of the Virtuoso family.

Crystal Cruises has provided support far beyond anything I could have expected. Dad’s been telling you about the programs and entertainment on and off the ship, but I must say the support they provide in the background, out of the spotlights, is truly amazing. I commend the ship surgeon, Ralph Sorbris, MD, PhD, and his team of medical professionals, Carmen Petricia, Dragana Simovic, and Sarah Kennedy, for providing Dad with expert medical care, and more importantly, doing so with a thoroughly human touch. Their bedside manner played such an important role, and I will be forever grateful for the warmth and compassion they showed to Dad.

Virtuoso On-Sites are regularly called upon to provide amazing life experiences for Virtuoso Members’ clients because they are the best in the industry. And yet they are also among the first to step up when plans go awry, emergencies arise, or illness cuts a dream trip short. Dad was excited to have already made plans to visit with Shanti Kohli of Amber Tours while he was to be in India. When she learned of his need to disembark and go home, Shanti mobilized her team in Goa to provide transportation and support for Dad and my assistant, Melody, who is traveling with him. Shanti also reached out personally to her close family friends at East West Rescue, the leading medical assistance and evacuation company in India. She went even further to travel from Mumbai to Goa to personally meet Dad and Melody, liaise with the hospital and East West Rescue, and stay by “Uncle Jesse’s” side to provide comfort and companionship. This time it was Amber Tours who stepped up to the plate, but I know beyond doubt every Virtuoso On-Site has the same focus on excellence and personal service.

MedJetAssist provides medical transport emergency services to travelers worldwide. A Virtuoso preferred partner, MedJetAssist offers a valuable service to travelers – medical evacuation from a hospital anywhere in the world to the hospital of the traveler’s choice. I believe in their product so much that Virtuoso has a company membership providing coverage for Virtuoso employees traveling internationally.

The Park Hyatt Goa Resort and Spa, a new addition to the Virtuoso family, took room service to a new level - they delivered food to Melody and Jesse in the hospital. They also made Melody feel very welcome by giving her the opportunity to briefly leave the hospital and relax in one of their amazing rooms.

We have been celebrating the 20th anniversary of Virtuoso’s Voyager Club during this world cruise. The keystone of Voyager Club is the hosts we provide onboard to assist Virtuoso cruise passengers as needed throughout the cruise. Brian and Judy Robertson are four-times proven world cruise hosts and gave Dad both assistance and friendly support, especially during his last few days on the ship. Brian is a veteran blogger, too, and I invite you to follow his blog for “the rest of the story” on this Crystal World Cruise 2010.

Thanks, Dad, for letting me post on your blog. And thank you, Virtuoso preferred suppliers, Members, friends – family all – for your love and support, and for letting us be a part of your lives.

If you would like to send a note to Jesse or comment on this post, please address your message to help@virtuoso.com.

Warmest personal regards,
Matthew