Royal Caribbean President's Email Blast Insults Crime Victims
Yesterday one of my clients, who I will call Jane Doe, contacted me after receiving an unsolicited email from the President of Royal Caribbean Cruises, Adam Goldstein.
The e-mail addressed her by her first name. It seemed to be personalized to her. It recognized her as a past customer and contained statements like:
"At Royal Caribbean International, the safety and security of our guests and crew is our highest priority. It is fundamental to our operations. Our maritime safety record over our 42-year history
illustrates our commitment to the safety of the millions of guests and crew that sail on our ships."
President Goldstein's email outraged Jane Doe. You see, she had just returned home with her young daughter who had been raped on President Goldstein's cruise ship, the Allure of the Seas.
Goldstein's unsolicited email to a rape victim's mom had nothing to do with the humiliating shipboard rape suffered by Jane Doe's daughter, one of many rapes of children on the Royal Caribbean fleet over the years. Instead, it was part of this cruise line's media campaign to try and distance itself from the negative fall out following the deadly Costa Concordia disaster.
Royal Caribbean is the only cruise line making such public statements following the Concordia crash. You can watch Royal Caribbean's slick video touting the safety of cruising here. President Goldstein's blog is here. "Safety is in our DNA." "Cruising is the safest form of transportation." "The safety and security of our guests is our highest priority." Royal Caribbean covered all of the cruise industry's talking points in its video, the president's blog and its e-mail blast below.
Of course, in truth, Goldstein's email was not a personalized message to Jane Doe. He does not know her from the man in the moon, even though her daughter was raped on the cruise line's showpiece megaship and the biggest cruise ship in the world.
Royal Caribbean spammed Goldstein's email to every single family who had sailed with them. This was an intentional and reckless stunt, considering that hundreds of women and children have reportedly been sexually assaulted during Royal Caribbean cruises over the years. Certainly, the cruise line knew that its former customers who are victims of crime, and whose names remain in its customer database, would feel salt being poured into their wounds upon reading Goldstein's email in their personal email accounts.
Insensitive & thoughtless, if not outrageous? Definitely. But Goldstein is not thinking of his customer's feelings. He is motivated by his cruise line's bottom line. He wants to reassure his customers that it is safe to return to cruising, whether that is true or not.
This is hardly the first time this has happened.
In 2006, one of my clients, Laurie Dishman (photo right), was brutally raped by a part time Royal Caribbean security guard with a
prior record of sexually harassing passengers. She retained us to represent her. I sent a handful of letters to President Goldstein, asking for our client's medical records, her statement, and the name and address of the Royal Caribbean employee who raped Laurie. We received nothing in response. Goldstein ignored us.
The only things Laurie initially received from Royal Caribbean were unsolicited emails inviting Laurie to return for another "cruise of a lifetime" on a Royal Caribbean ship. The emails continued for over a year. Each email popping into her computer's email in-box took Laurie back to the scene of the crime and reactivated a sense of panic and stress. It was only after a half dozen letters of protest from us, and a Congressional investigation into the crime initiated by Laurie's Congresswoman in 2007, that the cruise line scrubbed her from its marketing database.
We pleaded for Royal Caribbean to implement a system to remove a passenger's information from the company's marketing database whenever a passenger was raped, killed or lost a loved one overboard during a cruise. Believe me, cruise vacationers don't want promotional brochures in their mail boxes after a family member has been raped or lost at sea.
It looks like Royal Caribbean ignored that request too.
President Goldstein's blog talks in grandiose terms about the Costa Concordia crash being a "defining moment" for the cruise industry. He promises a renewed commitment to passenger safety. Let's hope that's true.
But when a cruise line president sends an e-mail blast to the mother of a child raped during a cruise, you wonder whether cruise line executives like Goldstein really get it.
Photo credits:
Adam Goldstein - Royal Caribbean Flickr page
Laurie Dishman - Sacramento Bee
ROYAL CARIBBEAN EMAILS ADAM GOLDSTEIN'S LETTER TO MILLIONS OF CRUISE CUSTOMERS:
Dear XXX,
All of us at Royal Caribbean International continue to extend our heartfelt sympathies to those affected by Carnival Corporation's recent tragic incident on the Costa Concordia. As a Crown & Anchor Society member and loyal Royal Caribbean guest, we know you may have some questions as the situation continues to unfold.
At Royal Caribbean International, the safety and security of our guests and crew is our highest priority. It is fundamental to our operations. Our maritime safety record over our 42-year history illustrates our commitment to the safety of the millions of guests and crew that sail on our ships. The measures we take in the interest of safety are many, often exceeding the regulatory requirements – these are all part of our ongoing commitment to innovation and continuous improvement in every aspect of our business.
To address some of your questions and concerns, here is a video that will provide an overview of safety onboard our ships; the training of our crew, officers and captains; and the many regulations that govern our practices. Click here to watch.
As a past cruiser, we know your friends and family may be asking about your own time at sea. We hope that you'll share this video along with your personal Royal Caribbean experiences with them, and reinforce that cruising continues to maintain the best safety record of any industry in travel.
Thank you for your continued support and we look forward to welcoming you aboard again soon on one of our ships sailing to 270 destinations worldwide.
Sincerely,
Adam Goldstein
President and CEO
Royal Caribbean International
year. The founder is Mikey Faust who, although just 15 years old, is the head blogger of this increasingly popular blog. Mikey's Cruise Blog contains interesting articles written by Mikey and two other bloggers. He just awarded the 2011 "Cruisey Awards" for best cruise line, best cruise director, best new ship, and so forth. Somehow I won best cruise blog. That automatically makes his cruise blog a top dozen blog in my book. Keep an eye on Mikey's Cruise Blog this year.
"Cruise Man 3000" Ford, who is an unabashed cruise fan and NCL fan in particular. His blog contains a "cruisetacular" (trademark pending) collection of Shon's personal cruising experiences, cruise ship reviews, and cruise line ratings. Feeling blue? Read Shon's exuberant & joyful articles. If his blog were a church, I would join just for the fellowship.
Maven's blog is bright and airy and contains well written articles and sharp photos. She occasionally blogs on her first hand observations about potentially embarrassments to the cruise lines, such as when a cruise ship recently flunked a CDC inspection. A real pro, Sherry's articles have appeared in many travel industry publications such as Travel Trade, Travel Weekly, Travel and Leisure News, and Senior Scene Magazine, as well as online media such as Travel Market Report, and CruiseReviews.com.
for straight forward and insightful information about cruising. I like Chris' blog because it strikes the right balance between cheerleading for the cruise industry and frank discussions about parts of the cruise industry which need improving. For example, he has written articles about the need for parents to supervise kids on cruises which are right on the mark. Chris is from Orlando and writes for Examiner and Gadling in addition to his website,
news, Cruise Critic will interview a couple of PR people at CLIA and deliver a puff piece for their cruise line friends.
behind this ridiculously popular blog and radio show which contains a continuous stream of interviews with travel agents, cruise executives, crew employees and tourism representatives. Doug is the founder and friendly face of Cruise Radio. He exploded onto the scene in 2009 and has risen to the top of the world of cruise social media. He seems to be the one person in the world of cruising who is perpetually on a cruise ship having a good time. Why do I think he has a beer koozie in one hand and a microphone in the other when he conducts his witty interviews? A great, fun show with some good info to boot.
critical look at the shortcomings of the North American cruise lines over the past five years, Canadian sociology professor Ross Klein has been a diligent watchdog of the cruise industry. He has testified before the U.S. Senate and House of Representatives about the problem of crime and sexual assaults on cruise ships. In an industry known for secrecy where what happens at a sea stays at sea, Professor Klein is the only credible independent source accurately tracking issues such as
is as principled as she is intelligent. She is experienced about the cruise industry and her articles reflect that. She recently joined the USA Today cruise team along with Gene Sloan. It really not fair to the other cruise bloggers. Its like teaming up Dwayne Wade and LeBron James.
the host. You can read about the success of the CruiseLog community in the best selling book "The Hyper-Social Organization." Gene will pen a short article about some newsworthy cruise topic. He has nothing to sell and no ax to grind. The USA Today readers will leave their comments pro and con, including some really thoughtful ideas. A lively debate mostly by intelligent travelers. A far cry from the lynch mob mentality at Cruise Critic.
Last year started out with a bang. Our firm represented a seriously injured crewmember in a case against Royal Caribbean. Our client sustained a debilitating back injury, underwent an unsuccessful surgery, and needed a second surgery which the cruise line refused to provide. In January, a three member arbitration panel found that Royal Caribbean's refusal to provide the surgery "lacked any reasonable defense" and awarded the crewmember $1,250,000. You can read the decision
tried to end the case based on a "liability waiver" which passengers are required to sign before participating in FlowRider activities as well as rock climbing, skating and other activities. Liability waivers are illegal in maritime cases. To our surprise the court granted the cruise line's motion, notwithstanding a federal statute clearly stating that liability waivers on the high seas are unenforceable.
The saddest article and the most facebook "likes" for a single article:
Most negative reaction to an article:
Turning overseas to the U.K., many British citizens are still fuming that Cunard decided to end its relationship with Britain and elected to register its cruise ships in Bermuda.
discussing anything about his inspection of the cruise ships in question.
For a cruise line that supposedly caters to children and families, its disturbing to think that Disney is more concerned with its Magical Kingdom illusion than the distraught Coriam family.
joining the ICV which is a grass roots victims' organization consisting of families of passengers and crewmembers who have been injured or lost at sea during cruises. You can read about the ICV
personal injury lawyer tells the public not to sue following a cruise disaster . . .
Happiest article:
Best article the cruise lines don't want you to read:
perished, mostly women and children. The international press is calling the tragedy the Russian Titanic.
Carnival cruise passenger Robert McGill, aged 57, admitted killing his wife of five years, Shirley McGill, after an argument during a five-night cruise aboard the Elation to Cabo San Lucas in July 2009. I blogged about this bizarre case last year -
needed a blood transfusion in Montego Bay, allegedly causing her to suffer brain injuries.
cruise line embarked on a media campaign following the disappearance of George Smith during his honeymoon cruise. We represented Mr. Smith's wife, Jennifer Hagel. Royal Caribbean sent its CEO Richard Fain (photo left) and high profile media lawyer Lanny Davis (photo below right) onto the cable news shows to influence public opinion.
time it was issued by Canadian authorities; the week before it was by the CDC.
the morning in Snorkel Park. A local newspaper published an article about the crewmember fracas entitled
opponent, a lawyer in England, to break the tie. Yes I believe in Karma. What goes around comes around. This year I won in a landslide. .jpg)
"Prominent Cruise Plaintiff Attorney" - Law.com (America Law Media).
The number one referrer of visitors to CLN is Google (US), with other referrers via the Google search engines from the United Kingdom, Canada, Poland, Puerto Rico, Australia, India, Germany, Norway, Mexico and Brazil.
have never represented a real life client in a courtroom, pick their 100 favorite "blawgs."
year's ABA contest. Groucho Marx would never join a club which would have him as a member, and I don't want the ABA's ugly badges or ponderous press releases.
maritime personal injury lawyer in the top 10 drives the cruise industry bonkers.
The month of November ended with a bang. Readers of Cruise Law News (CLN) viewed over 68,000 pages of our blog in November alone, roughly three and one-half times the total population of my home town in Arkansas. When I first started this blog a year ago, I barely had 5,000 pages readers a month. Since then, our readership has exploded. We have thousands of subscribers to our bog everyday, via RSS feed and email, and tens of thousands of regular readers.
based on certain objective
lines read CLN on a daily basis. When a passenger or crew member "disappears" or there is suspicious circumstances surrounding a death, they know that we will cover the story and provide a forum for passengers and crew to leave comments about what really happened.
surrounding the mega cruise ship's arrival was overshadowed by the spectacle taking place on the west coast of the U.S., as tugs towed the disabled Splendor to San Diego following an engine room fire which left the Carnival cruise ship dead in the water off of the coast of Mexico.
To Sue or Not to Sue? The issue of cruise disasters and ambulance chasing lawyers reached an regional, national and international audience following the fire aboard the Splendorr. On Monday, I wrote an article criticizing lawyers who are trolling for passengers to sue Carnival for the ship fire. I pointed out
proclaimed that such crime is rare. But the truth is that robbery and murder of cruise passengers are regular occurrences in the Caribbean. Its unheard of sailing from Vancouver to Alaska, but its business as usual in the Caribbean islands. Its a function of poverty and drugs. A couple of cruise lines are now skipping St. Kitts. One line is now calling on Antigua where a young woman sailing on a Star Clippers cruise ship was murdered ashore in January. You can't find a Caribbean island where cruise passengers have not been a victim of a violent crime. Beautiful, but dangerous.
Another
Instead of posting links on my personal page on Facebook, I will be posting links to this blog and other cruise and maritime articles on the Facebook page for Cruise Law News. Now, anyone who is a member of Facebook can leave comments, links to cruise articles and blogs, and also post photos too.
Some of the blogs were really interesting and I began to follow them on a regular basis. Some were dreadfully boring, or at least I thought so. All of the blogs had been publishing for many years. .gif)

children, arrest of peophiles, passenger disappearances, and cruise ship fires, groundings and sinkings. Everything the cruise lines like to keep secret.
Our real success comes from our everyday readers - crew members, passengers, travel agents, cruise haters and cruise lovers. We have heard from people in Great Britain, France, Mauritania, India, Venezuela, Brazil, Italy, Croatia, Serbia, Canada and countries throughout the Caribbean islands. Thanks for your questions and the valuable information you provided us!
Best article with the word "sex" in the title:
website for that matter, which covers maritime law. I expect it to become a top 25 law blog by the end of the year.
team designed it.
they were interviewing me to see if I met their criteria.
In 1999, I launched
Jim Walker practices admiralty and maritime personal injury law. He has been involved in maritime litigation since 1983. Based in

