Carnival Does the Right Thing Following Cabin Flood

Yesterday (May 3) a broken pipe aboard the Carnival Dream flooded around 50 cabins on the ship and sent water cascading down deck 9. Photos (right) and videos posted on Facebook show water pouring from the ceiling and down the walls.

Carnival confirmed that the water line break involved "clean water from a fire suppression system." 

By all accounts, Carnival did the right thing. After crew members quickly dried the area and replaced the carpeting, Carnival offered a 100% reimburment to those effected, an additional 50% off a future Carnival Dream Flooded Cabincruise and the option to be flown home today.

But other cruise lines have not been as generous when passenger cabins flood during cruises.

A flood aboard Royal Caribean's Serenade of the Seas back in January 2015 affected several hundred cabins, but the cruise line offfered only a partial cruise credit to this affected guests.  

Probably the most egregious situation involved a flood due to a broken pipe aboard the Freedom of the Seas back in January of 2011 (photo and video below). Royal Caribbean refused to refund any portion of the cruise fares of the inconvienced passengers - instead offering only a 50% on a future cruise. One story involved a couple's first vacation after the husband served in the Iraqi War.  You can see a video of the mess here.

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Photo credit: Top - Facebook (Marla DeAnn Haase); bottom - Facebook (Jess DaPonte‎). Freedom of the Seas Cabin Flood

 

 

Soaked Serenade of the Seas Suffers Major Power Loss to Cabins

Cruise passengers are saying that the Royal Caribbean Serenade of the Seas, in New Orleans, suffered a major power loss today.

A passenger says that the cruise ship was partially flooded during a heavy rain storm. The Coast Guard says a broken water pipe caused the problem. This reportedly caused a large part of the cruise ship to experience electrical problems.

Royal Caribbean sent this message to the passengers scheduled to board the ship today:

Serenade of the Seas"Hello, this is Royal Caribbean International. We would like to provide you an update regarding your sailing today onboard Serenade of the Seas out of New Orleans. The U.S. Coast Guard is currently onboard inspecting the ship. We are waiting for authorization from the Coast Guard to begin boarding. Because the cruise terminal in New Orleans is very limited in space, we ask that guest explore the local area until we can begin boarding. We will contact you again once we have received permission to begin the boarding process. We appreciate your patience and understanding, and we look forward to welcoming you onboard."

A few hours later, it sent this message:

"Hello, this is Royal Caribbean International with an update your sailing today onboard Serenade of the Seas. The U.S. Coast Guard has given us permission to begin the boarding process. Please return to the terminal so that we may check you in for your cruise. Our entire onboard team look forward to welcoming you onboard, and will do their very best to make your sailing as enjoyable as possible."

Serenade of the SeasOne passenger who was apparently on the Serenade when it returned to port in New Orleans said that power was lost to around 175 cabins.  

Apparently, according to this passenger, 400 passengers will not be able to cruise because their cabins have no power. 

Nonetheless, the Coast Guard cleared the Serenade to be boarded. The ship is staying in New Orleans until it is cleared to sail.  

Royal Caribbean has not commented on the condition of the vessel or whether some of the passengers will remain in New Orleans. 

Update: Media reports say 417 cabins affecting some some 800 passengers have been affected. 

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Video: Flood & Fire on Carnival Pride

Fire on Carnival PrideThey say that a picture is worth a thousand words.

Well today I agree with that expression after watching a nine minute video that a former crew member sent me.

Earlier today I posted two videos showing the Carnival Pride experiencing rough weather back on November 5, 2011. High waves crash over the bow which resulted in a window being blown in and a children's play area (Circle C) being flooded. Water enters the area at high speed covering all of the walls and ceiling and dousing the televisions and electrical equipment.

The video below is a continuation of those videos. It shows the kid's area flooded. One of the televisions on the wall begins to short circuit. There are about 5 minutes of the television sparking, smoldering and emitting black smoke until a fire erupts.

A crew member eventually shows up two and one-half minutes later. He kneels down and tries to splash water onto the burning Carnival Pride Cruise Ship Firetelevision. Bad idea. It also looks like he tries to pull the television off of the wall.

A couple of crew members then quickly enter the area and put the fire out with fire extinguishers.

I never could have imagined that just a few minutes after Circle C was flooded, a fire would break out there from a television. I would not have believed it unless I saw the video.  

The Carnival Pride was heading to port in Baltimore when it encountered the rough weather. 

A reader left a comment to our first article and pointed out that Cruise Critic contains some passing comments about the flooding and the fire. 

It's unusual to see photographs or videos of floods or fires on cruise ships.  Cruise lines don't release images from their surveillance cameras to the public.  Thanks to the former crew who sent us these images.

 

 

Soaked at Sea - Royal Caribbean Refuses Refund After Flooding Couple's Cabin

Consider this massive public relations failure by this cruise line: 

After this couple's cabin was flooded by a busted water pipe, Royal Caribbean Cruises refused to refund any portion of the cruise fare - instead offering only a 50% on a future cruise. This was the couple's first vacation after the husband served in the Iraqi War.  Royal Caribbean, which has the most obnoxious PR department in the world, issued the understatement of the year: "We . . . sincerely regret if we did not satisfy their expectations."  

We have heard gobbledygook like this from Royal Caribbean before.

The Army vet responded: "You guys promise a vacation of a lifetime . . . but you've given up on us and not tried to help us out."

WHDH Channel 7 in Boston reported that the couple described the flood as a "torrential downpour" from the ceiling. 

Do you ever wonder why cruise lines like Royal Caribbean have bad reputations?

 


 

Update: It turns out that this is on Royal Caribbean's Freedom of the Seas two weeks ago. Here is a video on Facebook from one of the passengers on the cruise ship. The couple was apparently upgraded to another cabin, but no refund.  Just the 50% off in the future.

 

If you like this article, consider reading other articles about the various ways that the cruise industry has ruined its reputation with its counter-productive crisis management philosophy:

Royal Caribbean Press Statements And Other Gobbledygook

And The Cruise Industry Wonders Why It Has An Image Problem . . .

And The Cruise Industry Wonders Why It Has An Image Problem . . . (continued)

The Cruise Industry's Reputation - A Sinking Image

 

(Video courtesy WHDH Channel 7 Boston)