Cruise Law News : Maritime Lawyer & Attorney : James M. Walker : Walker & O'Neill Law Firm : Admiralty Law, Cruise Ship Accidents & Injuries

One of the interesting things about social media is that there are numerous services which track "what's tending now." Certain applications can also track words or phrases which are dominating the news.

I like to use TweetDeck as well as Monitter to follow trends involving the cruise industry.

"Carnival cruise" has been trending all week at a frantic pace. And the news is not good.

The cumulative effect of the recent cruise ship fires, power failures and images of passengers on disabled cruise ships complaining about toilets over-flowing has turned Carnival's reputation into a joke.

Carnival's "fun ships" have been ridiculed on Saturday Night Live, David Letterman & Jay Leno, and featured in MAD Magazine (see below). 

Consider some of the comments which are twirling on Twitter right now:

Packing for my Carnival cruise: tent, sleeping bag for deck, iodine pills, generator, Cipro.

We all lose if CBS doesn't film the next Survivor aboard a Carnival Cruise Ship

Maybe we should shut down Abu Ghraib prison and send the terrorists on a Carnival Cruise

I wouldn't go on a Carnival cruise right now even if it were free

One of the secrets to Carnival Cruise’s unsinkable business model: free Coast Guard rescues

They have so many cruise commercials because Carnival is just sinking

Even with the 50% discount from Carnival it will be difficult to go on that cruise line again

Carnival cruise boats are shit LOL dont know why ppl go on them...

Decisions. Decisions. Trying to decide whether to take a Carnival Cruise or just stay at home and shit my pants

My new punishment for my 12 year old daughter: Do your chores or I'll send you on a Carnival Cruise

if its a carnival, there's a 96.13% chance something will go wrong and youll get a free cruise out of it... Have fun!

Last week I posed a question on Twitter whether Carnival was the Wal-Mart of the high seas? Several people said no way - don't insult Wal-Mart, Carnival is more like K-Mart.

What's the funniest comment about Carnival you have heard on Twitter this week? Join the discussion on our Facebook page.

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I have always wondered how the cruise industry PR people do it.  

They face non-stop bad cruise news. The Splendor fire. The Concordia deaths. The Allegra fire.  The Triumph fire.  Plus another 10 cruise ship fires, 50 norovirus outbreaks and more shipboard rapes than you can count in just 3 years.

Yet, the cruise line public relations employees put their happy faces on and pull out their talking points. Cruise ship fires, crimes, deaths and disappearances are "rare" they say. Cruising is "absolutely" safe they promise. The safety of passenger is the cruise industry's highest priority, they proclaim. 

But fewer and fewer people seem to believe the cruise lines shtick. 

The usually friendly-to-the-cruise-lines reporters at the Miami Herald are even writing some articles that suggest that cruising may be suffering an image problem.

The Herald just published "Americans Think Less of Cruising after Carnival Triumph Fire, Poll Says."  A Harris Poll of 2,230 adults showed that "trust" and "perceived quality" of Carnival and other cruise lines dropped "significantly."

According to the poll, 58 percent of people who have never taken a cruise say they are less likely to try one now than they were a year ago. 

On the same day the poll was released, Forbes announced that Carnival CEO Micky Arison's fortunes increased one billion dollars last year, from $4.7 billion to $5.7 billion.

With all of Carnival's deferred maintenance of its cruise ships, exploitation of its crew members, refusal to reimburse the U.S. federal government for Coast Guard expenses in responding to disabled ships, and avoidance of U.S. corporate taxes by registering itself in Panama, how do the cruise PR representatives spin the news today of cruise tycoon Arison's enormous wealth?

Image Credit:  A Bruising For Cruising  (NetBase)

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The U.S. and international media covered the saga of the stricken poop-filled Triumph cruise ship non-stop last week. CNN led the coverage with its "ceaseless, rigorous reporting" on what some newspapers are characterizing as essentially "inconvenienced cruise passengers without working toilets." CNN enjoyed a 74 percent increase from its recent prime time numbers according to the people that follow these type of statistics.

The media loves to interview maritime lawyers in Miami. As of the weekend, I participated in over 45 newspaper, radio, TV and cable news interviews about the Triumph fire.  The media is still covering the PR and legal fallout following the debacle.  There is a debate playing out in newspaper articles and cable news shows whether aggrieved passengers should pursue lawsuits over the incident or, as I feel, they should accept Carnival's meager compensation and move on with their lives.     

But there is little debate about whether there are too many fires and capsizings involving cruise ships these days. 

The cruise industry has done a pretty good PR job with its talking points over the years - "cruising is remarkably safe, the "safety of our passengers is the cruise industry's top priority" and so forth. But after the Costa Concordia deadly disaster just a year ago came a dozen cruise ship fires on cruise lines like Azamara, Costa, Cunard, Princess, and Royal Caribbean. At some point, the cruise casualties reach a critical mass. If the cruise lines' response is always "cruise-accidents-are-rare," at some point the public simply does not believe a word they say.

We are past that point today.  

Last week CNN asked me to write an article about my opinions of the cruise industry. Readers of this blog know I have a lot of opinions about how the cruise lines operate. I had literally a few hours to type the article and CNN posted it on line later that day: "What Cruise Lines Don't Want You to Know."  The article sparked a debate not only about cruise ship safety, but about the cruise industry's non-payment of taxes, avoidance of wage and labor regulations, exploitation of its foreign crew members, and damage to the environment.  Many hundreds of readers left comments (nearly 2,000 to date) and over 12,000 people "liked it" on Facebook.  Clearly the article struck a cord with a lot of people.

Yesterday, the cruise industry's trade association, the "Cruise Line International Association" (CLIA), wrote its response to my article: "A Cruise is a Safe and Healthy Vacation."  Only 115 people have "liked it," and just 10 readers have left a comment.  Here are some of the comments:

"This guy works for Cruise Lines, enough said."

"Why in the world would I believe this cruise line spokesperson?"

"How many wolves do (we) need to guard the hen house again, honey?"

"Someone getting Cruise industry payoffs to write this nonsense."

If I have learned one thing as a trial lawyer for the past 30 years, it's that the American public is smart. Don't ever underestimate a jury's intelligence and common sense.  If I have a problem with my case, I acknowledge it. I make certain that I discuss the weaknesses in the case in my closing argument. But If you talk around troubling issues and try to bamboozle people, you will lose your credibility and lose your case in the process.

The cruise industry has some serious problems, including a lack of federal oversight over the safety of passengers and crew.  But the cruise lines will not acknowledge anything negative about their industry.

By publishing a puff piece like cruising is "safe and healthy" when cruise ships are catching on fire and guests are sloshing around in urine and feces, the cruise industry is doing more harm than good to its already shaky reputation. 

Join the discussion about this article on our Facebook page. 

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It has been a brutal week for the cruise industry. Consider the developments over the last week:

A 24 year old dancer from Massachusetts died aboard the Seven Seas Voyager. Her body was found when the cruise ship docked in Australia.

Two passengers went overboard from MSC cruise ships in the last couple of days.  The body of a 46-year old passenger from the MSC Divina was pulled from the water but a 30 year old man who went overboard from the MSC Fantasia this weekend has not been located.

Five crewmembers are dead and three injured when a cable snapped as a lifeboat was being raised aboard the Thomson Majesty in the Canary Islands.

Yesterday, the Carnival Triumph lost power after an engine room fire disabled the ship.  The cruise ship is now being towed to port in Progreso, Mexico while the guests have no running water or air-conditioning and are having to poop in bags.  

So where are the reassuring words from the cruise industry's leadership? Where's the don't-worry-cruise-fans these are just rare mishaps in the remarkably safe world of cruising?

So far no word from the Cruise Line International Association (CLIA), which now seemingly has every cruise line in the world as a member.  Nothing either from CLIA's CEO Christine Duffy.  Does CLIA and its CEO work on weekends when the lifeboats and passengers are falling and the ships catch fire?

I suppose all of this must be embarrassing to the marketing and public relations people at CLIA. After the Concordia disaster, CLIA announced 10 new safety proposals with great fanfare. One of them had to do with lowering lifeboats with only a few essential crewmembers aboard to avoid unnecessary injuries and deaths. But it seems that this was just a proposal which the cruise lines could ignore.  Why were 8 men sitting like guinea pigs in the lifeboat as it is winched up to the 22 year old ship when the cable snapped?

So how does CLIA handle this mess?  It seems like CLIA is about as responsive to the disastrous week in cruising as Captain Schettino was in responding to his sinking ship. Its hide-under-the-bed PR.

Eventually the executives at Carnival and Royal Caribbean making tens of millions a year will send some talking points over to CLIA.  Then we will hear talk about the remarkable safety record of the cruise industry. Maybe CLIA will announce a Blue Ribbon Lifeboat or Fire Safety Task Force or something equally obtuse but official sounding.

Meanwhile eight families are mourning their dead loved ones and a boatload of families stuck on the disabled Triumph are being towed back to Mexico.   

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The Costa Concordia in January disaster set off a seemingly endless avalanche of stories on cable news this year about ship fires, sinkings and other cruise disasters, as well as a steady stream of articles and videos about sexual assaults during cruises, drunken brawling passengers, and the disappearance of women at sea.

I'm just one of probably 100 maritime attorneys in the United States who handle cases against cruise lines. But just this year alone I have appeared on ABC's 20/20, Dateline, PBS, Canada's CTV and CNN, as well being quoted in newspapers and magazines like the Wall Street Journal, Slate, The Daily, London's Financial Times, Newsweek Magazine, Newsweek's The Daily Beast blog, Fund Web, Reuters, Consumer Affairs, Australia's Herald Sun, Houston Chronicle, Seattle Times, Sun Sentinel, Chicago Tribune, Tampa Bay Business Journal, Business Insider, and Greenwich Magazine.

Even Perez Hilton quoted one of our stories about a cruise crime for goodness sakes. 

The cruise lines' PR have been working overtime to respond to hundreds of stories from the U.S. and international media about cruise ship mishaps and dangers.

The cruise industry's trade organization (CLIA) has been pumping out press release after press release, touting that cruise crime is "rare" and trying to explain that the Concordia debacle was an isolated incident caused by one bad-apple captain.

But stories about ship fires, engine failures and children being sexually assaulted on cruises keep coming and coming.

A lot of pressure has fallen on CLIA to salvage the cruise industry's reputation. That's a daunting task.

There's the pesky image of the Concordia lying on its side in Italian waters as a daily reminder that 32 people are dead and yet the cruise line did not even have a procedure in place to require life boat drills before sailing. Plus the cruise industry has the visual disadvantage of having to compete with the dramatic images on television of the panicked passengers trying to save their own lives, as well as teenage rape victims explaining the horror of being raped during a vacation cruise.

Slick corporate gobbledygook after-the-fact PR statements about the "safety of our guests is the cruise lines' highest priority" are not going to cut it.           

The victims' stories are too compelling. Belated PR statements from an industry with a major credibility problem won't work.

The cruise industry has picked the CEO of CLIA, Christine Duffy, to combat the bad press.  CLIA just launched a new blog and opened a twitter account for Ms. Duffy to fight the bad news. 

One of MS. Duffy's first blogs was "Sailing with Respect" where CLIA touted itself as a steward of the marine environment. It included a beautiful stock photo of colorful tropical fish and pristine water. But today a story broke about what is believed to be cruise ship garbage and feces drifting ashore on a quaint beach in Massachusetts. Local officials believe a HAL cruise ship emptied its bilges after sailing from Boston last month. The story was covered in the local press, a television station in Boston and USA Today's travel section.

Faced with these images, its hard for anyone to believe the cruise industry statement that it is "extremely committed to protecting the waters and surrounding environments where we operate to preserve their natural beauty, minimize impact on native species and protect the waters upon which we sail."  Happy talk won't persuade the public faced with plastic bottles, used hygiene products and condoms washing ashore covered in a gooey brown mass of human excrement.

Also breaking today was a story from a local station in Houston about a woman from Texas raped during a cruise out of Galveston.  CLIA responded with its usual PR statement that crime is "rare," which seems cold and callous juxtaposed against a video of a woman sobbing that no one helped her after she was raped on the last night of the cruise. 

I don't see how Ms. Duffy can keep up with the continuous bad news.

An image comes to mind of an "I Love Lucy" episode of Lucy working at a chocolate factory.  Pieces of chocolate come out of the kitchen on a conveyor belt. It's Lucy's (and Ethel's) job to tie the chocolate up in an attractive wrapping (not unlike Ms. Duffy's job to wrap the bad news with a pretty bow). 

But the conveyor belt picks up speed. Soon Lucy is overwhelmed. She tires to eat or hide the chocolate but makes a mess of herself and the chocolate in the process. Finally, she exclaims "I think we are fighting a losing game." 

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This year has been a public relations mess for the cruise industry.

2012 started off with the January Costa Concordia disaster, followed by a series of articles and TV specials about cruise ship engine failures, fires, sexual assaults and controversy over the cruise industry's manipulation of the new cruise safety law.

Just the other week the cruise industry's best friend, the Miami Herald, published a critical article stating that "the cruise industry is treading water, faced with depressed fares in key markets, continuing negative headlines and would-be cruisers still spooked by the deadly disaster." 

But yesterday the cruise industry tried to turn the bad press around. The Cruise Line International Association (CLIA) released a press release stating that it polled 300 of its 16,000 CLIA travel agents and over one-half of them claim to be "doing better than last year."

But let's take a look at the actual poll.  The percentage who claim to be doing better is only 51.9% which, if accurate, means that 48.1 are doing no better or even worse than last year.

Of course, the CLIA poll is not scientific, or quantifiable, or verified by a third party.  Even if it were, there would still be a margin of error, something like like 4-5%.  So the notion that over half of travel agents are really enjoying increased bookings is a rather dubious proposition at best.

But that did not stop Reuters from writing a promo piece for CLIA "US Cruise Industry Sees Increased Bookings for 2012." Reuters ran with the conclusions on the CLIA PR release that ticket sales were up and then quoted the CLIA CEO Christine Duffy characterizing the Costa Concordia disaster as "a very isolated event and not indicative of how the broader cruise industry operates."

Other travel publications then quickly fell in line and reported that cruise ticket sales were up. 

Breaking Travel News reported "Cruise Lines International Association Finds Optimism in Industry;" Travelers Today published "Cruise Bookings on the Rise in 2012 Despite Costa Concordia Incident;" Travel Agent's Report stated "Agents' Cruise Sales Are Outpacing 2011;" and the Sun Sentinel reported "Cruise Agents Optimistic About Sales, Survey Says."

Its a fascinating process to watch a cruise industry, battered by bad press, create its own happy news and then feed it to the press as a newsworthy event.

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Friday the 13th was the 6 month anniversary of the January the 13th Costa Concordia disaster.

This weekend, I read through several dozen articles which looked back over the last 6 months since the Costa cruise ship killed 32 people and terrorized thousands.  I watched the recent specials on NBC and CNN about dangers inherent in cruising, including rapes as well as ship fires and sinkings.

I am struck by just how badly all of the articles and videos portray the cruise industry.

The Miami Herald recently published an article Cruise Industry Still in Troubled Waters Six Months After Costa Concordia, written by tourism reporter Hannah B. Sampson, who I have criticized for writing puff pieces supporting the cruise lines. Ms. Sampson seems to have had a moment of insight.  She writes " . . . the cruise industry is treading water, faced with depressed fares in key markets, continuing negative headlines and would-be cruisers still spooked by the deadly disaster." 

The article continues: " . . . lawsuits related to the Jan. 13 catastrophe are piling up. The captain blamed for the accident — still being investigated but no longer on house arrest — is making new headlines in television interviews. And the larger question of safety on cruise ships is earning greater scrutiny as longtime critics gain a wider audience."

This time, the Miami Herald has the story exactly right. Things are indeed tough when the Miami Herald - a huge supporter of the cruise lines - delivers a message that the cruise industry is struggling.

The Miami Herald interviewed the usual cruise lines fans and industry representatives. Carolyn Spencer Brown, the editor of the popular online cruise community Cruise Critic, and an unabashed cruise supporter, is quoted saying “It was horrific, the ship’s still in the water, we’re still hearing about it.”  She predicted that  " . . . we won’t see the new normal until we get past the year’s anniversary."  I agree, assuming the doomed ship is not still lying on its side in the little port of Giglio next year.

Salvage operations are finally starting in an effort to float the dead cruise ship out of sight to a scrap yard where it will be disemboweled, cut up and eventually melted.  The salvage operations seem to be painfully slow to me, although I suppose it is a massive undertaking with a ship that big.

Will the salvage be done by January 13th of next year?  It will be a PR disaster if not. The cruise industry doesn't want the ship to still be there when the families of the dead return for another vigil.  I would not doubt it if the salvage contract contains incentives to complete the job before January 13, 2013.      

There is another operation underway - to try and salvage the cruise industry's reputation.  This is a far more difficult task.      

The Concordia disaster brought the world's attention not only on the outrageous conduct of the captain but on the manner in which the cruise industry treats its customers after disaster strikes. Part of the discussion today involves the onerous terms of the passenger tickets which the cruise lines draft to protect themselves against all legal claims.  It is shameful for a cruise industry, which collects over $35,000,000,000 a year and pays no taxes, to offer 11,000 Euros on a take-it-or-leave-it basis to traumatized passengers.

There is also the pesky business of cruise ship crimes (particularly rape) and accusations that the industry covers crime up. The debate whether cruising is a perfect place to commit a crime has resurfaced and reached a much broader audience.   

The cruise line's trade organization, Cruise Line International Association (CLIA), doesn't have much to say to compete with the images of the panic and terror aboard the Concordia or the spectacle of a rape victim explaining how a family vacation turned into a nightmare.  CLIA's talking points are old.  This is an industry that promises cruising is safe, but works overtime to conceal crimes from the public.

The public must feel uneasy when CLIA's favorite PR statement “the number one priority of the cruise industry is the safety of its passengers” is juxtaposed against a 15 year old girl on CNN's Anderson Cooper's program discussing how a crew member raped her.

CLIA was under siege at a Senate hearing into the Concordia last March when Senator Rockefeller characterized CLIA President Christine Duffy as dishonest and the cruise industry being more interesting in avoiding U.S. taxes than the passenger's safety.

Add to this the recent revelation that the FBI and the cruise lines scuttled the Cruise Vessel Security & Safety Act in a concerted effort to prevent the U.S. public from learning about the hundreds of crimes which occur each year on CLIA cruise ships.    

CLIA tries to portray the cruise industry as proactive and interested in regulating itself.  But many think this is more publicity than substance. Consider how little the cruise lines have done since January to actually improve cruise ship safety. 

The Herald article outlines only a handful of steps the cruise lines have discussed in an effort to convince the public to spend their vacation dollars cruising:

(1) more life vests on the ships; (2) no unnecessary people in the bridge; (3) pre-approved ship routes shared with all members of bridge; (4) twelve uniform emergency instructions; and (5) evacuation drills before a ship leaves port.

But these are such basic procedures that it is shocking to think that they were not in place 100 years ago, after the Titanic sank. 

It's like having an aviation industry where there are no mandatory safety instructions before take-off, girlfriends of the captain are permitted to enter the cockpit during an emergency landing, and the captain is the first one off the plane and down the emergency slide.

Even uber cruise fan Carolyn Spencer Brown admits: "Many of those changes should have already been in place before the incident."

My prediction is that the salvage efforts will have the Concordia out of sight before the one year anniversary of the disaster.  

But the cruise line's reputation?  If the cruise industry doesn't develop transparency, its battered reputation will sink further below the waves. 

Photos credits:

Top - AP / Pier Paola Cito

Bottom Sky News

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Yesterday I blogged about a near collision which allegedly occurred between Royal Caribbean's Liberty of the Seas and a small Italian fishing boat, the Angela II, which is based in Civitavecchia.   

You can read my article: Royal Caribbean's Liberty of the Seas Nearly Runs Over Italian Fishing Boat. The article was based on an account from the highly credible cruise blog Noticias de Cruceros.  You can also read about the incident here from an Italian newspaper.

This morning, someone posted a comment to my article, claiming that the near collision story was a lie, and suggesting that the Italian authorities made it up.  The person who posted the comment claims that he was on the cruise ship and says that the fishing boat had no fishing equipment and that it was the Liberty of the Seas which altered course and passed the boat by some 250 meters.  

Now, I was not on the cruise so I don't know what happened. There are two sides to every story and I'd like to know what really happened.

We have the fishing boat's version of events. There is no official corporate statement by Royal Caribbean at this point.  And I can find no comments from the passengers on the cruise ship.  Just this one comment to my blog:    

"It's such a lie, what they wrote there,I been on this ship and watch what happened.This fishing boat was with out any fishing equipment and just suddenly start to run towards the ship from close distance.The ship is the one who alter course to avoid collision,where fishing boat just stopped dead in front of them and distance when we pass fishing boat was over 250 mtrs.

However,it's was a nice try from Italian authorities to blame the ship,but not their own fishing boat,for creating such a dangerous situation for the ship."

The person leaving the comment left only a first name and a bogus email address: John10@gmail.com.

After a little research, I determined that the comment  was posted by someone at Royal Caribbean's headquarters in Miami.  How do I know that?  I'm not saying.  But I am 100% certain that it was sent from the Royal Caribbean offices near the port of Miami.

Cruise Law News (CLN) is a very popular blog. Lots of people love to cruise but subscribe to this blog to get "the other side of the story."  Many major cruise lines here in Miami understand that. They will respond to our inquiries about issues we write about here and send us press statements. If we have our facts wrong, the cruise lines will call or send us an email.  I will immediately post their statements to set the record  straight, even if the statements are pure PR drivel.  

But Royal Caribbean is different. It is the least transparent cruise line in the business. It refuses to respond to requests for information.  Instead of issuing a corporate statement under its letterhead, it will be sneaky and try and slide in a comment pretending to be a passenger, and an eye witness at that! What kind of reputable PR department acts like this? 

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Shortly after the Costa Concordia capsized, the cruise lines' PR committee assembled to try and figure out a strategy to minimize the disaster's effect on the cruise industry. 

A decision was made for the cruise lines to issue a series of "talking points" to the media. The Cruise Line International Association (CLIA) and the American Society of Travel Agents (ASTA) distributed "cruise safety talking points" to travel agents, travel magazines and the media.  CLIA embedded the talking points into "updates" on the Concordia crash on its website. CLIA's president Christine Duffy released "open letters" which travel publications and blogs often published in their entirely, without questioning the accuracy of the information.   

Travel agents began pitching the talking points to the public in articles like this one from Travel Market Report entitled "What to Say to Clients Post-Concordia."  You can read "6 Talking Points" and other tips from travel agents on how to overcome reluctant clients' fears and talk them into buying a cruise. 

Here are some of the cruise industry's talking points: 

1.  "100 Million Passengers Sailed in Last Five Years and Only 16 Died"

This talking point is part of the "cruising is incredibly safe" message.  It's false and misleading.  It's based data from a private consulting firm for the cruise lines which excludes crew deaths and excludes cruises which don't call on U.S. ports.  This excludes the deaths in the last cruise sinking (the Sea Diamond).   Click on the cases under our section "Maritime Death" and "Disappearances" categories to the left.  You will see that there have been many more than 16 people who die during cruises each year.   

The information is further limited to "maritime casualties," like two ships colliding into one another.  But if you take into consideration the passengers and crew who died because of bad cruise ship medical care, murder, lifeboat accidents, deaths during excursions, deaths on Flow Riders and rock climbing walls, drownings, drug overdoses, drunken assaults, being dropped overboard during medical evacuations, and suspicious disappearances - there are far more than 16 deaths during cruises each year for each of the last five years.  

The cruise industry wants you to think that the Concordia is just a freak accident.  But read about prior similar accidents here and the problems with cruise ship fires here.  The Concordia is just the latest in a long list of catastrophes. 

Cruising is not just a means of transportation. Cruise ships are floating amusement parks and entertainment venues. Compared to Disney World (which attracts more tourists than all cruise ships combined) or any international hotel or resort chain, there is no place where you are more likely to die than on a cruise ship.     

2.  "Cruising Is Safe for the Family & Kids"

This whopper of a lie makes my skin crawl. Last week, the bloated body of Dayana Arlotti (photo left), a five year old little girl from Italy, was finally pulled from the wreckage of the Concordia.  

It's a sick joke for a travel agent to hawk cruises by telling parents "hey, I bring my children cruising - it's perfectly safe!"  Don't tell that to Susy Albertini, Dayana's mother (photo below right).

Read though my blog and learn of other dead children caused by cruise line negligence over the last few years. Read about cruise tragedies involving kids, and the extraordinary efforts the cruise lines take to avoid accountability, like this story.  And this doesn't include the kids who are sexually abused during cruises, including being molested by cruise line youth counselors.         

3.  "No Cruise Ship Has Sunk Since the Titanic" 

Some travel agents have taken the "cruising is safe" talking points so far that they are claiming that no cruise ship has sunk in 100 years.  

The Travel Market Report quotes travel agent Nancy Yoffe of Cruise Planners, in Spartanburg, South Carolina explaining how she sells cruise tickets in the post-Concordia world: “ . . I would say the last time a ship like this went down was 1912.”

These travel agents may be good salesmen but they are bad historians.  

The truth is that many cruise ships have sunk with loss of life.  The last sinking was the Sea Diamond,which nailed a charted reef, and sank just four years ago.

Then there is the infamous sinking of the Oceanos cruise ship (photo left), where the captain abandoned ship leaving women, children and elderly passengers to die (they miraculously survived). The sinking of the Oceanos is featured on my list of top 5 cruise ship disasters - watch the video here.

Other spectacular sinkings of cruise ships include the loss of the Sun Vista which burned and sank.

No one can forget the sinking of the Andrea Doria, which ironically enough was home ported in Genoa, Italy where Costa is based. It sank in the Atlantic after a collision with another cruise ship. The fire and sinking of the Yarmouth Castle resulted in nearly one hundred dead passengers and crew.  Add to this list, the sinking of the SeaBreeze I, the Majestic Explorer, the Al-Salaam Boccaccio, Achille Laura, Explorer, M/V Saurav, Queen Of The North, Senopati Nusantara, M/V Bulgaria, Estonia, and the Mikhail Lermontov (which sank in 100 feet of water off the northern tip of New Zealand’s South Island after hitting a reef).

If a travel agent sells a cruise by misrepresenting that no cruise ship sank for the 100 year period between the Titanic and the Concordia, they should be sued for fraud.

4.  "The Cruise Industry is Heavily Regulated"

The basic business model of the cruise industry was perfected by Carnival's founder Ted Arison in the 1960's - incorporate the business in Panama and register the cruise ships there too in order to avoid all U.S. taxes and safety and labor laws, and then sell cruises to tax-paying U.S. citizens.  

There is no way that an U.S. incorporated business which pays income tax and complies with U.S. minimal wage and overtime laws can possibly compete with an offshore business like Carnival which collects nearly $15 billion a year, pays no taxes, and exploits workers from India and the Caribbean islands who earn as little as $550 working 360 hours a month.  

Ted Arison's son, current Carnival CEO Micky Arison, is carrying on this tradition of avoiding all U.S. regulation and oversight.  He and other executives understand perfectly well that the success of their cruise lines depends on avoiding U.S. oversight at every turn.  No wonder Micky is the richest person in Florida with a net worth of many billions.  

Flag states like Bermuda, Bahamas and Panama will never meddle into the cruise lines' business. Yes, there is the International Maritime Organization (IMO) and its "regulations."  But truth be told, the IMO is a weak and toothless U.N. entity.  It's "regulations" are mere suggestions.  If a cruise line ignores a IMO rule, there is no consequence. That's why you have have reputable journalists like reporters at Reuters who are characterizing the Concordia crash as a symptom of the cruise industry's "lax regulation and supervision," as explained in the recent article "How the Cruise Industry Sails Under the Radar." 

5.  "Cruising Will Now Be Safer Now Than Ever"

There is a warm, fuzzy and entirely naive sentiment expressed by travel agents that once a disaster happens, the cruise industry will quickly learn from its mistakes and make changes to improve safety.   The problem is that's not true with an industry which keeps things secret and does not invite regulatory scrutiny.

For example, two Costa cruise ships were involved in separate collisions in the years before the Concordia crash. The Costa Classica ran into a freighter and slashed a deep gash through the side of the ship. The Costa Europa slammed into a dock and killed several crewmembers. The flag state, Italy, investigated the incident but refused to turn the report over to the International Maritime Organization.  In the article "Costa Cruise Egypt Accident Report is Strictly Confidential," BBC News points out that the IMO cannot begin to assess the accident and consider potential improvements to safety without seeing the report.     

After the Concordia deaths, Carnival stated that it would be conducting a full blown audit of Costa to make certain that its operations were being conducted safely and responsibly.  Whether this is happening who knows. This was a PR move, to head off public demands that the cruise line should be investigated by the government.

There is no statement by Carnival that the results of the alleged audit will be released to the public or that it will permit its operations to be investigated by professional and independent maritime experts. That will never happen. If there is an audit, Carnival will keep the results secret. This is the wild west environment of the cruise industry, not the aviation industry which is squarely under the thumb of the Federal Aviation Administration (FAA).    

6.  "Excessive Drinking, Violence & Crime Are Rare"

Shortly after the Concordia disaster, ABC News aired a 20/20 cruise special.  I was in the special explaining how the Concordia drama unfolded.  You can watch the first segment of the program here. 

The second part of the program showed the problem of excessive drinking and violence.  You can see that segment here. I learned a new phrase watching the show - "cruise drunk."  It has been clear to me for years that there is way too much booze and way too few security personnel on cruise ships.  When I expressed these opinions on the 20/20 show, I received hate e-mails for a week after the program aired.

The ASTA and travel agents took it upon themselves to include talking points in response to the 20/20 program, believe it or not.  The talking points included assurances that passengers don't get out of line or drink excessively.

Two weeks later 16 drunken cruise passengers were kicked off P & O's Pacific Dawn cruise ship for out of control violence. 

Be Honest, Tell the Public the Truth 

The cruise industry's reputation has been tarnished with a lack of transparency over the years.

A post-disaster PR campaign of talking points should start and finish with "be honest" - which is absent from the CLIA talking points.  Instead, CLIA suggests that travel agents should require clients to sign a "waiver" releasing the travel agent from all liabilities, including misrepresentations of the cruises. Why would an agent need such a waiver if they were simply telling the truth? 

There is a certain irony about all of these false talking points.  Many life threatening situations which the Concordia passengers faced after the cruise ship struck the rocks can be attributed to false information provided by the vessel's officers and crew.  

Remember, as water poured through the 160 foot gash in the Costa Concordia's hull, the officers were dishonest with the guests.  As the cruise ship sank, they lied to the passengers - "everything is okay; the ship had just experienced an electrical failure."  Later, the Costa crew falsely assured passengers - "the situation is under control, go back to your cabins." And no one can forget the lie told by Captain Schettino after he abandoned women and children to die on his ship that he had somehow "fallen into a lifeboat."   

CLIA's talking points, like the lies told by the Costa captain and his officers, perpetuate the cruise industry's reputation as lacking honesty and transparency.       

There are travel agents who don't rely on someone else's talking points.  New Jersey travel agent and my friend David Stern has his own warnings and safety videos on his web site.  

If you are a travel agent reading this, don't get caught up in CLIA's cult of personality.  Be yourself.  Learn about the history of cruise ship fires, collisions, groundings, sinkings and crimes. And then tell your clients the truth.

Photo credits: 

Dayana Arlotti:  lego.it

Susy Albertini: Telegraph

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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

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Late last Friday, I received a tweet from one of my 9,000 friends on Twitter informing me that a cruise ship had run aground off the coast of Italy.  Not much was known about what happened.  No one in the media was initially reporting on the incident. 

I stayed up all Friday night and Saturday morning watching the increasingly frantic twitter feed about the emerging circumstances surrounding the grounding of the Costa Concordia cruise ship.  Twitter friends like London cruise blogger John Honeywell a/k/a @CaptGreybeard began tweeting the first photographs of the beached cruise ship.  Other friends on twitter like Mikey's Cruise Blog tweeted non-stop as the story unfolded.  

Completely missing from the discussion on social media sites like twitter and facebook were Carnival (the owner of Costa) or its CEO Mickey Arison ( @MickyArison ) or the cruise industry's trade organization, the Cruise Line International Association (CLIA) which has a twitter name @CruiseFacts.

CLIA did not make a single tweet, statement or press release all weekend. 

The few bits and pieces of information which trickled from from Costa falsely suggested that the stricken cruise ship was being orderly evacuated and that the passengers were "not at risk."

In the first blog I wrote that night, I suspected that the cruise line's comments were "probably the usual misleading and false cruise propaganda."  As it turned out, while Costa was assuring the public that everything was fine, panicked passengers were jumping overboard or struggling to survive as water filled their cabins.    

The motto of the $35,000,000,000 a year cruise industry is CLIA's "one industry, one voice."  But CLIA apparently does not work on the weekends.  When disaster struck the Concordia and over 4,000 passengers and crew feared for their lives, CLIA remained silent.

Meanwhile, the void  was filled with insightful analysis and photographs from the international media, particularly from the U.K., as well as iReporter accounts from the scene of the disaster.

The first tweet from the Carnival CEO Arison, who has amassed a personal fortune of over $4,000,000,000 (billion) from cruise fares, came long after the disaster, expressing his condolences, but quickly followed by a tweet (since deleted) supporting his pro basketball team of NBA superstars.         

The void created by the absence of information from CLIA and Carnival and its subsidiary line Costa was quickly filled by non-stop interviews of surviving passengers who described the chaos and deadly confusion as they tried to escape the sinking vessel, which we now understand was caused by the reckless conduct of the cowardly cruise ship captain (above right) who abandoned ship when things got tough.  

The media quickly called on maritime lawyers here in South Florida to provide insight into the disaster.  Our firm received inquires from major television and radio networks like ABC, 20/20, NBC, CNN, Erin Burnett, Anderson Cooper, CNBC, the Canadian Television Network and BBC Radio, as well as national and international newspapers and magazines like Newsweek, the New York Times, the Washington Post, and U.K.'s Telegraph.  I spent the better part of this week speaking with several dozen journalists and shuttling between TV production studios in Miami and Fort Lauderdale for interviews.

The cruise industry did not have much to say.  No one appeared on TV on behalf of the cruise lines. CLIA finally updated its facebook page to assure the public that cruise disasters like this were "extremely rare."  But journalists are turned off by such false and self-serving garbage, and turn to information like that contained on my article Costa Concordia Calamity Just the Latest Disaster for Cruise Industry which discussed prior deaths and injuries on Costa cruise ships in the last two years and a rash of deadly cruise disasters which CNN featured this week.

CLIA also teamed up with a local cruise line defense lawyer here in Miami to write a press release with claims like "the cruise industry is a heavily regulated industry and safety is our highest priority" and "all cruise ships are designed and operated in compliance with the strict requirements of the International Maritime Organization."

I have learned that the media hates corporate PR statements like this.  It's called "gobbledygook" (definition below).  

Most journalists understand that cruise lines are largely unregulated.  To the extent that there is any regulation it is mostly self regulation by an industry whose business model is to incorporate in places like Panama and Liberia and flag their vessels in places like the Bahamas and Bermuda to avoid all U.S. income taxes, labor laws and safety laws.  The so-called "strict requirements" of the IMO are, at best, mere recommendations which the cruise lines can choose to ignore with impunity, like the decision Costa made not to bother to conduct a lifeboat drill before sailing on this disastrous cruise.    

As this week comes to an end, the misleading cruise line press releases simply added to the lack of credibility and silliness of an industry which is known for its lack of transparency.  As the Costa Concordia disaster became a nightly staple for the cable news stations this week, CLIA and the cruise line supporters were no where to be found.  They seem to be hiding under the covers.

Perhaps CLIA's new motto should be "one industry, no voice."         

Here are examples of some of the articles we participated in this week:  

CNBC:  Travel: Do you need medical evacuation insurance?

Canadian Television:  Crime, fires compromise cruise ship safety: experts

International Herald Tribune / New York Times: Disaster Cripples Cruiser, Not Cruising

Washington Post:  Costa Concordia sinking leaves other cruise ship passengers alarmed — and out of luck

Cleveland Plain Dealer:  Cruise ship accident prompts questions about industry safety

Examiner:  Passengers blame Carnival Corporation for Costa Concordia wreck

*The word "gobbledygook" comes from Maury Maverick, a Texan lawyer who served as a Democratic Congressman and the mayor of San Antonio. He used the word in the New York Times Magazine in 1944 referring to a turkey, “always gobbledy gobbling and strutting with ludicrous pomposity.” 

• Comments (1)

Yesterday, the Bermuda Gazette reported on the sentencing of an American tourist who was arrested for possessing pot on a cruise ship which ported in Bermuda.

The Gazette identified the passenger as 43-year-old Edward John Molinari, from New York.  The newspaper reported that after the cruise ship arrived in Bermuda, customs officers and police searched Molinari’s cabin with a drug sniffing dog and "found seven homemade cigarettes in the room’s safe, plus a partially-smoked eighth, containing cannabis of an estimated street value of $178."

The other major newspaper in Bermuda, the Bermuda Sun, also reported on the petty drug offense and mentioned that Mr. Molinari was married with three children.  The Sun included a photograph of Mr. Molinari taken by a photographer camped outside of the courthouse.    

Neither the Gazette nor the Sun mentioned the name of the cruise line, and the Gazette did not mention the name of the cruise ship either.  Why not?  Was it because Mr. Molinari informed the Bermuda judge that that cannabis had been in use “all over the boat?” 

I have been critical of the press in Bermuda in general, and the Royal Gazette in particular, for not mentioning the names of cruise lines when the stories include embarrassing facts like drugs and crimes on the cruise ships.

For example, the Bermuda Gazette recently covered a trial in Bermuda involving allegations that a crew member raped another cruise line employee.   We covered the incident and of course mentioned the names of the cruise line and cruise ship.  We tried to place the incident into context by mentioning this cruise line's history of similar alleged crimes on its fleet of cruise ships.

The Gazette, however, choose not to mention the name of the cruise line (Princess Cruises) or the name of the cruise ship (Caribbean Princess).  Was this because Princess Cruises incorporated itself in Bermuda and registered its cruise ship there in order to enjoy that country's lax safety regulations and minimal taxes?  Is the Bermuda press extending the same courtesy of "looking the other way" routinely extended by the Bermuda vessel registry and incorporation officials?  The Gazette claims that it decided not to mention the cruise line or cruise ship in order to protect the identity of the alleged rape victim and defendant.  That seems like quite a stretch.  But assuming that to be true, why did the Gazette decide not to mention the name of the cruise line or cruise ship which allegedly had drug use "all over the boat?"

When you search the Bermuda Gazette's archives, you will find that while it is quick to identify U.S. passengers caught with small amounts of pot on cruise ships, it will not publish anything potentially embarrassing about the cruise lines.     

The island is very strict when it comes to prosecuting U.S. passengers.  Bermuda will bust U.S. passengers for minor drug possession on cruise ships porting in Bermuda even if its clear that the pot is for the passenger's personal use and the pot never leaves the cruise ship.  And the newspapers in Bermuda love reporting about such minor offenses. 

But Bermuda does a deplorable job investigating violent crimes or mysterious disappearances which may implicate cruise ships which fly the flag of Bermuda.  You will see no real journalism by the Bermuda newspapers into the issues of cruise ship crime, pollution, exploitation of crew members and tax avoidance.  Take a moment and read about Bermuda's indifference to crimes on Bermuda flagged cruise ships.

For example when Italian crew member Angelo Faliva disappeared from the Bermuda flagged Princess cruise ship the Coral Princess, Bermuda eventually conducted a dilatory and unmotivated "investigation" which quickly ended without any answers and no criticism of the cruise line.  The Royal Gazette and other newspapers in Bermuda completely ignored the Faliva family's plight.

The Angelo Faliva disappearance demonstrates the fundamental corruptness of incorporating cruise lines in remote islands and flying flags of convenience of countries with a non-existent regulatory scheme and a press which acts like a cruise line PR department.  Disappearances often go un-reported, un-investigated, and un-prosecuted because of the indifference of the flag countries and the desire of the image-obsessed cruise lines to sweep the problem under the rug.

Independent newspapers with integrity keep large corporations like the cruise lines honest. 

But newspapers like the Bermuda Gazette are a different story.  If you are a passenger caught with some reefer in a safe in your cabin on a cruise ship docked in Bermuda, be prepared to have your name and photograph appear on the front page of the Bermuda newspapers.  But if you are a cruise line with a history of pollution and shipboard crimes, don't worry - the newspapers in Bermuda will be certain never to mention you.  

Photo credits:

Top:  Edward Molinari leaving courthouse, photo by Kageaki Smith via Bermuda Sun

Bottom:  Angelo Faliva, courtesy of the Faliva family

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I have been critical of Royal Caribbean's PR skills over the years, thinking that this particular cruise line's credibility is at the bottom  of the cruise industry.  So when RCCL announced after the terrifying storm which rocked the the Brilliance of the Seas and injured its passengers that the cruise ship "had full power and was operating as normal" and that no passengers were "seriously injured," I thought here we go again - another misleading PR statement.

RCCL has pulled this stunt time and time again, quickly issuing misleading statements in the hope that the media will quote its carefully crafted misinformation and then the story will quickly blow over.

This strategy didn't work with the Brilliance storm story.  The storm was too big.  And the damage to the ship's interior and to the passengers' psyche were too extensive. 

Multiple media sources revealed that the ship was clearly not operating "as normal."  The ship was a complete mess.  Televisions were ripped from their mountings lying broken on the floor, glass shattered everywhere, furniture tumbled and passengers were thrown like rag dolls throughout the ship which looked like a bomb had exploded inside. 

Royal Caribbean couldn't sweep this one under the rug. The national networks - ABC, CBS, and NBC - featured dramatic photographs and video taken by passengers aboard the cruise ship.  Dianne Sawyer's news show earlier this week revealed the terror aboard the Brilliance as it was rocked and rolled off of the coast of Egypt in the middle of the night.  ABC ran a story that the passengers were "in revolt."  AOL News and USA Today ran stories that over 100 passengers appeared in the ship infirmary for injuries. 

Royal Caribbean's everything-is-okay PR statement was overwhelmed by the power of YouTube where passengers on the cruise ship post videos and photos of the spectacle for the world to see.  The discrepancy of what these photos (below) showed versus what the cruise line said magnified this cruise line's lack of transparency.

Royal Caribbean finally acknowledged that the incident was indeed "serious" and some passengers were seriously injured (broken bones).   Royal Caribbean also agreed to reimburse the entire cruise fare for all passengers and provided an onboard credit. 

Captain Hollywood To The Rescue

The cruise line then called on its Vice President of Marine Operations, William Wright, to appear before the media and answer questions about  what happened. 

Captain Wright flew from Miami to Valletta Malta and was ready when reporters began to interview the Master of the Brilliance, Captain Erik Tengelsen, who has a reputation for being honest and forthright.  Captain Tengelsen was at the helm when he was trying to outrun the storm into the crowded port of Alexandria.  He knew there was a storm on his tail, but when he slowed down at the port in Egypt, the stabilizers lost their effectiveness.  The cruise ship was a sitting duck. 

When Captain Tengelsen told the reporter that the incident was "horrific" and that he knew that a storm had forecast to blow to 45 knots and then gusted to 50 to 60 knots, Captain Wright saw danger brewing.  He quickly interjected that "Mother Nature is fickle" and the weather must have been a surprise. (see video below)  Clearly, Captain Wright had been sent to baby sit the ship and make certain no damaging PR statements with legal implications were made by the vessel's officers.  He shut Captain Tengelsen up and took over the show.       

Royal Caribbean also produced a short YouTube video back in its Miami corporate office. Wearing a friendly open collar and sweater with palm tress swaying behind him, Captain Wright provides a reassuring and calming cadence to bring the public's focus away from the horrific storm off of Egypt.  No real information as usual, but a nice relaxing video to calm everyone down. 

Many in the media loved it.  A very popular cruise blog in the U.K, picked up on the feel-good vibe and Royal Caribbean pulled off a PR comeback with "Full Refund for Brilliance Passengers."

A Seasoned Media Pro 

This is not the first time that Captain Wright has been used as a PR ploy for the cruise line.  He was the media star for Royal Caribbean following the last high profile incident involving the Brilliance of the Seas.

Our firm was first introduced to Captain Wright when he was pushed to the front of a PR war our firm was engaged in following the death of George Smith during his honeymoon cruise on this very cruise ship, the Brilliance of the Seas, in July 2005.  We represented Mr. Smith's widow.  The cruise line wanted the public to think that her husband's disappearance was just an accident, whereas many thought that Mr. Smith met with foul play.  Royal Caribbean handled the circumstances after George Smith's death badly.  It paraded a number of employees from its corporate communications, human relations and security departments in front of the cameras to carry the Royal Caribbean "its-just-an-accident" message - only to see them flounder before the cameras.

Finally, Royal Caribbean settled upon Captain Wright to appear regularly on the cable news shows.  I nicknamed him "Captain Hollywood" given his tall stature, good looks, deep voice, and dramatization of the cruise line's talking points.  He was was a natural before the media.  Captain Wright appeared regularly on Greta van Sustern's show on Fox "On The Record."   The cruise line also picked him to fly to Washington D.C. to conduct media interviews during the Congressional hearings for the past five years into the investigation into cruise safety and security issues.

Getting cruise executives and media friendly cruise faces in YouTube videos is something I have advocated in the past if the $35,000,000,000 cruise industry wants to compete in the word of media relations.   

But cruise lines like Royal Caribbean are still a long way behind the curve in matters of social media.  For example, around 15,000 people looked at "Captain Hollywood's" video - compared to around 290,000 people who viewed a video on our Cruise Law's YouTube page of a cruise ship facing rough weather in Antarctica.   

Royal Caribbean still has problems handling its PR matters.  Its first inclination is not to tell the truth.  It tends to minimize the seriousness of serious life threatening incidents when honesty would serve it best.  It finally has a blog by its President Adam Goldstein, and it finally is using YouTube, although both its blog and YouTube pages lag far, far behind the popularity enjoyed by this blog and our YouTube page.  The cruise line still does not integrate Facebook, Flickr or, my favorite, Twitter, into its social media.

Instead, its media strategy is to simply issue the same old tepid "everything-is-just-fine" PR statements.  When that doesn't work, it sends Captain Hollywood to the scene to reassure the faithfuls that everything is okay. 

When the next disaster strikes a Royal Caribbean ship, look for Captain Hollywood to fly in from Miami and announce on YouTube that the cruise ship is safe and sound.    
        

Credits:

Photos of damage to Brilliance of the Seas - MailOnLine

Video - Times of Malta

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A Carnival crew member went overboard around 1:00 a.m. yesterday from the Carnival Splendor cruise ship.  According to crew members, the crew member jumped.  Unfortunately, despite a prompt search, the crew member was lost.

The incident was not reported by Carnival's corporate headquarters, nor was the incident reported by the press.  Instead the first person to report on it was a popular Cruise Director, John Heald, who was aboard the cruise ship at the time of the tragic incident.  Mr. Heald is employed as Carnival's Senior Cruise Director and writes a very popular blog named, naturally enough, John Healds Blog. 

The article Mr. Heald wrote - A Very Sad Day -  explains what happened in a clear and sensitive manner.  You will not find any hint in the blog of the stiff corporate mumbo-jumbo which we see from most cruise lines.  One of the problems cruise lines face is that they are afraid to reveal tragedies like this.  When they say nothing, or delay, or sugar coat ugly facts, they lose credibility at best or look like they are hiding things at worst.

But Mr. Heald's informative and respectful blog timely explained the circumstances which brought the cruise ship to a stop in the middle of the night.  It avoided speculation and conspiracy theories. It was the right thing to do.  Over a hundred readers commented, almost all 100% in support of the thoughts expressed in his article. 

Over 140 people have gone overboard in the last decade.  This is the first time I have seen such a prompt statement of a crew or passenger overboard by anyone associated with the cruise line which contained accurate and timely information and also conveyed the story in human terms. 

The industry's trade organization, the Cruise Line International Association, should invite all of the public relations and corporate communications experts from all of the other cruise lines to a cruise with Senior Cruise Director Heald so they can watch a real pro in action.       

Photo credit:   Carnival-News.com

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The cruise industry has an image problem.  Royal Caribbean is the main reason.

This year began with Royal Caribbean's business-as-usual approach to ferrying passengers back and forth to its "private destination" in Labadee (actually sovereign Haitian land leased from Baby Doc Duvalier).  While Haitians tried to dig out of the rubble and bury their dead following the devastating earthquake, Royal Caribbean passengers zip lined, jet skied, or sat drinking margaritas on the cruise line's private beach.

Royal Caribbean received widespread condemnation from advertising and PR experts nationwide. 

Newsweek magazine joined the ranks of those questioning Royal Caribbean's corporate morality in an article "Setting Sail on a Haitian Pleasure Cruise - the Moral and Economic Dilemmas of Royal Caribbean's Labadee Port."  On the same day, the widely respected non-profit organization, Center for Responsible Travel, issued a press release chastising Royal Caribbean for not doing enough. The non-profit group characterized the cruise line's move as "unsound" and a "colossal public relations faux pas."

This sentiment echoes the criticism by PR experts in Advertising Age's "Royal Caribbean Blasted for Continuing Stops in Haiti" where the consensus is that this was a "massive debacle" which may have long term damage to the Royal Caribbean "brand." 

The Feministing Blog admonished Royal Caribbean for taking advantage of the incredibly poor country of Haiti and urged its readers to consider going on a cruise line other than Royal Caribbean "or tell them that these practices are unacceptable."

Royal Caribbean's President Adam Goldstein told National Public Radio that the decision to continue to sail to Labadee was a "no-brainer," a flippant and indifferent remark reflecting, perhaps, the core values of the "Nation of Why Not?"  

But this nothing new for Royal Caribbean. It's just the latest debacle in a series of public relations blunders dating back over a decade.

In mid 1990's, the cruise industry's arrogance had reached a zenith.  The industry thought itself to be above the law.  Cruise ships routinely dumped everything overboard - from plastic garbage bags to crime scene evidence.  The cruise industry treated the sea like a garbage dump.  It treated crime victims like criminals.   

In the late 1990's, the U.S. Coast Guard caught Royal Caribbean engaged in the widespread dumping of oil and chemicals.  The Justice Department responded by fining the cruise line $1,000,000.  In response, the cruise line went to its PR people who dreamed up a campaign of "Save the Waves."  The PR experts posed the cruise line as a leader in protecting the environment.  Royal Caribbean posted this mantra on signs all over its cruise ships.  All of the waiters, bar tenders, and cabin attendants had to wear "Save the Waves" badges touting the cruise line's commitment to protecting the seas on which it sailed. 

The problem, however, is that the cruise line didn't change its ways.  Royal Caribbean continued to illegally discharge oil, waste and fecal matter everywhere from the Caribbean to the pristine waters of Alaska.

The Feds caught Royal Caribbean dumping again.  And the U.S. government fined the cruise line again - this time $8,000,000 - and placed it on probation.  Did Royal Caribbean learn its lesson?  No, the illegal discharges increased.  While the crew members wore their "save the waves" buttons above deck while serving passengers cocktails, Royal Caribbean engineers below the decks fabricated secret by-pass values to dump everything from raw sewage to chemicals used in the photography labs directly into the ocean. Royal Caribbean cruise ship even dumped oil and sewage into the waters right outside of the executives' windows overlooking Biscayne Bay.

The U.S. Attorney General, Janet Reno, a Miami resident herself and an environmentalist as well, was not amused. The discrepancy between how the cruise held itself out to the public as a green company versus its actual criminal conduct was not lost on the Attorney General.  By the time she was through, Royal Caribbean pled guilty to multiple felonies, received another whopping fine of $18,000,000, and agreed to a five year probation.

While Royal Caribbean was forced to clean up its act on the environmental front, it found itself embroiled in multiple lawsuits after women and children were sexually assaulted during cruises.  Its own guests accused it of hiding evidence and tampering with crimes scenes on the cruise ships.

Royal Caribbean went back to its PR consultants for a quick fix of the problem.  The result was a much publicized "zero tolerance" slogan where the cruise line promised to report all crimes to the FBI and to preserve evidence to be used against the perpetrators, who too often were crew members.  But like the "save the waves" marketing gimmick, the "zero tolerance" motto was just another PR scheme.    

All too often, by the time the FBI arrived on the scene following a shipboard rape, all evidence was gone.  The cruise industry was often accused of sanitizing the cabins and steam cleaning the carpets. The destruction of evidence on cruise ships seemed so thorough that it appeared like a scene out of Pulp Fiction where hit men Vincent (John Travolta) and Jules (Samuel L. Jackson) call upon Mr. Wolf (Harvey Keitel) to oversee the meticulous clean up of their bloody car. 

In 2005, I was retained to represent the newlywed bride of George Smith IV, who disappeared from Royal Caribbean's Brilliance of the Seas under mysterious circumstances.  At this time, Royal Caribbean was an admitted corporate felon which had just come of probation for its environmental crimes and lies to the U.S. Coast Guard. 

The cruise line quickly labeled Mr. Smith's death to be an "accident."  But there was blood all over the awning below his cabin.  And when photographs of what many thought was a crime scene began appearing on cable news every night, the American public had doubts about what Royal Caribbean was saying.  For the next year, the cruise line fought a highly public PR battle in the press, pandering to their base of travel agents and cruise fans while attacking the grieving families. 

In the process, the cruise line's history of shipboard crimes came into focus.  The U.S. Congress convened five hearings from 2005 through 2009 into the issue of whether cruise ships were safe.  The debate focused almost exclusively on Royal Caribbean's history of sexual assaults, shipboard crimes and unexplained disappearances of passengers.

While Royal Caribbean decided to fight a very public battle in the press, behind the scenes other cruise lines cringed as the cruise industry's image sank further and further.  When things could not get any worse, the President of Royal Caribbean's main competitor, Carnival, entered the public relations nightmare.  President Dickinson publicly proclaimed that the death of young George Smith was a "non-event."  Not only did Carnival's President decide to state this publicly, he chose to do so at the cruise industry's annual "Sea Trade" convention in Miami Beach in front of hundreds of reporters - while sitting next to Royal Caribbean's President Adam Goldstein. 

Rather than distancing himself from such disrespectful comments, Mr. Goldstein sat smiling and was later photographed openly chuckling with Mr. Dickinson in front of the cruise delegates.  About what?  Who knows.  But the damage was done. The cruise industry's indifference and arrogance came through loud and clear. 

Over the past five years, if something outrageous happened on a cruise ship, chances are the ship carried a Royal Caribbean flag.  Child molestation, sexual assault, norovirus, employee theft, passenger and crew member over-boards - you name it, Royal Caribbean has it covered.  As I pointed out in Royal Caribbean Press Statements And Other Gobbledygook, the mantra of other Miami cruise lines is "only at Royal Caribbean could this happen."

In the next couple of weeks, we will report on some of the recent PR blunders by the cruise industry.  And chances are they will involve our friends at Royal Caribbean. 

Credits:

Haiti - earthquake     AP (via Mail OnLine)

Royal Caribbean cruise ship        The Consumerist    Don't miss reading "Royal Caribbean Caught Infiltrating Review Sites With Viral Marketing Team."

Cabin        MSNBC

Awning     CBS News

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Last week was another rough week for Royal Caribbean. 

First there were repeated outbreaks of the nasty norovirus aboard the Jewel of the Seas which sickened hundreds of unsuspecting passengers. Then there was the embarrassment of a Royal Caribbean employee with a criminal record stealing private information from Royal Caribbean computers regarding Royal Caribbean customers so her career-criminal-of-a-husband could break into their homes while they were on Royal Caribbean cruises.  And finally there was a sexual pervert molesting a 6 year old child in the kid's H20 WaterZone aboard Royal Caribbean's Independence of the Seas.    

For those in the know in Miami, Royal Caribbean is consider to the black sheep of the cruise industry.   Ask insiders at Carnival, NCL and the smaller cruise lines like Oceania, Regent Seven Seas, and Silversea Cruises for a quote?  They will whisper under their breath - only at Royal Caribbean could this happen.   

These stories caught Royal Caribbean flat footed.  Its PR people (which the cruise line calls the "corporate communications" department) were late to the stories and ended up issuing the usual corporate sounding PR statements which made them sound guilty as hell:

In response to the norovirus outbreaks, the Royal Caribbean PR people issued this statement: "At Royal Caribbean International, we have high health standards for all our guests and crew . . ."

This statement came after its own employee burglarized the homes of local Florida citizens who were cruising on Royal Caribbean ships: "Royal Caribbean does not tolerate any form of criminal activity in its workforce or operations . . . " 

And finally this one after the sexual abuse of a child in the children's water zone on its cruise ship: "Royal Caribbean maintains a zero tolerance policy regarding any criminal activity onboard our ships . . ." 

Gobbledygook!

Royal Caribbean's PR statements about norovirus and crime are corporate double-talk.

For example, the cruise line's "zero tolerance" program began as a public relations stunt ten years ago after it hired outside consultants to study its high rate of sexual assaults.  After the experts told Royal Caribbean that it had a problem because of the frequent sexual crimes on its cruise ships, the cruise line ended its study, rejected the experts' recommendations, and adopted a marketing strategy where it claimed that it had "zero tolerance" for crimes.  This was the same year it pled guilty to multiple felonies for making false statements to the U.S. Coast Guard and the U.S. Attorney's Office about environmental crimes.   

Since then Royal Caribbean's CEO, Richards Fain, tells the company stockholders each year that crime on Royal Caribbean ships is "rare" when the cruise line's own experts concluded long ago that crimes against passengers is "routine."  

As far as the "high health standards" go, take a minute and read the 46 comments by sick passengers who just got off Royal Caribbean's norovirus contamnated cruise ship.  

Out of this gobbledygook comes a clear message: you can't trust what Royal Caribbean says.

*The word "gobbledygook" comes from Maury Maverick, a Texan lawyer who served as a Democratic Congressman and the mayor of San Antonio.  He used the word in the New York Times Magazine in 1944 referring to a turkey, “always gobbledy gobbling and strutting with ludicrous pomposity.”

Photo Credit:      The Consumerist    Don't miss reading "Royal Caribbean Caught Infiltrating Review Sites With Viral Marketing Team."

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A Seattle news station King5.com reports today that norovirus sickened 100 people on Princess Cruises' Sapphire Princess cruise ship based in Seattle. 

As we have reported in prior blogs,  the U.S. Food and Drug Administration (FDA) concludes that whereas "person to person" transmission of norovirus has been documented, "norwalk gastroenteritis is transmitted by the fecal-oral route via contaminated water and foods."  The FDA reports that "water is the most common source of outbreaks and may include water from municipal supplies, well, recreational lakes, swimming pools, and water stored aboard cruise ships."

But Julie Benson (right), the PR person for Princess Cruises, blamed passengers for probably carrying Norovirus on board the cruise ship.

Of course, there is no proof of this.  Ms. Benson is just a PR person and a script reader - not a doctor, scientist or epidemiologist.  It is part of the cruise industry's play book to always blame the passengers for bringing norovirus aboard.  It is far more likely - according to the FDA - that there is contaminated food or water on the cruise ship.  How did Ms. Benson figure out that the passengers brought the virus aboard, rather than poor hygiene by the crew or infected food or water?  The outbreak has not even been investigated by the Centers for Disease Control (CDC).

The CDC database for cruise ship norovirus outbreaks is here. 

Blame-the-passengers is just the script that poor Ms. Benson has to read.

Passengers suffered through norovirus on several cruises on the the Grand Princess just last month.  You can read about those cases here and here.  One of the problems with Princess is that the cruise line charges passengers around a $100 just for a nurse to come to the cabin when a passenger is infected with norovirus.  Some passengers didn't report their illnesses to avoid the excessive charges for "medical treatment."  At the same time, Princess didn't  try to sanitize cabins where no one reported an illness, as reported by this passenger.  This may have led to additional outbreaks on the next cruise.  

The passenger also thought that the public toilets on the cruise ships may be a problem.  Disease experts have inspected toilets on cruise ships in the past, with disgusting results: Cruise Ship Norovirus - Clean the Damn Toilets!  

Lawyers in the U.K. are suing the cruise line for improper cleaning procedures aboard the Grand Princess.  The litigation is being handled by U.K. lawyers, Irwin Mitchell which specializes in travel law in England.  The firm is demanding that passengers are informed of health risks on the cruise ship in advance of it sailing and given the choice of continuing their holiday, choosing an alternative or getting their money back.  According to the Guardian newspaper, the Irwin Mitchell lawyers criticized that Princess is only devoting two hours for "extra cleaning:"

"The fact that this liner has been allowed to set sail again so quickly is astounding given the reports of such widespread illness on the preceding cruise .  .  .  For maximum effect this would normally have taken at least two days. I struggle to see how a fully effective deep-clean of such a large ship could be achieved in a few short hours."

For other articles about the cruise ship sickness, norovirus, in general read here.    

Were you aboard the Sapphire Princess or Grand Princess during these recent norovirus outbreaks?  Were more passengers and crew infected than reported?  How did the cruise line handle the problem?  Please leave your comments below. 

Don't forget to watch the video below:  

June 8, 2010 Update:

AOL Travel published an article "Sick Ship in Europe and Alaska" about the Sapphire Princess as well as Celebrity's Constellation, where norovirus infected at least 204 passengers and 34 crew members.  A comment by one reader: "What they don't tell you is Norovirus is often a food-borne illness. Food is cruise line's stock and trade. They don't want you to know that it may be coming from the kitchen!"

Credits:

Video          King5.com

 Julie Benson              Twitter.com

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A handful of recent stories have shed light unwanted light on the image-conscious cruise industry.  Cruise lines like Carnival and Royal Caribbean spend hundreds of millions of dollars a year to paint pictures of care free vacations.  But here are some stories published in the last few days which make you realize that the fun-filled family cruise may a bit different than advertised.

Wedding Disaster on Carnival's Sensation - WKMG, a local television station from Orlando, reports on the disastrous wedding of a young couple on Carnival's Sensation cruise ship.  Initially delayed by a bomb scare, the wedding party was promised that the ceremony would go forward as planned.  But after arriving three hours late to the cruise ship, they find other passengers wandering into their pre-wedding buffet.  The ship's Captain then wanted them off the ship in thirty minutes.  So they quickly exchanged vows and headed to the reception buffet, which was interrupted by a muster station drill where other passengers arrived wearing life jackets and helped themselves to the buffet.  When the bride wanted to call Carnival's headquarters, the ship told her a per minute telephone charge would apply.  Watch the video, its a disaster.

The Death of Carnival Cruise Passenger Carol Olson - The Baltimore Sun covered the tragic death of a cruise passenger during a snorkeling excursion sold by Carnival which by all accounts was haphazard and disorganized.  Reporter Frank Roylance's wrote a blockbuster article entitled "Pleasure Cruises Bring Risks, Too - Families Say Tragedies Expose Cruise Lines' Limited Liability."  He touches upon an issue which the cruise lines like to keep secret - namely that cruise lines have insulated themselves from liability when the negligence of "independent contractors" like excursion companies and ship doctors ends up killing passengers. Roylance discusses cruise fires, drownings, disappearances, and crime.  

Date Rape Drugs on Princess Cruises -  The International Cruise Victims website just published a story "Cruise From Hell" where parents recount the terror of their daughter who goes to a teen center on Princess Cruises' Grand Princess only to end up missing.  According to the article, the daughter is eventually found semi-conscious by a stairwell.  The family reports that they endured the indignity of a security guard telling their daughter "where have you been, you little slut?"  Although the ship initially confirmed the involvement of a date rape drug, the cruise line later wrote the family a letter, saying that nothing happened.  Princess denied that any of the surveillance tapes showed anything - a tale we have heard before.

Royal Caribbean No Help To Passengers From the Tar Heel State - In a story we touched upon yesterday,  ABC affiliate WTVD News11 in North Carolina aired a story yesterday about a number of families who traveled to Miami only to find that Royal Caribbean's policies regarding the use of birth certificates as identification were inconsistent and confusing. The cruise line refused to permit passengers to board who had their original certificates from the hospitals where they were born, but let others aboard who had  facsimile copies from the clerk's office.  The $15,000,000,000 corporation would not let any of the frantic passengers use their machines at the port.  Many frustrated customers spent $1,5000 each for a family vacation, only to be turned away from the ship.  Watch the video.

Carnival Terrorizes Passengers, Then Calls Their Stories "Ridiculous" -  Two weeks ago, the Carnival Ecstasy cruise ship was sailing across the calm waters of the Gulf of Mexico when it suddenly and unexpectedly made a 90 degree turn which emptied the pool, ripped tables bolted to the deck loose, injured 60 passengers, and terrorized hundreds more.  Carnival claimed that the ship turned to port and listed around 12 degrees to avoid what Carnival called a "loose" buoy. 40 passengers left comments on our blog, stating that the ship actually turned to starboard, listed as much as 30 degrees, and may have been trying to avoid a fixed buoy marking small islands later documented on a maritime chart.  Carnival's PR spokesperson mocked the passengers, called their claims "ridiculous," and refused to apologize.       

The cruise industry's dubious reputation has never recovered after the Department of Justice caught Carnival and Royal Caribbean engaging in wide spread dumping, falsification of log books, and lying and fined them a total of $45,000,000 ten years ago.   

Stories like these suggest that cruise lines still have a hard time telling the truth or treating their customers fairly and squarely.  And the cruise industry wonders why it has an image problem . . .    

Like this article?  Then we suggest reading:

Cruise Lines and Social Media - P & O Cruises Hits A Home Run

Advertising Age - Royal Caribbean Blasted for Continuing Stops in Haiti - Despite Generous Efforts, PR Pros Say Cruise Line Has Damaged Reputation With Its Response

Or read a puff piece by a traveler writer regarding the cruise industry's reputation: Bad Rap: Why the News Media's Cruise Reporting Goes Negative

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Have a suggestion for an article?  Let us hear from you in the contact box, above left. 

Credits:

Cruise ship and waiters               Bloomberg BusinessWeek

Injured Carnival Ecstasy passenger          Brandy and Ashley Vickery (via ABC13 "Sixty Passengers Hurt on Galveston-Based Cruise Ship")  

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Obtaining accurate information from the cruise industry is difficult.  Whenever passengers have a complaint, the cruise lines either ignore them or the cruise lines' customer relations departments send them a nonsensical letter several weeks later dismissing their complaints or offering a 25% on a future cruise.  This often infuriates the passengers who have no intention of ever sailing on a particular cruise line again and are seeking specific information to their legitimate inquiries. 

There are websites which provide an excellent source of information that the cruise lines don't want you to know.  One is CruiseJunkie, run by Professor Ross Klein in Canada.  Dr. Klein tracks safety issues, environmental concerns, and passenger and crew complaints. He has testified several times regarding cruise ship crime before our U.S. Congress.

This morning I read an interesting article on CruiseJunkie regarding a passenger's complaint that the water in the sink and toilet was brown and disgusting looking.  The passenger was a cancer survivor and was concerned whether the water may have been toxic.  Photos of the sink and toilet are courtesy of CruiseJunkie.  Take a look. 

Gross!

But the purpose of writing about this is not just to gross you out.  It is to demonstrate how cruise lines respond to concerns like this.

The shipboard officers and crew offered no assistance or explanation, and would not even send a few complimentary bottles of water to the cabin.  And when the passenger returned home and wrote to Carnival, the cruise line's "Guest Care" team sent what the passenger accurately characterized as a "nonsensical letter" stating "Designing memorable trips is the heart of our business . . . Great food and service . . . will create wonderful memories . . ."  The letter ended with no explanation regarding the source of the contaminated water but regretted that the passenger "felt let down."

The passenger contacted the Florida Division of Consumer Services, the US Public Health Service, and the Federal Maritime Commission - all of whom informed him that they have no regulatory authority over the cruise line industry.

This is what happens when the cruise industry is unregulated and is not obligated to report incidents to health or safety regulators.  Cruise lines like Carnival are not forthcoming with truthful information.  Whether it's the senior PR spokesperson or a low level clerk in the customer services' department, they will write a letter or issue a press statement treating the U.S. public like idiots.  

So the mystery of the disgusting water on Carnival's Liberty will remain, like many disturbing incidents on cruise ships, a mystery.    

Photographs courtesy CruiseJunkie.com

May 3, 2010 Update:

This is not the first time passengers have complained about the water on Carnival's Liberty cruise ship.  A reader brought the following YouTube video to our attention.  Take a look: 

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In an article entitled "Family Seeks Answers in Disappearance of Italian Chef From Cruise Ship," the LA Times reports that family members, of an Italian chef who disappeared during a cruise, met with Princess Cruises representatives in California to obtain information regarding what happened to their son and brother. 

The family of Angelo Faliva (shown here left) had flown from Italy to meet representatives in San Pedro, California where the Coral Princess cruise ship arrived after a 15 day cruise from South Florida.

The Faliva family apparently left California without any information.

We previously reported on this disappearance in a prior article "Crew Member Missing from Princess Cruises' Coral Princess Cruise Ship."

The cruise line industry has a notorious reputation for withholding information when there is evidence of foul play that may hurt their legal interests or may tarnish their marketing image.  Usually the families are kept away from the cruise line's security personnel and are stuck dealing only with the cruise line's PR department or in-house lawyers who tell them nothing.    

In this case, Princess Cruises PR representative Julie Benson said that the cruise line's investigation allegedly did not reveal any information to explain the crew member's disappearance. The PR representative Benson tells the LA Times:

“We are really very puzzled . . .  We don’t know what happened.”

How is it possible that the hundreds of cameras on the cruise ship did not record a single image of crew member Faliva?  Earlier this year when a passenger committed suicide by jumping off of the stern of Carnival's Sapphire Princess, the cruise line produced the CCTV films. Did they find the CCTV because it exonerated the cruise line?   We wrote about this is a series of articles in September. 

Princess Cruises claim of being "puzzled"raises substantial questions.  

How can a happy and healthy crew member simply vanish without a trace?

Has the Faliva family been provided with a copy of the CCTV?  Was the Faliva family permitted to interview the security officer?  Did Princess arrange for them to talk to the CCTV operators and shipboard IT technicians?  Were they provided with copies of all reports and statements taken of the crew members on the cruise ship?  Were they permitted to board the ship and speak with the Master, the crew member's co-workers and his cabin mates and friends? 

Certainly the family is entitled to more than the cruise line's usual we-don't-know-anything PR statement.

The International Cruise Victims organization reports that this year 23 people have gone overboard from cruise ships. 

Credits:

Mr. Faliva           Falavi Family via IlTempo.it 

Princess PR representative Julie Benson    Twitter @JulieBenson

• Comments

Cruise lines which are in touch with their market understand the need to be versed with all aspects of Social Media 2.0.  Twitter, FaceBook, Flickr, and YouTube all present an inexpensive and highly effective way to get a company's message out to the public.  This is particularly important in times of crisis management, such when a fire breaks out or a bout of swine flu is running its course on a cruise ship.

Most cruise lines remain clueless.  Royal Caribbean, for example, has a Twitter page @royalcaribbean, but it has not been updated since June 19th.  The only tweet says: "Look for updates here soon!" - that was over three months ago. It resembles an abandoned store front.  

Other cruise lines which are using Twitter or FaceBook are not maximizing the potential offered by social media applications.  Companies like NCL  @NCLFreestyle have pleasant enough websites and utilize Twitter but are mostly just trying to push ticket sales.  Recent tweets by NCL: "hottest new cruise," cruises for "$249," etc.  You get the idea.

The problem with these tweets is that they flaunt the etiquette which has developed on Twitter.  Effective "twitterers" understand that hard sale tactics don't work.  In fact, they turn potential customers off.  But interacting with the public, and providing accurate and relevant information via a conversation, works.  You could imagine how ineffective and counter productive it would be if I took NCL's approach on Twitter - "hottest new lawyer," lawsuits for "$249," etc.  A bad idea.

Princess Cruises - What's Social Media?

When things go wrong at sea, the public deserves to receive accurate information, fast. And Twitter is the best way to do just that. 

When the Princess cruise ship "Royal Princess" caught fire on June 18th, the cruise line didn't release any information to the public.  But a passenger, a Pastor from South Carolina,  @gregsurratt tweeted about the fire from his iphone on the cruise ship.  He indicated that the fire was bigger than expected, that the cruise ship was dark, and that a tug had to tow the ship back to port in Egypt.  Frantic families in the U.S. had to rely on Pastor Surratt for information about their loved ones. He even tweeted photos of the fire, the passengers sprawling out on the deck in the dark, and the tug via "Twitpic" - an application which permits photos to be uploaded onto Twitter. 

When the cruise line finally awoke and posted its typical less-than-forthcoming corporate press statement, no one was paying attention to Princess Cruises.  Everyone was listening to Pastor Surratt tweeting away on the cruise ship in the Mediterranean.  Most troubling was that the press releases finally issued from Princess Cruises' corporate offices in Santa Clarita down-played the incident and provided incomplete and misleading information. 

Princess Cruises not only lost an opportunity to interact with the public via Twitter, but it lost credibility in the process.    

Twitter and YouTube - Effective PR Tools - P & O Cruises Gets An "A" 

Princess Cruises' sister brand P & O Cruises knows what it is doing in the world of social media.  P & O Cruises has had more than its fair share of bad things happen on its cruise ships.  It is best known for the tragic death of Dianne Brimble, who died due to a toxic mix of alcohol and a date rape drug several years ago.  The brand was known for heavy drinking, out of control parties and general debauchery.

But in the last two years, the cruise line has turned its image around.  The PR people at this cruise line rebulit P & O's reputation.  Social media played a big part.

For example, last May when the Pacific Dawn was sailing with passengers and crew infected with H1N1 swine flu, the news media in Australia went nuts. Front page news articles labeled the cruise ship the "swine ship."   

P & O went on the offensive. CEO Ann Sherry began giving short statements on the cruise line's blog.  The cruise line's website contains links to its Twitter and FaceBook pages as well as to "ship blogs" including the Pacific Dawn.  The cruise line knew how to upload videos of cruise activities to its ship blogs as part of its general marketing. It now had the experience to use this media to deal with this crisis. 

Ms. Sherry appeared on the scene, wearing a very smart red dress, and looked directly into the camera. She provided information about sick passengers and what the company was doing to address the issue. The cruise line used its Twitter page @POCruises to provide additional updates and links to the video.  It even uploaded a photo via "Twitpic" of Ms. Sherry, standing in the rain surrounded by reporters, while the beleaguered cruise ship with its sick passengers arrived at port. 

When the flu passed its course, the next ship blog, entitled "Clean Ship," showed photos of the Captain and crew having fun in the disco, smiling and laughing.  The message to the public was quite effective - everything is fine, come on aboard.

In the past several months, P & O Cruises continues to use social media effectively.  Ms, Sherry still appears regularly on YouTube videos, talking about the presence of surveillance cameras on the cruise ships, responsible drinking programs, and "customer care" teams.

it is nice to see a cruise line connecting with the public in this manner.     

Photo credits  

Photo no. 1 of Ann Sherry - Zimbio - "P & O Cruises Holds Swine Flu Conference" (Photo by Graham Denholm/Getty Images AsiaPac)

Other photographs and video - P & O Cruises

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