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Carnival Cruise Lines - Safety

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Nancy of Columbia SC (1/3/04): We went to the "Debarkation" talk given on the Carnival ship Fascination toward the end of our 4-day Western Caribbean Itinerary (Key West/Cozumel out of Miami) from 12/22/03-12/26/03). We were told that U.S. Customs was allowing certain ships or cruise lines to "try out" a new system: U.S. citizens wishing to use the "Self-Assist Express Debarkation" could carry off ALL their own luggage during a window of time on that Friday morning in port from approximately 7:30 AM to approximately 8:15 AM.

Sounded good to us; we had one bag each and a small "carry on" each. We showed up at the appointed time (7:15) and location (Palace Lounge). The Palace Lounge is located one level above the Empress level, the site of the ship's exit. However, the bank of elevators located at the Palace entrance, DO NOT go to the Empress level. This meant that the hundreds who showed up had to then lug all their stuff down two flights of steps to leave the ship.

Although this was a major inconvenience, my concern was related to safety. Hundreds waited in the Palace Lounge and the rest of us, who could not fit into the lounge, waited in the hallway and on the stairways outside the lounge. Eight AM arrived and we were still waiting. There were only two crew members in this entire area: both from the entertainment department, one being something of an assistant cruise director and entertainer/comedian and the other a dancer. Both young. Both rude. Both highly inexperienced and totally untrained in managing the movement of hundreds of passengers crammed in a small space.

We did get a one-minute blurb from the Captain, Andrea Viacava, over the speaker system, saying customs was the hold-up. He recommended we go have some more coffee. What a complete lack of understanding this man had of the situation. We were crammed with our luggage so tightly in the halls and lounge that if one wanted to leave for a coffee or to use a rest room, one would have to walk over people or crawl first to exit the areas. Then, the entertainer came through the crowd and informed us to leave our luggage where it was and to come into the lounge to wait. I went ahead toward the lounge and found that three of the four doors on the left entrance were locked and totally blocked by baggage and people.

I found the entertainer, and asked him to unlock the doors and ask people to unblock the access doors. At first, he did not want to do this. I repeated my request and told him that not only was this a major inconvenience, but the idea of cramming hundreds of people into this area without a safe way to exit or move in case of emergency or fire, was a fire hazard. He gave me a nasty look and turned and walked away. (He probably was eager to return to the lounge, where he was hosting a trivia game to entertain the masses).

When he came through a while later, he announced again that we must go into the lounge, and when I asked if the doors were still blocked, he said they were cleared. (However, he very generously gave me his nastiest look before turning his back to me again.) We had a few more light and pithy announcements from our captain and around 9:30 we suddenly started moving.

My complaint? Total lack of planning, total lack of appropriate and useful information delivered in a professional and timely manner, the creation of hazardous conditions, creating potential fire hazards, and the use of personnel who were totally untrained in passenger management and passenger debarkation. These young entertainers could no more manage a critical situation such as a fire than fly. I am also reporting this to the fire marshall in charge of the port of Miami. I do give credit where it is due, in that the cruise in itself was a pleasure. Next time, we'll go the standard debarkation. I can manage the rudeness, but safety should never be questioned. A big fat ZERO to Carnival Cruise Lines for this one.

Rachel of Petaluma CA writes (8/24/01):
My family of 15 and I just took a trip on Carnival's Elation. You can't imagine the unsafe conditions that we were exposed to during a stop at Cabo San Lucas and Carnival did nothing to help. I have talked to several people who have also indicated that the same thing happened to them and that Carnival should take more precautions when stopping in Cabo.

My family and I were stranded on Pelican Beach during a storm which left all of the Elation passengers who had disembarked in Cabo stranded. Carnival did nothing to assist us while we had to climb rocks barefoot and in swimwear to safety.

More surprising was that after we boarded the ship after a six hour delay, Carnival representatives did not even offer medical services to those injured parties, including myself, but rather avoided the whole topic by not mentioning it at all. This was deplorable. Carnival also risked all of our safety by boarding us on boats which did not even contain lifejackets.

Jan of Celebration FL (5/18/03):
I joined a tour from Carnival Pride in Belize May 13 2003. This was a cave tubing tour. On the bus ride to tour, guide said to leave all items aboard. I mentioned that I overheat and had a special bottle (ice/fan) that I use. He said no ... leave it behind. We were given a bottle of water when we deboarded. After getting our tubes he said leave the water on the table and we entered the jungle.

The trail was ambitious and not easy. The heat and humidity was insufferable. I began to heat up. I began to fall behind in the line on the trail. They had a front guide and a tail guide whose duty was to stay with anyone who fell behind. I lost sight of the group as I stopped and rested. I was flushed and out of breath.

Another group came up. They all had water and offers of help and water were given, then they moved on. Two couples stayed behind to help me and insisted that I stay with them. By this time their group had moved on also, leaving the 5 of us alone -- no sounds, no people, no clue where we were or where the

We continued on and eventually found a pool with a cave entrance. We entered the pool (finally, cooling me down) on our tubes. There was a very slow current and we had to paddle with our arms backwards. The cave was pitch dark (we had head lamps). They were young (I am 71) and moved very fast. When I was yet halfway they were at the exit. They yelled back that they were leaving and would send someone to help me. I yelled, "Don't leave me" and they repeated they would send someone.

I was alone. I tipped over the tube on a shallow patch and could not get back into it so I tried to paddle with one hand and hold on with the other. It was very dark ... and very low ceilings now and then.

When I saw the cave exit I was exhausted and could not get out. I edged to the wall and with my fingertips tried to edge my way out. I finally reached a point where I could not go on. I was getting very cold having been immersed in the water up to my head. I realized that no one was coming; no one was out there and I began to get terrified. I began to yell: HELP ... HELP ME ... SOMEONE HELP ME over over, not sure how far out of the cave I could be heard.

There came a point when I feared that I had begun to get hyperthermia and that I could fall out of my hold and drown and I was frozen with fear. Another group was on the trail and heard me, thinking it was kids cutting up. But the guide realized and he came running to the cave entrance and swam in and rescued me. He never let me go after that ... he kept my tube next to his. We had to enter the REAL CAVE to get out and I was extremely cold by then.

I was given a lot of water; and the guide kept talking to me. When we got to the beginning spot the foreman met me and was livid and apologetic. My bus, my original guide and my dry clothes were gone. I had to sit wet on the bus to the luncheon place. I could not eat. I was traumatized. I went behind a tree and wept.

When we got into Belize City the owner of the tours met me and was apologetic. He gave me a credit for the tour; the missing guide was there and I truly do not know what was said, I was so "out of it."

The young couples were there, crying, and I was trying to make them feel better for having left me. When I returned to the ship, my husband went down to the Purser and asked, "Do you know what happened to my wife? I want to cancel her tour for tomorrow." The purser said he did not believe that I was abandoned on the trail, lost in a cave and left by the bus. He later got the report and was apologetic.

The Ship did not send one person to talk to me; not one person to inquire if I was injured, unwell, to check my condition. I took a cough syrup with codeine and slept from 9-9 am ... all the next day I was traumatized; and as I write this I can feel the tears.

I feel that I was treated dreadfully, suffered greatly and still have some trauma over the event.

Patricia of Newnan GA (6/4/02):
I just returned from a 7-day cruise on the Carnival Sensation. Our cabin, the hallway around it, and the same area on 4 levels of the ship all smelled like a septic tank. The staff was aware of the problem, but said Carnival would not dock the boat to replace the parts of the sewerage system that need to be replaced.

I submitted a written complaint while on the ship, but nothing was done. I have contacted my travel agent, but I don't have much confidence that she will pressure Carnival to do anything. I have just emailed Carnival and suggested that they reimburse me with a comparable cruise on a ship that does not stink. I feel very strongly that it is wrong to sell cabins in the areas where they know it will not be pleasant to stay. I am afraid that I have not complained "correctly". What else should I do? Is my request for a pleasant trip reasonable?

It may be reasonable but it is not guaranteed or legally required -- and we doubt Patricia will get much more than a certificate for a 10% or 15% discount on her next cruise.

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