Tim Chadbourne

Age: 43
Occupation: registered nurse
Number of Cruises: 3
Cruise Line: Carnival
Ship: legend
Sailing Date: August 11th, 2004
Itinerary: Bermuda

August 31, 2004

Dear So and So :

I am writing this letter on behalf of my family and self, regarding our recent “disaster cruise” on the Carnival ship “Legend.” Our cruise took place August 11th through the 19th to San Juan, Tortolla, and St. Thomas. Our cabin numbers were 4139, 4141, 4143. Our complaint reference number is 00211g567a. This was our family’s third cruise with Carnival. We had pleasant experiences on our past two cruises and felt comfortable recommending your cruise line to my wife’s sister, husband and their two daughters. We had to plan this trip for two years due to the complexity of two families structuring their summer vacations together. We were eagerly awaiting our sail date.

We left port late with no explanation as to why. According to the Captain’s announcement the next day, the ship had developed engine problems at approximately 300 -350 miles out of port. As a consequence we were told we were being diverted to Bermuda. Our family sailed there last year and had no intentions of returning there. We stood and looked at each other in shock and disbelief. We followed the crowds to the Pursers desk and waited for over an hour in line to speak with someone to obtain information about filing a formal complaint regarding the change of itinerary. We were treated rudely, with disrespect, and little or no regard was offered for our personal situation. Our vacation was ruined and we were expected to just accept what had happened and enjoy the rest of the cruise,

“UNBELIEVABLE.” We were told that we were a minority, and that very few passengers were upset with the change in itinerary. The long constant stream of people in line at the Pursers desk, for hours, told a much different story.

We docked in Bermuda and stayed only two and one half days out of an eight day cruise that we paid over 1,400.00 per person for. We were situated at the far end of the island which left us having to pay additional charges to leave the dock area to get to town and back. We were informed after disembarking from Bermuda that the Ships engine had been “miraculously” repaired while in port at Bermuda.

During the entire cruise we met no one that was pleased with the change in itinerary. To add insults to injury, we were credited a mere 150.00 to our sail and sign accounts. All attempts we made to discuss our dissatisfaction with ship personnel were rebuffed, minimized, and put off. We were told that we would receive a response to our complaint within 48 hours. None was ever received. We were finally given a hand written note by staff at the Pursers desk with a telephone number to guest relations on our last day aboard ship following repeated requests.

During the return voyage to NYC we ended up traveling in circles out at sea. We were told that there was a hazard at sea noticed by the Captain who circled the ship around to investigate. Since when do cruise ships’ act as the Coast Guard. A simple radio dispatch could have taken care of things. It left us wondering that if the Captain had time to do this why had he not offered to spend more time in Bermuda, rather than at sea.

Needless to say, we are outraged and extremely disappointed as customers. In addition, we feel compelled to report our observation that the qualities of the food at the buffets on lido deck have significantly declined as compared with our last two cruises with Carnival. Our experience in the main dining room for our evening dinner was disappointing at best. The waiters were waiting on so many tables that we had to wait long periods of time for service. We felt uncomfortable making requests as it seemed to disturb the waiters. In contrast the wait staffs on our two previous cruises were cordial and friendly. They had time to chat briefly with us and were readily available to provide service. It seems to us that a lot of corners have been cut at the customers expense, and it SHOWS.

I am thoroughly embarrassed to have recommended Carnival Cruise Lines to my extended family, and am deeply disappointed that Carnival Cruise chose to treat us in such an indignant manner. We feel that Carnival should have had the decency and respect for it’s current “?” Valued Customers” and potential future customers to have done the honorable thing and returned to NYC port and reimbursed its passengers fully for a future cruise. Instead we were taken to Bermuda at our expense and against our will. It is my opinion as well as a majority of those I spoke with on board ship that we were kept on board ship in order that we would be compelled to spend more money on board.

In summary, it is not our fault your ship had an engine problem. We did not ask to be brought to Bermuda. I am therefore requesting a full refund “not credit” on behalf of our entire cruise party. We would prefer to resolve this matter amicably. If this is not your wish, we intend to pursue this matter with legal counsel, including newspaper and television exposure of what transpired during our trip on your cruise line.

Sincerely yours,

Timothy Chadbourne Cabin 4141
Elizabeth Chadbourne Cabin 4141
David Dalton Cabin 4143
Jacqueline Dalton Cabin 4143
Jamie Dalton Cabin 4139
Jennifer Dalton Cabin 4139
Stephanie Prigione Cabin 4139

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