Royal Carribbean Cruise (1 Oct – 13 Oct 2009) – Cabin 3502 Dietlinde + Howard Martindale (from/to Barcelona – France, Italy, Greece, Turkey, Spain) Day 1 (1 Oct. 2009): Boarded, cabin found, luggage delivered, etc etc.
26. Februar 2010Day 2 (2 – 13 Oct 2009)
1. During the next 12 days we participated in on board activity and took a number of organized excursions to Villefranche, Livorno, Port of Rome,
Greek Islands, Turkey Ephesus, Athens, Pompei, Naples etc.
2. During all these activities my wife and I, and also supported by other passengers we had met,
all agreed that this cruise was one of the best we had undertaken. If not the best.
3. This is supported by our filling in of the company’s questionnaire regarding our opinion of the cruise on the last day.
We also added additional tips to various staff members in recognition of our satisfaction.
4. My wife and I were fully in praise of the services we received, excursions, food, etc etc.
We also stated we would cruise again with Royal Carribean and recommend it to others. This was the evening the 12 Oct. 2009.
12 – 13 October 2009 (night of the incident):
We dined at 6.30 p.m. even though there was quite a severe storm. We then had farewell drinks with a group we had met during the cruise.
Then we retired to our cabin (approx. 9:30 p.m.) At this stage the storm had increased and made movement in the ship difficult.
We retired to bed and read for about 30 minutes and then went to sleep.
Note: due to the events that occurred after we woke up, the timings have to be accepted as very
approximate in the times we have stated.
Incident:
1. At approx. 11 p.m. my wife and I were woken up by an extremely loud crashing sound. In my opinion it was an explosion.
And the “porthole” “cabin window” had disintegrated and lay across the bed. In addition a huge amount of water had entered the cabin that destroyed the cabin ceiling which had descended across the bed and in addition filled the whole cabin to the cabin door.
Also all the cabin lighting had been extinguished and a large mirror on the wall
smashed into small shards of glass.
2. As a second wave entered the cabin, I told my wife to go in front of me, and avoid, if possible,
the broken glass on the bed from the cabin window (safety glass) and the mirror glass which was not safety glass, but avoid more
importantly the smashed mirror on the cabin wall above the bed.
3. At this point we heard calls for help from cabins either side of ours (cabins 3500 and 3504).
4. After lifting the various debris, ceiling panels, structural supports and electrical wiring and light fittings etc,
my wife eventually reached the cabin door and managed to open the door after we removed the debris pressed up against the door.
5. At this point my wife was wearing only her night dress and I was in my underwear only.
6. On entering the main corridor there were a few cabin staff and passengers further up the corridor peering out to
see what had happened. They did nothing to help or assist in any way.
7. The cabin next door (3504) was calling for help as they could not open their cabin door.
My wife and I assisted in opening the door after having removed the internal obstructions preventing the cabin door
opening by putting my arm through the narrow slot between the door and door jam. The two ladies then escaped in their night clothes only.
8. At this point (approx. 10-15 minutes after the breaking of the cabin windows) some more senior ship’s staff began to arrive.
Their first reaction was to assist my wife and the two ladies from cabin 3504. I told them that it was much more important
to rescue the people in cabin 3500 as we had been unable to assist as it would require more people to give aid and possibly would
also require direct qualified medical assistance. My wife and the two English ladies could definitely cope for the immediate future
without further direct assistance.
9. A new group of ship’s staff arrived about 10 minutes later. At this point both my wife and I were covered in blood
(small cuts and seawater created a worse sight than the reality). However my wife was still in her night dress and I was still in my underwear.
I approached an “officer” who
had gold braid, and requested a dressing gown for my wife and at least a towel for myself.
The officer said and I quote: “Why didn’t you think of getting dressed before you left your cabin! That’s what any sensible person
would have done!” I walked away with my wife and fortunately some passengers handed my wife a dressing gown (not ships property) and I was given a towel (ship’s property).
10. We were then taken to the sick quarters.
Sick quarters (from approx. just before midnight to next day 13:00 hrs)
1. We arrived in sick quarters (my wife, myself and the 2 ladies). Our initial impression was of total chaos, cabin boys, miscellaneous unidentified people who did not appear to have any purpose or reason to be there. These people dispersed over the next 10-15 minutes having apparently contributed nothing.
2. Two nurses arrived and took charge of the next events extremely efficiently – names, cabin number, any immediate injuries, etc etc, and explained that as soon as the other couple had been examined (more serious than us) the doctor would see us.
3. We were then sent, my wife and I to a ward with 2 beds, the other ladies to the ward next door. Neither bed was made up and no pillows.
Further activities in sick quarters:
1. Unfortunately events now descended to an element of farce. The doctor examined my wife and concluded that she had ‘vertigo’, minor
cuts and abrasions – diagnosed bed rest. In my case I was diagnosed with minor cuts and abrasions. I stated that I had back ache and pain
down the left leg. The doctor stated that this was “normal”. We were then sent back to the ward to have a shower (in order to clean off the blood)
2. I entered the shower to be confronted by cardboard boxes completely blocking the entrance and in addition a number of wheel chairs, intravenous drip stands, a commode and a bed tray. It was impossible to enter the room, let alone have a shower, toilet or reach the wash basin.
I reported this to the doctor and was told that it was impossible. After examination by the staff, who found my statement was true,
I was told: you must use the other bathroom! No attempt was made at that time to clear the bathroom – or more importantly put the brakes on
any equipment or the beds. Due to the danger I went round to secure all the equipment I could.
3. At this point we did find some sympathy and totally unexpected support. Having been asking for at least minimal clothes etc, a nurse …….. went to her own cabin and brought my wife underwear, T-shirt, sweater and jogging trousers.
4. In my case she brought me a South African Rugby shirt and a pair of trousers. This was the first time we had been given any support 3 hours after the start of the problems. The nurse should be commended at the highest level. The second nurse should also be commended as she gave full support to all of us in the absence of either the doctors or any senior, intermediate or junior officer making any visit. This was with the exception of one officer who appeared about one hour after our arrival in sick quarters with the statement:
“The captain sent me to make sure you are all ok”. Are you all ok?” We said yes and officer left straight away. There was no question of: did we require anything or further support.
At around 4 a.m. we were told that we had to fill in an accident report and make a list of all the items in our cabin.
Next day (13 October 2009):
We had been asked at approx. 7 a.m. if we would like breakfast and this arrived. No other contact was made with any of the following, doctors following
up on patients, officers or support staff. The only officer who arrived was the captain. He was talking to the doctor in a room opposite our ward. I went over and spoke to the captain and said that I thought we had all been extremely lucky after the night events. He agreed and apologized for any problems. As he was talking to the doctor, I excused myself on the basis that I assumed that he would visit the 6 passengers still in the sick quarters and we would have the opportunity to explain that we did need basic items like
- soap, nail brush (my nails were still filled with blood), shampoo, combs, basic cosmetics for the ladies, shaving/washing kit, underwear
(ladies, gents), trousers, shirts, shoes (not cabin slippers!) etc.
Unfortunately the captain who saw my wife in the corridor deliberately walked straight past her and out of the sick quarters without a further word!
When I asked who we needed to contact to obtain information and support, I was told “this would be arranged”. A Philippino boy arrived and I gave the
above list of essential items and he said he would get it. But we have to give cash to pay for it! I explained that all our possessions were in our
cabin including money – plastic ship card etc. I asked him to see someone in authority to authorize the purchases. He agreed and said he would return.
Nothing happened. We left the ship unwashed, un shampooed, without teeth cleaned or hair combed or any further contact with any member of the crew except the 2 nurses who had now obtained a rag bag of discarded clothes, judging by the laundry/dry cleaning tags on various items left behind on previous cruises. This included dinner / cocktail dresses etc. – very few men’s clothes. I ended up with a ladies 2 x XL trousers (and still in my wet underwear) that had to be tied on due to the size and a shirt 5 times larger than my normal size, plus a pair of ship’s cabin slippers.
(Note: this is how we went to the Barcelona hospital, including walking through the streets like a refugee convoy!)
During this period I was informed that the search team in the cabin had found my wallet and passport. I only had to go to customer support on deck no. 4 and sign for it. I went to the corridor of sick quarters and was told that I could not leave sick quarters – “doctors order”.
I asked if someone could collect the items and was assured “yes”. Two hours later I asked what had happened and was told “didn’t realize that
this was busy time for the ship and no one could be spared to collect the wallet and passport.
It was at this point we all realized that the priority for the ship was to get the new customers on board and that we, in sick quarters,
now at the end of the trip and would pay no further money, could only be viewed as an embarrassment to be got rid of as soon as possible
without any of the other old or new arriving passengers seeing us. At that point we were dressed in discarded clothes from the laundry.
In my case 2 x XL ladies trousers (blue), a South African Rugby shirt (courtesy of the nurse’s ownclothes) and my wife in the nurses personal
underwear and an old sweater. In addition Royal Caribbean slippers!
While my wife and I remained in the sick quarters (11:00-13:00 hours), I had requested on a number of occasions clarification on what
would be happening in the near future, including:
1.Provision of clean clothes and suitable shoes
2.Report on what items had been recovered from our cabins
3.Provision of basic washing items (comb, hair dryer, shampoo, soap, shaving items etc)
4.Provision of some basic underwear for both men and women, and suitable clothes.
5.What would be the next actions taken by the ship’s staff.
6.I also requested a formal letter regarding the incident as my wife who is German would have to obtain a new passport, identity card and driving license. All these replacements require a police report on how the loss occurred. I drafted a suitable letter that was rejected.
I was told a suitable letter would be produced – it was not.
It was interesting that questions 1-4 all had the same response: “It is not our responsibility and someone else is looking after these matters.
” Nothing ever happened!
On item 5. a young man (one gold stripe) arrived and told us:
1.Initially we would have to claim on our own insurance, and he hoped we had one.
2.In the event that our own insurance was insufficient, we would have to negotiate with Royal Caribbean’s own insurance company directly.
When I asked why we couldn’t contact Royal Caribbean directly regarding our claims, he stated that “this was not company policy”. I asked for a copy of both claims forms and Royal Caribbean policy statement. He assured me this would be sent immediately. We saw and heard nothing more!
Note: my wife and one nurse were present throughout these discussions.
3. At approx. 12:00 hrs another crew member arrived and told us we would be taken to hospital in Barcelona for a “check up”. That we would not be returning to the ship but taken to the airport for the trip home. I refused this and pointed out that we had
-no money/credit cards
-no passports or formal identification
-no clothes
-no method of entry to our cars, house etc.
-no method of getting from the airport of destination to our home
-no medication for those on medical treatment with prescription
medication etc.
-it was then agreed we “may” be allowed back to the ship.
4. The crew member left without any comment and someone arrived with the items that were found in our cabin.
a.) Dark blue suitcase – completely wet with the following contents (see separate list) – this we were instructed to leave behind all destroyed items as they had to be returned to Miami “for evaluation”.
-5 shirts
-1 Italian Wool/silk jacket (men)
-1 radio (Sony) portable ICF-SW77 serial number 910770 world band receiver
-1 thick pink cashmere cardigan
b)black Cerrutti travel bag (inside new blue Furla handbag)
c)black Pierre Cardin travel bag containing all the Cannon camera and equipment (wet and destroyed), German Nokia handy, books and guide books, binoculars (left behind as everything was damaged).
5. At 12.30 hrs we were asked if we needed lunch. We said yes and were told that sandwiches would be provided. At 12.55 hrs we were assembled and told we had to go to Barcelona hospital immediately. At this point the sandwiches arrived and the nurses put two sandwiches into sea sickness (clean) bags for each of us.
6.At no point were we asked if any of us spoke Spanish. I was however reassured when an officer of the company (3 gold stripes) got on the bus with us.
This was a false hope, he also was being given a health check up at the hospital and had no responsibility for any of the passengers (us and the 2 English ladies).
7. It was fortunate that my wife speaks fluent Spanish as she was required to help and translate for the two ladies from cabin 3504 and also the Canadian professor(from cabin 3500) who had already been admitted to the hospital (he was reported to have suffered a heart standstill during the night).
8. At 18:00 hrs Mr Adolfo (we don’t have his full name) the onshore representative of Royal Caribbean (the company he works for is called Intercruises – they provide all harbour services) arrived at the hospital. This was the only person who took any responsibility for any of the passengers other than the 2 nurses in the ship’s sick quarters. Adolfo took over responsibility for the administrative support of the Canadian professor and his wife, and also the two ladies and ourselves. His action cannot be praised sufficiently. He had instructions to take us to the hotel and to the airport.
My wife and I refused, on the basis that we had no shoes, passports, items left on the ship or any documentation including wallet, credit cards, money etc. Adolfo arranged for us to buy some shoes when we left the hospital before we went back to the ship.
9. We were met by an officer (one gold stripe) who introduced himself with “Mr + Mrs Martindale, I believe you wish to register a complaint!” Matters then became worse? No one had any knowledge of my wallet or passport (which had been found in the morning), in addition items we had been told “had to return to Miami as they formed part of our claim” and additional miscellaneous plastic bags that were piled in front of us in the departure hall. This pile of damaged luggage, plastic bags etc. formed a nightmare scenario that beggars belief.
10. After much argument and confusion we finally got aboard the ship to recover my wallet and passport. Even though I had requested a letter from the ship to explain and support the issue of my wife’s identity card, passport and driving license – a legal requirement in Germany. No action had been taken to prepare any form of documentation.
It took a further 45 minutes and at 22:00 hours that night after 7 hours in the Barcelona hospital we managed to “escape” to the hotel.
11.Adolfo (representative) picked up my wife the next morning and was with her for more than 6 hours at the German consulate to get a new identification document. This was very important for her as she was and is still suffering lots of nausea, headaches, vertigo and shock.
12. Finally Adolfo arranged for our tickets to fly back to Palma de Mallorca (14 Oct. 2009 – 18:05 hrs) and made sure we got on the plane without any further disasters.
13. Since that time (14 Oct. – 17:00 hrs) despite continuous assurances that Royal Caribbean would contact us, we have only been contacted by the shore representative Adolfo (Intercruises) in Barcelona on three occasions since our return.
14. In view of this total dereliction of duty and care by Royal Caribbean, and the totally disgraceful conduct of the officers and senior employees of your company we have no choice but put all future actions in the hands of our lawyers.
Dietlinde + Howard Martindale
19 October 2009
Note:
It should not be beyond common sense and normal humanity to realize the ship had a number of shops selling all the items we had requested to at
least give 6 people a sembelance of dignity and the ability to be at least clean and respectable. This was not done or even considered.
The company should be totally ashamed of their conduct and their totally obscene reaction to our problems.