1) An extremely tragic unexpected family death Nov. 28, so my daughter, very distressed, phoned shore to ship 3 times that evening from the scene to speak with us - left 3 messages with telephonist but none were passed on to us. Our phone light flashed & said 3 missed calls - when we rang Guest Services told just kids, although I insisted time frame between calls far too long for kids, also no-one on board knew our cabin number so asked her to recheck if any shore to ship calls. No, just kids.

Daughter phoned again next morning finally reaching us. Very upset I went immediately to G/Services, officer called girl who took the calls who immediately said "Yes, D........ phoned several times last night". Surely if same person phones 3 times, leaves her name & message each time with operator then a "red flag" would be raised & steps taken to ensure passengers advised. Even a "please contact G/Services urgently" on our phone would have sufficed. Officer then told me no error had been made by staff. I disagreed - even if error by ommission.

Later that day I spoke to the Captain & another senior officer who were very respectful & stated they would fully investigate. This they did & I was told they accepted full responsibility, apologised, also said steps had been taken to ensure staff in future did their job properly & same mistake did not occur again. Read more