Lockport Union-Sun & Journal — If Carnival had left it at that, then everything would have been fine. There probably would have been lawsuits filed by passengers, but the feeling of malice that exists between the passengers and the company would have been greatly diminished if the company had just kept its mouth shut.
In this day and age of smartphones with cameras, it is really hard for companies to deny the inconveniences they cause customers when things go wrong. That is why it is always best for the company to admit that there was a problem, offer its solution and then shut up.
Some of the passengers were able to call family members using various means, and that is when reports of rooms flooded with raw sewage and horrible conditions on the ship started to surface. While you really had to feel for the people on the ship, these kinds of conditions are unfortunate, but inevitable, side-effects of the power and septic losses. If the company had just let these reports go, then the public would have just accepted the problems as part of the crisis.
At the peak of the reports from people actually on the cruise ship, the president of Carnival held a press conference where he tried to refute the claims made by the passengers. In other words, he called out his passengers in public. He insisted that only a small portion of the toilets were not operating and that the conditions aboard the ship were greatly exaggerated. Under no circumstances is it acceptable to suggest your suffering passengers are a bunch of liars.
When the boat finally docked, things got worse for Carnival. There are now reports that food riots took place on the ship and many of the crew members were more interested in fending for themselves than helping some of the sick and injured passengers. One couple was promised that they would get off the ship first because the husband had a heart issue and, when it came time for an orderly departure, the crew was nowhere to be found.