Norovirus & the PR Headaches
Celebrity Mercury Sailing Sick For Months
By Mike Groves
As the on-going saga surrounding the numerous incidents of ‘suspected’ Norovirus on cruise ships, more recently with the Celebrity Mercury and a cruise ship that has had more incidences than most in recent times, one often wonders if it is the suspected Norovirus? I say suspected because I often wonder if cruise lines are too eager to blame such incidences of vomiting and diarrhea on Norovirus as a quick and easy get out clause when in fact I often find myself asking the question - is something else going on?
During their recent cruise from Charleston, North Carolina to the eastern Caribbean in February 2010, the ship was struck with an outbreak of Norovirus, almost 500 people or more than 22%, were hit by the gastrointestinal illness on board. The ship was at this time carrying just over 1,800. Celebrity Cruises even had to go so far as bringing on an additional doctor and two nurses to assist with the outbreak, joining the vessel midway through her cruise. Initially the ship was required to remain in Charleston overnight for an unscheduled deep cleaning in close coordination with the U.S. Centers for Disease Control and Prevention (CDC).
Celebrity President and CEO Daniel Hanrahan apologized to customers for the delay but has the cruise line really gone far enough? CEO Hanrahan will be all to well aware I am sure, that this is just one of a number of incidents concerning this particular vessel and really I have to ask the question ‘is she is ‘fit for purpose?’ Recently one law firm in the United Kingdom went so far as to question another cruise operator, asking whether their cruise ship the MS Boudicca should be withdrawn from service!
The Celebrity Mercury was plagued by illness from start to finish during their 11-night cruise. Although it is reported that these incidents are diminishing; outbreaks of gastrointestinal illness on cruise ships sailing from U.S. ports is at its lowest level in nearly a decade the fact remains that passengers are always coming off worse, both in terms of their health and financially because more often than not the cruise lines will refuse to pay them a jot in compensation – often hiding behind the SOP [Standard Operating Procedure] of ‘it was not our fault!’
The CDC recorded just 13 outbreaks of gastrointestinal illness/norovirus on cruise ships operating out of U.S. ports in 2009, this figure is down from the 15 cases reported in 2008, 21 in 2007 and 34 in 2006
‘Norovirus’ & the PR headaches that follow
Celebrity Mercury sailing sick for months
By Mike Groves QGM
Cruise Bruise Security And Safety Advisor
March 29, 2010
Norovirus (formerly Norwalk agent) is an RNA virus (taxonomic family Calicivirdae) that causes approximately 90% of epidemic non-bacterial outbreaks of gastroenteritis around the world.
But Celebrity Mercury is not alone, and which I will return to later. It is now reported that hundreds of British holidaymakers are set to launch a ‘class action’ against Thomson Holidays and Fred Olsen Cruise Lines after several outbreaks of gastric illness on the cruise ships, including the MS Balmoral, MS Boudicca and Island Escape.
More recently I wrote about the goings on on board both the Balmoral and Boudicca, respectively.
A class action may be a regular occurrence within the United States however it is pretty rare in the United Kingdom, so clearly these guests are feeling pretty raw about their experiences in some more than others I would imagine. I am still in regular contact with one lovely lady called Frances who is herself still recovering from the after effects of the virus, and she is not alone. I have said before, let us make no bones about it – this thing will kill you as would a number of other gastric illnesses, including poor ‘onboard’ hygiene and food poisoning, something I personally feel is the cause for a number of Norovirus smoke screens but that is just me?
The law firm, Irwin Mitchell is reported to be representing more than 130 UK nationals who fell ill with suspected virus between 18th December and 6th February on board the Island Escape which is owned and operated by Thomson. They are also representing 85 of the 86 people who fell ill on board Fred Olsen's Boudicca and I would imagine the 250 passengers who went down with the alleged Norovirus onboard Fred Olsens other ship, MS Balmoral are probably queing outside the firms offices as we speak. That particular outbreak brought the number of Balmoral victims to 541 in just under 12 months!
In one recent article it is reported that Irwin Mitchell has since called for an investigation into hygiene standards on Thompsons cruise ship, the Island Escape, which offers itineraries in the Mediterranean and Canary Islands, ‘after a number of passengers reported dirty conditions, broken lavatories and leaking roofs.’ However they have not stopped there, with the law firm now going so far as to question Fred Olsen Cruise Lines about their own ships and whether the MS Boudicca should be withdrawn from service due to continuing outbreaks of gastric illness. The ship has had five outbreaks of the ‘alleged’ norovirus since October 2009.
One travel law specialist at Irwin Mitchell, Mark Watts said: “We had complaints about the Island Escape cruise liner in 2008 and there were reports of illness in 2009, so to see large numbers of people coming to us again this year is very disturbing.”
Thomson has stringently denied claims of poor hygiene standards on board Island Escape. “Outbreaks of [norovirus] are common, particularly within contained environments such as hospitals, nursing homes and schools,” it said in a statement. “We therefore refute inferences that an outbreak on a cruise ship is due to poor hygiene standards.” Are they convincing you yet?
“At Island Cruises, the health and safety of our customers is our primary focus and we are genuinely concerned to hear of any illnesses reported on our ship Island Escape. We closely monitor all the ships in our fleet to ensure that the strictest health, safety, hygiene and comfort levels our customers expect are maintained.” Okay we get the message, it’s nothing to do with you…
It just appears that Thomson are having some bad luck at the moment then because last month, a newspaper called the Telegraph Travel reported that more of Thomson's guests were now were suing them after falling ill at the 4-star Los Gigantes Hotel in Tenerife.
In 2009, even more holidaymakers took legal action against Thompson after an outbreak yet another ‘alleged’ outbreak of norovirus, this time on board their ship the Thomson Spirit. One guest, Miss Nettleship criticized the standards of health and hygiene on the ship and then there was another startling quote from a lady from Hampshire who claimed there were broken lavatories, foul odors and flooded cabins. “After two days at sea, sanitary conditions deteriorated rapidly,” she said. “There were dirty sheets, wet carpets and leaking ceilings.” Is it me or is there a pattern forming here?
