Leicestershire family's dream cruise was 'holiday from hell'
A family are among more than 70 angry British holidaymakers seeking to take legal action against a tour operator after their festive cruise turned into a Christmas nightmare.
Lisa and Kelvyn Price, from Groby, and their children Jessica, 15, and Christian, 11, said they endured a fortnight of broken toilets and leaking ceilings, while fellow passengers were struck down by diarrhoea, fever and the contagious vomiting bug, norovirus.
Mrs Price, 42, suffered from bites to her left eyelid that had to be injected with antihistamines and a sore throat that also affected her teenage daughter.
All four were forced to spend days cooped up on the Thomson-run cruise ship Island Escape when a series of ports refused to let the vessel dock.
Legal firm Irwin Mitchell is now calling for an "urgent" investigation into hygiene standards on board the Island Escape and for all cruise line and tour operators to ensure ships are kept clean and safe.
It said this is the third year running it has received complaints of illness contracted by passengers in relation to the 772-cabin ship, describing it as "very disturbing".
Thomson has responded by saying outbreaks of norovirus are "common" within "contained environments" and "not indicative of a failing in hygiene standards".
Mrs Price said things started to go wrong on the third day of the £3,500 cruise when the ship was refused entry to Madeira and again the next day at Cadiz.
Both times, guests were told the ports were closed and were forced to stay on board where broken toilets meant a foul smell filled the air.
Mrs Price said: "For three full days we were at sea, it was difficult to find a toilet that was working.
"There were awful smells coming through the air-conditioning. If you went into a public toilet they were filled up with stuff that had not been flushed.
"There was water coming in through the ceilings everywhere. I've never experienced a holiday like it in my life."
A spokeswoman for Thomson said the firm was "genuinely concerned" by reports of illness.
She added that all its ships were closely monitored to ensure strict health, safety, hygiene and comfort levels are maintained.
She said: "The symptoms experienced by customers onboard Island Escape are indicative of norovirus, an illness that affects between 600,000 and one million people in the UK every year. Outbreaks of the illness are common, particularly within contained environments such as hospitals, nursing homes and schools and an outbreak on a cruise ship is, therefore, not indicative of a failing in hygiene standards.
"The vast majority of guests who sailed onboard Island Escape rated the ship very highly in customer satisfaction surveys."
6 Comments
by marc, manchester.
Wednesday, March 03 2010, 2:29PM
“well carly & kulgan i was on that same cruise with my partner and let me tell you we have done a lot of cruises and that was a floating disgrace, and those pictures are correct, and the reason its 2 months it take thompsoms up two 28 days to respond, please do your homework.”
by Yvonne, Kent
Wednesday, March 03 2010, 1:13PM
“Carly,
I was also on this trip and I can confirm that these pictures were from the Island Escape, I too have pictures if you require clarification!
We wrote to Thomsons and the MD of Thomson Cruises when we got home and have not long recived a letter from them offering a pitiful amount of compensation. This does not take into account the misery and loss of enjoyment the whole party suffered during this special time of the year. Two of our party contracted Norovirus during the cruise which resulted in over 50 hours confined to our tiny cabin.
A number of people left the ship during the cruise and travelled home under their own steam rather than being subjected to another night of this terrible experience.
To comment you must have been there to experience it!”
by Pamela, Hull
Wednesday, March 03 2010, 10:51AM
“Carly
I was on this cruise and
I can assure you the photos are from the Island Escape and I have more if you are interested.
The reason this has taken so long to be published is that Thomson have been dragging their heels.
I have travelled on this ship in the past and the deterioration is unbelievable.
The toilets were blocked for most of the cruise and people were paddling around in effluent that was spilling over in the public toilets due to the blockages and the rough seas.
This could not have been prevented by washing of hands.
The toilets should have been closed until they were cleared and thoroughly deep cleaned.
If you were not on this particular cruise how can you comment??”
by carly, leicester
Tuesday, March 02 2010, 3:03PM
“i have cruised on this ship before and i can tell you all that the pictures featured of the toliets are not from this ship..if people washed their hands after using toilets etc then virus's wouldnt be passed around..i know full well there is hand sanitising gel in all public areas and is FREELY available!! and why has it taken you 2 months for this to be brought to light??”
by John, Glenfield
Tuesday, March 02 2010, 1:00PM
“This is quite simple. Open a small claims case and Thomson will pay your money back.
However what you're after is SIGNIFICANTLY more money than that so that option isn't open to you.
As such Thomson will drag this out for as long as they want - can't say I blame them really.
Do you want your money back and get on with your life or do you want vengeance? Sounds rather like the latter, so enjoy your trip through the legal system.”
by Kulgan, Crydee
Tuesday, March 02 2010, 10:32AM
“Legal firm Irwin Mitchell is now calling for an "urgent" investigation. Wasn't this cruise at Christmas? 2 months ago.”