Fathom Earns Kudos For Customer Service After First Cruise Canceled
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UPDATED: Fathom has provided additional details with a new statement.
After U.S. Coast Guard officials forced a cancellation of their first-ever cruise, Carnival Corporation’s new volunteerism-focused cruise line is earning praise for how they handled the news.
Fathom was scheduled to leave on the new cruise line’s very first cruise yesterday on April 10 from Miami but was delayed until today due to delays in U.S. Coast Guard testing. Potential passengers reconvened in the terminal Monday in hopes of boarding, but the entire sailing to the Dominican Republic was canceled Monday afternoon. Fathom says the April 10 cruise was intended as a “soft-launch sailing,” but instead, plans to make the maiden voyage April 17.
A Fathom spokesperson was recorded by TV host/actor Lizza Monet Morales as reading the following statement: “Dear traveler, As you know our delay was due to the Adonia running through rigorous operational tests with the U.S. Coast Guard, and it took longer than we expected. Unfortunately, we have now learned that additional testing will be required, and as a result, we regrettably must cancel our sailing…We know this is very disappointing to all of you as it is terribly disappointing to us.”
In a new statement provided to TravelPulse late Monday afternoon, the line further explains how the cancellation came to be.
“The ship arrived in Miami directly from dry dock and re-fit offshore and underwent rigorous operational tests with the U.S. Coast Guard that took longer than expected,” a Fathom official said. “Unfortunately, the compa
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