Fathom Earns Kudos For Customer Service After First Cruise Canceled

Photo courtesy of Fathom

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 company has learned additional testing will be required and as a result must cancel the soft-launch sailing."

The new Carnival Corporation cruise line is currently assisting affected passengers with airfare and hotel accommodations.

Passengers headed to the cruise terminal Sunday excited and expecting a smooth sailing.

The beautiful @fathomtravel Adonia from the checkin in lounge #TravelDeep pic.twitter.com/LhTgNW6WW3

— claudiabia (@claudiabia) April 10, 2016

Passengers were told in the terminal that the ship was delayed due to last-minute complications with the U.S. Coast Guard. The delay was originally thought to be a matter of hours, but turned into an overnight delay.

Fathom updated passengers Monday morning, hoping to still get underway.

This is what @fathomtravel slid under our hotel door. Yesterday's delay was deemed "minor" in nature. Not so IMHO. pic.twitter.com/8EyUQp70v6

— Eric Camacho (@ecfix) April 11, 2016

Cruise line officials were still optimistic of departing the port by late morning.

Here is the 11:00 AM update from @fathomtravel: pic.twitter.com/pBmZOmmpde

— Eric Camacho (@ecfix) April 11, 2016

And then, the unfortunate news was announced at approximately 2:15 p.m. EST.

USCG deemed Adonia unready for travel. Corrections needed can't be completed in time. Full refunds to be issued for cruise & transportation.

— Eric Camacho (@ecfix) April 11, 2016

All reports from travelers thus far are that though they are personally disappointed, Fathom has been timely in giving updates and very accommodating to try to make good for passengers, including covering hotel and meal costs as cruisers made plans to head home.

I'm so bummed about the #FathomTravel cancelation this week. But the staff has been amazing and so accommodating.

— Sarah Nelson Wandrey (@WanderinWandrey) April 11, 2016

In the new statement, the line continues, "we very much regret the inconvenience and disappointment this has caused our guests. All guests are being provided full reimbursement of expenses and credits toward future cruises. This week’s sailing was designed as a soft launch sailing run to help finalize preparation in advance of the official inaugural Fathom sailing on April 17." The sailing will depart as scheduled. TravelPulse managing editor Barry Kaufman is scheduled to sail on the April 17 cruise.

The cancellation only alters the current Dominican Republic sailing and is not expected to cause delays for the line’s future cruises to the Dominican Republic, nor those to Cuba scheduled to begin on May 1, 2016.

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