The swine flu outbreak in Mexico caused dozens of cruise ships to forgo trips to sunny resorts like Puerto Vallarta and Cabo San Lucas, and to instead weigh anchor at considerably less exotic destinations such as Santa Catalina Island and San Diego.
In most cases, fast-thinking cruise ship operators came up with ways to keep passengers from mutinying, including coupons for onboard amenities and credits for future trips.
But the flu bug sent about 3,000 passengers of one cruise ship, the Carnival Splendor, on a one-way voyage to the land of lousy customer service.
"They just didn't care about us," said Encino resident Devorah Torres, 58, a passenger on the vessel. "As far as Carnival was concerned, we were nothing but cattle to them."
For any service company interested in a lesson in how not to treat customers, look no further than the ill-fated voyage of the Splendor.
The ship departed from Long Beach on Sunday, April 26, one day before the Centers for Disease Control issued a travel advisory recommending that people "avoid all nonessential travel to Mexico."
Torres and her husband, Marty Hoffman, 58, spent more than $2,000 for almost a week of sun and fun along the Mexican Riviera.
"We've done this trip before," Torres said. "It's great. It's the kind of trip where you just throw on your shorts and go."
The cruise went well at first. It was chilly as the ship headed south, but the weather gradually warmed. Passengers were excited about reaching Puerto Vallarta.
They never got there. On Tuesday, April 28, the Splendor anchored unexpectedly off Cabo San Lucas. Passengers were informed that because of the flu outbreak, all Mexican stops were being canceled. The ship would instead turn around and head to San Francisco, where the weather was cold and rainy.
The Splendor's captain, Claudio Cupisti, issued a statement saying the ship would make a "courtesy call" back at Long Beach en route to San Francisco for those who wanted to disembark early.
"It is important you know that there will be no refund for unused portions of your cruise," he said.
The captain also said that Carnival's "Vacation Guarantee" wouldn't apply.
That's a big deal. Carnival boasts on its website of being the only cruise line to essentially offer a money-back guarantee if you're unhappy with your holiday.
