Silversea apologises for 'Panama Canal cruise in the dark'

**Ally** · 03-28-2008, 12:55 PM

Quote:

Luxury cruise line Silversea has apologised to passengers after it took them on a Panama Canal tour in total darkness.

Silversea, the luxury cruise line, has apologised for taking passengers through the Panama Canal in total darkness on a voyage that was billed as "The Panama Canal Experience".

However, the company has refused to increase its offer of a 20 per cent discount on a future trip to a Telegraph Travel reader who was on the cruise, and blames the night-time sailing on circumstances beyond its control.

Two weeks ago, we published an email from Mr R Mew, who said: "My wife and I have just spent more than £16,000 and 15 days of our lives on a cruise to fulfil a lifetime ambition to see the engineering marvel that is the Panama Canal. The Silversea cruise was headlined as the 'Panama Canal Experience', but the ship went through the canal in total darkness."

A spokeswoman for Silversea said that the company was at the mercy of Panamanian authorities. On the day in question, it was not possible to sail through at 3pm, as planned, because the ship was being held in Guatam Lake while a backlog of larger vessels was escorted through.

"We wish to reiterate our apology to Mr and Mrs Mew for the unfortunate circumstances that caused the transit of the Panama Canal to be taken at night," the spokeswoman said. "Despite the best efforts of the captain and crew, who contacted the authorities every half hour to find out when a pilot would be available to escort the vessel through, unfortunately one did not come aboard until 5pm, by which time it was beginning to get dark."

She said that there had been no similar occurrence previously or since, but she conceded that this would be of little comfort to Mr and Mrs Mew.

The couple are unhappy with the level of compensation offered. "When taken to task about this, Silversea offered a derisory 20 per cent discount on a future cruise," Mr Mew said.

The cruise line has declined to increase its offer, which it said was a goodwill gesture to loyal customers. "Guests were still treated to the planned complimentary excursion at Guatam in the day and the rest of the voyage continued according to the schedule," the spokeswoman said.

"The unique offer of a 20 per cent discount on a future cruise was offered as a gesture of goodwill to Mr and Mrs Mew as they have been loyal repeat guests of Silversea."

Silversea says sorry for Panama Canal tour - Telegraph