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Ship-to-Shore Communication For our guest's convenience, the ship's telecommunications network offers direct dialing via satellite from the stateroom telephone. This is available 24 hours a day regardless of the ship's location. This service is closed on the final day of the cruise at 4:00am.

The rate is $1.99 per minute, and charges are billed to the guest's on board Sail and Sign Card. Since all communication is via satellite, the charges apply to all calls including calling cards, credit cards, 800 toll-free numbers and collect calls.

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We do not offer a direct dialing service to our ships.

The following number is to be used as an emergency contact number for family members not traveling with our guests. In the event of a true emergency, family may contact our call center at 1-800-227-6482 on Mon - Sun, 7:00am - 12am EST.

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'I just felt so helpless': Carnival Sunrise cruise ship faces flooding

A Carnival Cruise Line ship faced flooding on its way back to Miami over the weekend.

Carnival Sunrise was returning from a five-day Caribbean cruise at the time. Passenger Rachel Cox woke up to pounding on her cabin door around 2 a.m. on Saturday.

As she and her family got out of bed, they stepped into what she estimated was 2 to 4 inches of water. “We opened the door and people are yelling and screaming ‘Hey, we're taking on water. We're flooding,’ ” she told USA TODAY.

Cox, 38, was staying in an inside cabin on Deck 10 with her partner and son, and her mother and daughter stayed in the adjacent room.

After a man wearing what looked like a security uniform told them to go to their muster station, they gathered their belongings and scrambled down the stairs – in part because water was pooling around the elevator bank.

“We're literally running down the stairwells, and as we are, (on) every single floor water's just coming out of the ceilings, it’s coming up through the floor, we see water on the sides of the walls,” said the Arkansas-based nonprofit executive director.

The captain came to speak with Cox and other guests holed up in the ship’s Liquid Lounge. He informed them that the vessel had taken on water and that bad weather had changed their route, though Cox said the captain did not get specific. Cox and her family did not hear any other official updates from the line, but the crew distributed bottled water and a small number of blankets to passengers.

They stayed there until they got off the ship shortly after 8 a.m. Saturday (though Cox and her partner did go back upstairs briefly to retrieve their life jackets).

Story continues below.

“Carnival Sunrise encountered heavy rain while the ship was returning to Miami overnight Friday into Saturday,” Carnival spokesperson Matt Lupoli said in an emailed statement. “Some staterooms were taken out of service for Saturday's departure as our team completed clean up and replaced carpet. Those guests who were not able to sail were provided full refunds, a future cruise credit and received overnight accommodations if they needed them.”

Cox said the cruise line did not initially offer her a refund or other compensation, despite her belongings getting wet, including large suitcases the crew had stored ahead of disembarkation. She contacted Carnival when she got home and said she didn’t hear back until Wednesday morning, when a guest services representative asked to set up a call.

A couple of hours later, the cruise line also sent her a note signed by Carnival Cruise Line President Christine Duffy, offering a 25% future cruise credit and inviting guests to submit documentation for review of damage to personal belongings.

“On behalf of the entire Carnival family, I am writing to express our sincerest apologies for the inconvenience you experienced as a result of the water intrusion incident that occurred the final night of the voyage,” Duffy said in the email, which Cox shared with USA TODAY. “We understand that being moved from your stateroom during those late hours must have been frustrating, and we deeply regret the disruption to your plans and comfort.”

Lupoli said in a separate statement that passengers "affected by the flooding incident on Carnival Sunrise were directed to the main lounge, not their muster stations, where our team worked to make them as comfortable as possible."

"The captain apologized for what occurred on board, a burst pipe due to a large amount of rainwater, and our Guest Care team has followed up as well, sending a letter and issuing a credit for those inconvenienced," he said. "We appreciate their understanding and support."

What is the best time to take a cruise?: We broke it down by region

Cox, who has been on over a dozen Carnival cruises, said the experience soured her on taking another – at least for now. “I had several pleasant experiences before this one, but at this moment in time, I can't imagine ever getting on another ship because I just felt so helpless.”

The news comes after Royal Caribbean International’s Serenade of the Seas, which is now operating the nine-month Ultimate World Cruise, also experienced flooding after rough weather off the coast of South America in January.

Nathan Diller is a consumer travel reporter for USA TODAY based in Nashville. You can reach him at [email protected].

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Key takeaways

• While Baby Boomers once formed the core consumer base for the cruise industry, an increasing number of younger travelers and first-time passengers are now coming on board.
• Cruise operators are investing in new hardware, including mega-ships and private destinations, to acquire new customers.
• Against a tighter consumer spending backdrop, cruise voyages — which often work out cheaper than land-based vacations — are growing in popularity.
• Looking ahead, J.P. Morgan Research estimates the cruise industry will capture ~3.8% of the $1.9T global vacation market by 2028.

The cruise industry has markedly picked up speed after taking a major hit during the COVID-19 pandemic. According to the Cruise Lines International Association (CLIA), about 35.7 million passengers are expected to set sail in 2024, 6% more than in 2019. Indeed, major cruise lines have enjoyed a successful 2024 wave season — the period from January to March, when operators offer their best deals.

“An important point underscoring our more constructive view of the cruise industry post-pandemic is market share gains from the larger $1.9T global vacation market and accelerated new-to-cruise customer acquisition,” said Matt Boss, Head of Leisure and Retailing (Department Stores & Specialty Softlines) at J.P. Morgan. “Demand remains robust, with not a single historical lead indicator in the business, notably booking curve and on-board spend, signaling any softening.”

Ahead of the summer travel season, what is the outlook for the cruise industry, and what’s driving its rebound? 

The number of cruise passengers is growing 

The annual number of cruise passengers from 2023 to 2027 is expected to exceed pre-COVID levels. 

Positive demographic shifts

In the past, Baby Boomers formed the core consumer base for the cruise industry. Today however, an increasing number of younger travelers are coming on board. According to the CLIA, 73% of Millennials and Gen X travelers say they would consider a cruise vacation. And during its first-quarter earnings call, Royal Caribbean International noted that half of its cruise customers are Millennials or younger.

This is in part due to rising affluence. “Importantly, the spending capacity of the Millennial customer has grown ~49% since 2019, with the average net worth today for an individual aged 40 or under now standing at ~$259K,” Boss observed. 

Cruises are also attracting more first-time passengers. During its first-quarter earnings call, Carnival Cruise Line noted there was a healthy mix of “new-to-cruise” in its 2025 bookings to date, with the customer group increasing by over 30% versus a year ago. 

Elevated product and destination offerings

Cruise operators are overhauling their offerings in order to appeal to consumers. “Key operators are investing in new hardware, notably mega-ships and private destinations. This is driving more eyeballs to the industry, accelerating new-to-cruise acquisition,” Boss said.

In April 2024, Norwegian Cruise Line placed the largest ship order in its history to meet rising demand for cruise travel. The company will receive eight new vessels between 2026 and 2036.

Investments in land-based offerings are burgeoning, too. For instance, Royal Caribbean’s private island in the Bahamas, Perfect Day at CocoCay, is expected to draw over 3 million visitors in 2024. In the same vein, Carnival Cruise Line is developing a private beach destination, Celebration Key, on Grand Bahama. Opening in 2025, it will feature five areas, each with its own distinct amenities. “Investments in such attractions provide the cruise industry with the improved ability to give customers an experience that is better able to compete with land-based alternatives,” Boss added. 

“Key operators are investing in new hardware, notably mega-ships and private destinations. This is driving more eyeballs to the industry, accelerating new-to-cruise acquisition.”

Head of Leisure and Retailing (Department Stores & Specialty Softlines), J.P. Morgan

Consumers favor cruises over land-based activities

According to J.P. Morgan Research’s recent Cost of Living survey conducted in April, only 29% of respondents still have excess savings, and 45% expect to spend less in discretionary categories over the next 12 months. This illustrates an increasingly cautious spending environment even in the face of moderating inflation.

This puts cruise voyages, which often work out cheaper than land-based vacations, in good stead. “We see the consumer increasingly focused on value within discretionary categories, with the value spread between cruises and land-based alternatives standing at 25–30% today versus 10–15% pre-pandemic,” Boss noted. “Cruise lines have focused on improved experiences with no step down in quality or service despite inflation, further amplifying their value.”

Despite the tighter consumer spending environment however, both ticket and onboard prices have increased in recent months. Royal Caribbean International cited that in addition to record ticket pricing, consumer spending onboard and pre-cruise purchases continue to exceed prior years. In the same vein, Carnival Cruise Line’s onboard revenue in the first quarter of 2024 was +17.6% versus the first quarter of 2019. 

Overall, the demand backdrop remains robust for the cruise industry. “We estimate that 85%+ of tickets have been booked for 2024, and the focus is turning to 2025, with bookings to date already ahead of historical levels,” Boss said. “Looking ahead, we see the industry growing revenues by high-single digits over the next five years, capturing ~3.8% of the global vacation market by 2028.” 

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'ShipRocked' Cruise Hits Pier In Jamaica During High Winds

According to Cruise Hive and posts in the Cruise Critic community, a number of guests on the ShipRocked rock cruise were temporarily left behind after the Carnival Magic ship impacted and significantly damaged the pier while docking in Ocho Rios, Jamaica earlier today (Tuesday, February 6).

Carnival Magic was not originally intended to visit Ocho Rios today, but ended up in port a day earlier than initially planned due to weather-related itinerary changes.

The incident reportedly occurred when strong winds drove the vessel into the dock, causing extensive damage to the concrete structure.

Because some guests were onshore enjoying Ocho Rios at the time, it was necessary for the ship to temporarily leave them behind and move away from the damaged dock.

The ship's master, Captain La Farina , alerted the guests to the situation, as crew members were called to muster stations to respond to the emergency.

"Earlier, due to strong winds, the ship made contact with the pier, impacting a small area of the vessel," the notification read. "These wind conditions are making it unsafe for us to remain docked. So, for safety reasons, it was necessary for us to sail out to sea.

"We are now in contact with our local partners and our Fleet Operations Center and are working through plans to get our guests who are ashore back on board as soon as possible," La Farina said.

Around 4:30 p.m. PST, Rock Ambassadors Media shared an update on social media indicating that "passengers have begun to board the ship at the new dock location. Passengers expected to wait hours to board as bands begin to play on the ship."

Carnival has since released the following statement to Cruise Hive : "Carnival Magic was involved in an incident while in Ocho Rios, Jamaica on Tuesday morning, Feb. 6 when strong winds and swells caused the pier fender to collapse under pressure, and the ship made contact with the pier. The ship was alongside at 8:10 a.m. and the incident occurred at 11:00 a.m. There were no injuries, and all the ship’s services remained operational.

"The ship left the area for the safety of everyone on board and later docked at another nearby pier so that guests who went ashore Tuesday morning could rejoin the ship," the statement continued. "The guests who were ashore at the time were taken care of by the Carnival team and shore excursion partners. Given the weather conditions in the region, Carnival Magic will remain in Ocho Rios on Tuesday night. Its visit to Grand Cayman is cancelled for Wednesday."

Carnival Magic is due back in Miami on Saturday morning.

The sold-out ShipRocked cruise is a popular sailing organized by Ask4 Entertainment . The 2024 edition features headlining performances by I PREVAIL , KILLSWITCH ENGAGE , BEARTOOTH , HIGHLY SUSPECT and BADFLOWER .

Damage on ShipRocked cruise ship after Carnival Magic slammed into Jamaica pier. pic.twitter.com/L4XVJvaGgz — Heavy Consequence (@heavyconsequenc) February 7, 2024

Not a so great day SHIPROCKED, weather troubles led to damage to the boat and us stuck on land from 11 am until just after 7. Legs are so tired from standing waiting but lets hope the rest of the trip is epic. Posted by Hetti Huls on  Tuesday, February 6, 2024

ShipRocked Cruise update Posted by Nancy Oberinger on Tuesday, February 6, 2024

They’re back to pick everyone up. pic.twitter.com/cGd2EF6iPk — Ryan Proly (@ryanproly) February 6, 2024

SHIPROCKED Update: Passengers have begun to board the ship at the new dock location. Passengers expected to wait hours... Posted by Rock Ambassadors Media on  Tuesday, February 6, 2024

SHIPROCKED Update: Passengers have received no water, food, or shelter to get out of the rain. Water and food were... Posted by Rock Ambassadors Media on  Tuesday, February 6, 2024

To ShipRocked Cruise friends- Hang Tough- you’re in Jamaica. Watch your emails & ShipRocked Family Forum group for updates! #ShipRocked They had just a tiny scrape and extra time on shore today! Posted by Kelly Codner on  Tuesday, February 6, 2024

OMG. Checkout shiprocked on Carnival MAGIC Cruise LOVERS right now. They ran into and destroyed part of the dock due the high winds. Cruising With Carnival. 📸 by Erick Matty. Posted by Carnival Cruise Line Miami Blog on  Tuesday, February 6, 2024

SHIPROCKED cruise ship hits dock in Ocho Rios, Jamica creating a possible hole in the boat leaving passengers behind as they make repairs! @Triple D Photography reporting Posted by Rock Ambassadors Media on  Tuesday, February 6, 2024

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