Unexpected Mid-Trip Crisis: Cruise Passengers Unhappy on Antarctic Expedition

Discontent aboard the SH Diana boiled over when a faction of passengers started a hunger strike in protest of an engine malfunction that scuttled their Antarctic itinerary.

At a Glance

  • Engine malfunction prevents SH Diana from reaching Antarctica.
  • Disgruntled passengers stage hunger strike demanding full refunds.
  • Swan Hellenic offers 50% refund or future cruise credit as compensation.
  • Passengers voice dissatisfaction with the cruise line’s handling of the situation.
  • Cost of the disrupted voyage ranged from $8,900 to $12,700.

Engine Malfunction Alters Itinerary

A faulty electric motor led the SH Diana to abandon its scheduled Antarctic stops – and passengers were so angry that they went on a hunger strike.

The vessel, which set sail from Cape Town, South Africa, with a destination of Ushuaia, Argentina, now travels at a reduced speed of 6 knots. Planned journeys to the Antarctic Peninsula became impossible, provoking discontent among the 170 onboard. The technical issue forced a change in itinerary, which many passengers labeled as disappointing, particularly those making this journey for a once-in-a-lifetime exploration of Antarctica.

In response to the engine failure, passengers received an offer of a 50% refund or a 65% future cruise credit. However, dissatisfaction simmered among travelers, leading to a hunger strike initiated by three Russian passengers, though only one persisted with the protest by week’s end. The voyage, which some passengers booked for costs between £7,000 and £10,000, had originally included a four-day stay in Antarctica—a major selling point for the cruise.

Passenger Reactions and Protest

The compensation offer failed to placate numerous passengers, sparking further unrest. Many expressed their anger with the handling of the situation and the perceived inadequacy of the offered recompense. Aboard the boutique five-star ship, which was completed just last year, tension grew as passengers accused Swan Hellenic of poor crisis management.

Some passengers described the situation as reaching a boiling point, while others accepted the compensation and rebooked their journeys. A source onboard noted that the company’s offer needed to be more generous to quell the upset passengers. The SH Diana’s failure to reach Antarctic waters prompted CEO Andrea Zito of Swan Hellenic to express regret over the situation and mention efforts to resolve outstanding issues.

Swan Hellenic’s Response and Resolution Efforts

Swan Hellenic’s CEO, Andrea Zito, communicated the company’s efforts to mend relationships with passengers after the unforeseen hitch. Although the company believes the refund and credit offer exceeds legal obligations, Zito characterized the hunger strikes as “counterproductive.” Passengers continue to express a collective demand for full refunds.

“Swan Hellenic would like to reiterate that we deeply regret that we had to change the itinerary due to the technical problems with the propeller drive, and we understand the disappointment of our guests who were looking forward to a taste of Antarctic experience,” Swan Hellenic CEO Andrea Zito said.

While the company states that initial unrest has largely calmed down, ongoing efforts focus on exceeding guest expectations in future cruises. Meanwhile, the SH Diana continues its journey toward Ushuaia for necessary repairs, leaving passengers and the cruise line reflecting on steps to improve and avoid similar situations in future voyages.

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