A cruise firm has addressed claims of a “shambolic” trip to Dundee – including allegations a passenger had a drink thrown over her by the company’s boss.
Ambassador Cruise Lines has apologised for “teething challenges” after several people on board the Ambition liner complained about problems while sailing to the city from Newcastle last week.
The 700ft ship was making its maiden voyage on Friday into Saturday, before picking up passengers and heading to Spain and France.
Many of those on board said they had enjoyed a “great” journey.
But Amanda Henderson, 57, was among those left unhappy at the service on board.
The accountant, who was staying on Ambition for one night with friends at a cost of £220, told The Courier: “A whole raft of things went wrong.
“My cabin was far too hot and claustrophobic, the staff were not well-trained, and the food was not good – I didn’t eat much at all.”
She claims the checkout process was a “nightmare” with guests forced to queue for hours to disembark – while she felt her friend’s dietary needs were not catered for.
She said: “We went to the lounge for drinks after lunch, and it took them about 20 minutes to give us one round.
“We then weren’t allowed to order more drinks as we had to take part in a safety drill – which took half an hour instead of five minutes.
‘It was shocking’
“When we arrived for dinner, the waitress didn’t know where our table was and we were led around the restaurant in circles before being seated.
“It was shocking. It was really bad. It should not be allowed.”
Other guests on board the ship complained about the service on the Evening Telegraph’s Facebook page.
One wrote: “There was no atmosphere at all, the meals were cold and there were buffet staff stood around not knowing what to do while we waited ages on a drink.
“I accept there were teething problems, but it was a joke, a shambles, whatever you want to call it.”
Another cruiser said: “I paid £180 for a plank of wood to sleep on from the wall, the food was freezing and minging and not one (member of staff) understood you.
“We waited over an hour at a bar that wasn’t even busy for a drink while (the staff) stood talking amongst themselves.”
A third passenger posted: “A taster trip, however it did not convince me that cruising would be a relaxing and carefree holiday; in fact, quite the opposite.
“There was poor communication about everything and a chaotic safety drill.”
Passengers hail ‘great experience’
However, several said they enjoyed their trip.
One wrote: “I was on this with friends, we had a great experience, staff were friendly and attentive, show was brilliant, food great and very comfy beds in our cabins.
“It was fantastic value for money and great fun.”
Another said: “Thoroughly enjoyed it. Yeah, there (were) a few teething problems but met some great people and had a laugh.”
Amanda also complained about being approached by Christian Verhounig – chief executive of Ambassador – and told she was disturbing other passengers during a musical performance in the theatre.
She claims a drink was “thrown” over her while being asked to leave.
She said: “We were having a good time, we were singing to the songs, having fun.
“This man didn’t like it. He came over and told us to be quiet, told us he would have us barred if we didn’t shut up.
“He took my drink off me and poured it all down me.
“I was totally shocked.”
Asked about Amanda’s claims, Ambassador said Mr Verhounig had to approach her group twice to ask them to keep the noise down.
The group was also barred from buying more alcohol.
A spokesperson said: “The wellbeing of all those that sail with us is of paramount importance to Ambassador Cruise Line, and we would like to apologise to all those guests whose enjoyment of our new show may have been adversely affected on the night of May 12.
“As a result of our efforts to remove the party from the performance, we are deeply sorry that the contents of the glass held by Ms Henderson regrettably spilled over her.”
Addressing the wider issues reported by guests, the spokesperson added: “As a business, we pride ourselves on offering all our guests the very best service while travelling in our care, and Ambition’s inaugural one-night sailing from Newcastle to Dundee was enjoyed by the majority of guests sailing on her.
“However, we accept that there were some teething challenges on this short itinerary, which have since been addressed.
“We would like to apologise to the small number of guests who felt that the levels of service we offered fell below their expectations.”
Ambition is set to visit Dundee several times this year during the holiday season.
You can get a virtual tour on board the ship in our gallery.
