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Unsung hero helps Norwegian Cruise Line passengers in crisis
Unsung hero helps Norwegian Cruise Line passengers in crisis originally appeared on Come Cruise With Me.
A port stop in Catania, Italy, turned into a cruise crisis for Norwegian Epic passengers and crew members on May 30 as a rare weather-related emergency derailed their best-laid plans.
In the middle of the day, as 3,600 passengers were off the ship exploring Sicily, unexpected gale-force winds swept through the port, causing three pier bollards holding the ship's mooring lines to break. As its lines snapped back, Norwegian Epic abruptly drifted away from the passenger who fell into the water from the ship's gangway during the incident was rescued and taken to the hospital for minor injuries. And the chaos didn't end there.
Although ships can usually be tied back up again quickly when severe winds occasionally cause mooring lines to snap, Norwegian Epic wasn't able to get back to the dock for hours after the incident.
The port's harbour master ordered the ship to temporarily leave the port and wait off shore until the wind calmed, but it took several hours for that to happen.
As you can imagine, this alarmed many passengers who began to return to the pier to find their ship gone.
Communication between the ship and passengers back on shore proved difficult during the situation, but one crew member stepped up and took charge when passengers needed him Epic Cruise Director Daniel Dornas became the unsung hero of the day as he reassured and provided updates to passengers at the pier throughout the stressful, hours-long ordeal in Catania.
Carlos Eduardo, a member of the ship's stage staff, described how Dornas went above and beyond to support stranded passengers for seven hours straight in a letter sent to Crew Center, a website that shares news and insights about life and work on cruise ships.
'With 3,600 guests disembarked and awaiting information, Daniel was at the pier by himself, facing a sea of concerned faces. He didn't just stand there; he became the single point of calm and communication for everyone,' Eduardo the situation dragged on for hours, Dornas remained steadfast in his role and did all he could to care for the worried passengers who chose to wait at the pier until the ship returned.
'For seven grueling hours, Daniel was on his feet, tirelessly providing updates, even when information was scarce. He personally distributed water to our thirsty guests and, with incredible compassion, went above and beyond to assist disabled passengers, ensuring they were as comfortable and cared for as possible under the circumstances,' Eduardo an extremely taxing situation, Dornas offered an example of what makes diligent crew members so valuable and integral to the cruise experience, even if few passengers recognized it amid their frustration.
'In a crisis, true character shines through, and Daniel Dornas proved himself to be a true hero that day. His commitment to guest satisfaction, his ability to manage an incredibly difficult situation with grace and efficiency, and his genuine care for our passengers were nothing short of extraordinary. He truly embodies the spirit of Norwegian Cruise Line and deserves to be formally recognized and awarded for his exceptional actions,' Eduardo sharing Eduardo's commendation for his cruise director, Come Cruise With Me joins Crew Center in celebrating the unseen heroism of crew members who dedicate themselves to ensuring passengers have the best cruise experiences possible.
It's easy to complain and focus on the negative when something goes wrong on your cruise, but remember that crew members are human, too. And even when they're powerless to prevent an inconvenience for passengers, they're unwavering in their support. Their commitment to guest service is truly remarkable and deserves to be recognized.
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This story was originally reported by Come Cruise With Me on Jun 15, 2025, where it first appeared.
