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Rogue Wave Strikes Cruise Ship, Killing a Passenger and Injuring 4 Others

The passengers were hurt after a large, unpredictable wave hit the ship, which was traveling toward the Antarctic, Viking Cruises said.

By Amanda Holpuch

A passenger died and four others were injured after a large, unexpected wave hit a cruise ship traveling toward a popular launching point for expeditions to Antarctica, Viking Cruises said.

The ship, the Viking Polaris, was struck by a “rogue wave” on Tuesday at 10:40 p.m. local time while traveling toward Ushuaia, Argentina, which is on the southern tip of South America, Viking Cruises said in a statement .

Viking Cruises did not say how the passenger was killed or provide the passenger’s name. The four passengers who were injured were treated by onboard medical staff and had non-life-threatening injuries, Viking Cruises said.

A State Department official said that a U.S. citizen died and that the department was offering consular assistance to the person’s family.

Rogue waves are unpredictable, typically twice the size of surrounding waves and often come from a different direction than the surrounding wind and waves, according to the National Oceanic and Atmospheric Administration . Scientists are still trying to figure out how and when these uncommon waves form.

Ann Mah, of Topeka, Kan., told the news station WIBW that she and her husband were on the ship when it was hit by the wave and that it was “just like your whole house got shook really hard.”

“I mean, it was just a thud,” Ms. Mah said.

The Viking Polaris was launched this year and was designed for travel to remote destinations such as the Antarctic Peninsula. The ship is 665 feet long and can carry 378 passengers and 256 crew members.

The ship sustained “limited damage” from the wave and arrived in Ushuaia the day after it was struck, Viking Cruises said.

The cruise company canceled the Viking Polaris’s next scheduled trip, a 13-day cruise to the Antarctic Peninsula.

“We are investigating the facts surrounding this incident and will offer our support to the relevant authorities,” the company said.

Tourism to the Antarctic has steadily increased in the last 30 years, with 74,401 people traveling there in the 2019-20 season, according to the International Association of Antarctica Tour Operators. Roughly 6,700 people traveled there in the 1992-93 season, according to the association.

In recent years, some observers have warned that the increase in tourism may not be sustainable and that it could threaten visitor safety or disrupt the fragile environment, which is already straining under the effects of climate change.

It is the beginning of the Antarctic tourism season, which coincides with its summer, beginning in late October or early November and usually lasting until March.

The death on the Viking Cruises ship this week comes after the death of two other cruise ship passengers in the Antarctic last month. Two Quark Expeditions cruise ship passengers died after one of the ship’s heavy duty inflatable Zodiac boats overturned near shore, Seatrade Cruise News reported .

Amanda Holpuch is a general assignment reporter. More about Amanda Holpuch

2 Carnival Cruise ships collide in Cozumel, Mexico; at least 6 people injured

Two Carnival Cruise ships collided at the port of Cozumel, Mexico, on Friday morning, causing damage to at least one of the ships and at least six reported injuries, according to the company.

"Carnival Glory was maneuvering to dock when it made contact with Carnival Legend which was already alongside," a spokesperson for the company wrote in an emailed statement. "We are assessing the damage but there are no issues that impact the seaworthiness of either ship."

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Initially, there was only one reported minor injury of a Carnival Glory guest that occurred when a group was being evacuated from the dining room of one ship's decks 3 and 4. But the cruise line said that since its preliminary evaluation, six guests with minor injuries "have presented themselves to the Carnival Glory medical center for evaluation."

Makenna Morris, 21, from Salt Lake City, Utah, said that she was on the fourth deck of the Carnival Legend taking pictures when she noticed the Carnival Glory moving toward her ship. She said that as the Carnival Glory approached, she could hear passengers screaming as they prepared for the impact.

"I started hearing people yelling and screaming on the Royal Caribbean," Morris told NBC News. "That’s when I heard sounds of cracking and glass breaking.”

Morris also recalled hearing what sounded like scraping as the Carnival Glory made impact with the Carnival Legend.

“They ran into us and I was like 'holy crap'," Morris said. “The whole dining hall caved in and shattered.”

I hope everyone is ok on the Carnival Glory after it crashed into the Carnival Legend. @CarnivalCruise #MayYouAllBeSafe #Travel #cruise #FridayThoughts https://t.co/60eZJm8gGG — Journey with Josh 🩺 (@JheadRN) December 20, 2019

Carnival Cruise Line is an international cruise line and the largest one globally, according to the trade publication Cruise Market Watch.

Eight ships from various cruise lines were scheduled to dock at the Port of Cozumel on Friday. The Carnival Glory, which left its home port in New Orleans on Sunday, was scheduled to dock in the port at 10 a.m Friday, while the Carnival Legend was scheduled to dock at 8 a.m.

The ships' passengers have been advised to spend their day ashore in Cozumel.

Gwen Aviles is a trending news and culture reporter for NBC News. 

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BREAKING: Two Carnival cruise ships collide in Mexico

Two Carnival cruise ships collided Friday near a port in Cozumel, Mexico, according to officials.

Carnival Glory crashed into Carnival Legend around 8:50 a.m.

One person aboard Carnival Glory sustained minor injuries after passengers had to be evacuated from a dining area, the cruise line said.

Witnesses said the the Glory came close to hitting another ship, a Royal Caribbean cruise liner named Oasis of the Seas.

After the collision, structural damage was visible on one of the ships above the water line. Carnival said damage to the Glory occurred on Decks 3 and 4.

Carnival officials said crews were evaluating the damage to the ships, but  expected both to remain in service.

In a statement issued after the accident, the cruise line said, “Carnival Glory was maneuvering to dock when it made contact with Carnival Legend which was already alongside. We are assessing the damage but there are no issues that impact the seaworthiness of either ship,” carnival said in a statement. “We have advised guests from both ships to enjoy their day ashore in Cozumel."

Videos on social media show the Glory crashing into Legend as it tried to dock.

Carnival Glory passengers shared photos of the aftermath of the accident on social media.

Some said they received an update from the ship's crew blaming the collision on currents and high winds.

According to reports, Carnival Legend is based out of Tampa, Fla., and Carnival Glory arrived from New Orleans. The Legend was scheduled to return to Tampa Sunday, and the Glory was scheduled to return to port  on Dec. 22.

— This is a developing story. Please return to AJC.com for updates.

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Credit: Courtesy of Cielo at 325 renters

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Two Carnival Cruise Ships Collide at Port in Cozumel

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Caught on camera – two Carnival cruise ships collide into each other during docking procedures in Cozumel at Puerto Maya pier early Friday morning.

Carnival Glory was attempting to dock and about to pass Royal Caribbean’s just-refurbished Oasis of the Seas.   Carnival Glory’s stern suddenly veered and collided with the bow of Carnival Legend , just behind it.

As the stern of the 2,980-passenger Carnival Glory veers helplessly out of control, it can’t help but to collide with the 2,124-passenger Carnival Legend. From the screenshot, you can see how Legend’s pointed bow effortlessly rips into Glory’s stern. A portion of Glory’s stern is literally sliced away with debris falling into the water.

From the looks of the seas in the videos and photos that are all over social media, the water looks like there may have been high wind gusts that literally helped push Carnival Glory into Carnival Legend’s bow. If this is the case, it wouldn’t be the first time sudden high winds are to blame for docking issues.

If you watch the entire video and from the angle the video was taken, it seems like it was sheer luck that Carnival Glory didn’t take out a chunk from the side of Oasis of the Seas .

READ NEXT:  Cruising to Cozumel? Try this Cozumel Food Tour

One passenger sustained minor injuries while fleeing from the unfolding collision. The damage occurred in the aft dining rooms on Decks 3 and 4.

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Updated on September 8, 2022 by Sherry Laskin

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Cruise ship collides with iceberg near Southeast Alaska glacier

A passenger aboard the Norwegian Sun in Juneau on Monday, June 27, 2022. The ship skipped Skagway after it hit an iceberg while transiting Hubbard Glacier. (Photo by Jennifer Pemberton/KTOO)

This story was originally published by KTOO Public Media and is republished here with permission.

Coast Guard divers in Juneau assessed damage to the 2,000-passenger cruise ship Norwegian Sun on Monday.

The Norwegian Cruise Lines ship hit an iceberg near Hubbard Glacier on Saturday. A spokesperson for Norwegian Cruise Lines said the ship was “engulfed by dense fog, limiting visibility,” and that’s the reason it hit what the cruise line is calling a “growler” — a small iceberg about the size of a grand piano.

But passenger Jason Newman of Atlanta, Georgia, says the fog had cleared when he felt the impact.

“The ship had a severe judder,” he said “You could feel the strike. And then it listed minorly.”

Newman said the ship limped out of the bay and all the way to Juneau at 10 mph — he tracked their speed using a phone app. The ship skipped its scheduled Skagway stop on Sunday and reached Juneau on Sunday night at around 5 p.m.

He said passengers did not hear from the captain until 8:30 a.m. Sunday morning, when he confirmed the ship had struck an iceberg.

Newman says passengers were allowed a five-hour shore leave Sunday night in Juneau but were confined to the ship on Monday.

“They told us they couldn’t get the authority to approve us to leave the ship,” he said.

Newman said the cruise line had canceled the entire day of tours for everybody on board by 10 a.m. He had planned a jeep tour in the morning.

“I’m sure that all the tour operators lost revenue,” he said.

The cruise ship was moored at Franklin Street Dock in Juneau until Monday afternoon when it left port. It’s next scheduled stop is in Ketchikan, but port agents, cruise agencies and the coast guard could not confirm that the ship would stick to its itinerary after the incident.

Petty Officer Lexi Preston with Coast Guard public affairs said that after the assessment, it would be up to Cruise Lines Agencies of Alaska to determine what will happen next.

Passengers Recall Moment Cruise Ship Collided With Fishing Boat Off Nantucket

The u.s. coast guard said the norwegian pearl came into contact with the gabby g, a fishing vessel, off the coast of nantucket early saturday morning, by staff reports • published august 1, 2022 • updated on august 1, 2022 at 2:17 pm.

Passengers who were onboard a cruise ship during a collision with a fishing boat off the Nantucket coast described feeling the "shifting of the boat" early Saturday morning.

Departing from Boston and headed to Bermuda, the Norwegian Pearl came into contact with a fishing boat, the Gabby G, around 2:30 a.m. Saturday, according to Coast Guard officials.

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Julie Schnell, a passenger from Braintree, Mass. aboard the Norwegian Pearl, recalled the startling wake up call to NBC affiliate WJAR-TV .

"I felt the shifting of the boat," she told WJAR. "And I heard an announcement come over my TV that said 'code Delta, code Delta.'"

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Schnell said she asked the crew what was going on, but couldn't get much information.

"I called down to the front desk to ask what does that mean and they said they were trying to find out," Schnell said. "I knew that didn’t make much sense because they should know what the codes mean on their own ship."

Many passengers stayed awake during the three-hour standstill in the early morning hours, with no knowledge of what jolted the massive ship.

"They weren’t very forthcoming with information," Schnell said. "They said it’s fine… it was just a wave. Go back to bed and then we found out it was actually a fishing boat."

A representative for Norwegian Cruise Line confirmed in a statement to NBC10 Boston that a "small unidentified fishing vessel made contact with Norwegian Pearl while she was sailing to Bermuda."

The Norwegian Pearl was "thoroughly assessed" and given clearance by the Coast Guard to continue on her seven-day voyage as planned, the spokesperson said.

The Gabby G, however, reported some damages to the bow and was towed to New Bedford, arriving around 5:30 p.m. Saturday, the cruise line spokesperson and Coast Guard officials said.

A picture of the fishing vessel docked following the incident appears to show some of that damage.

According to officials, one minor injury was reported aboard the Gabby G, a cut that was treated on the boat. No injuries were reported aboard the cruise ship.

An NBC10 Boston and NECN employee who was on board the Norwegian Pearl said the fishing vessel struck just below his cabin.

"There was a huge thump that woke us and then the shipped rolled drastically in a couple of directions," Jim Warner wrote in an email to the station. "The fog was incredibly thick and visibility was zero. It happened at 1:30 a.m. and we were under way again by 4:30 a.m."

Warner, who noted the only casualty was a little bit less sleep for everyone, shared pictures of the ship's tender in the water investigating around 3 a.m.

Some passengers onboard the cruise ship wish they were given more updates about what happened.

"That was concerning not to know that people hadn’t lost their lives," Jeff Coveney, a passenger from Natick, Massachusetts, told WJAR, "We didn’t know that we didn’t run over a boat. That was nerve-wracking. A little more transparency would be good on the ship."

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Watch: Cruise Ship Collides With Large Piece Of Drifting Ice In Alaska

A Carnival cruise ship collided with a large piece of ice while sailing in Alaska’s Tracy Arm Fjord last week. Despite the unexpected incident, no one was injured, and the Carnival Spirit sustained no damage.

According to a Carnival Cruise Line representative, the ship hit “an errant piece of drifting ice” while navigating the scenic waterway south of Juneau, known for its magnificent beauty and floating ice.

The ship waited for many hours to examine the situation before continuing its journey after determining that the hull was unharmed.

The Carnival Spirit completed its seven-day Alaska cruise without any further incident. On Tuesday, it returned to Seattle, Washington, before starting another 14-day round-trip to Alaska.

Videos of the incident soon circulated on social media, with one passenger referring to it as a “Titanic moment.” Another passenger shared on social media that the ship stopped “for hours to assess damages,” but the trip was not interrupted.

Experts say that while Alaska’s seas are known to be challenging for cruise ships to navigate due to severe winds, currents, and hard ice, such incidents are rare. A marine pilot in southeast Alaska stated that the ice might potentially harm the hull or propellers but added that the situation is unusual.

A cruise industry expert said that modern cruise ships are designed to travel in various conditions and can handle ice waters, particularly in Alaska, where experienced captains are familiar with the area.

From April Futrell “Good evening James! We are on the carnival spirit and hit an iceberg just outside of Sitka and Tracy arm fjord! Here’s some pictures! We are safe and after assessing for damage we are back on track headed to Skagway!” pic.twitter.com/KIUkrlLtx9 — James Spann (@spann) September 6, 2024

The incident is similar to one that occurred in 2022 when a Norwegian Cruise Line vessel, the Norwegian Sun, collided with an iceberg while sailing in Alaska. The collision damaged the starboard bow, but no injuries were reported.

As Alaska continues to be a popular cruise destination, some locals have expressed concerns about congested waterways.

Reference: CNN, Economic Times

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Damage from ice is 'extraordinarily rare': What happens after a cruise ship hits an iceberg

A Norwegian Cruise Line ship that hit a small iceberg last month will return to service this week, the cruise line said Monday.

The vessel "made contact with ice" while on its way to Hubbard Glacier in Alaska on June 25, resulting in multiple trip cancellations, though there were no injuries, a spokesperson for the cruise line told USA TODAY by email Monday. The ship will sail again Thursday.

The incident may raise questions about what exactly occurs  after a ship hits an iceberg. But Ross Klein, a cruise industry expert and a professor at Memorial University of Newfoundland, told USA TODAY that it "really depends on where the iceberg hits the ship and what kind of damage it may have done."

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What happens after a cruise ship hits an iceberg?

Norwegian made several itinerary changes for the Sun after it hit the iceberg.

"The ship sailed to Juneau, Alaska for further assessment, where it was decided that the current voyage would be shortened, and the cruise scheduled to embark on June 30, 2022, would be canceled, so that the necessary repairs can be made," the Norwegian spokesperson said. The cruise line also canceled a voyage that was set to embark July 5.

"We sincerely apologize for the inconvenience and are communicating with all impacted guests directly," the spokesperson added.

Klein said those kinds of itinerary changes are to be expected when there is damage to a ship. He said that if the ice damages the ship's propulsion system, that "creates a larger problem than a dent in the side."

Klein added that the speed a ship is going plays a role in what kind of damage it sustains. When a ship has been damaged, he said, the U.S. Coast Guard must also inspect and clear it.

Where are cruise ships repaired?

After a ship hits an iceberg, Klein said, where the cruise line takes it for repairs depends in part on where it is sailing.

Victoria, British Columbia, for instance, has a shipyard dry dock frequently used by cruise lines, he said: "They're located (in) different places, and part of it depends on whether there's space available, but then the other part is related to its proximity to where the ship is."

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How often do cruise ships hit icebergs?

While ships might regularly make contact with ice, it's unusual for it to be an issue. Stewart Chiron, a cruise industry expert known as The Cruise Guy,  told USA TODAY last month that the incident was "extraordinarily rare," as cruise ships are extremely careful to avoid icebergs.

Chiron said it's common for ice to fall from glaciers and float in the water, but that it is unusual for a cruise line to change its itinerary after making contact with those pieces.

 "Sometimes, they bump them, and you know, no big deal," Chiron said.

Klein echoed that.

"I think it's not uncommon for ships to interact with ice," he said. "What's unusual is for the ship to actually be physically damaged by the ice."

But, he said, given the infrequency of these events, passengers looking to take a cruise should not worry.

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Port Authority warns against speculation over Falmouth cruise ship crash

The Port Authority of Jamaica (PAJ) is cautioning "all parties" against speculation about Thursday's collision involving a cruise ship at the Historic Falmouth Port in Trelawny. 

The authority's statement follows today's comments from Tourism Minister Edmund Bartlett that the crash of the Royal Caribbean Harmony of the Seas vessel into the dock was caused by 'pilot error'.

According to Bartlett, the incident occurred when the pilot was badly directed while attempting to dock the vessel.

But the PAJ, which is responsible for the port, said it is undertaking a joint investigation with Royal Caribbean to determine the cause of the crash. 

"Pending the investigation, any determination of the cause of the incident is premature at this time and we therefore urge all parties to refrain from any speculation in this regard," said the agency headed by Professor Gordon Shirley. 

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The authority said it is following the Pilotage Act, which outlines how the investigation should be approached. It includes appointing an investigator and getting a report from the ship's pilot. 

Based on the investigator's report, the PAJ may opt for a formal enquiry. 

Meanwhile, the PAJ has explained that the vessel collided with a mooring dolphin, a structure that extends from a main dock to help secure ships. 

"This minor incident did not result in significant damages to the vessel. The vessel was eventually moored without delay using the remaining infrastructure of the bollards on the remaining dolphin, to stabilise the vessel. Subsequently, passengers were able to disembark and proceed as planned to their tours and other scheduled activities," the statement said. 

The PAJ said the mooring dolphin was displaced and will require reconstruction.

"Our Engineering Department is currently assessing the damage for further action. The Falmouth port facility is designed to accommodate the safe berthing of vessels, notwithstanding the inaccessibility of the mooring dolphin, and will continue to do so as per normal port operations," it added. 

The PAJ said the incident will not result in any disruption to cruise shipping operations or require any adjustments to cruise schedules.

Follow The Gleaner on Twitter and Instagram @JamaicaGleaner and on Facebook @GleanerJamaica. Send us a message on WhatsApp at 1-876-499-0169 or email us at  [email protected]  or  [email protected] .

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Carnival cruise ship collides with iceberg

T he words “Titanic moment” are possibly the last thing you want to hear on a boat – but that was the phrase used by one passenger on board the Carnival Spirit cruise ship last week, after the vessel unexpectedly struck an iceberg.

No one was hurt on board and the ship was undamaged by the incident, which a Carnival Cruise Line spokesperson described as the vessel hitting “an errant piece of drifting ice.”

Carnival Spirit was sailing in Tracy Arm Fjord, Alaska, a waterway south of the city of Juneau known for its spectacular beauty – and pieces of floating ice.

Videos of the incident circulated on social media in the aftermath, as multiple passengers filmed the moment the ship collided with the iceberg.

Cassandra Goskie posted a video on TikTok in which a voice is heard saying: “If we die it was damn well worth it, it’s a Titanic moment,” just before the vessel struck the piece of ice.

Meanwhile passenger Saurabh Singhal described the vessel coming to a halt “for hours to assess damages” in a Facebook post.

“An assessment determined no damage to the ship’s hull and the vessel continued on its cruise and there has been no impact to operations,” the Carnival spokesperson told CNN Travel.

The Carnival Spirit finished its seven-day Alaska cruise on Tuesday without interruption, returning to Seattle, Washington. The vessel has since embarked on another round trip to Alaska, this time for 14 days.

In 2022, Norwegian Cruise Line vessel Norwegian Sun hit a piece of an iceberg while sailing in Alaska, sustaining damage to its starboard bow. There were no injuries.

Alaska is a popular cruise destination, but there’s reportedly been pushback in recent years from locals concerned about over congested waterways in the region.

Alaska’s waters are also known as some of the most challenging for cruise ships to navigate.

“That ice is hard and can damage the hull or propellers,” Captain John Herring, a marine pilot in southeast Alaska who boards ships in the region to help ensure safe passage, told CNN Travel in 2022.   “Strong winds and currents make navigating icy waters even harder.”

Despite these difficult conditions, “we very rarely – if ever – see any issues related to sailings in icy waters,” said cruise expert Chris Gray Faust, executive editor of Cruise Critic, a review site and online cruise community.

“Today’s cruise ships are specifically built to sail a number of different waters,” Gray Faust told CNN Travel. “Those that sail in Alaska are not only able to withstand icy waters, they have experienced captains who are familiar with the landscape, which is why the incident being reported caused no issue to the ship or the sailing.”

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MV Confederation out of service for unknown period after collision with wharf

No injuries reported in accident on n.s.-p.e.i. ferry run.

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It's not clear how long it might take to repair the MV Confederation after a mechanical failure led to a collision with the wharf in Wood Islands on Sunday, according to Northumberland Ferries.

The crash was enough to damage the Confederation's front door, or bow visor, so that it could not be opened.

There is no concrete timeline for when the vessel might be back in service, but NFL said it has already contacted local repair facilities and hopes to get the Confederation to a shipyard for repairs as early as Tuesday.

"Damage to the bow visor is considerable and it will not be a simple nor quick repair. The estimated time for the ship repairs is not yet available, but an update will be provided once known," Northumberland Ferries general manager Jeff Joyce said in a news release Monday afternoon.

"We will continue to do all we can to fast-track the repair to MV Confederation so that we can safely resume full two-vessel service as soon as possible."

P.E.I. ferry passenger describes the moment MV Confederation collided with wharf

Charlottetown resident Raeanne MacNeill was travelling home from Cape Breton on the ferry when the collision happened.

"It was a pretty big bump," she said.

"We were in the area where all the other cars were at this point. We didn't really know what was going on."

MacNeill stumbled at the impact, she said, catching herself on a nearby vehicle. Uncertain what had happened, she just made her way to her car. Then came another announcement that the ferry would have to turn around and people would have to drive out the way they came in.

'I'm finding it not reliable'

The accident leaves only the MV Saaremaa to serve the route between P.E.I. and Nova Scotia.

NFL said there will be only four round-trip crossings daily until at least Sept. 30.

The collision was caused by an issue with the de-clutching of the forward end braking propeller, the company said.

MacNeill said this further problem for Northumberland Ferries is disappointing. She has family in Cape Breton and rides the ferry a lot.

"I personally love the ferry. I try to use it as much as I can," she said.

"I'm finding it not reliable any more. We typically would be able to just go on, no worries."

MacNeill used to reserve in advance, but now just takes her chances. There have been a lot of sailings cancelled, and she finds the complications of getting refunds on reservations not worth the convenience of having made one.

Problems piling up

Businesses in the area are also frustrated with the ferry issues.

"We make our living on the crossing between Wood Islands and Caribou in the summertime," said Scott Carver, who runs a trucking company based near Murray River.

Having to to take the Confederation Bridge adds time and expense without compensation because truckers get paid by the tonne, he said. 

"Most of our trucks make two trips a day.... It really affects us, big time."

Problems with ferry service are costing this P.E.I. trucking company 'big time'

The Saaremaa is a temporary replacement for the MV Holiday Island. It was brought into service after that ferry caught fire during a run in 2022. The ferry was beyond repair, and had to be scrapped.

The Holiday Island had already been scheduled for replacement. The announcement was in the 2019 federal budget, but the new boat is not expected to be ready before 2028.

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Saaremaa is not well suited to service on the Northumberland Strait. It is not designed for the rough weather conditions, and its crossings are regularly cancelled due to high winds.

The company has said it is unsafe to operate the Saaremaa when gusts reach about 25 knots, or 46 kilometres an hour, largely due to the shape of its hull.

Our ferry traffic is suffering. And it's mostly because the system, the service, isn't reliable — Cory Deagle, P.E.I. tourism minister

A longer term replacement, the MV Fanafjord, was purchased by the federal government last year, but it is still in Norway being retrofitted.

There are currently no plans to replace Confederation, which was launched in 1993, and is considered by some to be due for retirement.

P.E.I. Tourism Minister Cory Deagle, who represents the Montague-Kilmur district in Kings County, said it's time for the federal government to deal with the issues with a sense of urgency.

"It's just not really acceptable. Tourism operators are never happy when this happens," Deagle said.

"We have our bridge traffic up, our air traffic's up, our cruise traffic is up, but our ferry traffic is suffering. And it's mostly because the system, the service, isn't reliable."

With files from Kerry Campbell and Wayne Thibodeau

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