In a statement, Uniworld said it was “seeking reimbursement” for damages incurred to the River Countess after it was hit by MSC Opera while docked at the San Basilio Cruise Terminal in the Italian city.

According to Uniworld, “extensive conversations” between its chief executive and president, Ellen Bettridge, and MSC to compensate Uniworld for its losses have been “unproductive”.  

“We are extremely disappointed with the unprofessional manner in which MSC has decided to ignore the gravity of the situation, which has disrupted our guests, our partners and our team,” Bettridge said.

“Aside from the severe damage to [River Countess], we were forced to cancel 14 voyages, frustrating our guests and travel partners during the peak summer season.”

To date, Uniworld estimates its losses – including passenger reimbursement, ship damage, lost revenue and the protection of travel agent commissions – to be in excess of €11.5 million.

This estimate excludes additional potential claims from customers and related damages, the line said.

“We do not like to litigate but have been compelled to do so based on the stonewalling and delays by MSC and its representatives – even after receiving a letter of guarantee by their own insurance agency, West of England,” Bettridge added.

“We expect more and better from a fellow member of the cruise industry and regret having to go to court to seek fitting remedy.”
 
Uniworld said the incident, which remains under investigation by Italian authorities, impacted nearly 1,600 guests over the course of several months.

“Uniworld is part of The Travel Corporation, which celebrates a century of travel excellence this year. The company prides itself on delivering service which exceeds our customers’ expectations and that is put to the test most not when things go right, but when things go wrong. 

“We are holding MSC to that standard. This situation has been incredibly distressing, particularly for those guests and crew who experienced the traumatic moment onboard first-hand and those who watched the terrifying videos in the days to follow; we wish for nothing more than to put this behind us. It’s time for them to come to the table and make us whole,” Bettridge said.

TTG has contacted MSC Cruises for comment.