Overview

• A waste pipe above Pam and Ken Jackson’s cabin on the Marella Explorer 2 burst on day three, unleashing macerated kitchen waste that soaked their bedding and personal belongings.
• Crew relocated the couple to a balcony cabin that revealed a collapsed mattress hidden beneath multiple toppers and an air-conditioning unit that later stopped working.
• TUI offered a refund for the first week of the cruise plus £470 for laundry damage while directing the Jacksons to claim other losses through their travel insurance.
• The Jacksons say they felt pressured by a “take it or leave it” settlement and disappointed that TUI never fully acknowledged responsibility.
• Despite accepting the partial refund and clothing compensation, Pam and Ken Jackson have vowed never to cruise with Marella Cruises again.