Costa Concordia anniversary shows little sympathy for survivors.
Last Sunday was the one year anniversary of the capsizing of the Costa Concordia off the western coast of Italy. As you may recall, the cruise ship was sailing too close to shore, struck a rock, and rolled on it's side, killing 32 people. The ceremony, a tribute to those who died, was by all accounts a solemn and meaningful occasion. Unfortunately, it was marred by the absence of the survivors.
Prior to the ceremony, the ship owner Costa Crociere SpA sent a letter to the 4200 survivors saying that they would not be welcome. Costa justified its action by stating that the focus of the ceremony was on the dead not the living and that the small island could not accomodate that many visitors. Survivors suggest that it was more out of concern that disgruntled former passengers, many of whom are involved in lawsuits against Costa, would use the occasion to make their case to the media.
I sometimes think we should create an award for truly dumb crisis management moves. This would certainly rank way up there. Costa is being accused of condoning or possibly even ordering the actions that led to the wreck. Keeping survivors away from a commemorative ceremony certainly does nothing to dispel the idea that you have something to hide.
Add to this the complete lack of sympathy in such an action. Survivors need closure. Talking with others who have shared your experience, shedding tears for the dead – these are therapeutic actions. Many survivors are still suffering survivor's guilt or are experiencing nightmares or other symptoms of traumatic stress disorder and could possibly have been helped by attending the ceremony.
Did Costa have options? Certainly: set up temporary housing, pay locals to provide lodging in private homes, charter flights and house people at other locations, provide a ship for lodging (well, maybe THAT wouldn't have been such a good idea!). Chances are that not all 4200 and their families would be there. But even if they were, so what?
I've pointed out many times that showing sympathy for the victims of your actions is critical to succesful crisis management. Unfortunately, Costa obviously hasn't got the message.