We've now had a couple of welcome comments from Costa employees. These help us to understand the pressures that they're working under.
I think it's fair to say that most passengers appreciate that staff work long hours in sometimes gruelling conditions (I'm thinking 'engine room' here, in particular!) for rewards and recognition that most of us would call 'inadequate'.
Probably the main complaint that most Europa passengers would level at Costa would relate to on-board leadership and direction/support from Genoa. If we'd been dealt with truthfully and punctually throughout as far as the itinerary was concerned then maybe, just maybe, our anger and frustration might have been contained.
Can any other Costa representatives offer insights into their working conditions and problems? Feel free to do so anonymously.