also the golden gate bridge. after landing in l.a., ate waits a hangar. next month it will be moved to the california science center. >> but as americans watched the skies this past week and for the past decades, the endeavor like all the space shuttles hold a special place if our hearts. a thought that can be summed up in a simple frayed. >> only in america. >> well said, only in america. from cnn headquarters in america, i'm don lemon. thanks for watching. good night. friday the 13th of january. italian cruise ship has just left the port. more than 4,000 passengers and crew onboard have no idea if the

terror that is about to unfold. >> and all of a sudden, bam! the lights went out and the shift shifted. >> the side of the ship is now the bottom of the ship. >> everyone was panicking. everyone was running for their own lives. >> it showed the kind of care of the ill preparedness that comes. >> i can remember thinking oh, my gosh. we're going to die. let's get it overwith. >> today the ship lies on its side off the italian island. one of the largest cruise ships in the world ripped apart by rocks. 32 people died on this ship on that cold january night.

a cnn investigation pieced together the multiple failures of that night and the far reaching consequences for the cruise ship lines. the tragic mistake onboard the ship raise the question, just how safe is going on a cruise? >> the safety of our passengers and crews are absolutely essential to our business. >> the bigger they build the boats, the more likely people are not going to be able to escape when they have a serious incident. >> 100 years after the titanic, the cruise industry is once again coming to terms with the disaster that no one thought was possible. the titanic ushered in a new era of regulation at sea. now many are wondering if the ship shows these cruise ships are too big, too complex and the rules of the sea are simply too old. georgia and her husband dea are

cruise veterans. they've been on more than 60. for their cruise on the concordia, the san diego couple were joined by their daughters valerie and cindy. >> i've been going on a krcruis since i was a year old. >> for this couple, it was thish first trip to europe and their first cruise. they. barked at barcelona. they weren't impressed by the safety briefing. >> lift the lifejacket over your head. >> they showed you the life vest. things like that. but we never went through the physical par 4 ressure of which. >> for this family, this cruise didn't feel right from the very beginning. >> we didn't really any direction from any of the representatives. >> the costa line is one of the biggest cruise companies in the world. the florida based carnival

corporation. the captain of the concordia, 51-year-old frances and he is records as arrogant. on their first night at sea, the family gathered for dinner soon after 9:00. >> there was a vibration. i thought oh, well it is probably slowing down. then i told valerie, look at the water glasses, they're starting to tilt. it started to mach a hard turn. >> the captain himself had been in the restaurant a short time earlier in the company of a young woman. then he took her up to the bridge. his attorney insists he was not distracted. >> translator: her presence had no influence at all. she wasn't in the bridge in the

since where the ship is managed. she was very far back. >> but he admitted to an italian news station he was distracted by a phone conversation shortly before the crash. the captain promised a salute to the island as he showed off people to ship. it is a custom that the residents had come to expect. concordia safety officer later told investigators that first officer ambrose yoe had ordered the turn away from the island. but then -- >> he relieved him of his duty and taking on himself directly the navigation command or the helmsman and to increase speed. the concordia was traveling at some 15 knots, too fast, so close to the shore. this man, the operations

manager. >> sometimes we pass a cloause, yes. >> the concordia was much closer than that. a singer on the costa ships for over ten years was in the romba with her musician husband. >> it was a normal night. the band was playing. and at 9:40 p.m. we feel a movement. not crash, a movement. >> and all of a sudden, bang! and the lights went out. and the screaming and the ship lifted. people got up. people were falling all over the floor and so forth. >> carl and perez were in the roma restaurant on a lower deck. >> the plates that were on

tables with wheels. they started rolling to the side. and the waiters ran towards the plates because they were following against the walls and they were breaking on the floor. >> i ran and there was a worker that toad at the doorway. he blocked it like this. he said calm down. calm down. just go back. i was surprised he was telling know go back in the room which is falling apart. >> miles from its charted course, the concordia's port side was ripped open. elater insisted the reef he hit wasn't marked. >> i don't know if it was dedetectived or not. but on the naughtical chart it was marked as water. and we were about 300 meters from the shore, more or less. we shouldn't have had this contact. >> the last time --

>> locals told cnn the rocks he hit are clearly marked on charts. >> every rock here is on the chart? >> every one. every one. that's why i think should be the only possibility should be only got one. >> such was the force of the collision a huge chunk of rock the size of a car ended up embedded in the hull of the conco concordia. within moments the engine room director reported the engine control room and the electrical panel were under six feet of water. but the severity of the situation was kept from passengers. >> everything was all right. please do not panics. just go back to your room. the technicians are trying to fix it. a lot of people were not believing but they were a good majority of people that actually listened to them and went back to their roles.

>> within an hour, they're fighting the rising waters and trying to escape the costa. [ female announcer ] ordinary lotions aren't made to treat eczema, so it can feel like you're using nothing at all. but neosporin® eczema essentials™ is different. its multi-action formula restores visibly healthier skin in 3 days. neosporin® eczema essentials™. for a golf getaway. double miles you can actually use... but mr. single miles can't join his friends because he's getting hit with blackouts. shame on you. now he's stuck in a miniature nightmare. oh, thank you.

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into the gash the side of a football field. the ship lost power. the pumps didn't work. neither did the computer designed to calculate a ship's stability. this video was taken on the bridge. the crew rushed to maintain control of the ship as five supposedly watertight compartments rapidly filled with water. more than 6,000 tons of water entered the ship in less than 20 minutes. >> in a few minutes, we realized that the situation was serious. as three generators were not working and the navigation system wasn't working and neither was the emergency board. >> the captain down played the situation. >> the captain told the crew

director to make the calming announce ams, it was an electrical problem. >> please remain calm and we'll keep you informed as we have more news to inform you. thank you for your attention. >> some passengers didn't believe it. >> from the beginning they're lying. >> as the crisis unfolded, many of the rules for handling emergencies at sea appear to haven ignored. >> no one knew anything and we didn't have any direction. we didn't know which one was our station. >> the lifeboats were on deck four. when they finally arrived, there were no life vests left. the parents have to crawl two floors back to their cabin where they grabbed three lifejackets. the couple were also on deck

four. >> we were on the deck. when he put it on, we don't know how to strap it, what to do, how to tie it on, nothing. we were never given the training. >> a crew member blocked them from getting on the life boat. >> he said you have to wait for the orders from the captain. therefore, i can not open the door to the boat. >> he said the concordia's crew members followed company policy. >> the training we get from the member. if you sound an emergency signals, they just wait. >> the captain made a series of calls, as many as 17. but what he said is a matter of bitter dispute. his lawyer insists he hid nothing. >> translator: the captain immediately, promptly informed

the company of what happened and kept them informed. >> this man claim other wide. the first information which we have says absolutely the contrary to that. it's saying that the information we received from the captain didn't sound as serious as it was. >> authorities were first notified of the incident not by the crew but from cell phone calls from passengers. and that was a half hour after the collision. a few moments later coast card headquarters in rome were alerted. information started flooding into the computers. the more they learned, the more worried they became. >> we called them. we called them twice. >> the ghost card commander says the coast guard was forced to reach out to the rapidly sinking ship. >> so we called the ship and the ship said that there was just an electrical onboard. they don't stla was an

emergency. >> costa executives acknowledged this was major mistake. >> if i'm captain of the ship and i need help, you have to call the right people, the right person. and the costa in that case was the person they placed a call to receive immediate help. >> the concordia continued north losing speed but then moved slowly toward the coastline. the scene on the deck was chaotic. the ship began to list heavily. >> screaming, yelling. people pushing. angry, sliding, falling. crying. >> on the bridge, there was still hesitation about sounding the alarm. almost one hour after the concordia crash, the captain finally sounded the general alarm which officially ordered passengers to emergency stations. that delay is now the focus of an italian judicial for.

besides the captain as many as eight other crew members and costa managers face possible criminal charges. costa failed to meet international safety standards. sounding the emergency alarm as early as possible is critical to saving lives according to a specialist at the university of greenwich in london. >> moving thousands of passengers around the ship in an emergency situation is never an easy thing to do. and so you want to start that process, the assembly process as soon as you suspect there is a major problem with the vessel. >> it was way too long. they would have saved so many lives if they did it earlier. >> the captain said he delayed the alarm until he could maneuver the ship close to shore. >> translator: he as always said

the ship was located there because he made a choice to order the abandonment when he considered the coast close enough for rescue boats. >> he also said he didn't want to create panic. but that's exactly what happened. >> pushing. people were knocking people down. and we kept yelling, put the kids on first. get the kids. we were screaming. get the kids on first. >> moms after the ship came to rest, the first lifeboats were launched. it was 11 p.m. then the concordia rolled more than 20 degrees. for this family and others, escaping just became a lot harder. ious my husband and i can't stop eating 'em! what's...that... on your head? can curlers! tomato basil, potato with bacon... we've got a lot of empty cans. [ male announcer ] progresso. you gotta taste this soup. [ laughing ]

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when the order to abandon ship was given, hector perez and sahin kanne were at a life boat. the crew member who barred access to the boat told passengers to calm down. >> as soon as he opened the door, everybody ran towards that emergency boat. and pushed him out of the way. everybody was panicking. everybody was running for their own lives. >> the ship right now is totally

leaning to one side. >> this cell phone video has never been seen before on television. he shot it as they boarded the life boat. hit seats for 150 people. >> a lot of them didn't realize that they were going to let people jump into the boat without an actual seat. those that realized it, they jumped into the boat and they were standing on the boat. it was over the 150 people limit. >> the boat carrying kanne and perez made it to the sea. but even then they were not safe. >> i look up and i see the emergency boat a goes side ways one way. suddenly, it went this way again and it fell right on top of our boat. >> if our boat would have turned when evacuating and the second boat fell on us, we would have

been dead. >> several lifeboats couldn't be lowered and with the ship lifting, the problems of evacuating people multiplied. this family boarded a life boat but were forced to return to the ship when the life boat wouldn't launch. once back onboard -- bam, the boat flips. >> it takes another five or eight degree roll to the side. >> one of the crew told investigators that some officers pushed passengers into the water. but this family turned around and tried to climb across the ship with nothing to hold on to. >> the side of the ship is now the bottom of the ship. so you're literally walking on the side of the ship. >> the speed with which the concordia tilted first one way

and then the other has alarmed maritime experts. this is the safety of life at sea rule book, the maritime safety bible if you like, issued by the international maritime authority here in london. it specifies that ships should remain stable with two watertight compartments flooded and they should be able to be evacuated within 30 minutes. but the loss of power, the flooding of the pumps and backup generators had turned the concordia into a helpless hope. as the water continued to rise, the ship tilted yet further, more than 60 degrees. >> and then i remember us all starting to pray and saying our good-byes. i can remember thinking oh, my gosh, we're going to die. let's just get it overwith. >> while the family prayed, the captain was leaving the stricken

liner. he said later he had fallen into a life boat as the ship suddenly listed, a claim his lawyer subsequently modified. >> translator: so the captain exited the ship as all the others who were located on that side at that time exited. because it was impossible to stay there and impossible to climb up. because it was a nearly vertical wall. there was no voluntary abandon ship. the captain is not captain coward. >> by now, it was nearly 1:00 in the morning. the family and dozens of other passengers were still trying to climb a metal ladder to reach the outside of the ship. but it was still a mad scramble to escape. >> men pushing women aside, pushing children aside. >> i said this is not going to happen. i'm not going to sit here and watch one other man jump in front of this mother and child

to get his way up there. it wasn't going to happen. >> the family would be among the last to escape the concordia alive. jumping ten feet into a moving life boat and even then feeling they were on their own. >> there is nothing. they just said get as close as possible. they just told us to jump. that was it. >> months later, georgia and her family believe their experience on the concordia is a wakeup call for the entire industry. >> i really feel for passengers getting onboard a ship. yeah, they say it's safe and the best way to go. you know, you get in a disaster like this, you see what happens. and you see how unprepared they are. passengers really need to be aware. >> and on that at least rare agreement with the captain's

lawyer. >> translator: i would be astonished if the industry said something true which would perhaps be good to say about its own organizational systems about why maybe there could be safety problems. the fact is, everyone is comfortable having a scapegoat, especially the industry. >> an industry under strut any because of tragic mistakes that raise the troubling question. will you be safe as your cruise heads out to sea? [ woman ] ring. ring. progresso. your new light creamy potato with bacon & cheese soup says it's 100 calories a serving. that's right. in what world do potatoes, bacon and cheese add up to 100 calories? your world. my world. ♪ [ whispers ] real bacon... creamy cheese... [ whispers ] 100 calories... say it again... [ whispers ] 100 calories... ma'am, hello? ma'am [ male announcer ] progresso. you gotta taste this soup.

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immediately after the concordia disaster, the captain became a target for media around the world. especially when a call between the captain and the coast guard was released showing the coast guard ordering the captain back on ship. >> i am going because now there is a motor boat. >> costa executives like the vice president of marketing insists the company was blameless given the captain's actions.

>> it's just like an airline captain, you know, he's going to land and goes immediately over the eiffel tower. you can do it. but nobody is expecting a captain to be so, you know, irresponsible. >> the chances of something happening to somebody are so much greater simply because of the kpaction. >> the u.s. senator jay rock feller who chaired a hearing weeks into the disaster says the company bears responsibility. >> the cruise ship is the captain. right? i mean he didn't wander in on his own and start turning the wheel offer whatever it is. the company is the captain. the captain is the company. >> costa and some other lines have made changes since the concordia disaster. current regulations say there must be an asimbly drill within 24 hours of leaving port. the drills are held before a ship leaves port.

in fact, safety officers encouraged them to ignore the orders. we're adults here. we came to have fun and to spend your money at the casinos. there are nice restaurants to go to the restaurants and basically place your red emergency drill cards in front of the table. >> after the accident, clia announced changes in the way ships handle emergencies. passengers are given 12 specific instructions that include how to dawn a lifejacket, where to gather in an emergency, and what to expect if an evacuation is ordered. some cruise lines are looking at the way the drill is managed. cruise ships have taken on more passengers and more size, the captain's responsibilities have

grown proportionately. costa ceo says other officers need to be given more authority. >> we need to learn from this tragic accident. and we have to move towards a collective management of the bridge and training. >> european officials tell cnn they are deeply concerned by a shortage of qualified junior officers throughout the industry. there are concerns about the support staff as well. mainly the service crew members are contract workers. they have little job security, often are less than $1,000 a month and many don't speak english. costa insist there's is rigorous training for every member of the crew and they generally have a higher pay scale.

>> they are trained, for sure. furthermore, we are checked. >> he says fellow crew members on the con cardia were well trained. >> we have every day in the morning and the afternoon for ten days, the boat drill every day. we work with a trainer. and for, i don't know, for example, for fire or for the leaking, for the emergency or for everything that would happen onboard. >> many of passengers who fought for their lives say the company is as much to blame as the captain. >> hiring people that don't know what they're doing, not anticipating disaster, not taking life seriously onboard the cruise ship. >> the cruise industry is reviewing crew training.

you salute and then you move on. in total security. it has happened five or six times. it is totally regulated. you don't come as close as the concordia went. >> but should it continue just six months early eshgs the concordia with a different captain followed an almost identical course. costa insists it was closer than 550 yards to the shore. but using tracking data, the shipping publication loidz list found the earlier line in blue. international regulation requires the airline industry to track every movement of each plane. but there are no sim lore worldwide guidelines for the cruise industry. the coast guard only monitors ships in areas with the highest tripping traffic. costa showed us the system it used to display the location of its ships. at the time of the crash,

costa's tracking system was unable to provide many inby minute location data for the ship. since then, costa upgraded the tracking technology but questions still remain. i suppose the families of the victims would say why on earth wasn't this introduced ed 20 ye ago? >> i think that is a legitimate question. and we have to learn from tragedy. but at least morally we have to take this and do whatever is possible today based on today's technology. >> the wreck has also highlighted the size of today's cruise ships. the costa concordia was three time the weight of the titanic and much larger.

the size of modern cruise ships does not affect the integrity. professor of ship dynamics at the university of south hampton. but once water entered the ship -- >> if you try hold a frying pan with water, you move it a bit. it becomes unstable. it's a free surface. it's the same with a ship. >> but the larger a ship is, the more difficult it is to evacuate. >> you have to have more stations or locate people in different locations. >> and with bigger ships and more passengers, traditional lifeboats may not be adequate. >> if a ship takes on an angle greater than 20 degrees, it

becomes virtually impossible to launch lifeboats using the traditional launch approach. there are skids on the side. perhaps a better way of launching the lifeboats would enable the boats to more easily slide down the side of the vessel. >> the question remains, will they boost more safety before their bottom line? >> it's just a matter of doing what the law says but doing what you think is appropriate. do you think you're doing your fair share? rdinary lotions arene to treat eczema, so it can feel like you're using nothing at all. but neosporin® eczema essentials™ is different. its multi-action formula restores visibly healthier skin in 3 days. neosporin® eczema essentials™.

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asask k fofor r trtrananss adadapaptitiveve l lene. in the weeks and months after the costa concordia disaster, many passengers reported signs of trauma. >> the first month was hell for me. almost every night i was having nightmares. especially of the deck. i was waiting there a few hours, waiting to get in. sometimes i dream with my family that we're all running for our lives. >> but the fine print of the passenger's tickets severely limits compensation offered by costa. >> there's a huge page of terms and conditions, actually two pages. it's like a newspaper. >> i lost everything on that boat. i lost laptops and cameras. i lost memories. they offered me 11,000ure yoez.

and that was supposed to release them from everything and anything that has to do with this accident. i cannot ask for more than this. >> 11,000ure yoez, about $14,000 is the minimum compensation under international law whether a ship is abandoned. >> they were condescending. they were rude. >> this family got a come several weeks after the disaster. >> they tried to call us sunday morning. >> 5:00 in the morning. >> west coast time. >> offer 30% off on your next cruise. >> great. >> and then they started harassing us. they start harassing us. three, four, five, six phone calls a day wanting to talk about settling. >> costa officials deny they offered a discounted cruise as compensation. they were also offered 11,000 euros. >> they were forced to do that. >> it wasn't out of the goodness of their heart. >> right. >> and they put the passengers that really disadvantage is that

costa cruise lines has a very, very tight contract. they have limitations as to what they'll pay you. >> that limit is $71,000 for death and injury, as spelled out in an international convention. costa believes they can pay $71,000 in this instance. james walker, a maritime lawyer, says any potential cruise ship passenger needs to examine the terms and conditions listed on the ticket. >> there's a number of surprises if not outright shocks contained in the fine legal print, the legal mum bow jumbo. the crews lines have had the dedense lawyers draft every con seepab conceivable mishap. >> it makes it difficult to bring a case in american court where compensation is much higher even if the ship is

american owned. that hasn't stopped a flood of lawsuits including some brought by crew members. but costa's ceo says lawsuits from crew members represent a tiny minority. >> 95% of the crew but more importantly for us, most of them, 95%, has already indicated they wish to come back to work tore costa. >> costa estimates one-third of passengers are taking legal action. >> we believe we're fair. we believe that we did whatever was possible and impossible to assist the family and the people that are deceased, to provide psychological assistance. >> the reports of the survivors do not inspire confidence. >> senator rockefeller was highly critical of the industry at a hearing in march where he clashed with the ceo of the cruise lines international association. >> carnival actually paid no u.s. corporate taxes at naul

2011. do you have a comment on that? do you think that's right? >> again, i can only say that -- >> you're here representing your industry. do you think that's right or wrong? if i'm right, do you think that's right that that happens? >> i think what is appropriate is that the cruise industry pays it taxes based on the current laws. >> i think the cruise ships are get ago way with a lot. and they're not paying taxes. their ships are registered in other countries where they can, you know, get cheaper labor than they pay no taxes in this country or virtually no taxes in this country. >> carnival is incorporated in panama. and princess cruised is in bermuda. even though their headquarters are in florida. a source of contention for rockefeller. from 2004 to 2011, carnival paid just 1.1% in fraederal, state, d

foreign taxes. the cruise line's international association president says no matter where a boat is registered, all lines have to follow the international rules of the sea. but he concedes there are tax advantages to registering outside the united states. >> are there some fees and taxation considerations that go into that? certainly. we paid a wide away of fees, duties and we pay all of the taxes that we are required to pay. >> of all commercial cruise ships, only one norwegian's pride of america is registered in the united states. carnival ships are registered in several countries. the costa cruise line flies an italian flag and pays italian taxes. a corporate rate of 30%. senator rockefeller says the industry is piloting the boats

through legal loophole. >> they don't reimburse the united states. they don't pay federal taxes. they always say safety is their emphasis. i never quite believed that. think the bottom line is the emphasis. >> finances aside, the question looming after the concordia disaster, is the cruise line taking safety seriously? >> did it take the deaths of 32 people onboard to prompt you to take action? ♪ well, he's not very handsome ♪ to look at [ sighs ] ♪ oh, he's shaggy ♪ and he eats like a hog [ male announcer ] the volkswagen jetta. available with advanced keyless technology. control everything from your pocket, purse, or wherever. that's the power of german engiering. ♪ that dirty, old egg-suckin' dog ♪ your doctor will say get smart about your weight.

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the cruise industry has expanded fast worldwide seeking out new markets in asia and europe. u.s. industry says it's created more than 300,000 jobs and claims there were just 28 fatalities related to operational incidents in the last decade. a figure some critics debate. but whatever the true number of casualties, the industry continues to have safety problems. just when you think things couldn't get any worse for costa, a mere six weeks after the concordia crash, a fire disable the engine of the costa alegra leaving the ship without power for three days. >> it was extremely black smoke. so we knew something was going

to happen. >> the most horrifying experience. >> many incidents at sea don't even get reported. from his headquarters on the banks of the river tens here in london, the international am maritime organization, a u.n. body, has the job of overseeing the international law of the see. since the concordia disaster, the imo issued some new proposals including additional lifejackets in public areas, better communication of emergency instructions and master drills before the ship departs. but at the moment, they are simply recommendations, a point i put to the imo secretary-general. these interim measures are voluntarily. they're not mandatory. shouldn't you be saying to the shipping industry you have to do this? >> we have taken an action based on the result of a investigation

report. we're expecting to receive the investigation probably over the summer. and while it is necessary, i'm sure the american safety committee will take a robust action. >> so basically this could become mandatory after november once you have the report? >> i can imagine that. >> some of the concordia's last passengers want a much faster and tougher approach. >> there needs to be a overhauling of how this industry operates. the cruise line international association spent almost $10 million on lobbying between 2007 and 2011. that does not include campaign contributions made by owner operators. >> senator rockefeller says the industry's political clout will make it harder to tighten regulations and close tax loopholes. >> it will be a fight.

because, again, of the incredible number of lobbyists they have and the enormous amount of money they make. >> the industry governing body defends the methodical approach. i suppose families of the victims would say why is the imo only now taking action after a tragedy? did it take the deaths of 32 people onboard to prompt you to take action? >> we cannot avoid some things. this is a fact of life. the important thing is we have to respond quickly. and insure their safety and rebuilt confidence. >> meanwhile, the italian investigators will issue their report later this year. conclusions may affect the many lawsuits against costa and its parent florida-based carnival. of those onboard that night, miss santini and her husband

have gone back to work, still haunted by memories of january 13th. >> and some of your friends, the crew, did not make it off? >> no. >> the drama of the violence. >> the violinist drowned after he tried to help children put on their lifejackets. in an interview with italian television, he said he's sorry the accident ever happened. that he insisted others on the bridge also share the blame. >> i think he's completely grief stricken over the loss of human life. his life has been destroyed in every aspect. >> while he awaits trial on manslaughter charges, the parent company carnival apointed him to head up the gring asian division. >> it is the most painful thing

that happened to my life after the death of my mother. >> the costa is confident in its future. four months after the disaster, it's launched a new liner. after a brief lull in bookings, a new global marketing campaign is under way. >> from a booking standpoint, the information we're receiving we're very much encouraged. >> they cannot remove everything they've done. >> so like paris and other passengers and crew, this family is suing for negligence. after some 60 cruises, the family can't imagine taking another. >> we woept get on another crews, any of us. >> nothing is too good to give up the chance of losing your life. >> it will take more than a year to salvage the wreck of the costa concordia. for now the giant