. >> from her home in berkeley, terance remembers the countless memories her parents shared together. they loved marking their milestones at sea. >> my parents were celebrating their 35th wedding anniversary. and they went on a cruise with royal caribbean. >> while off the coast of puerto rico the unthinkable happened. >> my mother had a medical emergency that she ultimately did not live through. >> the loss devastated the family. that grief turned to anger a few weeks later when she saw a credit card bill in her late mother's name with more than $6,000 worth of medical care char charges. >> we weren't trying to not have them be paid for these services, we wanted to pay through a reasonable channel which would be health insurance. >> royal caribbean refused to wait on insurance to pay for the long list of medical expenses. in an e-mail an employee with the cruise line wrote the ship increased speed in order to reach san juan puerto rico eight hours ahead of schedule. this cost thousands of dollars which we did not pass on to you. royal caribbean never responded to our repeat requests