I have cruised with various lines many times so I was well aware that what occured on the Infinity was not normal. I did feel badly for the first time cruisers and thought this experience might turn them off from cruising in the future.
The is the second mechanical issue I have experienced with the Celebrity line. It, too, was a short cruise and we missed our second port so that we could limp back to Ft. Lauderdale, however, the crew really went out of their way to make everyone comfortable and do as much as they could to keep everyone happy.
I do feel that cruise lines have a unique responsibility to passengers. Unlike an unpleasant resort experience where guests are free to leave and find another resort while on vacation, it is impossible to depart from your vessel while at sea to find a more pleasing environment.
Certainly, unexpected problems with engines and weather can occur while sailing and seasoned cruisers know that, but normal day-to-day services should be in place regardless.