• On Wednesday, a guest’s account of being trapped in an elevator on the Carnival Inspiration began to circulate online.
  • Jacob Burrola said he had to wait nearly an hour in the elevator with “sick guests on board”, and alleged crew members mocked the situation.
  • After the people aboard the elevator were rescued, they were issued a letter telling them to disembark from the boat and saying they were not welcome on future Carnival Cruises.
  • In a statement provided to INSIDER, Carnival said: “There are always two sides to every story.”
  • Visit INSIDER’s homepage for more.

A group of passengers aboard the cruise ship Carnival Inspiration claim they were stuck aboard a malfunctioning elevator for nearly an hour before crew members helped them, Cruise Law News first reported.

Jacob Burrola, a man who was inside the elevator, documented the situation via photo and video on Facebook. Originally shared on Wednesday, his post gained attention on Friday.

In his post, Burrola said he had to wait nearly an hour in the elevator with “sick guests on board,” at least one of whom had apparently fainted. Burrola also accused crew members of mocking and filming the situation.

"[The crew] tells passengers another 45minutes won't kill anyone after being stuck for over an hour," Burrola wrote.

Eventually, the passengers made it out of the elevator - and then they were asked to disembark from the ship.

Read more: 14 nightmarish facts that will make you never want to set foot on a cruise ship

"This letter will confirm your discussion with Carnival Cruise Line ('Carnival Inspiration') personnel where you were informed that you will be disembarked from the vessel and not permitted to sail onboard any Carnival Cruise Line vessel in the future," the letter read in part.

Eric Kim, who was tagged in Burrola's post, shared a photo of a letter from Carnival addressed to a Mr. Lee."Can't forget they threw the blame on us and banned us from travel," Kim captioned the photo of the letter.

The letter said the decision was due to "a violation of ship rules" that "interfered with the safety and/or enjoyment of other guests on the ship."

In a statement provided to INSIDER, Carnival pushed back on the men's claims.

"There are always two sides to every story. We had a group of guests stuck in one of our elevators last week for approximately 30-40 minutes," a carnival spokesperson said. "Our onboard team was summoned to provide assistance. Unfortunately, because of the extensive damage to the elevator doors and cabling caused by the guests, the work took longer than expected."

The statement continued: "Given the extensive damage they caused to the elevator and their behavior towards both other guests and crew we decided it was best for this group to find another cruise line to sail."