The email to Princess Cruises was peppered with typos and awkward grammar, but the warning was unmistakable. An 80-year-old passenger had tested positive for the new coronavirus after getting off the Diamond Princess cruise ship in Hong Kong.

“Would kindly inform the ship related parties and do the necessary disinfection,” Princess’s port representative wrote on Feb. 1, relaying a warning from Hong Kong health officials. “Many thanks!”

Nothing happened. Princess says it believes the alert sat unread in unmonitored inboxes. Grant Tarling, the company’s top doctor and the person in charge of responding to outbreaks, said he hadn’t learned about the infection until the following day — after being alerted to a post on social media.

The fumbled alert was just the beginning of a broader breakdown by both the company and the Japanese authorities who quarantined the ship in Yokohama. Hobbled by confusion and mistakes, they played down the risk of infection, ignored best medical practice for evacuating passengers, and activated only low-level protocols for dealing with outbreaks. Ultimately, eight people died and more than 700 were infected, including some government officials.