The woman hasn't been seen now for several days and her parents want answers.
Rebecca Coriam, 24, was reported missing Tuesday morning when she didn't show up for a shift aboard the Disney Wonder.
The ship had left the Port of Los Angeles on its way to Puerto Vallarta when she disappeared.
Coriam was last seen on Tuesday, hours before the Disney Wonder docked in Puerto Vallarta. According to passengers on the cruise ship, the missing woman works in the ship's youth program.
The ship left Sunday evening. Disney officials said they searched the ship thoroughly and found no signs of the woman.
Coriam's parents and aunt said according to her roommate, she had called a friend. But the family says a Disney liaison is releasing few details about the phone call.
"They say they know what the conversation was but they're not telling us," said Coriam's aunt, Trish Davies. "They say they've got to wait for the investigation."
The Coriams say Disney called them with the news, but they would have preferred a personal visit.
The Coriams have contacted Rebecca's Facebook friends hoping for more information.
"We didn't know Rebecca had fallen overboard or what. Just that the ship had been thoroughly searched. We'd asked whether the police were onboard. We were told, I think, no, at that stage," said Ann Coriam, Rebecca's mother.
"It seems that the ship's just gone on with its holiday, and the crew have carried on working as normal, like nothing's happened," said Davies.
A spokesperson for Disney Cruises issued a written statement: "Given the circumstances we are very concerned about this situation and are doing everything possible to assist with the search effort and investigation. We have also conducted a thorough and comprehensive inspection of the ship and spoken with the crew member's colleagues to gather as much information as possible."
The cruise line said the Mexican Navy and the U.S. Coast Guard have been conducting searches. The FBI has also been notified, although the Bahamian Maritime Authority is leading the investigation.
"The investigation is being carried out in accordance with the international and national requirements with the cooperation of the vessel's owners and relevant coastal states. The investigation remains ongoing and further information will be provided as the case progresses," said the Royal Bahamas Police Force in a statement.
In a statement later Saturday, the Royal Bahamas Police Force said: "With regards to the missing person report of Miss Rebecca Coriam from the Disney Wonder cruise ship, we wish to advise that the investigation is still ongoing. Disney is fully cooperating with this investigation. We will make available any new development as soon as they occur."
The Wonder is relatively new to the West Coast. It began sailing out of the Port of Los Angeles in January.
The Wonder is expected to return to Los Angeles Sunday.
Disney is the parent company of ABC7