I am writing this to express my utter dismay with the sheer incompetence, impersonal treatment, and lack of useful information provided by personnel of Caribbean Princess during the entire ordeal of being tested positive for COVID-19, being placed in isolation, and in securing confirmation for disembarking the ship.
With over two and one-half years of experience behind it since COVID had first struck its ships, I had expected that Princess Cruise Line would have been better prepared than any other cruise line in developing an efficient and effective plan to process guests who became infected while onboard. Unfortunately, our experience tells a completely different story.
We boarded Caribbean Princess in Quebec City on Friday, September 30, 2022 for a ten-night cruise to New York City and, unfortunately, within a five-day period, tested positive for COVID-19 and were placed in isolation in our cabin. My wife and I are a well-travelled, elderly couple who has been fully vaccinated (two injections plus two booster shots) and in keeping within the regulations of the Government of Canada, had completed the required pharmacist-observed rapid antigen test within 48 hours of boarding. Both of us tested negative.
On the evening of Monday, October 3 while finishing dinner, my wife complained of a bad headache and we retired to our cabin. During the night, some other symptoms developed such as some coughing and stomach discomfort. When we awoke on Tuesday morning, we self-administered rapid antigen tests and we both tested positive for COVID-19. We then called 911 and a nurse indicated that someone would come to our cabin in 30 minutes and that we were “isolated". A nurse or nursing assistant arrived and, again, we both tested positive.
From this point forward, we received no information—of any sort—from the medical centre or guest services about COVID or being isolated. I had mentioned to our cabin steward that we had contracted COVID and he said he wouldn’t be servicing our cabin any longer. Within a half-hour of the nurse leaving, two other stewards came to our cabin. Neither one did much; one had a rag and bucket with some kind of fluid in it and very, very superficially wiped the rag against a couple of walls, light switches and door handles and left. Neither one scrubbed anything, including the bathroom. Quite honestly, I have no idea why they even came to our cabin because they did nothing of significance and said nothing. They did not take or replace the used towels with fresh ones. In fact, during our two days of isolation, our room was never refreshed or made up by anyone!
At this stage, we did not even know what “isolation” really meant. Was it different from being quarantined? We had no idea of how long we were expected to remain in isolation. What would happen when we reached New York City? Would we be reimbursed for hotel, food, taxi and flight-change expenses if additional isolation was required in New York? We received no information about COVID, itself, nor its symptoms; nothing about what to expect in the coming days; how long the symptoms might last; nothing about when we might start feeling better; nothing about how and where to get food; nothing about who and when our cabin might be made up. Were opportunities for limited exercise and fresh air exposure available somewhere onboard? Were we entitled to compensation for being isolated in our cabin? We had no information about the many concerns and questions we had. We were appalled at how inattentive and inept Princess staff was at handling what should have been a pretty routine process at this stage of the COVID pandemic.
The ship failed to offer or provide even the most basic of information to explain what was going on and how it would affect us. Sadly, other than two, 10-second calls asking how we felt, Princess staff seemed unable to express any kind of worthwhile interest, care, comfort or empathy towards its isolated guests. We were treated more like lepers than unwell guests. It was reprehensible!
Very soon, it became clear, we were on our own. Given the apparent, lengthy isolation period facing us onboard, I called the medical centre to enquire about disembarking October 6 in Halifax, the last Canadian cruise port. Whomever answered, indicated that that could not be done because our leaving would be treated as a very expensive “medevac”. I asked her to check on the feasibility and expense of that option and she called back a few hours later. Her nurse had told her that it was probably possible to disembark the ship without a medical evacuation and that I should contact guest services to make the request.
At 8:00 a.m. on October 5, I contacted guest services to request our disembarkation in Halifax on October 6. Guest services indicated that it would have to obtain confirmation before anything could happen. At numerous times during the day, I called to followup, but of course, each time it seemed to be a different individual in guest services and I had to explain the entire situation again. It doesn’t seem that one individual in guest services is able to take on a particular guest’s concerns and follow it through to its completion. Obviously, we were very anxious to hear about whether we had gotten the required confirmation and finally, about 4:00 p.m., were told the disembarkation was confirmed. The woman asked when we wanted to disembark and we chose 10:00 a.m. on October 6. She said a steward would fetch us at 10 o’clock to escort us from the ship.
Finally, at 10:00 a.m., we awaited the steward to take us off the ship. At 10:20 a.m., I called guest services, once again having to explain the situation, and was told the delay was likely because of "some customs thing”. I told him that it wasn’t some customs thing because we weren’t going through Canadian customs; we are Canadian citizens. I had to call guest services two more times until finally someone was interested enough to actually find a steward to escort us off the ship (10:50 a.m.). Believe it or not, the ship's security personnel had also not been informed of our departure and had to call about to obtain permission. Certainly from a guest’s perspective, this kind of ineptitude is simply frustrating and unnecessary.
Even now, eight days after the cruise ended, we still do not have any form of documentation or letter specifying when we had tested positive, how long we had been in isolation, and when we had disembarked Caribbean Princess in Halifax. That’s quite astounding!
Seven days ago, I received by email, a final copy of our folio—more than half of the entries were written in Chinese! We are not Chinese and do not understand Chinese characters. Just another gaffe by guest services.
Clearly, Princess Cruise Line was ill-prepared to handle a seemingly routine medical condition and badly “dropped the ball". Over the last 2-1/2 years, Carnival must have had hundreds, if not thousands, of guests testing positive for COVID while onboard. Surely, each of them was not treated in the same unsophisticated and unprofessional manner as we were.
It seems obvious, if not expected, that upon testing positive for COVID and entering isolation, a comprehensive packet of relevant information—including an extensive FAQ—would be distributed to the affected persons. This would not only assist the guest in better understanding what was occurring and what to expect, but also alleviate much of the unnecessary anxiety.
Needless to say, the lack of communication from Princess Cruises continues as I have received nothing from them since my initial week-old enquiries. I have sent correspondence to the President, Senior VP of Guest Services, and Customer Relations (?) of Princess and have not received a reply.
Why would we continue to sail with Princess Cruises?
